Hiring a removals company for a house move involves trusting strangers with everything you own. Most people assume the removals company will cover any damage — but standard liability terms are often shockingly limited. Many removals contracts cap liability at a fraction of the item's replacement value, or exclude certain categories of goods entirely (electronics, antiques, items packed by the owner). Understanding the difference between the company's basic liability, their offered insurance options, and what your own home contents insurance covers during a move is critical before signing any removals contract.
What is a Liability and Insurance?
A removals company contract governs the terms under which a moving company will transport your household goods from one property to another. It covers the scope of service (packing, loading, transport, unloading, unpacking), the estimated or fixed price, the move date, access requirements, liability for loss or damage, insurance options, cancellation terms, and storage provisions if needed. Members of the British Association of Removers (BAR) use standard conditions of business that set baseline protections. The contract is governed by the Consumer Rights Act 2015 as a consumer service contract.
Red flags to watch for
Basic liability limits can mean a GBP 2,000 television is only covered for GBP 40 if damaged. Without extended liability or separate insurance, you bear the financial risk of damage to valuable items.
Most removals companies exclude liability for the contents of boxes you packed yourself. If you cannot afford their packing service, your belongings in self-packed boxes are effectively uninsured.
Some damage may not be discovered until weeks after the move (e.g., items in storage boxes, furniture damage hidden by placement). A 7-day claim window is very restrictive.
A non-binding estimate means the final price could be significantly higher than quoted. Insist on a fixed quote or a binding estimate with a cap on any additional charges.
If the removals company cancels on moving day, you could face costs for delayed property completions, additional nights in temporary accommodation, and emergency alternative movers. The contract should address this.
If your move is delayed and goods go into storage, escalating weekly charges can accumulate rapidly. Ensure the storage rate is fixed and clearly disclosed.
Your legal rights
Under the Consumer Rights Act 2015, removals services must be performed with reasonable care and skill (s.49), within a reasonable time (s.52), and for a reasonable price if not agreed in advance (s.51). If goods are damaged due to the company's negligence, you have a right to a remedy (price reduction or repeat performance). BAR members are bound by their Code of Practice, which requires written quotations, clear terms, and access to an Alternative Dispute Resolution (ADR) scheme — the BAR operates an independent dispute resolution service through the Chartered Trading Standards Institute. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply if the contract was concluded at a distance or off-premises, providing a 14-day cooling-off period. For damage claims, the company's liability depends on their contract terms, but any exclusion that attempts to limit liability for loss caused by negligence may be unfair under Part 2 of the CRA 2015.
Questions to ask before you sign
- 1Is this quote a fixed price or a non-binding estimate — can the price increase on the day?
- 2What is your liability limit per item, and can I purchase additional insurance for high-value items?
- 3Are the contents of boxes I pack myself covered by your liability or insurance?
- 4How long do I have to make a claim for damage after the delivery is completed?
- 5What compensation do you offer if you cancel or fail to arrive on the agreed moving date?
- 6Are you a member of the British Association of Removers, and do you offer access to their ADR scheme?
Disclaimer: This guide is for educational purposes only and does not constitute legal advice. Contract law varies by jurisdiction and individual circumstances. Always consult a qualified legal professional before making decisions based on this information.