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Terms of Use

Time Limit for Claims, their Assessment & Quantification

Guidance on Inspecting Goods and Filing Claims

Transparency is essential to us, and we want to ensure all concerns are addressed promptly and fairly, so before we go into the legal details, please read this section: 

In the whirlwind of moving day, we understand it’s impossible to spot every detail until the dust settles. That’s why we encourage you to inspect your goods upon delivery while our team is still on-site. This initial check is crucial for identifying any immediate concerns. Recognizing that moving time can be hectic, we offer a seven-day window after the move to formalize any claims. This period isn’t for uncovering new damages but for documenting and filing claims for any issues initially noted during delivery.

5. Inspect, Notify, and File: Your Five-Step Guide to Handling Claims

  • 5.1 Immediate Inspection: As we carefully unload and place your items, we ask that you take a moment to inspect your goods. Our team is there to assist and address any immediate concerns. Spotting something amiss? Please bring it to our attention right there and then.
  • 5.1.2. Communication is Key: Informing our team on-site about any damages helps in immediate acknowledgement and ensures we’re aware of your concerns from the get-go.
  • 5.1.3. Seven-Day Filing Window: After the move, you have seven days to file a claim for any damages initially identified. This timeframe is designed to accommodate your busy schedule, allowing you to settle in and yet ensure your rights are fully protected.
  • 5.1.4 Filing Your Claim: If you discover any issues during the initial inspection, please ensure these are communicated to our moving team. Following this, you have up to seven days to submit your formal claim to us. This process allows us to swiftly address and rectify any concerns, ensuring your satisfaction and peace of mind.
  • 5.1.5 Access for Inspection: In the spirit of collaboration and fairness, should you need to report damage, we kindly request the chance to inspect the affected goods firsthand. This helps us understand the extent of the damage more accurately and allows us to explore the most effective solutions to make things right. 

Remember, our goal at M25 Movers is to make your moving experience as smooth and stress-free as possible. By closely following these guidelines for inspecting your goods and filing claims, you help us achieve not just a successful move but also maintain the high standard of service excellence we promise to deliver. Remember, we’re here to support you every step of the way, from the moment we lift the first box to the final stages of settling into your new space.

5.2 The Details 

  • 12.2.1 In the event of visible loss, damage, or discrepancies in delivered goods, please inform us in writing at delivery time.
  • 12.2.2 If you or a representative collect the goods, do bring any loss or damage to our attention when the goods are handed over.
  • 12.2.3 While we’ve outlined our liability in earlier sections, please note that any claims of loss or damage should be communicated to us in writing within five (5) days from the delivery date. This ensures prompt action and resolution.
  • 12.2.4 If you need an extension to notify us of a claim, send us a written request within the initial seven (7) days. We understand and won’t unreasonably decline your request.
  • 12.2.5 Should you have a claim about damage, kindly grant us the opportunity to assess it within two weeks of bringing it to our notice.
  • 12.2.6 To facilitate a smooth process, please ensure that any claim is fully detailed within a month of identifying the issue.
  • 12.2.7 Let’s work together directly. Please refrain from posting negative reviews online before we’ve had the chance to address your concerns.

5.3 Handling Unsettled Claims and Timeframe for Resolution

In our commitment to fairness and efficiency, we understand the importance of timely resolutions to claims. To this end, we introduce the following guidelines for unsettled claims:

  • 5.3.1 Settlement Offer Response Time: Once we’ve assessed your claim and sent out a settlement offer, we kindly ask for your response within two weeks (14 days) from the date the offer is sent. This period is crucial for ensuring we can promptly address and resolve your concerns.
  • 5.3.2 Finality of Claims: If we do not receive a response within the two-week timeframe, the claim will be considered resolved based on the terms of the last settlement offer extended by us. We reserve the right to close the claim file, marking it as complete in our records.
  • 5.3.3 Additional Evidence and Claims: We understand that new evidence or concerns may arise. However, to maintain the integrity and efficiency of our claims process, any new evidence or additional claims must be presented within the initial two-week response period. Claims or evidence submitted beyond this timeframe may not be considered, ensuring that the resolution process remains focused and manageable for both parties.
  • 5.3.4 Collaboration for Closure: We aim to work directly with you to resolve any issues arising during your move. We encourage open and timely communication within the specified period to ensure that all concerns are addressed, allowing us to maintain the high service excellence we promise to deliver.

By adhering to these guidelines, we aim to foster a transparent and constructive environment for resolving any concerns quickly and fairly. Your cooperation in following these steps is greatly appreciated and essential in helping us achieve a satisfactory resolution for both parties.


  • 5B.1 We prioritize our customers’ satisfaction. If any aspect of our service doesn’t meet your expectations, please allow us the chance to address and rectify it through our comprehensive complaints and claims procedure before sharing feedback online.
  • 5B.2 Reviews have a direct impact on our reputation. If our terms and conditions are not followed, it may be deemed a contract breach.
  • 5B.3 We always strive to find amicable resolutions. In the rare event of disagreements, we might seek legal means, including seeking to cover associated costs.


Navigating relationships with our clients requires a delicate balance, ensuring fairness to all our clients. It’s crucial to understand the implications of chargebacks on our operations. Our charges strictly align with our terms and conditions. If you have reservations about our service, we urge you to use our complaints and claims procedure. We kindly request you not initiate a chargeback through your credit card company or dispute it with your bank.

In addition, Chargebacks have financial and administrative implications for us. We make every effort to defend against unwarranted chargebacks. In such cases, we might explore all resolution means, including potential legal routes and recovering associated costs.

  • 5C.1 Chargeback Repercussions: Chargebacks significantly strain our relationship with payment processors, marking our account and complicating future transactions. This impacts our operational capability and our commitment to delivering quality service.
  • 5C.4 Handling Fee: Due to the administrative complexity and potential harm to our standing, a fee of £350 will be applied for dealing with chargebacks, reflecting the effort to rectify these marks against our account if you lose your claim with your bank. In cases where a chargeback was initiated without going through our claim process, the fee will double to £700.00  
  • 5C.5 Interest on Chargeback: Furthermore, to cover the prolonged process of disputing chargebacks, which can extend up to three months, an interest rate of 20% per month will be applied to the chargeback amount until resolved.


Conclusion: Our goal is to make your moving experience seamless. When concerns arise, let’s communicate and find solutions together. Your satisfaction and trust are paramount to us, as well as your respect. 

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