Removals are as much a consumer service as any other, from garages, to decorators. The key point is that you have the same rights as you would in any business to household transaction and they have strengthened over the years.
Moving & Coronavirus
The UK is experiencing ongoing risk from Covid-19 (coronavirus). Government agencies have implemented measures to control the spread of the virus and stated they will be implementing (as yet) unspecified further measures.
In the extremely unlikely event that such measures impact our ability to provide services to you, including but not limited to us having to suspend or cancel services, or the virus otherwise affects our ability to fulfil your move, we will not be in a position to accept any liability for losses that may arise and we limit our liability accordingly.
These are additional terms suggested by and approved by our trade body, the BAR. We are keeping the matter under careful review and will advise customers of developments which may affect fulfilment of contracted services.
Removals & Recent Legislation
From the 1st of October 2015, the new Consumer Rights Act applies to all removals contracts. This replaces the Sale of Goods Act and several other pieces of consumer related legislation
Removals come under supply of a service and in a broad sense, the principle of what you should expect has not changed. A removals company should carry out their work with reasonable care and skill. More specific points are:
- Any information which you rely on, oral or written is binding, as if this were part of a contract.
- Where the price is not agreed beforehand, the service must be provided for a reasonable price.
- Your removal should, allowing for circumstances, be carried out within the expected time frame.
- Your removal company should make an open effort to address any issues, not hide from them.
We support the new legislation, a good thing for the removals industry, in the main, reflecting common sense and our approach. Farrer & Fenwick are based on good service to meet individual needs.
You should still know your rights and if any domestic service provided to you doesn’t meet the terms in the list above, rational remedies are available to you.
In order that we can address any issues you wish to raise, we ask that in the first instance, you write to us via the details below:
The Managing Director
Farrer & Fenwick
Barracks Farm
Cobham Road
Fetcham
KT12 2ET
Your points will be dealt with at the highest level and allowing for any investigation, a reply sent as promptly as we can.
Rights Of Customers
If a removals company makes mistakes, they should be prepared to carry out again whatever part of their service fell short, do so within a reasonable time and without causing you much inconvenience.
If this is not possible, or unavailable within a reasonable time, you can claim a price reduction. This could be any percentage of the cost, or in exceptional circumstances the entire cost. You can also challenge hidden, or unfair terms:
- Fees and charges which were tucked away in the small print, or impossible for you to work out.
- Contract terms which limit, or try to set aside your legal rights, when they should not do so.
- Disproportionate default, or early termination charges, or any less than rational cost additions.
- Removal contractors trying to exclude themselves from responsibility for error, when they can not.
If you are unable to resolve disputes, there is now greater access to alternative dispute resolution. A speedier and low cost, possibly free approach, which is often better than using the Courts
We adhere to the British Association of Removers alternative dispute resolution scheme, which is independently operated by:
The Furniture & Home Improvement Ombudsman
Premier House
First Floor
1-5 Argyle Way
Stevenage
Herts SG1 2AD
Tel: 0333 241 3209
You can see more information on the The FHIO’s Website, although you hopefully won't have issues, whoever you employ. If you do, use the act, we want to see the removals industry performing well.
Ensuring your money is safe should also be part of good performance and alongside the ADR scheme, we are members of the BAR’s Advanced Payment Guarantee Scheme Trust. This ensures payments you make are protected as they should be.
