10 Questions to Ask Every Removal Company
Not all removal companies are equal. These questions help you separate the professionals from the rest.
1. Are You a Member of a Trade Body?
Look for membership of the BAR (British Association of Removers) or NFTO (National Federation of Transport Operators). Members must meet quality standards, follow codes of practice, and participate in dispute resolution.
2. What Insurance Do You Carry?
Ask specifically about goods-in-transit insurance. Standard cover is usually £50,000, but confirm the amount and what's excluded. If you have high-value items, ask about additional cover.
3. Will You Do a Survey?
Any reputable company moving a full household should offer a pre-move survey - either in person or via video call. This ensures an accurate quote. Companies that quote blind are more likely to add charges on the day.
4. Is the Quote Fixed or an Estimate?
A fixed price means no surprises. An estimate can change on the day if conditions differ from what was described. Always push for a fixed quote if possible.
5. What's Included in the Price?
Confirm exactly what you're getting:
- Loading and unloading?
- Furniture wrapping?
- Dismantling and reassembly?
- Floor and doorway protection?
- Parking costs?
6. What Happens If Things Go Wrong?
Ask about their claims procedure. How do you report damage? What's the time limit? How long does resolution take? Companies that can't answer these clearly should be avoided.
7. What Are Your Payment Terms?
Some companies require a deposit, others charge on completion. Ask about:
- Deposit amount and when it's due
- Accepted payment methods
- Cancellation and refund policy
8. Can You Provide References?
Check Google reviews, Trustpilot, and Checkatrade. A company with consistent 4+ star reviews across platforms is a good bet. Be cautious of companies with very few reviews.
9. What Vehicles Will You Use?
The vehicle size should match your move. Ask what type and size of vehicle they'll send. Also ask if your belongings will be the only load - shared loads are cheaper but carry more risk.
10. What's Your Cancellation Policy?
Life happens. Check what the cancellation fee is and how far in advance you need to cancel. 48-72 hours is a common minimum notice period.
Extra Questions for Long-Distance and Storage Moves
If your move is over 100 miles or involves storage, add these to the list:
- Will my belongings share the vehicle with another job? Part-loads are cheaper but mean less schedule control and more handling.
- What happens if completion is delayed? Ask about overnight vehicle storage and what it costs — chain delays are common and the answer varies enormously between firms.
- Is the storage containerised? Sealed containers loaded once at your home mean less handling and less damage risk than warehouse re-stacking.
- Who actually does the delivery leg? Some national quotes subcontract the far end to a local partner — fine if disclosed, a surprise if not.
How to Compare the Answers
Getting the answers is half the job; comparing them is the other half. A simple method that works:
- Disqualify first. Any red flag below removes a company from the list regardless of price.
- Normalise the quotes. Add missing items to each quote (packing materials, parking suspension, insurance upgrade) so you're comparing the same total job.
- Weigh certainty. A fixed quote £50 above an estimate is usually the better deal — estimates drift upwards on moving day, fixed prices don't.
- Sanity-check against a benchmark. If a quote is 40% below the others, the question isn't "how do they do it so cheap" — it's "what's going to be added later".
Red Flags to Watch For
- No physical address or landline number
- Cash-only payment
- No written quote
- Unwillingness to do a survey
- Significantly cheaper than all other quotes (usually means hidden charges)
- No insurance documentation
The Quick Checklist
Screenshot this for your calls:
| # | Question | Good answer looks like |
|---|---|---|
| 1 | Trade body member? | BAR or NFTO, verifiable |
| 2 | Goods-in-transit insurance? | £50,000+, documented |
| 3 | Pre-move survey? | Yes, in person or video |
| 4 | Fixed quote or estimate? | Fixed, in writing |
| 5 | What's included? | Itemised list |
| 6 | Claims procedure? | Clear process and time limits |
| 7 | Payment terms? | Deposit reasonable, card accepted |
| 8 | References? | 4+ stars across platforms |
| 9 | Vehicle and crew? | Sized to your survey |
| 10 | Cancellation policy? | Written, 48-72h notice |
Use our calculator to get a benchmark estimate before you start getting quotes - it gives you a fair idea of what to expect - and see how to find a good removals company for the full vetting process.