to ask for a refund from the removal company?

[washngo]

We recently paid £3100 for our stuff to be transported the length of the country and for 7 weeks in storage. During that time a lot of our stuff was subjected to water damage, and ruined (it happened in transit due to a leaking lorry roof). The whole experience was very stressful, and we are still dealing with the insurance claim.

We have asked for a full refund. They have agreed to give us £1000. The question is, do we take the money, or push for a full refund? We feel a full refund would be appropriate, but are wary of ending up with nothing. Do we have a leg to stand on in asking for a full refund?

Any advice greatly appreciated!

Does £1000 cover the cost of what was damaged?

It really depends on how the insurance claim goes. Obviously you shouldn't end up out of pocket, but you shouldn't end up with a profit either.

If the company is at fault then you should get a full refund .
Did they tell you the lorry had leaked & damaged your furniture etc or did you find out for yourself when you went to the storage place ?

That is their hypothesis, but they have said thy will not accept formal liability.

Haulage company was subcontracted by removals company.

Insurance claim is being dealt with separately to refund claim.

I think you should refer to the terms and conditions you signed/agreed to and if you have any queries, try the CAB for advice.

The £1000 payment strikes me as being a goodwill gesture as the insurance should cover the damage to your property, but it isn't clear if that is your own household insurance, their insurance (and they'll be claiming off the subcontractor, I imagine) or insurance taken out via the removals firm specifically for the duration of the job.

If you need the money to replace items urgently, then you could accept it on the basis it is an interim payment from them/a goodwill gesture, but not on a 'full and final settlement' basis. Might also be worth seeing if the insurers are prepared to make an interim payment if you need something like a bed, sofa, cooker.

Moving home is stressful enough without something like that happening - I feel for you!

Are your insurers aware you are pursuing the removals company? I ask because they may seek to recoup costs from them after paying out on your claim - if you have accepted a settlement from them it could cause problems. (think about it in terms of accepting money from a driver who hit your car, while you are claiming for the accident from your insurance company, who recoups from the other drivers insurance...).

Thank you for those comments - maybe we would be best taking the £1000...