Complain in six steps
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Step 1: Photograph the damage and keep the list of what was to be moved.
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Step 2: Complain in writing using the template and keep a copy.
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Step 3: Give the company the chance to repair what can be repaired.
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Step 4: Wait for a reply. The company should have replied within four weeks.
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Step 5: Get help from the municipality's consumer advice service if you cannot agree.
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Step 6: Report to ARN, the General Division, within one year of the first complaint. The fee is 150 kr.
8 § förordning med instruktion för allmänna reklamationsnämnden (2015:739), checked 5 October 2026
What is Bohag 2010?
General moving terms for consumers: an agreement between the removal industry and Konsumentverket. All removal companies that are members of Sveriges Åkeriföretag or Sveriges Möbeltransportörers Förbund must follow it. Ask the company before you book whether it does. We have not read which complaint deadlines Bohag 2010 sets out in the document, so we do not state any.
Source: Konsumentverket: Problems with a removal company.
What compensation am I entitled to?
The removal company must repair or replace what it has damaged or lost. If the damage can be repaired, the company must be given the chance to do so. Otherwise you can claim compensation for the cost of the repair, or for the value if the item cannot be repaired. You should not end up better off than before the damage. You need to be able to show that the company caused the damage, for example with pictures or a list of what was moved.
Source: Konsumentverket: Problems with a removal company.
Can I withhold payment?
In the case of defects and delay you may withhold the part of the payment that corresponds to your claim. When something has been damaged, you generally cannot withhold any part of the payment.
Source: Konsumentverket: Problems with a removal company.
The removal company was late or did not finish
Demand that the company finishes the job. The company cannot charge more than you agreed because it did not finish on time. If you have no agreed price, you pay what is reasonable. You can claim compensation for costs the delay caused, if you can document them; the template for a claim in case of delay is below.
Source: Konsumentverket: Problems with a removal company.
Can I cancel the removal company?
If the company follows Bohag 2010 you can cancel free of charge up to 15 days before the move. If you cancel later, the company can demand payment for work and costs. Cancel in writing so you can show when you did it. There is no statutory right of withdrawal for moving services.
Source: Konsumentverket: Problems with a removal company.
Can you report to ARN? Answer step by step
Four questions about the complaint, the reply, the time and the amount. The answer leads to the next question or to a result.
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Question 1: Have you complained to the removal company in writing?
Yes: Carry on. Go to step 2.
No: Complain first, in writing and with pictures. ARN only considers disputes where the company has had the chance to respond.
Template: Complaint to a removal company
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Question 2: Has the company said no, or have four weeks passed without a reply?
Yes: Continue. Go to step 3.
No: Wait for the reply. The company should have replied within four weeks. In the meantime the municipality's consumer advice service can give advice.
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Question 3: Is it less than a year since you first complained to the company?
Yes: Continue. Go to step 4.
No: Then ARN will not consider the report. The report must arrive within one year of the first complaint.
8 § förordning med instruktion för allmänna reklamationsnämnden (2015:739), checked 5 October 2026
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Question 4: Are you claiming at least 750 kr?
Yes: You can report to ARN, the General Division. The report costs 150 kr, non-refundable.
No: Then the claim is below ARN's value limit, and the board does not consider it.
8 § förordning med instruktion för allmänna reklamationsnämnden (2015:739), checked 5 October 2026
The answer
How to report to ARN
ARN considers moving services in its General Division. Before you report, the following must be true:
- The company has said no to your claim, or has not replied within four weeks.
- It is less than a year since you first complained to the company.
- The claim is at least 750 kr.
- You pay the fee of 150 kr, which is non-refundable.
Source: ARN: General Division, ARN: Consumer, report, Förordning (2015:739) med instruktion för ARN (riksdagen.se). 8 § förordningen med instruktion för ARN.
Does konsumenttjänstlagen apply?
