Moving: hire a professional mover

Verified 14 March 2024 - Directorate for Legal and Administrative Information (Prime Minister)

You are about to move to France and you are going to call on a professional? Professional movers are subject to strict regulation. We tell you the steps to follow to move in good conditions.

Step-by-step approach

The profession of mover is a regulated profession. A moving company must be entered in the trades register, and in the carrier and leasing register.

You can consult the list of companies register in the national electronic register of road transport companies and in the register of freight forwarders to check whether the mover you are about to take is on the register.

Service Delivery

The mover must take care of:

  • the loading of furniture at your old home,
  • the transport of your furniture
  • and unloading it at the new home.

Please note

The mover doesn't have to pack your furniture. This is usually an option (paid) of the contract offered to you.

Display of rates for services

The mover must post his prices on the premises of his company, in particular:

  • the price of labor,
  • the price of traction per volume band with a fixed term and a kilometer term,
  • the price of lost supplies,
  • the price of renting small equipment.

Information on the amount of greenhouse gases emitted to deliver the service

The mover must inform you about the greenhouse gas emissions generated by his trips.

Professional indemnity insurance contract

The mover is liable in case of misconduct on his part or on the part of his employees resulting in the loss or breakage of an object (for example, a product has been improperly packaged).

He must also be held accountable for the delay or failure to deliver and for the damage caused to the common parts of the buildings during the move.

For these reasons, the trader must have taken out a professional indemnity insurance (CPR).

This insurance is intended to cover any damage that the mover may cause you or third parties in connection with the performance of the removal service.

Expenses arising from damage caused by the mover are covered by the insurance (damages, compensation, etc.).

The mover must give you a free quote front the signing of a removal contract.

You do not have to pay for this quote: it is free.

The estimate must be accompanied by the general terms of the removal contract offered by the company.

The quotation or general terms and conditions of the contract must contain the following mandatory information:

  • Company Contact Information
  • Customer Name and Address
  • Estimated date or period for the move
  • Place of loading, place of delivery and distance between
  • Quote Writing Date
  • Indication of the volume of furniture
  • Type of trip to be made (tour or special trip)
  • Precise definition of the chosen service (example: packing by the company or by the customer, dismantling and assembly of furniture...)
  • Steps to be taken if the customer wants to make a reserve in case of loss or breakage of a property
  • Specific details on the payment (payment deadline, in 1 or more times, means of payment accepted)
  • Extent of company liability and steps to seek compensation (amicable, arbitral, judicial proceedings)
  • Amount excluding taxes (excluding tax) and all taxes included (including tax) of the move and mention that this price is final. The mover cannot charge additional fees unless the original quote is modified and with the customer's agreement

FYI  

In the absence of any such indication, the contract shall remain valid.

The mover must give you a quote that shows the total price you have to pay after the move.

The rules for signing the quote vary depending on whether you have been door-to-door selling or not.

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You weren't approached at home

If you sign the quotation, you agree to let the company carry out the move under the conditions mentioned in the quotation and in the general conditions. So you won't be able to change your mind

After signing, the company may ask you to pay an advance or of deposits.

If, after you pay this advance, you decide not to let the company make the move, you will not be able to get your money back.

Conversely, if the mover renounces the performance of the contract, he will have to refund you double the deposit.

FYI  

You can request an additional quote if you want to add a service (for example, furniture assembly).

You were approached at home

If you have been contacted at home and signed the quotation on the day of the visit of the mover, you benefit from a reflection period 14 days to change your mind.

This period shall start from the day following the signature of the estimate.

The company may not require any payment from you before the expiration of this period.

After the reflection period has expired, the company may ask you to make an advance or of deposits.

If, after you pay this advance, you decide not to let the company make the move, you will not be able to get your money back.

Conversely, if the mover renounces the performance of the contract, he will have to refund you double the deposit.

FYI  

You can request an additional quote if you want to add a service (for example, furniture assembly).

Relocation contract

The mover must hand over a removal contract.

The removal contract is made after the quote has been signed.

The contract shall contain a summary of the specific characteristics of the service and shall contain clauses specifying:

  • the nature and purpose of the removal,
  • the conditions governing the performance of the service as regards transport proper,
  • the conditions for removal and delivery of the goods transported,
  • the respective obligations of the consignor, the remover and the consignee,
  • the price of the removal and the ancillary services provided.

The contract is accompanied by the general conditions of sale of the move. These define the responsibilities in the event of a dispute, and the obligations of the mover throughout the move. For example, make the move on the agreed date and time, protect your goods during transport, respect delivery times, compensate in case of loss or damage;

Value Statement to be completed

The value declaration is a mandatory document that allows you to notify the amount of your furniture, to declare it to the insurance. It makes it possible to judge the amounts of compensation in case of damage during the move.

Usually, the mover will give you the value statement form to fill out.

Consignment note

The mover must draw up a consignment note. It is a document used to organize the transport of objects by road (furniture, goods).

