Claims, Loss & Damage

1. Report it as soon as reasonably possible

Please notify us as soon as reasonably possible after you discover loss or damage — ideally at the point of delivery or immediately afterwards — so we can investigate while the goods, packaging, vehicle and delivery evidence are still available. Where damage is visible on delivery, note it at the time so it is captured on the proof of delivery record.

Delays in reporting can make a claim harder to substantiate. We do not impose a short absolute notification deadline, and nothing here removes your statutory rights or any time limit set by law.

2. How to submit a claim

Email info@toosweetlogistics.co.uk with “Claim” and your job number in the subject line, or call 07367 417240 and follow up in writing. Account and corporate customers can also raise a claim through their usual TSL contact.

3. Information we need

• Job / reference number — the TSL job number, and your own order or manifest reference if you have one.
• Claimant details — the name, company, email and telephone number of the person making the claim, and their relationship to the consignment.
• Description of the loss or damage — what is missing or damaged, when it was noticed and by whom, and the condition of the outer packaging.
• Photographs — clear images of the damaged item, any damaged packaging (inner and outer), labelling, and the location where the goods were left where relevant.
• Evidence of value — purchase invoice, receipt, valuation, repair quotation or replacement cost. Claims are assessed on evidenced value, not on estimates.
• Packaging evidence — how the goods were packed and by whom. Please retain the goods and all packaging until the claim is closed; we may need to inspect them or arrange inspection.
• Any mitigation — repair, salvage or replacement steps already taken or quoted.

4. How we investigate

1. We acknowledge the claim in writing and confirm what is still outstanding.
2. We review the job record: booking instructions, timeline events, driver reports, collection and delivery timestamps, GPS breadcrumbs where recorded, and the proof of delivery (photographs, recipient name and signature, or the authorised unattended delivery record).
3. We may ask for further evidence, arrange inspection of the goods and packaging, or speak with the sender, recipient or driver.
4. Where a subcontracted carrier performed part of the movement, we raise the matter with them in parallel.
5. We tell you the outcome in writing with our reasons.

5. Insurer involvement

Too Sweet Logistics Limited holds Goods in Transit insurance of £20,000 and Public & Product Liability insurance of £2,000,000. Where a claim may fall within a policy, we notify our insurer and the insurer may take over the assessment, appoint a loss adjuster or request evidence directly from you.

Important: holding insurance does not mean every claim is covered or automatically paid. Cover is subject to the policy terms, conditions, exclusions, excesses and limits in force at the time, to the goods being of an insurable type and properly packed and declared, and to the loss being one for which we are legally responsible. Some goods — including certain high-value, fragile, perishable, live, hazardous or excluded categories — may not be covered. If your consignment needs cover beyond our standard position, tell us before booking so we can agree it in writing or advise you to arrange your own goods cover.

6. No automatic admission of liability

Acknowledging, investigating or referring a claim to our insurer is not an admission of liability. Liability is assessed against the contract, these published policies, the evidence and applicable law. Where we are liable, we settle on the evidenced value of the goods (or the cost of reasonable repair, if lower), and not on consequential or indirect loss unless the law requires otherwise.

7. Claims that are unlikely to succeed

• Goods that were inadequately or unsuitably packed by the sender.
• Goods that were not declared, or were mis-declared, at booking.
• Prohibited, restricted or hazardous goods carried without written agreement.
• Inherent defect, wear, natural deterioration or latent fault.
• Loss following delivery in accordance with your own written instructions, including an authorised unattended delivery evidenced by timestamped photographs.
• Loss or damage that cannot be evidenced at all.

8. Communications and outcome

We keep your claim on the job record so every update is tied to the same reference. You will receive an acknowledgement, progress updates while the claim is open, and a written outcome. Where a claim is declined, we explain why and what evidence would change the position.

9. Disagreeing with the outcome

If you disagree, reply in writing within a reasonable time with any further evidence and we will review it, escalating internally to management. If we still cannot agree, you retain your legal rights and may pursue the matter through the courts of England and Wales. Nothing here removes or reduces your statutory rights as a consumer.

10. Related policies

See our Terms of Carriage, Cancellation & Refund Policy and insurance & compliance page.