Managing Delays with Removal Companies: Rights and Resolution

Removal day rarely runs to a perfect schedule, and delays — whether caused by a van breakdown, heavy traffic, or a previous job overrunning — can have real financial consequences for a homeowner completing a property purchase or leaving a rented property. Knowing your contractual rights and how complaint escalation works before moving day puts you in a much stronger position if something does go wrong.

Key points

• The British Association of Removers (BAR) Code of Practice, approved by the Chartered Trading Standards Institute (CTSI), requires member firms to operate a formal complaints procedure and provide access to Alternative Dispute Resolution (ADR).
• Under section 52 of the Consumer Rights Act 2015, removal services must be carried out within a reasonable time; where a specific time was agreed in writing, a significant delay may constitute a breach of contract.
• You can only claim compensation for losses directly caused by the delay and that were reasonably foreseeable — such as hotel costs or storage fees incurred as a result of the late arrival.
• BAR members must offer ADR through an approved scheme; The Furniture Ombudsman covers many BAR-affiliated removers and aims to resolve disputes within 90 days.
• Many removal contracts include limitation of liability clauses that cap the company's exposure — read these before signing, not after a problem arises.

What your contract should say about timing

Most professional removal companies issue a written quotation or booking confirmation setting out the agreed date and, often, an approximate arrival window. A confirmed date is a contractual term; an arrival time is usually expressed as an estimate.

If your contract states a specific time and the company arrives materially later without good reason, you may have grounds for a breach of contract claim. If the contract only gives a date, the legal standard is performing the service within a reasonable time under section 52 of the Consumer Rights Act 2015.

What to look for in your contract:

• Is the arrival time listed as estimated or confirmed?
• Is there a clause limiting the company's liability for consequential losses such as hotel costs?
• Is there a force majeure clause, and what events does it cover?
• Does the contract reference BAR or another trade body's standard terms?

Your rights when a removal company is late

Your rights depend on whether the company is BAR-registered, what your contract says, and whether you have suffered an actual financial loss.

Consumer Rights Act 2015

Section 52 of the Act requires services to be carried out within a reasonable time where no specific completion time was agreed. If a company arrives many hours late, or fails to complete the move on the agreed day, this may breach the statutory standard. The Act does not automatically entitle you to a full refund — the appropriate remedy depends on the circumstances and the losses incurred.

British Association of Removers (BAR)

BAR members are bound by a code of practice approved by the CTSI. This requires firms to:

• Provide a written agreement before the move takes place.
• Hold adequate Goods in Transit and Public Liability insurance.
• Operate a complaints procedure with a target response time.
• Offer access to an ADR scheme if a complaint cannot be resolved internally.

If your remover is BAR-registered, you can escalate an unresolved dispute to The Furniture Ombudsman (or another BAR-approved ADR provider) rather than going straight to the small claims court.

What losses can you claim?

You can only claim for losses that are directly caused by the delay and were reasonably foreseeable. Examples include:

• A hotel night if you could not access your new property in time.
• Storage costs if furniture could not be delivered on the agreed day.
• Penalty charges from a landlord if you failed to vacate your rental on time because the removal van was still present.

You generally cannot claim for distress or inconvenience alone unless your contract specifically provides for it.

Decision tree: what to do when your removal company is late

• Is the delay minor (under two hours) with no measurable financial loss? → Document the delay and keep any incidental receipts. Most issues resolve with a direct conversation.
• Is the delay significant and causing measurable financial loss? → Notify the company in writing, state the losses you are incurring, and keep all receipts.
• Has the company failed to arrive at all, or abandoned the move part-way through? → Notify in writing immediately, arrange emergency storage or alternative removers, document all costs, and begin a formal complaint.
• Is the company BAR-registered? → Use BAR's internal complaints process; if unresolved within 8 weeks, escalate to their approved ADR scheme.
• Is the company not BAR-registered? → Raise a formal written complaint directly. If unresolved, consider the small claims court via Money Claim Online (up to £10,000 in England and Wales).

Red flags to watch for before and on moving day

• No written contract or booking confirmation issued before moving day.
• Verbal-only quotes with no itemised breakdown of services.
• No evidence of Goods in Transit or Public Liability insurance when asked.
• Refusal to confirm membership of BAR or another recognised trade body.
• Pressure to pay the full balance in cash before unloading is complete.
• No formal complaints process or ADR information provided when requested.

What to ask before accepting a quote

• What is the agreed arrival window, and is it confirmed or estimated?
• What happens if you are delayed — will there be waiting-time charges, and are these capped?
• What Goods in Transit and Public Liability insurance do you carry, and what is the maximum liability per item?
• Are you a BAR member or affiliated with another recognised trade body?
• What is your formal complaints process if something goes wrong on the day?
• Is VAT included in the quote?
• What are the cancellation terms if my completion date changes at short notice?

When to get professional help

For most removal delays, a direct complaint to the company — followed by BAR's ADR route if needed — will resolve the matter without legal action. Seek formal legal advice if:

• The company fails to respond to your complaint within a reasonable period.
• Your losses exceed the small claims limit (£10,000 in England and Wales, £5,000 in Scotland).
• The company is refusing to engage or has entered administration.
• You are dealing with an international move, where additional cross-border liability issues may apply.

Citizens Advice can provide initial guidance on consumer contract disputes at no cost.

How Housey can help

If you are planning a move and want to compare vetted, reviewed removal companies, Housey's house removals service connects you with local firms that hold appropriate insurance and trade body membership. For overseas or cross-border moves, our international removals specialists can match you with accredited firms experienced in customs requirements and international logistics.

Frequently asked questions

Can I withhold payment if the removal company is late?

Withholding payment entirely carries risk — the company could argue breach of contract on your part. A better approach is to pay under protest and pursue a claim for your losses separately, or negotiate a deduction in writing before final payment is made. Keep a clear written record of the delay and any costs incurred.

What if the removal company damages my belongings during the delay?

Damage and delay are separate legal issues. For damaged goods, check the company's Goods in Transit insurance and make a written claim with photographic evidence as soon as possible after delivery. BAR members must hold adequate GIT insurance. Note any visible damage before signing the completion paperwork.

How long does a BAR complaint take to resolve?

BAR's process typically requires the company to respond within 8 weeks. If the complaint is unresolved after that period, you can escalate to an approved ADR scheme. The Furniture Ombudsman, which covers many BAR-affiliated removers, aims to resolve cases within 90 days of receiving a complete case file.

Does the removal company have to compensate me for a hotel stay?

Only if you can show the hotel stay was a direct and foreseeable result of the delay and was a reasonable response. Keep all receipts and document why the stay was necessary — for instance, because the van arrived too late to complete unloading before you needed access to the new property.

Sources and further reading

• Consumer Rights Act 2015 — legislation.gov.uk
• BAR Consumer Protection — British Association of Removers
• The Furniture Ombudsman — ADR scheme for removals disputes
• Make a court claim for money — GOV.UK
• Problems with a service — Citizens Advice