The document describes the move, as agreed with the mover, and provides for the possibility of indicating reservations.

It must be dated and must contain the following information:

  • Name, address and Siren number or intra-Community identification number of the company of removal
  • Customer Name and Address
  • Mode of transport execution
  • Nature, weight or capacity of the articles to be transported
  • Loading and delivery locations
  • Deadline for loading and delivery operations

The consignment note shall be made out in 4 copies for the following purposes:

  • 1 copy constitutes the strain. It is preserved by the company.
  • 1 copy is given to the customer before the move. It is double the strain.
  • 1 copy accompanying the goods during transport shall be given to the executing staff or, if not, to an executing company or to a receiving correspondent. This copy shall constitute the delivery note. You must discharge it after the move and if necessary, your reserves. It is preserved by the company.
  • 1 copy is a duplicate of the delivery note. It is given to you at the end of the move.

The consignment note can be issued in paper or electronic form (by email).

If the consignment note is in paper form, at least one copy of the consignment note must be carried on board the vehicle.

If the consignment note is in electronic form, it must be possible to transmit or communicate the document. It consists solely of an electronic support on board the vehicle, in particular a smartphone, tablet or computer.

Delivery note

The mover must submit a delivery note. This is a copy of the waybill that must be presented to you at the end of the move for you to sign it.

Your signature gives a discharge to the moving company as to the conveyance of the objects transported. This does not guarantee that everything went well.

In case of problems (damaged or lost furniture for example), you must carry reserves on the delivery note. The document is retained by the moving company, but you must receive a copy.

The delivery note shall clearly state the following:

  • Possibility of issuing reservations after delivery
  • Complaint procedures
  • Time limits for complaints

Note

The mover has to give you a note.  If it is different from the price of the quote you have accepted, it must include a precise and explicit explanation of the reasons for this difference.

If at the time of delivery you notice damage or missing items, you must make reservations (specifically) on the delivery note before you sign it.

In this case, 2 hypotheses are possible:

  • If the mover does not dispute the reservations you made, you can quantify your damage before making your refund request.
  • If the mover disputes the reservations you have made, you must send a letter of protest to the mover within 10 days from the day of the claim.

If you notice damage or lack of items after the movers leave, you can always make a claim within a period of time:

  • 10 days after receiving his goods to protest,
  • 3 months if the mover has not clearly indicated the procedure to follow in case of protest.

In the 2 cases, you will have to transmit a complaint based on a registered letter with acknowledgement of receipt for the purpose of claiming compensation within the limits of the guarantee amounts specified in the contract.

For damaged items, you can contact the company directly to claim compensation.

In case of refusal, you can have recourse to a third party (consumer association, mediation) or to the courts.

You can play the guarantee legal protection included in home insurance.

However, the liability of the mover may be waived in the following cases:

  • Force majeure
  • Defect of the thing carried
  • Fault on your part

Make a claim with the company

You can make a claim with the moving company within 10 days calendar days from the receipt (or non-receipt) of the objects.

This period is extended to 3 months if the company has not informed you of the 10-day period for making reservations upon receipt.

Your complaint must be made by registered letter with acknowledgement of receipt.

You can use a template letter to write your mail:

Make a claim for lost or broken items during a move

You can claim compensation within the guarantee amounts specified in the moving contract. This limit corresponds to the total compensation for your furniture or per piece of furniture or object according to the value declaration you have completed.

Please note

The mover may, however, use a case of force majeure to refuse to compensate you (for example, a drunk driver who hit the moving truck that was properly parked).

Involve a consumer association

You can use a consumer association to be supported and assisted in your efforts.

Use an amicable dispute resolution method

In case of a persistent dispute with the mover (refusal to quote, refusal to refund a broken item...), you can ask a third party to intervene.

Sometimes, the method of amicable resolution is provided for in the contract (or in the delivery note).

You can contact a mediator of the professional sector (French Federation of Movers or Consumer Ombudsman).

You can also contact a conciliator of justice independent.

Seek justice

If mediation or conciliation has failed, you can go to court.

You can ask for damages for the damage suffered. For example, to get a refund for a broken item.

You must take legal action within 1 year from the date of delivery.

The competent court depends on the sums involved in the dispute.

  • For a case less than or equal to €10,000, it is the local court or the judicial court.
  • For a case greater than €10,000No, it's the court.
Who shall I contact

You can refer the place where the removal business is located to the court or the place where the removal was made to the court.

Moving overseas or internationally

Published on 14 June 2024

If you are moving overseas or internationally, it is highly recommended to follow the following steps:

  • Request quotes from multiple companies
  • Check the company's qualification and experience
  • Ensuring that the company is well insured
  • Inquire about the services offered by the company

Administrative formalities vary according to the country of destination. You can find out from the consular services of the country to which you are moving.

Finally, be sure to take out insurance in case your items are lost or stolen during transport.

Who can help me?

Find who can answer your questions in your region

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