Claim processing times

If your goods are damaged or go missing in transit, we will help you start a claim quickly and smoothly. All claims are handled under the Road Haulage Association (RHA) Conditions of Carriage 2020, the standard legal framework used across UK pallet networks. These rules set liability limits for carriers and do not provide full-value insurance.

How to Start a Claim

Act quickly. If you notice damage, tell us within 24 hours of delivery so we can act fast. Under the RHA Conditions, you must give formal written notice of loss or damage within 7 days of delivery (other types of loss within 28 days).

• Step 1: Contact our team on Live Chat. We will send you a claims form.
• Step 2: Complete the form and return it within 24-48 hours with the required documents listed below.
• Step 3: We submit your claim to the Palletline claims team for investigation and keep you updated.

What Evidence Will You Need?

Please provide:

• Proof of the goods’ cost price (purchase or manufacturing invoice)
• Proof of sale price if different
• Total weight of the damaged or missing goods
• Clear photographs of the damage and packaging
• Details of any repair, salvage, or mitigation
• Any other information that explains what happened on delivery

Having this ready helps us progress your claim without delay.

What Happens After I Submit My Claim?

Once we receive your completed form and documents, we pass the claim to Palletline for review and investigation. Most claims are resolved within 8 weeks, though complex cases can take longer. We will keep you informed throughout.

What Compensation Am I Entitled To?

We meet our legal liability for the goods, not the full sale value. Compensation is weight-based:

• UK and Ireland: up to £5.00 per kilogram as standard
• International and full-load services: usually £1.30 per kilogram (varies by route and carrier) – we will confirm on request

Example: a 100 kg pallet has a maximum claim value of £500. Consequential losses and deterioration from poor packing are not covered.

What is the Minimum Claim?

Claims must be for at least 11 kilograms or £55.00 of goods. Smaller amounts fall outside network liability limits.

Important to Know

• The RHA Conditions cover legal liability only – not full-value insurance. If you need full-value cover, arrange your own insurance before booking.
• Timely reporting matters. Please report visible damage within 24 hours and give written notice within 7 days.
• We aim to resolve every claim fairly and efficiently.

Need help at any stage? Start a Live Chat and we will guide you through the process.