What to Do If Movers Damage Your Furniture?

Discovering your furniture has been damaged during a move is frustrating, but there’s a clear process to follow. Here’s what to do, step by step.

Step 1: Document the damage

As soon as you notice damage, photograph it thoroughly before moving or cleaning anything. Take shots from multiple angles and capture the full extent of the damage clearly. If you have photos from before the move showing the furniture in good condition, include those as well, as they make a stronger case.

Make a note of what’s been damaged, a description of the damage, and when you first noticed it. Our guide on how to document belongings for insurance covers best practice for capturing this kind of evidence.

Step 2: Check your contract with the removal company

Find the agreement you signed with the removal company and read through the liability and insurance sections carefully. Key things to look for:

• Whether the company carries goods in transit insurance and what it covers
• Any limits on the amount they’ll pay per item
• The timeframe within which you must report damage to make a valid claim
• Whether any items were excluded from their liability, such as items they didn’t pack themselves

Reputable removal companies that are members of the British Association of Removers (BAR) are required to carry goods in transit insurance and follow a formal complaints procedure. If your movers are BAR members, this gives you an additional route for escalation.

Step 3: Report the damage to the removal company

Contact the removal company in writing as soon as possible, and ideally within the timeframe specified in your contract. Include:

• A clear description of each damaged item
• Your photos of the damage
• An estimate of the repair or replacement cost
• A copy of the relevant section of your contract

Ask for a written acknowledgement of your complaint and a clear timeline for how they’ll handle it. Keep copies of all correspondence.

Step 4: Check your contents insurance

If the removal company denies responsibility, offers inadequate compensation, or their goods in transit insurance doesn’t cover the full amount, check whether your contents insurance covers moving damage.

Some contents policies extend cover to belongings in transit, but this usually applies only when you’re using a professional removal company rather than doing it yourself. Check your policy documents to confirm whether transit cover is included and under what conditions.

If you’re making a claim through your contents insurer, you’ll need your photos, the contract with the removal company, any correspondence about the damage, and receipts or valuations for the damaged items.

Step 5: Escalate if the claim is disputed

If the removal company isn’t responding, disputes your claim, or offers a settlement you don’t think is fair, you have further options:

• BAR members: If the company is a member of the British Association of Removers, you can raise a formal complaint through their Alternative Dispute Resolution scheme.
• Furniture and Home Improvement Ombudsman: The Furniture and Home Improvement Ombudsman can mediate disputes between consumers and removal companies.
• Small claims court: For amounts up to £10,000 in England and Wales, the small claims process through Money Claim Online is a relatively accessible option if other routes haven’t worked.

Before we go

Damaged furniture during a move is stressful, but working through it methodically keeps it manageable. Document everything straight away, check your contract, report it in writing, and escalate through the right channels if the removal company doesn’t resolve it fairly.

With Lemonade’s contents insurance, your belongings can be covered during a move when you’re using a professional removal company.

Moving furniture damage FAQs