Please enable Javascript in your browser to view our videos. Find out how »

Customer Complaint Procedure

In the unlikely event of a complaint about one of our members, customers of Guild members are entitled to free access to an independent Alternative Dispute Resolution (ADR) service.

Where to complain?

In the first instance any complaint should be addressed, in writing, directly to The Remover so that they are given every reasonable opportunity of resolving the matter internally. Under the Guild Code of Practice The Remover then has 10 working days in which to provide a response.

Should you feel that you have fully exhausted The Removers own internal complaints procedure, and you have been unable to resolve your dispute directly with them, you may refer the matter to The Removals Industry Ombudsman Scheme (RIOS).

What will it cost me?

Any referral to The Removals Industry Ombudsman Scheme is provided entirely free to the consumer.

What type of complaint are RIOS able to investigate?

  • Breach of contract (eg a failure to provide a service contracted or charges over and above what was agreed/contracted).
  • Allegations of unprofessional or inefficient conduct
  • Breach of The Guild Code of Practice
  • Substantial delays in dealing with a complaint

What type of complaint are RIOS unable to investigate?

x   Any matter that has already been heard or referred to the Courts or any other dispute resolution service.

x   Any matters of insurance (claims for loss or damage).

x   Any matter that is a criminal offence and/or has already been referred to the Police.

x   Any matter that has already been referred to, or is being dealt with, by Solicitors or legal professionals.

x   Any complaint made more than 12 months after the service to which the complaint relates.

x   Complaints against non Scheme members.

How do I formally submit my complaint to RIOS?

For further information, and to download a Complaints Form which must be completed to formally refer your complaint to RIOS please visit

Please note that RIOS are unable to accept or discuss any complaint(s) by telephone and any complaint to the Scheme must be made in writing (via post or email) by completing a Complaints Form at the above link.

Removal Approval logo Removal Industry Ombudsman logo