Since my mother is now in France and not on email, I am taking responsibility for the investigation into what her rights are in this situation in the UK. She is going to write to the moving company to complain and protest, but she also wants to find out, a) what are her rights exactly? and b) should she send you a copy of her letter to the movers so you can make a record of this situation, since they are BAR members apparently.

She is really quite upset by the whole experience and it has made an already stressful move even worse, let alone the upset that the irreplaceable breakages have caused. Please advise!


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First things first, you need to check whether the quotation was a binding quotation, or actually just an estimate.

Was the narrow lane something that your mother was aware of when she asked for the quote? If so, did she tell the removals people? This could be a difficult point, as they may claim she should have known and told them. If she did tell them, then that is a point in her favour.

Find out for certain if they are members of BAR. If they are, then they should have goods-in-transit insurance, which would cover the breakages en route to the property.

BAR also offer a concilliation service and can also help you out with arbitration if you need to go that far. All the necessary contact details are on their website: http://www.bar.co.uk/

Hope this is of use.


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