Quick summary: If something gets damaged during a move, photograph it on the day, point it out to the driver before they leave, and put a written report in as soon as you can. Pay for the service as agreed and pursue the damage separately. How a claim is handled depends on the mover’s insurance and their terms, so check both before you book. You also have legal rights: under the Consumer Rights Act 2015, a service has to be carried out with reasonable care and skill. If you’re moving in Bristol, you can compare drivers on our Bristol man and van page.
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 things occur even with careful handling. What matters is knowing what to do when something goes wrong, and understanding your options for getting it put right.
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 usually works.
Where does your driver need to go?
How long do you need the driver at each end?
A rough guide to the total time for loading and unloading.
- Few items: 30 mins to 1 hour
- Studio flat: 1 to 1.5 hours
- 1-bed flat: 1.5 to 2.5 hours
- 2-bed house: 2.5 to 4 hours
Every move is different. Stairs, parking and big or awkward items all add time. If unsure, round up.
Extra loading and unloading time is charged by the hour.
Estimate
Compare van sizes
How your booking & deposit 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 straight away strengthens any claim later.
Document Everything
Take clear photographs of the damage from several angles. Get close-ups of the specific damage and wider shots showing the item in context. Phones timestamp photos automatically, which gives you useful evidence of when the damage was found.
Write down exactly what happened: what was damaged, when you noticed it, how it seems to have happened, and who was there. 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 going on, point it out to the movers straight away and ask them to acknowledge it, ideally in writing or by text. Some operators use job completion forms; if damage is noted on one before signing, it creates a clear record that both sides saw the issue.
Getting that acknowledgement on the day removes any later argument about whether the damage happened during the move or was already there.
Don’t Withhold Payment
It’s tempting to hold back payment when something’s been damaged, but it usually backfires. It doesn’t strengthen your position, and it can create a second dispute on top of the first. Pay for the service as agreed, then pursue the damage separately.
If You Booked Through The Van Man Co
The drivers on The Van Man Co are independent, vetted partners, and insurance cover varies from driver to driver. If something is damaged, photograph it on the day and contact The Van Man Co. Claims go through the driver’s insurance: Goods in Transit cover for your belongings, and Public Liability cover for damage to the property itself. If cover matters for what you’re moving, you can check a specific driver’s cover after you’ve made a booking request and before the deposit is charged.
Reporting the Damage
Once the move is finished, report the damage formally and in writing. Email is ideal because it gives you a timestamped record.
What to Include in Your Report
Include the date of the move, your booking reference or job details, a clear description of each damaged item, photographs, an estimate of the cost of the damage, and what outcome you’re looking for: 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 acknowledgement you got from the movers on the day.
Report It Quickly
Report damage as soon as you can. Many operators set a time limit for claims in their terms, so check yours. The longer you leave it, the easier it is for a claim to be rejected on the grounds that the damage could have happened after the move.
How Claims Are Usually Handled
What happens next depends on the operator and the insurance they carry, and it varies a lot across the industry.
If the Operator Has Goods in Transit Insurance
Operators with Goods in Transit (GIT) insurance will usually pass your claim to their insurer. Expect to fill in a claim form, send your photos, and possibly show proof of the item’s value, such as receipts or comparable replacement prices.
For bigger claims the insurer may want to inspect the damage before deciding whether to repair, replace or pay out, and the process can take several weeks. Policies have limits and exclusions: payouts can be capped per item or per incident, and damage put down to poor packing may not be covered.
If the Operator Doesn’t Have GIT Insurance
Without GIT cover, you’re dealing with the operator directly rather than an insurer. Some will accept responsibility and pay for the damage themselves. Others may dispute it or stop responding. That’s why checking cover before you book matters so much.
Your Consumer Rights
Whatever insurance an operator carries, you have legal rights as a consumer.
The Consumer Rights Act 2015
Under section 49 of the Consumer Rights Act, every contract for a service includes a term that the trader must perform it with reasonable care and skill. If your belongings are damaged because the operator didn’t take reasonable care, you may be able to claim the cost of repair or replacement.
Contract Terms and Limits
Removal contracts often include clauses that limit how much the operator will pay, for example a cap per item. The Consumer Rights Act makes it harder to rely on unfair terms, but the contract still affects what you can recover. Read the terms before you book, and think about extra cover for anything valuable.
If the Operator Won’t Pay
Sometimes claims are turned down, or operators simply stop replying. You still have options.
Escalate Within the Company
If your first contact gets nowhere, escalate to a manager or owner. Put the complaint in writing, summarise what you’ve already tried, and set a clear deadline for a response.
Trade Associations
If the operator is a member of the British Association of Removers (BAR), there’s a set route. BAR members follow a Trading Standards-approved Code of Practice, and if a complaint can’t be resolved with the mover, it goes to the Furniture & Home Improvement Ombudsman, an independent, approved dispute resolution body. BAR sets out the steps in what to do if something goes wrong. Not every man and van operator is a BAR member, so check before relying on this.
Court Action
If nothing else works, you can make a court claim for money through the county court, often called the small claims court. It’s designed to be used without a solicitor, and GOV.UK suggests trying mediation first, as it can be quicker and cheaper. Before going to court, send a final letter giving the operator one last chance to settle.
Trading Standards
You can also report problem operators to Trading Standards. They don’t resolve individual disputes, but reports help build a picture of businesses that repeatedly let customers down.
Preventing Damage in the First Place
Before the move, photograph valuable and fragile items so you have a record of their condition. Pack fragile things carefully, take furniture apart where you can to cut down on handling, and point out anything particularly valuable or delicate to the driver so they know to take extra care.
If you’re moving high-value items like antiques, artwork or expensive electronics, check whether your home insurance covers them in transit, or whether you need extra cover.
Realistic Expectations
A few minor scuffs can happen in any move that involves carrying furniture through doorways and in and out of a van. Claims work best for clear damage that affects an item’s value or use. A deep gouge in a table is a reasonable claim; a mark you have to hunt for is much harder to pursue.
If you’re moving valuable furniture or relocating your home, ask about the damage process before you book. A reliable operator will be happy to explain it. When you’re ready, you can get a time-based estimate on our Bristol man and van page, or see our furniture transport service.
