Complaints and claims
What to do if something goes wrong with your shipment.
Use this page if goods arrive damaged, something is missing or late, or you are unhappy with how a move was handled. It explains the first practical steps, the evidence to keep and what to include when you contact us.
Start here
If something arrives damaged or goes wrong
Tell us in writing as soon as you notice the problem. Find your enquiry or quotation reference, note what is damaged, missing or late, and record when and where you noticed it. Check your quotation and booking paperwork for any notification deadline that applies to your move.
Record what you can at handover
If it is safe and practical, note visible damage or missing items on the delivery or collection paperwork before it is signed. Take clear photographs of the goods, the outside of the packaging, labels and any visible damage.
Keep the goods and packaging
Keep damaged goods, barrels, boxes, wrapping, labels and damaged parts while the matter is being reviewed. Do not repair or dispose of them unless the person handling the matter confirms that you can.
Use the right words
A complaint and a claim are different
A complaint is about how we or someone working on your move behaved, such as a missed call, a poor handover or unclear information. A claim asks for money or a replacement because goods were lost or damaged. Many problems involve both, so mention both in the same message.
Send the details
Where to send it
Use the secure complaint form or email address shown here, and include your enquiry or quotation reference. Use the general contact page for questions that are not a complaint or claim.
After you contact us
How the matter moves forward
What happens after you contact us
Your reference and evidence help identify the move and the people or organisations involved. More information may be needed before the matter can be assessed. If an insurer, carrier, port, authority or destination agent has a separate procedure that appears relevant, you may also need to follow that procedure.
If you disagree with the outcome
Ask for the outcome and reasons in writing, together with the escalation route that applies to your agreement. Any insurer, ombudsman, alternative dispute resolution or court route depends on the relevant contract, cover and current eligibility; this page does not promise that a particular scheme applies.
Claims and insurance are separate
A claim made to us and a claim on an insurance policy are separate things. This page does not say that your shipment is insured, and it does not state any limit on payment. Whether any cover applies is a question for your own quotation and booking paperwork, so ask before you rely on it. The Terms page says a service arrangement begins only after the relevant details and terms are confirmed separately.
Problems that may involve other parties
Customs authorities, ports, shipping operators, insurers and destination agents may each have their own procedure. If another party appears to be involved, say so in your message and keep any paperwork or correspondence from them.
Keep the right information together
Useful information for your next step
What this page does not cover
This page does not set reporting deadlines, reply times, compensation limits, insurance or cargo cover, or refund and cancellation terms. Check your quotation and booking documents, and ask us before relying on any of these.
Your legal rights
You may have legal rights that apply whatever this page says. This page does not remove or limit them. Citizens Advice or a solicitor can help if you are unsure of your position.