Delivery crew damaged my home: what should I do?
Stop further damage where safe, photograph the affected area and record the incident on the delivery paperwork. Identify who booked the crew, complain in writing and ask your home insurer about cover before arranging permanent repairs. Ask Cambridge China Bridge to help trace the order and delivery records.
Preserve evidence of damage to the property
Ask the crew to pause the activity causing damage. Photograph the whole area, close-ups and the delivery route, including scrape marks, broken paving or tyre tracks. Keep original files, earlier photographs showing the property's condition, doorbell footage and witness contact details. Record what you saw, when it happened, the vehicle registration and the crew's company name. Separate observations from assumptions.
Describe the property damage on the delivery record and keep a copy. If the crew will not record it, email the booking contact promptly with photographs and your account. Record receipt of the goods and damage to the property separately. Read any proposed settlement before signing. For access planning and protection before another delivery, use our home sofa delivery guide.
Trace who booked and performed the delivery
Check the order confirmation, delivery invoice, accepted quote and booking messages. If the seller arranged delivery, send the complaint to the seller and ask it to identify the delivery contractor. If you booked the crew directly, contact that provider. If a forwarder or sourcing agent arranged the booking, ask whether it supplied the delivery service itself or booked it on your behalf.
Ask for the contracting company's full name, complaint address, booking reference and the actual crew's employer or subcontractor. Copy the delivery company into the incident report where its details are known. Do not settle responsibility from a van logo or the driver's explanation alone. Our delivery handoff guide explains how to trace the booking and handling chain.
Make a specific written complaint
Send a factual account identifying the order, delivery address, affected surfaces and how the damage occurred. Attach photographs, booking instructions and relevant before-delivery evidence. Request acknowledgement, a complaint reference and a written response explaining the company's position. Ask it to preserve crew notes, delivery photographs and incident records, and to confirm whether it has notified its liability insurer.
Obtain an itemised repair assessment explaining the damage, proposed work and cost. Ask the contractor to distinguish new damage from existing wear and explain why local repair or wider replacement is needed. Request an agreed inspection and repair proposal or reimbursement of supported repair costs. Keep estimates and correspondence together; a delivery-fee refund alone may not address the repair you are requesting.
Check home insurance separately from cargo cover
Contact your home insurer or broker with the incident details. Ask whether the affected floor, wall or driveway falls within your cover, whether accidental damage applies, and what excess, exclusions and inspection arrangements apply. Ask about legal expenses cover if responsibility is disputed. Do not assume the shipment's cargo policy answers a claim for damage to your home; use our cargo insurance guide for damage to the imported goods.
Before permanent repairs, ask the insurer and delivery complaint handler what evidence or inspection they need. Make urgent hazards safe and document any necessary temporary work, retaining receipts. Tell your insurer about any repair or payment offered by the delivery company, and ask how to coordinate it with the claim. If you rent or the affected area is shared, notify the landlord or managing agent and ask who should arrange repairs.
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Escalate through the appropriate UK route
For consumer advice in England and Wales, contact the Citizens Advice consumer helpline; in Scotland, contact Advice Direct Scotland. Ask for help identifying the correct complaint recipient and assessing the next step. If the dispute is with your insurer, follow its complaints procedure first. You can usually take an unresolved financial-service complaint to the Financial Ombudsman Service if you are unhappy with the response; check the procedure for the appropriate service and referral instructions.
For an unresolved repair-cost dispute, seek advice on responsibility and the evidence before starting proceedings. In England and Wales, a county court money claim is a possible route for money owed by a person or business. Scotland and Northern Ireland have different court-claim processes. Check the correct defendant, applicable procedure, costs and deadlines rather than treating the complaint correspondence as a court claim.
Frequently asked questions
Who do I complain to if delivery drivers damage my floor?
Start with the seller or provider that arranged your delivery, and notify the actual delivery company where known. Check the booking documents and ask who contracted for the final delivery.
What if I only notice driveway damage after the crew leaves?
Photograph it promptly, preserve earlier photographs and doorbell footage, and send a factual written report. Explain when you discovered it and why you connect it with the delivery.
Does cargo insurance cover damage to my house?
Do not assume it does. Ask the cargo insurer about that specific loss and contact your home insurer separately. Request the relevant policy wording and a written coverage explanation.
Can I repair the damage before the complaint is resolved?
Ask about inspection before permanent repairs. If urgent work is needed to make the area safe, photograph the condition and work, record why it was necessary, and keep receipts.