How to Make a Removals Damage Claim: Step by Step
A practical UK guide to documenting damage after a move, contacting the mover, escalating and what evidence helps. General information, not legal advice.
Something has arrived scratched, cracked or broken. It is frustrating, particularly on a day when you are already tired. The way you handle the first hours and days usually decides how smoothly a claim goes. This is general guidance and not legal advice.
At the moment you spot the damage
Do not rush the sign-off
If the team is still there, point out the problem before you sign anything or confirm completion. Ask them to note it on paperwork or in a message. That small step makes a later claim much simpler.
Photograph everything
Take clear photos from several angles, including the damage, the whole item and any packaging. Take a wider shot showing where it is in the room. If a box is crushed or wet, photograph that too.
Keep the evidence
Do not throw broken items away, repair them or wash stained things until the provider has had a chance to see them, unless there is a safety reason.
Step by step
- Write down what happened. Date, item, when you noticed and who was present.
- Check what you agreed. Your quote, booking messages and any terms. These may specify time limits for reporting damage.
- Contact the mover in writing. Message or email, with photos, describing the item and what you want. Keep it factual and calm.
- Provide supporting information. Proof of value, such as receipts, an earlier photo or a valuation, and the item's age and condition before the move.
- Give them a reasonable chance to respond. Many will want to inspect or ask for repair quotes.
- Keep a log. Dates and summaries of calls, and save all messages.
What the mover may ask for
- Photos and a short description
- Proof of ownership or value
- Repair or replacement quotes
- Details of how items were packed
- Confirmation that damage was reported promptly
If the provider carries goods in transit cover, they may pass the claim to their insurer, which may have its own forms and time limits. See goods in transit insurance explained.
Where responsibility can be unclear
Items you packed
Some providers or insurers exclude damage to items inside boxes you packed, because they cannot tell whether it was the packing or the handling. Good packing helps, see how to pack fragile items.
Pre-existing damage
If a table had a crack before the move, proof of condition matters. Photographs taken in advance are invaluable.
Wear and tear
Cover typically concerns damage caused during the move, not general ageing.
If you cannot resolve it directly
- Check your own contents policy. You may be able to claim there, subject to the excess.
- Use the provider's complaints procedure, if there is one.
- If you booked through a platform, contact its support. On Compito, support can help if something goes wrong with a booking.
- Consider formal routes. Citizens Advice can explain consumer rights, and small claims is an option for disputes over modest sums. Seek independent advice for anything complicated.
Keep tone constructive throughout. A clear, documented claim presented politely is more likely to be settled quickly than an angry one.
Reducing the risk next time
- Photograph valuable items before the move.
- Do a quick inventory of large items.
- Agree in writing what is covered and any limits.
- Keep delicate or irreplaceable items with you.
The questions to ask a removal company include several about cover that make claims easier.
A worked example
A wardrobe door arrives cracked. The customer notes it in a message before the team leaves, photographs the damage and the wardrobe in place, and sends a fuller message that evening. They include the date, the item's approximate age, a photo from before the move, and a repair quote from a local joiner. That package makes the claim easy to assess and is usually quicker than a vague complaint.
What good evidence looks like
| Evidence | Why it helps |
|---|---|
| Dated photos before and after | Shows condition change |
| Written note at the time | Shows prompt reporting |
| Receipt or valuation | Shows value |
| Repair or replacement quote | Shows cost |
| Message history | Shows what was agreed |
Edge cases
- Damage found later: note it as soon as you find it and explain when you unpacked.
- Damage to the building: report it to the landlord or building manager, and tell the mover.
- Items with sentimental value: compensation usually relates to monetary value, so be realistic.
- Partial sets: some claims account for the loss of a matching set.
Common mistakes
- Waiting weeks to report.
- Throwing away damaged items or packaging.
- Making a claim by phone only, with no written record.
- Posting angry messages before giving the provider a chance to respond.
- Claiming for more than you can evidence.
When to seek advice
For high-value claims, or where responsibility is disputed, consider speaking to your insurer or Citizens Advice. This article is general information, not legal advice.
Frequently asked questions
How long do I have to report damage?
It varies by provider and policy. Some require notice at the time or within days. Check your terms and report as soon as you can.
Can I withhold payment?
That depends on the terms and the circumstances. Raise it with the provider and seek advice before withholding anything, because it can complicate matters.
What if the item is old?
Compensation may reflect age and condition rather than the cost of a new item, depending on the terms. Keep receipts or photos where you can.
Should I accept a repair instead of a payment?
It depends on the item and your preference. Ask for the offer in writing, check that the repairer is competent, and consider whether the repair will restore function and appearance.