Record the problem promptly, protect the item from further damage and follow the contract’s reporting process. Do not discard packaging or authorise repair until the mover or insurer explains the evidence required.

Build the evidence file

• booking confirmation, quote and terms;
• final inventory and box/item number;
• pre-move condition photos;
• photos at discovery and of packaging;
• date, time and who was present;
• written description of loss/damage;
• declared value and purchase/valuation records;
• delivery notes and any crew annotation; and
• costs reasonably incurred to prevent further loss.

Report facts without guessing how the event occurred.

Follow the right route

Write to the contracting business using its complaint process. Identify the remedy requested, but do not assume compensation. If an insurer or trade scheme is involved, check whether notice must also go there.

Deadlines

The applicable deadline comes from contract, policy and law; do not rely on a generic number. Report as soon as possible, ask the business to confirm the deadline and retain proof of delivery.

Mitigate safely

Move a wet item from continuing water exposure or secure a broken object where safe, but photograph first and avoid irreversible repair/disposal unless necessary. Keep receipts.

FAQs

What photos and records should I keep?

Before/after condition, packaging, inventory, delivery note, quote, terms, correspondence and value evidence.

Which reporting deadline applies?

The one in the governing contract/policy and applicable law. Check immediately and report promptly.

Suggested component

Use a Removal Complaint Evidence Builder that exports a factual chronology without promising an outcome.

Related guides

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