Guide
What if a man and van damages my things?
Under section 49 of the Consumer Rights Act 2015 a man and van must carry out the job with reasonable care and skill, and a claim of up to £10,000 can go to the small claims track in England and Wales for an issue fee of £35 to £455. Report damage in writing quickly, because firms' terms often set limits of 48 hours to 7 days.
What are your rights if a man and van damages your things?
A man and van is a service, so the Consumer Rights Act 2015 applies. Section 49 says the trader must perform the service with reasonable care and skill. Breaking an item through careless handling or loading, or by dropping it, is the kind of failure the section covers.
Section 57 says a term that excludes liability for failing to take reasonable care and skill is not binding on a consumer, and a term restricting it is not binding where it would stop you recovering the price you paid. A per-item cap in a firm's terms may still limit what its insurer pays, but it does not remove your rights under the Act.
What should you do on the day?
Note the damage on the job sheet or inventory before you sign it, and ask the crew leader to initial the note. Photograph the damaged item and the packaging where it lies, with the date, and keep the item; a claim is much harder once it has been thrown away.
If there is not time to check everything on the day, write "unchecked" next to your signature. Then tell the firm in writing, by email or message, the same day or the next, listing each item and what is wrong.
How do you claim on the firm's goods in transit cover?
Ask the firm to make a claim on its goods in transit policy, and give it your photos, a list of damaged items, and receipts, repair quotes or replacement prices. The firm's insurer decides the claim against the policy, so the limits and exclusions there shape what it pays.
Expect an excess: The Removal Company's terms set £50, and VanOne's £481 on international moves. Items you packed yourself and single items over a stated value may be excluded. If the firm has no cover, or the insurer refuses, your claim is against the firm itself under the Consumer Rights Act.
How long do you have to report damage?
Firms' terms commonly set 48 hours to 7 days for reporting damage, and some allow longer. The Removal Company asks for damage to be reported within 48 hours and confirmed in writing within 7 days of the move. VanOne asks for claims within seven days of the incident, and 1st Move International allows 30 days after delivery or unpacking.
Moving Compared says contracts including BAR model terms ask for details within seven days of delivery (August 2026). Missing a deadline in the terms can affect the insurance claim, but the legal limit for a contract claim is six years in England and Wales under the Limitation Act 1980, and five years in Scotland.
What if the firm will not pay?
Write a formal complaint that sets out what happened, says the firm did not use reasonable care and skill, and states what you want and by when. Citizens Advice suggests asking for the service to be put right or for a price reduction, which sections 55 and 56 of the Act provide; section 56 says a reduction can be the full price.
The Citizens Advice consumer helpline is 0808 223 1133 (0808 223 1144 in Welsh), Monday to Friday, 9am to 5pm. Advisers can pass complaints on to Trading Standards. If the firm is a BAR member, its dispute service runs through the Furniture and Home Improvement Ombudsman, but that service does not handle loss or damage claims, which go through insurance.
How do you make a small claim?
In England and Wales, a claim of up to £10,000 normally goes to the small claims track, and you can start it online through GOV.UK's Money Claim Online. The issue fee is £35 for claims up to £300, £50 up to £500, £70 up to £1,000, £80 up to £1,500, £115 up to £3,000, £205 up to £5,000 and £455 up to £10,000 (GOV.UK EX50, updated 13 July 2026). A hearing fee of £27 to £346 follows if the case goes to a hearing.
In Scotland, simple procedure covers claims of £5,000 or less. In Northern Ireland the small claims limit is also £5,000, with fees from £49 (Department of Justice, from 1 April 2026). Send the firm a letter before claim first, setting a deadline to pay, since courts expect you to try to settle.
Common questions
Can I claim if a man and van broke my furniture?
Yes. The Consumer Rights Act 2015 says the firm must use reasonable care and skill. Claim on its goods in transit insurance first, then against the firm itself if that fails.
How long do I have to claim for removal damage?
Firms' terms often ask for notice within 48 hours to 7 days, so report damage at once. The legal limit for a contract claim is six years in England and Wales.
How much does a small claim cost?
In England and Wales the issue fee is £35 to £455 for claims up to £10,000, plus a hearing fee of £27 to £346 if there is a hearing (GOV.UK, July 2026).
Who can help with a complaint about a man and van?
The Citizens Advice consumer helpline on 0808 223 1133. Advisers can pass complaints on to Trading Standards.