Moving Company Complaint – Damaged Household Goods, Delay and Incorrect Invoice | Word/PDF/Excel

Has the moving company damaged furniture, lost drawers, been late, or issued an invoice that does not match the quote? The document package Moving Company Complaint – damaged household goods, missing moving items, delays, and incorrect invoice contains five Swedish claim letters, a Swedish/English user guide, and an Excel register with nine tabs. For consumers who have hired a moving company for a private household move within Sweden.

All templates help you state the agreed terms, the actual event, substantiated losses, and a clear desired response. They do not automatically entitle you to a specific amount. First, check whether Bohag 2010 is included in your agreement – it is industry guidelines, not a law that always applies to all moving assignments.

All Documents and Files

How to File a Complaint Against a Moving Company – Step by Step

1. Check the moving agreement. Collect the quote, assignment confirmation, agreed pricing method, moving date, packing terms, and applicable rules. The Swedish Consumer Agency recommends a written agreement and checking whether Bohag 2010 is used.
2. Document the deviation quickly. Photograph damaged furniture and packaging; save box labels, any inspection notes, and the time of discovery. Do not delay the written complaint.
3. Choose the right claim letter. Template 01 applies to damaged household goods, 02 to missing items, 03 to delays/missed work, 04 to incorrect invoices, and 05 to reminders, rejections, and insurance bases.
4. Substantiate the amounts separately. State the actual repair cost, possible market value, necessary documented additional costs, and the portion of the invoice you are disputing. A purchase receipt for the new price does not always determine the compensation amount.
5. Send a written message and keep proof. Record the date, recipient, and proof of receipt. If the dispute remains, check the conditions for the Swedish National Board for Consumer Disputes (ARN).

What rules apply when the moving company makes a mistake?

Damaged furniture or other damage to moving items

The Swedish Consumer Agency: Problems with moving companies explains that consumers can claim compensation when the moving company has caused substantiated damage. Show, if possible, how the item looked before and after the move, when the defect was discovered, and who was responsible for packing. A request for reasonable repair or individual valuation of loss is often more accurate than automatically claiming the item's full new price.

Lost drawer or missing moving items

Save packing lists, labels, delivery receipts, and photos of packed household goods. Create an item-by-item list with quantity, age, condition, and a careful valuation basis; first request a written investigation. Loss, actual compensation, and any home insurance should be assessed separately.

Delayed move or company that does not show up

A delay may entitle you to compensation for actual additional costs, provided that responsibility, causation, and costs can be demonstrated. Save the booked time, actual time, messages, and receipts. There is no general automatic flat-rate amount for a specific hour of delay. If the moving company is late, it may not charge more solely for delays for which it is responsible, but the concrete assessment of the agreement determines the outcome.

Moving invoice that exceeds the quote

First check whether you agreed on a fixed price, approximate price, or hourly rate. According to Bohag 2010, point 7.1, a fixed price must be provided unless otherwise agreed, and an approximate price statement may normally not exceed this under these terms by more than 15 percent. The Swedish Consumer Agency describes the corresponding guideline for moving services. It is not automatically a general legal rule for every pricing agreement, and the right to additional work must be assessed individually. Request a written time and price specification, identify the exact disputed amount, and handle the undisputed portion correctly.

What is Bohag 2010?

Bohag 2010 is general guidelines developed by agreement between the Swedish Consumer Agency and the moving industry. Member companies of the relevant industry organizations should follow them. For companies not covered, the guidelines may be relevant as good practice, but they should not be incorrectly presented as a law that automatically governs your move in every detail. Check the content of the agreement and your actual rights before sending a claim.

Damage to floors or walls – special handling

Damage in the home, such as scratched floors, may entitle you to financial compensation for relevant damage or repair. The Swedish Consumer Agency also states that you do not automatically have the right to withhold payment for the moving service due to such property damage. Therefore, separate this from a separate dispute over an incorrectly charged price or incompletely performed assignment.

