Unexpected Moving Charges Resolution

Summary

Unexpected charges and intimidation from a moving company can be distressing. Review your contract for terms on additional fees and cancellation policies. Under the Consumer Rights Act 2015, services must be provided with reasonable care. If the company refuses to provide a detailed receipt or threatens to leave belongings unsecured, consider filing a formal complaint with the company and escalating to Trading Standards if unresolved. Alternative Dispute Resolution (ADR) methods like mediation or arbitration may also be viable options.

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I paid upfront, and gave an itinerary of items, though I pointed out that - as I'm not in the country (and haven't been for some time), I might have missed a couple of things off. That was no problem apparently, and the booking went ahead. On the day of the booking, the initial * removal people ended up leaving as the company I had booked through didn't drop off the packing material they were supposed to. That meant I had to cancel the clean I had paid for for later that day, which meant I lost £* due to late cancellation. Around 7pm, I had a call off someone who worked for the moving company telling me I owed £*, due to their being extra items that the movers had to move. I asked for a receipt showing exactly what extra costs I had incurred, how I had done this (as I was not informed this could happen when I first booked) and for a cost next to each extra fee, to understand how it could amount to £* extra, on a job that I had already paid £* for upfront.
It sounds frustrating dealing with unexpected charges and cancellations. Here are some general steps you could consider:
- Check the Contract: Review your agreement with the removal company for any terms regarding additional charges or cancellation policies.
- Request Documentation: You've already asked for a detailed receipt; ensure you follow up on this.
- Consumer Rights: In the UK, you may have rights under the Consumer Rights Act *. Services should be provided with reasonable care and skill.
Would you like more information on how to potentially resolve this issue, or do you have any questions about filing a formal complaint?
The staff member refused to do this, and eventually started to try and intimidate me into paying, threatening that the job wouldn't be completed without the payment - saying my belongings would not be delivered to the storage facility until payment was received, and then - after I asked what would happen if I could wait till tomorrow (in order to speak to their customer service team), that all my belongings would be left in a street somewhere.
It sounds like a difficult situation. Here are some steps you might consider:
- Consumer Rights Act *: Services should be performed with reasonable care. You can potentially argue that the intimidation and surprise charges breach this.
- Formal Complaint: Consider filing a complaint with the company and, if unresolved, escalate to Trading Standards.
- Alternative Dispute Resolution (ADR): Look into mediation or arbitration services.
Would you like more guidance on filing a complaint or exploring ADR options?