Missing Boxes and Broken Sofas: What to Do When Your Removal Firm Lets You Down in 2026

Moving house is supposed to be a fresh start. Then the van arrives, the driver looks shifty, and somehow the box marked ‘kettle and every charger we own’ has disappeared somewhere near the M6. Or the wardrobe turns up with a crack down one side, and the firm shrugs and points at a clause buried on page four of its terms.

Removals are a consumer service, so you do have rights. They are not always as generous as people hope, though, and the small print matters. This guide walks through the common flashpoints — missing or damaged belongings, surprise charges, and the nightmare scenario where your possessions are held until a disputed bill is paid.

First, Work Out What You Actually Agreed To

A written quote is usually a fixed price for the job described. If the firm quoted £1,200 to move a three-bed house with the listed access arrangements, it should not casually become £1,800 on the day unless something genuinely changed — extra packing, a longer wait, no parking permit, or a much bigger load than described.

An estimate is different. It is an educated guess, and the final bill can be higher or lower. That does not mean the firm can pluck a number from thin air. The final charge should still be reasonable and explained. Ask for a breakdown if it is not.

Check what is included: packing materials, dismantling beds, piano moves, storage, congestion charges, parking fines, stairs or lifts, and waiting time. A cheap quote that excludes half the job is not a cheap quote.

When Boxes Go Missing or Furniture Arrives Damaged

The Consumer Rights Act 2015 applies to removals in England and Wales. In broad terms, the firm must carry out the service with reasonable care and skill, for a reasonable price where one was not agreed, and within a reasonable time where no date was fixed. It is responsible for its employees and, usually, for subcontractors it sends to do the work.

Report problems quickly. On delivery, inspect what you can before signing anything. If a box is missing or a table is scratched, write it on the delivery sheet — ‘one box missing, marked kitchen; table leg cracked’ — and photograph it. Do not sign ‘received in good condition’ just to get the driver off your doorstep. Keep the paperwork, messages and photographs together.

If you only discover damage after the van has gone, tell the firm in writing as soon as possible. Include photos, the inventory and a short, factual account. Keep damaged items and packaging where you can; insurers and courts like evidence.

The Liability Cap: Why ‘Fully Insured’ Isn’t Always What You Think

This is where many moves get messy. Removal firms often use standard trading conditions that limit how much they will pay for lost or damaged goods. The limit might be a fixed sum per item, a sum per cubic metre, or a figure based on weight. ‘Fully insured’ can mean the firm has its own cover — not that your £2,000 bicycle will be replaced at full retail price without question.

Ask two very direct questions before booking: ‘What is your maximum liability if my sofa is destroyed?’ and ‘Is removal insurance included, or is that a separate policy?’ If insurance is extra, read the exclusions. Self-packed boxes, fragile items, jewellery, cash, documents and electronics are commonly restricted. Your own home contents insurance may cover goods in transit or while in storage, but check the limits and excess first.

If a firm tries to rely on a very low liability cap, the clause may still be challenged as unfair in a consumer contract, especially if it was buried and not explained. That is not a magic wand, though. The strongest position comes from having asked about cover beforehand and keeping a clear record of what was agreed.

When the Firm Won’t Hand Over Your Belongings

Sometimes the van arrives and so does a bill for ‘extra labour’ or ‘long carry’ that you never expected. The firm may say it will keep your goods until the invoice is paid. Some contracts include a lien or retention clause allowing this, so read the terms before you refuse to pay a penny.

Do not force entry, climb into a depot, or turn up with your own van and start loading. That can turn a consumer dispute into something much worse. Instead, ask for a written breakdown of the charge and point out anything you dispute. Put everything in writing, keep it calm, and set a clear deadline for a response.

If you urgently need essential items — medication, work equipment, children’s belongings — explain that in writing. If you decide to pay under protest to get your goods back, say so in writing: you are paying the disputed amount to secure release, without accepting that it is owed. Keep the receipt. For large sums, get advice before paying.

Complaints, ADR and the Small Claims Court

Start with a formal complaint to the firm. Set out what went wrong, what you want — a refund, repair, replacement, compensation for extra costs — and a deadline, often 14 days. Attach the evidence. If the firm belongs to a trade association such as the British Association of Removers, ask whether it has an alternative dispute resolution (ADR) scheme.

If that goes nowhere, you can send a letter before action and then use the small claims track. In England and Wales, Money Claims Online is commonly used for claims up to £10,000. It is designed to be usable without a solicitor, though court fees apply and you still need to organise your evidence. Claims can cover missing or damaged items, extra storage costs, or the difference between the service you paid for and what you got. Keep your losses reasonable — a court will expect you to mitigate them, not replace a scratched table with a designer mansion.

Scotland and Northern Ireland have their own court procedures, so check locally if you are outside England and Wales.

Before the Van Arrives: A Quick Checklist

• Get at least three written quotes and confirm whether each is a fixed quote or an estimate.
• Read the liability and insurance sections. Ask what the maximum payout would be for a destroyed sofa.
• Check reviews and trade association membership, and ask for proof of insurance if cover is included.
• List high-value items separately and consider extra cover for anything you cannot afford to lose.
• Make an inventory with photos or a video. Number boxes and label rooms.
• Carry passports, jewellery, cash, medication and irreplaceable documents yourself.
• Confirm parking, access, stairs, lifts, waiting time and any extra charges in writing.
• Avoid paying the full balance in cash before delivery unless the contract clearly requires it. Get receipts.
• On delivery, inspect first, note problems on the sheet, and photograph everything before the van leaves.

A good removal firm makes the day feel boring, which is exactly what you want. If yours goes wrong, keep your cool, gather the paper trail and use the complaint routes. In 2026, a clear written record is still the most powerful thing in the back of the van.