Despite everyone’s best efforts, damage during a move can happen. A scratch on a wardrobe, a chip on a table leg, a broken lamp—these incidents occur even with careful handling. What matters is knowing what to do when something goes wrong and understanding your options for getting it resolved.
This guide explains the practical steps to take if your belongings are damaged during a move, your rights as a consumer, and how the claims process typically works.
Immediate Steps: What to Do on Moving Day
If you notice damage during your move, how you respond in those first moments matters. Taking the right steps immediately strengthens any subsequent claim.
Document Everything
Take clear photographs of the damage from multiple angles. Capture close-ups showing the specific damage and wider shots showing the item in context. If possible, photograph the item both where it sits and in better lighting if needed. Modern phones timestamp photos automatically, which provides useful evidence of when the damage was discovered.
Write down exactly what happened: what was damaged, when you noticed it, how it appears to have occurred, and who was present. These details fade quickly, so capture them while they’re fresh.
Tell the Movers Before They Leave
If you spot damage while the move is still in progress, point it out to the movers immediately. Ask them to acknowledge it—ideally in writing or via text message. Some operators use delivery sheets or job completion forms; if damage is noted on these documents before signing, it creates a clear record that both parties acknowledged the issue.
Getting the operator’s acknowledgment on the day removes any later dispute about whether damage occurred during the move or existed beforehand.
Don’t Refuse to Pay
It’s tempting to withhold payment when something’s been damaged, but this usually backfires. You’re legally obligated to pay for the service provided, even if part of it went wrong. Withholding payment doesn’t strengthen your position—it can actually weaken it and create a separate dispute. Pay as agreed, then pursue the damage claim separately.
Reporting the Damage
Once the move is complete, contact the operator formally to report the damage. Do this in writing—email is ideal because it creates a timestamped record.
What to Include in Your Report
Your damage report should include the date of the move, your booking reference or job details, a clear description of each damaged item, photographs, an estimate of the damage value, and what outcome you’re seeking (repair, replacement, or compensation).
Be factual and specific. “The wardrobe has a 15cm scratch on the left door panel” is more useful than “my wardrobe is ruined.” Include any acknowledgment you received from the movers on the day.
Time Limits Matter
Report damage as quickly as possible. Most operators have time limits for claims—often seven to fourteen days from the move date. If you wait weeks before reporting, claims can be rejected on the grounds that damage might have occurred after the move. Even if no formal deadline is stated, prompt reporting demonstrates that you’re serious and that the damage was move-related.
How Claims Are Typically Handled
What happens next depends on the operator and what insurance they carry. The process varies significantly across the industry.
If the Operator Has Goods in Transit Insurance
Professional operators with Goods in Transit (GIT) insurance will typically direct your claim through their insurer. You’ll usually need to complete a claims form providing details of the damage, submit your photographic evidence, and possibly provide proof of the item’s value (receipts, valuations, or comparable replacement costs).
The insurer may send an adjuster to inspect the damage, particularly for higher-value claims. They’ll then decide whether to offer repair, replacement, or financial compensation. This process can take several weeks.
Be aware that insurance policies have limits and exclusions. The payout might be capped per item or per incident. Items that weren’t properly packed, or damage deemed to result from inadequate packaging, might not be covered. High-value items that weren’t declared might be excluded.
If the Operator Doesn’t Have GIT Insurance
If the operator doesn’t carry Goods in Transit insurance, you’re dealing directly with them rather than an insurer. Some operators will acknowledge responsibility and offer compensation from their own funds. Others may dispute liability or simply not respond.
This is why checking insurance before booking matters so much. Without GIT cover, your options for recovery depend entirely on the operator’s willingness to pay—or your willingness to pursue legal action.
Your Consumer Rights
Regardless of what insurance an operator carries, you have legal rights as a consumer in the UK.
