Even with a professional crew, occasional damage happens — a scratch on a wardrobe, a chipped plate, a scuffed skirting board. Handled correctly, a proper firm resolves 99% of claims without argument. Here's how.
Step 1 — Note damage during the walkthrough
Before the crew leaves, walk through both addresses. Point out any damage while the crew is still there. Almost every reputable firm will offer to fix, compensate or arrange repair on the spot for minor items.
Step 2 — Photograph everything within 24 hours
Multiple angles, with a ruler or coin for scale. Photograph any damaged packing (torn boxes, broken corners). Timestamp matters.
Step 3 — Report in writing within 7 days
Standard UK removals policies require written notification within 7 days of the move. Email your named coordinator with:
- Move reference number
- List of damaged items with photos
- Approximate replacement or repair value
- Original receipts if you have them
Step 4 — The insurer's response
A professional firm acknowledges within 48 hours and either offers to repair, replace or reimburse. Reasonable timeline for payment: 14–28 days from claim acceptance.
Step 5 — If you disagree with the outcome
- Escalate in writing to the branch manager
- Request the firm's formal complaints procedure — Apex publishes ours here
- Contact your credit card provider about a partial chargeback if you paid by card
- Small Claims Court if the amount is under £10,000 (£35 filing fee)
What you'll typically be reimbursed
- Repairable damage — cost of professional repair
- Broken items — replacement value if less than 5 years old, depreciated value if older
- Unique / antique items — market value if provable (auction records, insurance valuation)
How to avoid needing to claim
- Book a professional firm with £50k+ goods-in-transit cover
- Have them pack fragiles (self-packed fragiles are often excluded)
- Photograph everything valuable before move day
- Insist on floor protection at both addresses
Related reading
Frequently asked questions
- What do I do if a removal company damages my items?
- Note the damage during the crew's walkthrough before they leave, photograph everything within 24 hours, and report in writing to the firm within 7 days with photos and estimated replacement value. Reputable firms respond within 48 hours and pay out within 14–28 days.
- How long do I have to claim for damage after a house move?
- Standard UK removals policies require written notification within 7 days of the move. Some allow up to 28 days for damage that only becomes visible on unpacking. Always report in writing (email counts) rather than by phone.
- Can I refuse to pay if the removal company damaged my items?
- No — withholding payment usually voids the insurance claim and gives the firm grounds to pursue you. Pay in full, then claim through the firm's insurance and, if needed, escalate through their complaints procedure or the small claims court.
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