Code of Practice. Complaints Procedure

Inline Removals is a member of the largest and most recognised industry association, The British Association of Removers.

Hiring a removal firm that is a member of BAR will give you peace of mind that your move will meet a high standard of quality.

As a member of BAR, Inline Removals subscribes to their Code of Practice

Inline Removals have been moving businesses for over 25 years.
Covering East London, Canary Wharf, Docklands, South London, North London, Essex and Kent counties to anywhere in the UK 7 days a week.

Code of Practice

Hiring a removal firm that is a member of BAR will give you peace of mind that your move will meet a high standard of quality.

As a member of BAR, Inline Removals subscribes to the Code of Practice, designed to help members maintain the highest standards of service and to protect their customers’ interests.

For your protection

The code sets out the standards that removal companies must comply with regarding service, fair trading, advertising and handling of complaints. Compliance with the code is mandatory for all members.

View our Code of Practice

Inline Removals’ key commitments within the Code: We will…

The code sets out the standards that removal companies must comply with regarding service, fair trading, advertising and handling of complaints. Compliance with the code is mandatory for all members.

  • Make sure our advertising and promotional literature is clear and not misleading;
  • Give you a clear description, price and timetable for the work to be carried out
  • Offer insurance or other protection options
  • Explain clearly our liability for loss or damage
  • Explain clearly the time limit for making claims and cancellation/postponement rights and charges
  • Provide staff who are courteous, competent and committed to providing a high standard of service.

Looking for help with a complaint, dispute, or claim?

We’re sorry! That you are unhappy with the service you have received, tell us how you want us to put it right. As hard as we try, we might not always get it right. Inline Removals’ customer complaints process is designed to ensure that if you have a complaint about our service, we can swiftly make sure that your concern is heard and escalated to those that can help resolve your complaint. We aim to resolve any complaints within eight weeks of first notification.

To help us deal with your complaint, please read below...

Compliance with this Code is mandatory upon all UK based BAR Members engaged in all
furniture removal activities for private individuals.

For over 100 years the British Association of Removers (BAR) has been the recognised voice of the
professional moving and storage industry in the United Kingdom.

Step 1

To help us deal with your complaint, it is important to provide us with the full details and tell us what you would like us to do to resolve it.

For data protection purposes we can only deal with you, our customer, however, if you aren’t able to make the complaint yourself you can ask someone to make the complaint on your behalf. This will need to be confirmed to us in writing.

Your move manager will register your complaint. If you call us we will try to resolve your complaint on the telephone. If we can’t do this, we will agree with you what we can do. In some cases, we may need time to look into your complaint or ask you for additional information. If this is the case we will let you know and keep you updated as to when we will be able to provide you with a detailed response.

Step 2

If you still are unhappy having gone through the process detailed above, we will send you a final viewpoint letter. Our letter will include a detailed explanation of our findings and the reasons for our decision regarding your complaint. It will also include our proposed solution or settlement if appropriate.

View our Code of Practice

Step 3

If having received the final viewpoint letter, you remain unhappy, you can escalate the matter to an objective party, the Property Ombudsman. The Property Ombudsman is a fair and objective party and has the power to resolve the matter and ultimately will decide the outcome of your complaint, the final decision is binding. The Property Ombudsman can’t deal with complaints in relation to the sale of insurance products or in relation to insurance claims.

We adhere to the British Association of Removers Alternative Dispute Resolution Scheme which is independently operated by...

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP
01722 333306
www.tpos.co.uk

Request a callback

Inline Removals try to go that little further in assisting you with your complaint.  We would always encourage our customers to speak with us directly.  Thank you kindly.

If your moving business or office always look for the badges of accreditation

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