Removal Company Damaged or Lost Your Belongings? How to Claim (UK)

Moving home is stressful enough without unpacking to find broken furniture or missing boxes. If your removal company caused the damage or loss, you have a clear right to compensation. Here is how to claim — and avoid the small-print traps.

Your rights

Under the Consumer Rights Act 2015, a removal firm must carry out the service with reasonable care and skill. If they damage or lose your possessions through carelessness, they are liable. Many firms also carry goods-in-transit insurance, and reputable members of trade bodies (such as the BAR) follow recognised conditions.

Watch the contract limits

• Movers often cap liability per item or by weight — read the conditions you agreed.
• Some exclude items you packed yourself ("owner-packed"), or high-value goods you did not declare.
• A term that is unreasonable may be unfair and unenforceable under the Consumer Rights Act — a blanket "we accept no liability" usually is.

How to claim

1. Inspect on delivery and note damage on the worksheet before signing, if you can.
2. Photograph everything and list missing/broken items with their value.
3. Report promptly in writing — many contracts require notice within a set number of days, so do not delay.
4. If on a credit card over £100, remember Section 75 as a backup.

A claim letter template

Dear [Removal company],

Re: Move on [date] — damage/loss claim

During my move you [damaged/lost] the following items: [list with values and
photos]. Under the Consumer Rights Act 2015 the service should have been carried
out with reasonable care and skill. I claim £[amount] for repair/replacement.

Please confirm settlement, or refer my claim to your goods-in-transit insurer,
within 14 days.

Yours faithfully,
[Your name and contact details]

Report fast, evidence thoroughly, and challenge any "no liability" clause as unfair. Most legitimate claims are settled by the firm's insurer once you put the details in writing.