Tell us straight away

If you spot damage on the day, tell the supervisor before the team leaves. It is much easier to deal with when it is fresh and everyone is there. If you find it later when unpacking, get in touch as soon as you can.

Document it

Take clear photos of the damage and of any packaging. Note which item, which room and when you found it. If you have photos from before the move, keep them.

Do not throw anything away

Keep the item and the packing until it has been looked at, as it may need to be inspected.

What we do

We take responsibility for dealing with it promptly. Our commitment is:

• Acknowledgement within 24 hours

• Investigation and a response within 2 working days

• Resolution or clear next steps within 5 working days

Good to know: Cover for your goods in transit is optional and quoted separately, so ask us about both options when we quote.

What the insurance covers

We carry Public Liability and Employers' Liability insurance as standard, which covers accidental damage to your property or injury during a move. Cover for the goods themselves in transit is optional and is quoted separately, so it is not automatic. Without it, our liability for your goods is limited to a fixed amount per item, as set out in our Terms and Conditions. We are happy to explain both options when we quote, so ask us.

Reducing the risk

Good preparation helps. Our Protecting Your Property guide covers what we do to protect your home, and our Insurance Explained guide sets out your options in more detail.