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If Something Goes Wrong on Moving Day: Damage, Delays and Changes
A guided, step-by-step guide to moving-day problems: damage, delays and changes, with the insurance cover and how to reach us.
Published 20 November 2026 · Updated 20 November 2026
Most moves go smoothly. When something does go wrong, the steps you take in the first hour make the biggest difference to how quickly it is put right.
This guide covers the three most common problems on moving day: an item is damaged, the crew is late, or you need to change the job. It also explains our insurance cover.
Key takeaways
- Photograph any damage as soon as you see it, and keep the damaged item and packaging if it is safe.
- Email info@alphamovers.co.uk with your AM reference and the photos.
- Alpha Movers includes £10,000 goods in transit insurance. Terms, limits and exclusions apply.
- For a delay or a change on the day, call 07448 849354 straight away.
Step 1: If an item is damaged
Take photos straight away, including any packaging. Note the item and the time you found the damage. Keep the damaged item, and its packaging, if it is safe to do so, until the claim is settled.
Email info@alphamovers.co.uk with your AM reference and the photos. Say what happened, in order, in a few lines.
- Photograph the item from two or three angles.
- Keep the packaging and any broken parts.
- Write down the time you found the damage.
Step 2: Know what the insurance covers
Alpha Movers includes £10,000 goods in transit insurance on removals. It covers the goods while they are being moved. For how removals insurance works in full, read our removals insurance guide. Terms, limits and exclusions apply, and the insurance details on our website and in your booking terms set them out.
Valuable items
If you have items worth more than normal, such as artwork or antiques, tell the office before the day, so the crew can plan the handling and you know what cover applies.
Step 3: If the crew is late
Call 07448 849354 with your AM reference. Tell us your new time if you know it. We update your booking and confirm the new arrival time with you.
Step 4: If you need to change or cancel on the day
Changes on the day are harder to make, so call as early as you can. Inside 24 hours of your start time, up to 50% of the quoted price can apply. If the crew is already on site and the job cannot go ahead, the two-hour minimum applies.
| When you ask | What applies |
|---|---|
| More than 24 hours before | Free to change or cancel |
| Inside 24 hours | Up to 50% of the quoted price |
| Crew already on site | Two-hour minimum |
Frequently asked questions
Alpha Movers includes £10,000 goods in transit insurance on its removals. Terms, limits and exclusions apply, so check the insurance details before you book.
As soon as you notice it, on the day if you can. Photos taken at the time help the claim.
Call 07448 849354 with your reference. We tell you the new arrival time and update your booking.
Call 07448 849354 straight away. The office tells you what can be changed on the day and any charge that applies.
