We take great care with your belongings and are fully insured, but if you do need to report damage or make a claim, following these steps helps us resolve it as quickly and fairly as possible.
Report damage within the time limits
- Visible damage — please report within 48 hours of your move.
- Hidden damage — please report within 7 days of your move.
Reporting within these timeframes is important — it allows us to investigate properly and protects your ability to claim.
How to report a claim
Get in touch by email or phone and include as much detail as you can:
- Clear photographs of the damage
- A description of what happened and what’s affected
- The item and its approximate value
- The date and time you discovered the damage
- Proof of ownership, if we request it
What happens next
- We acknowledge your claim and may ask a few questions.
- We may arrange to inspect the item, packaging and premises.
- We assess the claim fairly and in line with our terms and insurance.
- We agree a resolution with you as promptly as we can.
Please keep the damaged item and its packaging where possible, as this helps our investigation. Full details are set out in our Terms & Conditions.
Start a claim
Email info@onyxmovingservices.co.uk or call 0333 772 4898 and our team will guide you through it.
