If your belongings are damaged during a house move, document the damage immediately with photographs, notify your removals company in writing as soon as possible, and check both your home contents insurance and the company's goods-in-transit cover before making a formal claim.
Discovering damaged belongings after a move is stressful, but acting quickly and methodically gives you the best chance of a successful claim. As soon as you notice damage, photograph everything clearly before moving or unpacking the item further. Note the date, the specific item, and where it was found. Do not dispose of damaged goods or packaging, as these may be needed as evidence.
Notify your removals company in writing — email is fine and creates a clear record — within a reasonable time of the move. Most reputable removals firms ask for notification within a set period, sometimes as short as seven days, so check your contract or booking terms carefully. Verbal complaints alone are harder to pursue later.
Check what insurance is in place. A professional removals company should carry goods-in-transit insurance, which covers your possessions while they are being loaded, transported, and unloaded. Ask the company for details of their policy and the claims process. You should also check your own home contents insurance, as some policies include cover for removals. If you arranged separate removals insurance, contact that provider too.
If the company accepts liability and the matter is straightforward, most claims are settled directly. If there is a dispute, you can escalate to a trade body if the company is a member — the British Association of Removers (BAR) operates a conciliation and arbitration scheme for exactly this situation. For unresolved disputes, you also have the option of the small claims court as a last resort.
At Astra Removals, we carry goods-in-transit insurance as standard and handle any damage reports promptly and fairly. If you have a concern following your move with us, please contact us directly and we will work through it with you.
Is a removals company legally responsible for damage to my belongings?
A removals company can be held liable for damage caused by their negligence during loading, transit, or unloading. However, liability depends on the terms in your contract and whether the company was at fault. This is separate from any insurance claim you may make.
What is goods-in-transit insurance and does my removals company have to have it?
Goods-in-transit insurance covers your possessions against loss or damage while they are being moved. There is no legal requirement for a removals company to hold it, but any reputable firm should carry it as standard. Always ask for confirmation before your move.
Can I claim on my home contents insurance for removals damage?
Many standard home contents insurance policies include some cover for belongings during a house move, but the level of protection varies considerably. Check your policy documents or contact your insurer before moving day to understand exactly what is covered.
What if my removals company refuses to accept responsibility for the damage?
If the company is a BAR member, you can use the British Association of Removers' independent dispute resolution scheme. Alternatively, you can pursue the matter through the small claims court (up to £10,000 in England and Wales) without needing a solicitor.
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