Movers damaged or lost your things: your rights

A house move and goods transport are a service, so they are covered by the Consumer Rights Act 2015. By law, every contract to supply a service includes a term that the trader must perform it with reasonable care and skill. If the movers were careless and your goods suffered as a result, that is a breach of contract.

What the law says

Section 49 of the CRA 2015 sets the «reasonable care and skill» standard; section 54 points to the remedies if it is breached. So the firm's responsibility is not a matter of goodwill — it is a legal requirement.

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Your remedies

If the service can be put right, you can require repeat performance at the firm's cost — within a reasonable time and without significant inconvenience to you (s.55). If that is impossible (for example an item is broken beyond repair) or not done in time, you can require a price reduction (s.56). You can also claim for the loss caused.

Liability terms in the contract

Many movers limit their liability — for example a fixed sum per item — or require separate transit insurance. Such terms are subject to the unfair-terms rules (CRA 2015, Part 2): a term that unfairly tilts the balance in the firm's favour may not bind you. Read what you sign, and arrange goods-in-transit cover in advance.

What to do in practice

Photograph your things before and after the move; note any damage on the delivery note rather than signing it off unseen; put a written complaint to the firm straight away with a list and photos. If that fails, escalate — and if needed use the small claims court.