Konsumenttjänstlagen applies to services involving work on movable property, work on real property and storage of movable property. Storage is safekeeping. Transport is not listed in the law. We draw no conclusion about what that means for your particular move; ask the consumer advice service in your municipality.
Source: Konsumenttjänstlag (1985:716) (riksdagen.se). 1 § konsumenttjänstlagen (the Swedish Consumer Services Act).
Home insurance and the removal company in your city
Whether home insurance can cover a moving damage we have not been able to verify; ask your insurance company. Removal companies we have checked are listed per city. Ask the company if it follows Bohag 2010 before you book. How you can identify an unreliable removal company before booking is in a separate post.
- Stockholm
- Gothenburg
- Malmö
- Uppsala
- Linköping
- Västerås
- Örebro
- Helsingborg
- Jönköping
- Norrköping
- Umeå
- Lund
- Gothenburg
- Eskilstuna
- Halmstad
- Gävle
- Sundsvall
- Karlstad
- Växjö
- Kalmar
- Karlskrona
- Gotland
- Falun
- Nyköping
Templates for complaints, cancellations and claims
All templates are under templates for the move.
Email: Complaint to a removal company To: The removal company
The template is in Swedish because it goes to a Swedish recipient.
- Complain as soon as you discover the fault and keep a copy (our advice).
- Konsumentverket: if the company can repair the damage, it must be given the chance. Otherwise you can claim compensation for the repair, or for the value if the item is ruined. You can withhold payment for defects in the service, but only the part that corresponds to the claim.
- If you cannot agree, you can report to Allmänna reklamationsnämnden (ARN). It costs 150 kr according to Konsumentverket.
Document: Documentation of the apartment's condition To: Your own document; send a copy to the landlordour advice
The template is in Swedish because it goes to a Swedish recipient.
- Photograph every room from two angles and every item of damage up close, with dates in the files (our advice).
- Do the same when you move into the new home (our advice).
- The tenant must take care of the apartment and compensate for damage caused through fault or negligence, also by someone in the household or by someone doing work for them (12 kap. 24 § jordabalken (the Swedish Land Code)). The documentation shows what condition the apartment was in when you left it.
Email: Cancelling a removal company To: The removal company
The template is in Swedish because it goes to a Swedish recipient.
- Bohag 2010 gives free cancellation up to 15 days before the move. Later than that, the company can demand payment for work done and costs (Konsumentverket).
- Cancel in writing; if you cannot prove the cancellation you may have to pay (Konsumentverket).
- There is no statutory right of withdrawal for moving services (Konsumentverket).
Email: Claim for compensation in case of delay To: The removal company
The template is in Swedish because it goes to a Swedish recipient.
- The costs must be directly linked to the delay and documented with receipts. You cannot claim compensation for the delay itself (Konsumentverket).
- You may withhold the part of the payment that corresponds to the claim (Konsumentverket).
- The company may not charge more because it did not finish on time (Konsumentverket).
Common questions
How long do I have to report to ARN?
One year from when you first complained to the company.
What does it cost to report to ARN?
150 kr, non-refundable.
Do I have a right of withdrawal when I have booked a removal company?
No, not by law. If the company follows Bohag 2010 you can cancel free of charge up to 15 days before the move, according to Konsumentverket.
The law behind it
Bohag 2010, General moving terms for consumers (industry agreement), checked 3 October 2026
An agreement between the removal industry and Konsumentverket. Members of Sveriges Åkeriföretag and Sveriges Möbeltransportörers Förbund must follow it, and Konsumentverket regards it as good practice for the whole industry. Among other things it gives the right to cancel free of charge up to 15 days before the move.
1 § konsumenttjänstlag (1985:716), checked 5 October 2026
The law applies to services involving work on movable property, work on real property and storage of movable property. Transport is not listed.
8 § förordning med instruktion för allmänna reklamationsnämnden (2015:739), checked 5 October 2026
ARN does not consider disputes under the value limit, which is 750 kr for other disputes, nor reports that arrive more than a year after the consumer first complained to the company.