Tell us what went wrong

We would much rather hear it from you than read it later. Every complaint goes straight to the team, and we aim to come back to you within 24 hours.

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Your Name *

Email Address

Phone Number

Please leave at least one of the two, so we can come back to you.

Invoice Number (if you have it)

When did the problem occur? *

What is this about? *

What happened? *

Photos (up to 12)

Photos of the damage help us assess a claim much faster. Up to 12 images, 10 MB each.

Receipts (proof of purchase, up to 12)

A receipt or invoice for the item, as a photo or PDF scan. Claims with proof of purchase are assessed faster.

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Thank you — we have it.

Your complaint has been logged and someone will be in touch within 24 hours.

One thing to mention

Our Terms & Conditions ask for damage or loss to be reported within seven days of the move, and it looks like a little more time has passed than that. We would still much rather hear from you than not, so your report is with the team and we will look at it properly. We only wanted to flag it now, rather than surprise you later: where a claim falls outside that window we may have less room to put things right, particularly if our insurers need to be involved. If there was a reason the delay could not be helped, do tell us — we will take it into account.

What happens next

We aim to acknowledge your complaint within 24 hours and to come back to you with a response as quickly as we can. We may contact you for more detail, or to arrange an inspection, before we agree how to put things right. Where a complaint involves damage or loss, it is assessed against our Terms & Conditions and, where necessary, referred to our insurers — so submitting this form does not by itself guarantee compensation.