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.
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
Use our calculator to get a benchmark estimate before you start getting quotes — it gives you a fair idea of what to expect.