CLAIMS & REFUNDS
A clear evidence-led process when something goes wrong.
If a delivery problem arises, AtlasMove uses the consignment record rather than relying only on memory or phone calls. The booking, item count, scans, status history, permitted photographs, communications and receiver signature can all help establish what happened.
01
How to report a problem
Email support@atlasmove.co.uk or contact the team using the published phone number. Include the tracking or quote reference, a clear description of the issue, when it was noticed and the outcome you are requesting.
Keep the item and relevant packaging in the condition in which the problem was found where reasonably possible. Provide clear photographs and any collection or delivery communication that supports the report. Do not include the private tracking ID in a public review or social post.
- Tracking or quote reference
- Item and physical piece affected
- Date, time and place the issue was noticed
- Photographs or documents that show the problem
- Preferred contact details and requested resolution
02
What AtlasMove reviews
The team checks the accepted quote, declared item information, access notes, payment status, route assignment, driver scans, operational timestamps, permitted proof and the signed acknowledgement. Where another party supplied or packaged the item, relevant evidence from that party may also be needed.
A signature confirms the handover record but does not by itself remove legal rights. Equally, an allegation does not by itself establish responsibility. The full evidence and applicable terms are considered together.
03
Refund and remedy decisions
If AtlasMove cancels a paid public booking before providing the agreed service, the team will explain the refund arrangement. If the customer cancels or materially changes the job, any refund depends on the timing, work already performed, committed resources and the accepted quote.
For loss, damage, failed delivery or service complaints, the appropriate response may be further information, a revised delivery, a partial or full refund, another reasonable remedy or a declined claim with reasons. Statutory consumer rights remain unaffected.
Bradford managedRoutes and customer records are controlled from the AtlasMove operation in Bradford.
Confirmed in writingItem, route, access and price details are reviewed before a public booking becomes confirmed.
Private by designOther customers and exact unrelated route stops never appear in the public tracking view.
PRACTICAL ANSWERS
Questions before you book.
Where do I send a claim?+
Send it to support@atlasmove.co.uk with the tracking or quote reference and supporting evidence.
Does a receiver signature prevent every claim?+
No. The signature is one part of the evidence and does not remove rights that cannot legally be excluded.
Are all cancellations fully refundable?+
Not automatically. The decision depends on timing, resources already committed, work performed and the accepted terms.
How quickly should I report damage?+
Report it promptly after discovery so relevant evidence can be preserved and reviewed.
READY TO PLAN IT?
Give the Bradford team the complete delivery details.
We review the route, item and access before returning a custom price.