Whether you are protected in practice depends on the firm you hire, the contract you sign and the law that applies to the work.
What the law requires of a removal firm
The Consumer Rights Act 2015 sets the baseline for services. Section 49 provides that every contract to supply a service includes a term that the trader must perform the service with reasonable care and skill. The explanatory notes to the Act state that this test looks at how the service was carried out rather than the end result, so a firm can fall short even where the outcome is not the issue.
Which? explains that the Act also sets minimum standards on price and timing. Where the price has not been agreed beforehand, the service must be provided for a reasonable price, and unless a timescale has been set or agreed, the work must be carried out within a reasonable time.
The explanatory notes add that industry standards or codes of practice are generally accepted as relevant to whether the standard of care has been met. Industry codes of practice may be relevant when judging whether a trader has met that standard.
What the BAR Code of Practice requires
Practical checklist before you book
- Ask which insurance or other protection option is offered, and what it actually covers.
- Read the limits of liability and the time limit for making claims in the terms you receive.
- Ask for any agreed cover arrangements to be written into the contract, and keep a signed copy.
- Confirm the cost of any optional cover directly with the company. This article does not publish prices, and the figure depends on the firm and the cover chosen.
If you are comparing firms in the capital, start with house removals in London. For a wider view of the sector, browse removals and logistics firms on GetBrent.
If something is damaged
Raise the problem with the firm as soon as you can, and describe what was damaged and when you noticed it. Keep written records of every contact, including dates and what was said, so that you can show what happened if the matter is not resolved.
Confirm costs directly with any company before you agree to a move.
