Damages caused by removal company

[movenightmare]

I've just moved and had several problems with the removal company including damage of some items. I paid roughly £1000 for a full removal service including their packing service. In their original quote they said everything would fit into x size van. They came the day before the move to pack. I asked again if everything would definitely fit. They said yes.

On move day turns out everything wouldn't fit in the van and I had to pay addition £100 for second van, despite them saying twice everything would fit. I paid this but now thinking I shouldn't have had to as it was error on their part.

During the move they damaged the following items:

• Hand-made mosaic table. This was delicate item which I made them aware of twice before the move. Made with glass tiles and I would value it at £600-£800 if selling it. When it arrived out of lorry base had come away from table and tiles were missing from table and later found on lorry floor. Table was not wrapped at all, only covered in a blanket despite making it clear this was my most delicate item. Owner of removal company said damage was caused by way table was made (absolutely rubbish!) and can offer me £50 to fix it! It will take at least 2 days to fix but buying all materials.

• Ceramic bread bin - Valued at around £30. Not wrapped in box and smashed. Owner claiming packers can't remember this and didn't pack it!!

• Internet router - Packers left at previous property and despite me saying to take everything from house when I arrived at new property I looked through every box and couldn't find it. Owner claiming they always leave routers behind! This is the first I have heard of this. I had to order a new one in new property, without charge but caused the inconvenience of not having internet for few days.

• House tree - main branch measuring 1.5-2m in height broken in move. Only small part of tree remaining. Owner said he would offer £50 for new tree but to replace tree of that height would be at least £100.

• Bed - packing service included reassembling beds. However, when packer put the bed back together he somehow damaged the drawers that were wedged until bed and couldn't be opened. The wheels from drawers also broken. We had to reassemble bed again ourselves, took hours. Owner saying this was error on packers part and apologised saying he would replace broken wheels at £1-2 each!!

Other minor things cracked/damaged and owner said he would buy these things online himself and send them to me.

This has been a huge inconvenience, I've had to take a send a million photos with details of all items and I feel owner offering me extra £100 when there have been so many breakages is taking the piss. Added to the fact I had to already pay an addition £100 to get the rest of my things - an error on their part of miscalculating the size of my house.

Owner saying he wouldn't file an insurance claim but give the money to me myself. I am particularly annoyed owner is attempting to hold me responsible for some of the breakages eg. mosaic table when fault was entirely theres.

What can I do? And how much should I be entitled to? Thank you.

Forgot to say, inside the boxes half the packing was fine but half was not. Things from downstairs cupboard mixed with shoes and bathroom items for example. No labelling on most boxes. In addition to the claim for breakages & given the above I asked for a refund or part-refund because of the poor packing and the fact the items that were broken were not wrapped in anything including the table. The packing service cost £400 (and £600 for the move). Owner told me he cannot refund for packing service because his employees are very good packers!

You are entitled to the cost of either fixing the broken items or their value, i.e. the cost of replacing them with an item of similar age and condition. You are not entitled to the cost of replacing them with brand new items.

It is not clear whether you are entitled to return of the amount you paid for the second van but your OP suggests you may be.

The packing service is more problematic. It isn't clear that you have suffered any loss from the items being packed incorrectly but you may still be entitled to a partial refund.

The first thing to do is to exhaust the remover's complaints procedure. Once you have done that there is a Removals Industry Ombudsman. If your removal company is a member of the National Guild of Removers & Storers you can try them. Alternatively you could use the small claims courts.