A delayed delivery is one of the most stressful parts of any move. In most cases the delay has a practical cause and is resolved within a day or two. Knowing exactly what to do keeps you in control of the situation.
Step 1: Contact the Transport Company for an Updated Delivery Time
Call the company as soon as the delivery window passes without contact from them. Ask for a specific revised date and time, not just a vague assurance. Note the name of the person you spoke to and what they told you. Follow up with a written message on WhatsApp or email so there is a record.
Step 2: Ask for the Reason and Confirm It in Writing
A genuine delay will have a clear cause — a vehicle breakdown, a road closure, adverse weather, or a depot processing delay. Ask the company to confirm the reason. Understanding the cause also tells you whether the delay is likely to be short (a route change) or longer (a major vehicle repair). If the company cannot give a specific reason, ask to speak with a supervisor.
Step 3: Know What You Are Entitled To
Check your booking agreement for any clause on delivery timelines and compensation for delays. Some companies offer a credit or partial refund for delays beyond a stated period. If your goods include time-sensitive items, make this clear to the company and ask what they can do to expedite. Keep the original booking receipt and any written communication ready.
Step 4: Escalate if the Delay Extends Without Clear Communication
If the company goes silent, stops answering calls, or keeps giving new promises without delivery, escalate. Send a formal written complaint to the company by email. If transit insurance was taken, contact the insurance provider and inform them of the situation. In serious cases of goods being held without communication, a consumer complaint can be filed with the National Consumer Helpline (1800-11-4000).
What to Keep Ready During a Delay
- Original booking receipt
- Written quote or contract
- The lorry receipt or consignment note
- Photos of goods taken before loading
- All written or WhatsApp communication with the company
Most delays are resolved quickly once communication is established. A calm, documented approach puts you in the strongest position whether the resolution is fast or requires further escalation.