Complaint deadline and written evidence

Document and complain without unnecessary delay. Bohag 2010, point 16, contains a rule about complaining within a reasonable time after the consumer has noticed or should have noticed the defect, and an ultimate deadline of three years after the end of the assignment – when the terms apply. Do not assume you can wait three years; photograph, write, and send as soon as the problem is discovered. For other agreements, corresponding deadlines must be checked separately.

Excel with nine tabs for documented moving cases

Read me, Overview, Cases, Assignments, Deviations, Claims, Expenses, Payments, and Evidence – nine tabs for recording assignments, quoted price, actual invoice, damaged or missing items, claims, expenses, and actually received compensation. Selectable status fields and formulas summarize fourteen key figures. From the same overview, you can see how much has been claimed and what has been paid, without mixing the two.

Tested calculation example: 800 kr claimed, 100 kr accepted by the moving company, and 50 kr actually paid results in 750 kr in administrative difference. Separate expenses of 80 kr, of which 30 kr were accepted and 20 kr paid, are tracked separately. These amounts are examples of register logic, not a legal claim. The test data is removed from the final file, and all 14 key figures show zero when the register is empty.

Frequently asked questions about complaining against a moving company

What do I do if the moving company has damaged my sofa or furniture?

Photograph the damage immediately, save packaging, and document the furniture's previous condition. File a written complaint with the moving company and state whether you are requesting repair costs or compensation for substantiated loss in value.

Can I claim what the furniture cost new?

Not generally. The compensation should be linked to actual damage and value; repair or the item's individual value may be relevant. You should not automatically end up in a better financial position than before the damage.

What happens if the moving company has lost drawers?

Create a packing/box list, check unloading and storage, request a written investigation, and save receipts and valuation basis. The question of liability depends on the agreement and circumstances.

How quickly must I complain about damage after the move?

File a written complaint as soon as the damage or loss is discovered and document the time. Bohag 2010 has a complaint provision when the terms apply; do not wait for any ultimate deadline before reporting.

Can the moving company invoice more than the quote?

It depends on the pricing method and the actual agreement. Bohag 2010 normally contains a 15 percent limit for an approximate price statement when its rules apply; fixed price, hourly rate, and approved surcharges must be assessed individually.

What happens if the moving company arrives several hours late?

Document the agreed and actual start/end time, what the company communicated, and any actual additional costs. The right to compensation and causation are assessed individually; no general amount is assumed for any delay.

Can I withhold payment if the moving company scratched my floor?

The Swedish Consumer Agency's guidance separates damage in the home from certain other defects in the service. In the case of damage in the home, a claim for financial compensation may be relevant, but it is not automatically permitted to withhold payment for the damage. Make a separate assessment of the invoiced amount based on the agreement.

Is Bohag 2010 a Swedish law?

No. Bohag 2010 is industry guidelines agreed upon by the moving industry and the Swedish Consumer Agency. They may apply as an agreement or be relevant as good practice. Check what was actually agreed and what type of move was carried out.

Can I also get compensation through my home insurance?

Any insurance compensation depends on your own insurance agreement and how the damage occurred. The moving company's liability and insurance are assessed separately. Record already received amounts so that the same damage is not double-compensated.

Does Excel help me calculate what the moving company must pay?

No. Excel summarizes submitted claims, accepted amounts, actual payments, and receipts. An administrative difference does not automatically mean a legally established claim.

Do the templates apply to move-out cleaning or international moves?

Not without customization. The package is primarily for private household moves within Sweden. Separate move-out cleaning and international transport may be covered by other terms of agreement and legal assessments.

Official sources, limitations, and version

Swedish Consumer Agency – Problems with moving companies · Swedish Consumer Agency – Hiring a moving company · ARN – Swedish National Board for Consumer Disputes.

If you are instead planning a move, see Move Planner & Moving Budget. This package applies to complaints after perceived problems with the moving service, not a general moving schedule.

Product version 1.0. AI-assisted legal source check on November 6, 2026. No independent external legal review, agency certification, or guarantee of compensation. For office moves, move-out cleaning, international transport, or unusual arrangements, other agreements and rules may apply. Digital ZIP delivery is made only when the file is separately linked to Digital Products and the product is published. This Shopify product shall remain a DRAFT for the time being.