The Consumer Rights Act 2015
Under this legislation, services must be performed with reasonable care and skill. If your belongings are damaged because the operator failed to take reasonable care, they’re in breach of contract. This gives you grounds to claim compensation for the cost of repair or replacement.
The Law of Bailment
When you hand your possessions to a removal operator, they become legally responsible for taking reasonable care of them. This is known as bailment. If items are damaged while in their possession, they’re presumed to have been negligent unless they can prove otherwise. This shifts the burden of proof—they need to show they took proper care, not you proving they didn’t.
Contract Terms and Limitations
However, removal contracts often include limitation clauses that cap the operator’s liability. These might limit compensation to a certain amount per item or per kilogram of weight. Under standard Road Haulage Association conditions, liability can be limited to just £1,300 per tonne—which is often far less than items are actually worth.
The Consumer Rights Act makes it harder for operators to hide behind unfair limitation clauses, but contract terms still affect what you can recover. This is another reason why understanding terms before booking—and considering additional insurance for valuable items—matters.
If the Operator Won’t Pay
Sometimes claims are rejected, or operators simply stop responding. You still have options.
Escalate Within the Company
If your initial contact gets nowhere, escalate to a manager or owner. Put your complaint in writing, summarise your previous attempts to resolve it, and set a clear deadline for response. Sometimes a more senior person takes complaints more seriously.
Trade Associations
If the operator is a member of a trade association like the British Association of Removers (BAR), you can escalate your complaint to them. BAR has its own complaints procedure and can mediate disputes between members and customers. Membership requires operators to meet certain standards, including having appropriate insurance and following a code of practice.
Not all man and van operators are BAR members—it’s more common among larger removal companies. But if your operator is a member, this is a useful route.
The Furniture Ombudsman
The Furniture Ombudsman (now part of a broader consumer dispute resolution service) handles complaints about removal companies that are registered with them. They’re independent and government-approved. If your operator is registered, you can raise a dispute through their process. Again, not all operators are registered, but it’s worth checking.
Small Claims Court
For claims up to £10,000 in England and Wales (£5,000 in Scotland), you can use the small claims track of the county court. This is designed to be accessible without a solicitor. You’ll need to pay a court fee (recoverable if you win), submit your evidence, and attend a hearing.
Before starting court proceedings, you should send a “letter before action” giving the operator a final opportunity to settle. If they still don’t respond, you can proceed with your claim. Courts take a dim view of defendants who ignore reasonable attempts to resolve disputes.
Trading Standards
You can report problematic operators to Trading Standards. While they don’t resolve individual disputes, reporting builds a picture of operators who consistently fail customers. This can prompt investigations and adds pressure on businesses to improve their practices.
Preventing Damage in the First Place
While this article focuses on what to do after damage occurs, prevention is always better.
Before the move, photograph valuable and fragile items so you have evidence of their condition. Pack fragile items carefully yourself or ensure the operator uses appropriate materials. Disassemble furniture where possible to reduce handling risks. Point out particularly valuable or delicate items to the movers so they know to take extra care.
If you’re moving high-value items—antiques, artwork, expensive electronics—consider whether your home insurance covers them in transit, or whether you need additional removal insurance. The cost is usually modest compared to the peace of mind.
Realistic Expectations
A few scratches or minor scuffs are almost inevitable in any move involving furniture. Professional operators do their best to prevent damage, but when items are carried through doorways, loaded into vans, and unloaded at the other end, some wear can occur.
Claims processes work best for clear damage that significantly affects an item’s value or usability. A deep gouge in a table is a legitimate claim. A barely visible scratch that you need to look for to find is harder to pursue. Understanding this helps set realistic expectations about what claims are worth pursuing.
If you’re moving valuable furniture or relocating your home, asking about damage procedures before booking helps you understand what to expect if something goes wrong. Reputable operators are happy to explain their process—because they’re confident in their ability to handle your belongings carefully.
If you’d like to discuss how damage claims are handled before you book, you can get an instant quote and ask any questions about the process.
