We moved to Spain last September and used a moving company advertised one of the papers or magazines for British expats - they packed and collected the items and we found that a wardrobe door and ladder was missing, there were two broken mirrors. They said the items were lost. When checking with them the insurance they pointed out the small print that each item was only covered for £20.00 or its value. They then found the 'lost' items and promised to send them - this has happened three times now 53 email later and a very rude one from someone called James saying he had 'a job keeping it altogether to worry about my wardrobe door' also that he thought it may be a hobby of mine to email him my enquiries. He is now ignoring my emails and the telephone is always on answerphone.We have had the house refurbished, plumbing, pool,electrics, re-registering the car, illness, a wedding and a funeral to contend with and their advert says a 'stress free move' and they have been the only stress we have encountered - but we love it here. If you are thinking of moving back to the UK or from UK to here and want to know who not to use please email me.

Are they a member of the removals association or any other professional organisation?

What a good question - had a look at their web site and can't see any indication of it - how silly of me not to have checked that out to start with
In my last email I had given him 14 days to reply to my emails and threatened to take further action if he did not reply but I started the 'further action' by writing in this Forum. He replied today and said all he can do is get my door to me as soon as he can -no mention of the ladder or compensation for the mirrors, this is after saying on 5th May that he would personally see it was put on the lorry going out that week and send some money as compensation.

PM me with the company name and details. I can check for you

Sorry - how do I do that? - found it and emailed you - thanks

Is it really worth 8 months stress and strain over a bit of wood and some broken glass ?
Just forget it and get on with enjoying your life, there are plenty of people on this site who have been ripped off for thousands of euros.

You are absolutely right, but it is not just piece if wood as such, I have a 2 door ward robe with only one door - don't you think that a Company has a duty of care also it is the lies and the rude emails that are the irritation - believe me I do give thanks for my blessings daily with a husband in remission from cancer and a lovely new life in Spain - if you see my first letter was just a warning to others to read the small print as the free insurance is not worth having at £20 per item, hardly what you expect it was not a complaint just hoping to prevent another person losing something valuable.

The cost is not important, they took on the job and did not do the job correctly. Thanks for the warning about checking the small print. I know the name of the company you are talking about, they have done this before.

Thank you for your support, I hope you were not one of their customers. I really think people should be made aware of this misleading statement, our items are not valuable but if you had valuable items, like a vase and it was broken, you are confident that it is insured and you are told only £20 - this is not right, I don't know if all removal companies use the same standard form then maybe they should bring it to your notice and suggest your goods are properly insured.

I can totally understand your frustration, we moved 12 months ago and lost thousands of pounds worth of stuff during the move and when we asked for the insurance company, they accused us of trying to make a fraudulent claim and thus refused to give us any details, it has cost us nearly £1000 IN solicitors fees to be told by a less than helpful lawyer that it could cost us 10,000 or more to take them to court or we can go to a small claims court but the chances are they will declare bankrupt and close shop so we get nothing anyway. Many of these companies know this and they also know the chances of you pursuing it is remote so they just bide there time and ignore you.

Busters mum it may only be a door, broken mirror and such but it belongs to someone and if it was yours it would be a little different. I lost all my jewellery, a laptop, computer discs, medical equipment etc, they may not have been new but they were MINE and that is what hurts it has nothing to do with value, you put your trust in people and get s***e on and no amount of research can prepare you for that.

I think you should be aware though that removals companies do not provide insurance. That part of things is subcontracted to an insurance company. Maybe you should be talking to them direct ... if indeed they are able to talk to you.

The movers web site says

We do not charge any extra for insurance unlike many other removal companies.

We pride ourselves on keeping things simple. For all moves we have full goods in transit insurance that covers our vehicles up to the value of £20,000 for free. For all goods in storage we cover each storage container (7m3) up to the value of £2,000 for free. We also hold public liability insurance for £5,000,000.

Insurance isn't free. We used to operate our own marine insurance through a major company, and it cost us a lot. If the insurance is free then I am surprised. Did you have an actual insurance certificate issued by a recognised insurance company

I am so sorry your move to Spain has been so traumatic and costly, and to lose so many valuable things -there is nothing I can say that will help although I wish there was.

Going off the original thread which was to warn about small print - we actually had packed up a house in Wales and moved to a new one but not unpacked, everything in marked boxes, like 'ornaments' 'kitchen' 'crystal glasses' etc - we had to go away for two weeks to work and everything except a distinct coffee table and a camphorwood chest was stolen and uninsured in the new house - even now 20 years later we may see something and think 'we have one of those - oh no we don't ' but we now laugh and think at least we were clutter free, also we were a lot younger. I had my photograph albums with me which were and are my most precious items.

My goods this time are negligible - we have bought a new ladder, and new mirrors and are having fitted wardrobes (but can't sell a one door wardrobe) it is the fact that it irritates me so much that companies can get away this this sort of misrepresentation and I think if we had done our jobs like them we would either be sacked or rich!

Thank you Mitzyboy - I have looked and there is no insurance certificate - there are several statements and claims on their website that are as laughable and inaccurate as the one you have quoted - did you see if they belong to an association. We will not be taking it further as Buster's mum says - life it too short - I just wanted to bring the small print to as many people as possible and you have found that they don't insure anyway.

No, they claim to have standards which are accepted by the BAR association, but they dont display the medal, so I dont see anything to show they are

If they are unable to provide you with a certificate of insurance made out in your name then I am guessing, combined with what else you have said, that they have not taken out an insurance for you, but are just using the standard carriage insurance that they have to have ..... hence why they dont charge anything, because personal effects insurance can be expensive. These kinds of insurances are generally limited to a rate per ton, and dont cover the value of anything valuable

Thanks for that Mitzyboy, let us hope we have saved a few people some problems by bringing it to their attention.