Legal
Claims & Complaints
If something has gone wrong with your move, we want to hear about it — and to put it right. Here is how to tell us, what happens next, and where you can go if you are still unhappy.
Loss or damage? There are time limits
Note anything visibly damaged or missing on the paperwork when your goods are delivered, and tell us in writing about any loss or damage as soon as you find it. Our Terms & Conditions set a deadline for claims — the clauses are quoted below.
How to make a claim or complaint
- 1
Tell us in writing
Email info@elitemoving.co.uk, or write to us at Unit J12, Swallow Business Park, Diamond Drive,, Hailsham, Sussex, BN27 4EL. Include your booking reference, what happened, and — for loss or damage — which items, with photos. Please keep anything damaged, and its packaging, until we have seen it. - 2
We acknowledge it within 2 working days
And tell you who is looking into it, so you have one person to deal with rather than a department. - 3
We look into it properly
We speak to the crew and anyone else involved, check the inventory and delivery paperwork, and may ask to inspect damaged items or have them assessed for repair. - 4
You get our full reply within 14 days
In writing, explaining what we found and what we will do. If it genuinely needs longer — waiting on a repairer's report, say — we will tell you why and when to expect it.
You can also call us on 020 8044 4474, but please follow it up in writing — for loss or damage, the terms require it.
The time limits for claims
From our Terms & Conditions (version 1). If you booked under an earlier version, the version you accepted applies — it is named in your booking confirmation.
12.Time limit for claims
12.1For goods which we deliver, you must notify us in writing of any visible loss, damage or failure to produce any goods at the time of delivery.
12.2If you or your agent collect the goods, you must notify us in writing of any loss or damage at the time the goods are handed to you or your agent.
12.3Notwithstanding clauses 9, 10 and 11 we will not be liable for any loss of or damage to the goods unless a claim is notified to us, or to our agent or the company carrying out the collection or delivery of the goods on our behalf, in writing as soon as such loss or damage is discovered (or with reasonable diligence ought to have been discovered) and in any event within seven (7) days of delivery of the goods by us.
12.4The time limit for notifying us of your claim may be extended upon receipt of your written request provided such request is received within seven (7) days of delivery. Consent to such a request will not be unreasonably withheld.
How much we are liable for
Our liability for loss or damage depends on whether you declared the value of your goods to us in writing before the move, and is limited in some circumstances. The Terms & Conditions explain exactly how it is worked out. If your goods are insured separately, tell your insurer as well.
If you are still not happy
15.Disputes
If there is a dispute arising from this agreement which cannot be resolved, subject to the agreement of both parties, either you or we may refer the dispute to an arbitrator appointed by the Chartered Institute of Arbitrators. The cost of any such arbitration will be at the discretion of the arbitrator. This does not prejudice your right to commence court proceedings.
You can also take a claim to court. In England and Wales, claims up to £10,000 usually go through the small claims track, which is designed to be used without a solicitor — you can start one at gov.uk/make-money-claim.
For free, independent advice, contact the Citizens Advice consumer helpline on 0808 223 1133 or at citizensadvice.org.uk.
Complaints about your personal information
These are handled under our privacy policy, which also explains how to complain to the Information Commissioner’s Office.