Moving day was stressful enough. Then the removals company scratched the floors, broke your furniture, lost a box of belongings, or demanded an extra payment before they would unload. Now they are hiding behind their terms and conditions.
A removals firm provides a service, and the law sets a standard for how that service must be done. When they fall short, you can claim the cost of putting it right.
Your Right: Under the Consumer Rights Act 2015, a removals company must perform the move with reasonable care and skill. Damaging, losing, or negligently handling your belongings is a breach — and you can recover the cost of repair or replacement, even where their terms try to limit it.
When You Have a Claim
- Furniture or belongings were damaged in the move
- Items or whole boxes went missing
- The property (floors, walls, doorways) was damaged by the movers
- They demanded an unagreed extra charge to release your goods
- They failed to turn up or were so late it caused you real loss
Liability Limits Are Not the Final Word
Many removals contracts cap compensation per item or exclude certain damage. Such a term only binds you if it was clearly brought to your attention before you agreed and is fair. If it was buried in the small print or is unreasonable, the court can refuse to enforce it. Don't be put off by a one-line clause in their booking form.
Recover what your move cost you
JustClaim writes your court claim and particulars of claim for you and files it online. No solicitor, no legal jargon.
Start Your Claim NowHow to Claim: Step by Step
Record the damage immediately. Photograph everything, note damage on the delivery paperwork, and report it to the company in writing straight away.
Get the figures. Obtain repair or replacement quotes and gather receipts or photos proving the value of anything lost.
Send a letter before action. Set out your loss and a deadline to pay before issuing proceedings.
File your claim. If they refuse, issue an N1 at the county court for the cost of repair or replacement, related losses, interest and the court fee.
What You Can Claim
- The cost of repairing or replacing damaged items
- The value of lost belongings
- The cost of repairing damage to the property
- Any unagreed charge you were forced to pay to release your goods
- Interest and the court fee
Frequently Asked Questions
Can I sue a removals company for damaging my belongings?
Yes. A removals company must carry out the job with reasonable care and skill under the Consumer Rights Act 2015. If they damage your furniture, lose items, or handle the move negligently, you can claim the cost of repair or replacement in the small claims court.
The contract limits their liability — can I still claim?
Possibly. Removals firms often cap liability (for example per item) in their terms. A limit only binds you if it was clearly drawn to your attention before you booked and is fair. If it was buried in the small print or is unreasonable, you can argue it does not apply. You can also claim up to any valid limit.
What evidence do I need?
Photos of items before and after the move, the inventory or booking, the quote and invoice, and quotes for repair or replacement. Note any damage on the delivery paperwork at the time and report it to the company in writing as soon as possible.
They lost a box of belongings — what can I claim?
You can claim the value of the lost items, the cost of repairing any damage, and related losses. Keep evidence of what was in the box (receipts, photos, listings) so you can prove the value to the court.
How much does it cost to take a removals company to court?
Court fees start at £35 for claims up to £300 and rise with the amount claimed. The fee is added to your claim and usually recovered from the company if you win. No solicitor is needed for a small claim.