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All members of The National Register of Approved Removers and Storers (R.O.A.R.S.) belong to The Removal Industry Ombudsman Scheme. The Ombudsman Scheme comprises a Board of four members, only one of whom has any connection with the removals industry. The appointed Ombudsman has a background in consumer and commercial complaints, and a qualification in arbitration, operates from separate premises and is able to adjudicate in disputes on a totally fair and equitable basis. |
Membership of the Ombudsman Scheme, for individual removal companies, is through their membership of participating trade bodies. Once a company has signed up for the Scheme, all their removal activities are eligible to go forward to the Ombudsman, should a serious dispute arise. Company documentation and sales literature can display the "Ombudsman Scheme Member" logo.
The National Guild of Removers and Storers is currently the principal trade association Member.
Complaints
The types of complaint that the Ombudsman can deal with include: a breach of a Code of Practice; delays; a failure to provide the service promised; excessive charges over and above what was agreed, or allegations of unprofessional conduct.
Please note that because there can be some delay in dealing with complaints through the Ombudsman, it would be wise to try everything you can with your chosen Removal Company and/or the National Guild of Removers and Storers before going down this route.