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Removals Code of Practice agreed with Ombudsman Services

This Code of Practice sets out the minimum standards required of reallymoving.com Members (removal firms) so that customers can use, with confidence, any removal firm via the reallymoving.com website.

Ombudsman Services

You can find information about reallymoving.com's Ombudsman Services here.

1. Customer Quotations and Services

The reallymoving.com removals firm agrees:

  • To produce and supply all customers with written estimates or quotations, including the terms of payment.
  • All estimates or quotations will include the terms and conditions of business and a description of what services will be provided.
  • All estimates or quotations will be provided on an email showing the removals firm’s details, including name, address, telephone numbers and email address.
  • Conduct towards customers will be direct, efficient and professional at all times.
  • If insurance is offered by the removals firm, a document detailing the terms of insurance will be supplied to the customer before the work takes place. 

2. Cancellations or Changes to Service by Removals Firm

Services provided by the removals firm should be confirmed in writing to the customer.  These should not be altered substantially or cancelled. If the services are considerably altered or cancelled by the removalist, the customer should be notified immediately by the removals firm.  Exceptions can be made if a situation occurs which is beyond the removals firm’s reasonable control (i.e. adverse weather conditions).

3. Staff and Removals Team

The removals firm will agree to uphold regular training sessions for staff to ensure that all staff, including surveyors, drivers, porters and packers, have the sufficient knowledge and experience to perform the work required by them.  Both permanent and casual staff will be trained to a professional standard.

4. Fleet and Equipment

The removals firm agrees that all vehicles used for business are appropriate for their purpose of removals and suitably maintained; inside and outside. All vehicles will be registered with the Department of Transport and operated in accordance to their regulations.   The removals firm agrees that the equipment used is in a condition that is appropriate for their purpose and complies with Health and Safety standards.

5. Storage

Should the customer require storage facilities, the customer will agree a detailed list of items going into store, including a record of any existing markings or damage. The removals firm will also retain a copy of the confirmed inventory.  The removals firm will only provide storage facilities that are clean, secure and weatherproof.

6. Complaints and Disputes

Reallymoving.com will only handle complaints arising from a valid registration affected through our Mover’s Quote Engine.

The removals firm agrees to reply in writing within 10 working days to any correspondence concerning complaints. 

The removals firm accepts that if any complaint that cannot be resolved directly with the client within 10 working days of the initial complaint, the complaint will be considered by reallymoving.com. In the event that reallymoving.com cannot resolve a complaint it will be forwarded to the Alternative Dispute Resolution (ADR) scheme provided by Ombudsman Services. The removals firm agrees that they will abide by the decision of the Ombudsman if the decision is accepted by the complainant.  

The removals firm accepts that if any information is required by reallymoving.com or the Ombudsman the removals firm will provide any assistance or documentation to help resolve the complaint. 

These obligations shall continue to apply for a period of 3 months after the cessation of panel membership, but only in relation to complaints which relate to an introduction which occurred during the removals firm’s period of Panel Membership on reallymoving.com.

Complaints will be approached promptly and with courtesy.

7. Removals Insurance
7.1 Types of Insurance

The removals firm agrees that they have the relevant removals and storage insurance, specifically:

  • goods in transit
  • goods in storage
  • fleet insurance
  • public and employee liability

7.2 Claims

If at any time a customer needs to make an insurance claim the removals firm will promptly forward any necessary documents to the customer, insurers and any parties involved for the claim to be processed.

8. Promotion and Communication

All claims made by the removals firm through any medium or means of communication, will be truthful and accurate.  Advertising must not be false or misleading.

9. Financial

Whilst a member of the reallymoving.com panel of removalists, reallymoving.com will not charge the removals firm for using the Ombudsman Services. If the removals firm is no longer a member of the reallymoving.com panel, the (ex)-member will be charged a standard Ombudsman fee, currently £265+VAT per arbitrated enquiry. The removal’s firms debts and charges must be met.

10. Terms and Conditions

All Terms and Conditions produced by the removals firm will be even-handed, impartial and comply with English / Scottish Law (as appropriate).