Local resolution 1: First of all you should complain directly to the company. If a problem arises on the removal day, contact the company and give them the opportunity to sort it out. If problems arise after the removal, telephone the remover as soon as possible and follow this up in writing within a couple of days. However, if your complaint is unresolved proceed to step 2.

Local resolution 2: If the response from the Company is unsatisfactory, take your complaint to the trade association to which the company belongs. This should be apparent from the logos on their documentation. The British Association of Removers (BAR) offer a free advice and conciliation service. Full details are available on their website (click here). The National Guild of Removers and Storers also has a Conciliation Service. Their website is www.ngrs.co.uk and there is a link to it below.

Dispute Resolution: If the complaint is still unresolved after the trade association has dealt with it, customers of organisations belonging to the BAR can ask for access to their Arbitration Service. Customers of organisations belonging to the the National Guild of Removers and Storers can take their complaint to the Removals Industry Ombudsman.

You could also seek advice from your local Trading Standards Office or Citizens' Advice Bureau. They will give you free advice and may take up your complaint for you.

Court: Failing all else you can still go to court to resolve your dispute. Details of small claims court and other procedures are given in the Legal Section of this site. You can also contact the Community Legal Service (justask.org.uk) that gives access to free advice. Otherwise your local Citizens' Advice Bureau will give you advice and will sometimes organise free legal representation for you.