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Removals Code of Practice agreed with The Dispute Resolution Ombudsman

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

The Dispute Resolution Ombudsman

Change of provider

Reallymoving offers its participating companies access to an Alternative Dispute Resolution service. As of 1st May 2019, this service will be delivered by Dispute Resolution Ombudsman Ltd.

Dispute Resolution Ombudsman – Service overview

Dispute Resolution Ombudsman Ltd is a not-for-profit organisation with a vision to inspire consumer confidence, raise industry standards and resolve disputes without the need for costly litigation. We have a strong track record of working with our members to raise standards for over 25 years.

Our approach is based on a Code of Practice and providing Alternative Dispute Resolution to businesses and consumers. We also deliver City and Guilds accredited training in various subjects, including Consumer Law and Customer Behaviours.

Impact: The Alternative Dispute Resolution process

Joining the DRO scheme has not resulted in any significant changes being made to reallymoving’s Code of Practice.
We always ensure companies have a fair opportunity to put things right with their own customer themselves first. We will only proceed when the consumer and company have had opportunity to engage directly.  A consumer can raise a dispute if they have been referred to us by reallymoving, or if their dispute exceeds eight weeks.

We will first seek to mediate a mutually acceptable outcome during the conciliation phase. If no agreement can be reached, we will proceed to adjudication. Our qualified ADR experts will make an impartial decision that is binding on the participating company. This may be in favour of the company, the consumer or a split decision. 

Reallymoving will gain access to our market-leading Case Management System, through which participating companies’ cases will be managed.  Reallymoving will refer unresolved disputes to DRO on your behalf, and our team will then contact you directly.

Adjudications need to be funnelled through reallymoving.com and are only available to movers who received removals quotes from reallymoving.com.

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