What's the most important question to ask a removal company?

Ask about their insurance coverage and licensing. This protects you if anything goes wrong during the move. A reputable company should have comprehensive goods-in-transit insurance and be properly licensed for commercial operations.

Should I get written quotes from multiple removal companies?

Absolutely. Get at least 3 written quotes that detail exactly what's included. This allows you to compare not just prices but also services offered, insurance levels, and terms and conditions.

How far in advance should I book a removal company?

Book 4-6 weeks in advance, especially during peak moving seasons (summer months and end/start of months). This ensures availability and often better rates than last-minute bookings.

What happens if my belongings are damaged during the move?

This depends on the company's insurance policy and terms. Ask specifically about their claims process, excess amounts, and what evidence you'll need. Ensure you understand coverage limits and excluded items before booking.

12 Essential Questions to Ask Your Removal Company Before Booking

📋 Essential Removal Company Questions

Key questions to ask

Quotes to compare

£50K+

Minimum insurance cover

4-6

Weeks advance booking

Why These Questions Matter

Choosing the right removal company is crucial for a successful, stress-free move. The difference between a professional, reliable service and a cowboy operator can mean the difference between a smooth transition to your new home and a nightmare experience involving damaged belongings, hidden costs, or even complete no-shows.

These 12 essential questions will help you properly vet removal companies, understand their services, and make an informed decision. Don't be afraid to ask these questions – reputable companies will welcome the opportunity to demonstrate their professionalism and put your mind at ease.

Questions 1-3: Credentials and Insurance

Start with the fundamentals that protect you legally and financially. These questions establish whether the company is legitimate and properly covered.

🔍❗ Question 1: "Are you fully licensed and insured?"

What to Look For

Valid operator's licence for vehicles over 3.5 tonnes, comprehensive public liability insurance (minimum £1 million), and goods-in-transit insurance. Ask to see certificates.

Red Flags

Reluctance to provide insurance details, expired certificates, or claims they're "covered by someone else's insurance." Legitimate companies will readily share this information.

Follow-up Questions

"What's your insurance excess?" "Does your insurance cover all types of damage?" "Can I see a copy of your insurance certificate?"

🛡️💼 Question 2: "What level of goods-in-transit insurance do you provide?"

Coverage Levels

Basic: £40 per item or £600 per tonne. Enhanced: Higher coverage levels, often £1,000+ per item. Comprehensive: Full replacement value insurance.

What's Excluded

Ask specifically about exclusions: jewellery, cash, important documents, electrical items, plants, or perishables. Many standard policies have significant limitations.

Claims Process

"How do I make a claim?" "What evidence do you need?" "How long do claims take to process?" Get clear answers in writing.

🏢✅ Question 3: "Are you a member of any trade associations?"

Recognised Bodies

BAR (British Association of Removers), IAM (International Association of Movers), or other recognised trade bodies. Membership indicates professional standards and dispute resolution access.

Benefits of Membership

Professional standards compliance, ongoing training, dispute resolution services, and protection schemes. Members are typically more reliable and accountable.

Verification

Check membership directly with the trade body. Fake memberships are unfortunately common, so verify independently rather than just taking their word.

Questions 4-6: Experience and Expertise

Understanding the company's experience and capabilities helps ensure they can handle your specific moving requirements professionally.

Question 4-6 Quick Reference

Question	Why It Matters	Good Answer	Warning Signs
How long have you been in business?	Experience indicates reliability	5+ years, established reputation	Very new, frequent name changes
How many moves do you do per week?	Shows business volume and capacity	Regular steady business	Very sporadic or overwhelming numbers
Can you provide recent customer references?	Real customer feedback	Happy to provide 3+ references	Refusal or only very old references

Detailed Experience Questions

🎯 Specialisation Questions

"Do you specialise in residential or commercial moves?"
"Have you handled properties like mine before?"
"Do you have experience with fragile/valuable items?"
"What's the largest/most complex move you've done?"
"Do you handle international/long-distance moves?"

👥 Team Questions

"Are your staff employed or subcontracted?"
"What training do your movers receive?"
"Will the same team handle my entire move?"
"How do you ensure staff reliability?"
"Are background checks performed on staff?"

Questions 7-8: Service Scope and Inclusions

Understanding exactly what's included (and what isn't) prevents surprises on moving day and helps you compare quotes accurately.

📋 Question 7: "What exactly is included in your service?"

Standard Inclusions

Loading, transport, unloading, basic furniture assembly/disassembly, protective blankets, and reasonable waiting time. Clarify what "basic" means.

Common Add-ons

Packing services, boxes and materials, storage, cleaning, piano moving, garden furniture, and white goods disconnection/reconnection. Get prices for each.

Potential Exclusions

Loft contents, garden sheds, fuel/chemicals, fragile items without special packing, or items requiring specialist handling. Know what you'll need to handle yourself.

📦 Question 8: "Do you provide packing materials and services?"

Packing Services

Full Pack: Everything packed professionally
Partial Pack: Fragile items only
Fragile Pack: China, glassware, artwork
Unpacking: Post-move unpacking service
Timing: Day before or morning of move

Materials Provided

Boxes: Various sizes, wardrobe boxes
Protective Materials: Bubble wrap, tissue paper
Furniture Protection: Blankets, covers
Tape & Labels: Packing tape, room labels
Disposal: Empty box removal service

Questions 9-10: Pricing and Hidden Costs

Getting clear, detailed pricing information helps you budget accurately and avoid unpleasant surprises on moving day.

💰 Question 9: "How do you calculate your prices?"

Pricing Methods

Hourly rate (local moves), fixed quote (long distance), volume-based (cubic feet), or weight-based. Each has pros and cons - understand which applies to you.

Quote Validity

"How long is this quote valid?" "What happens if prices change before my move date?" "Is this a binding estimate?" Get written confirmation of price guarantees.

Payment Terms

"When do I pay?" "What payment methods do you accept?" "Do you require a deposit?" Beware of companies demanding large upfront payments.

⚠️💸 Question 10: "Are there any additional charges I should know about?"

Access Charges

Long carry from vehicle to property, stairs (especially above 2nd floor), narrow doorways, or difficult parking. Get specific rates for your situation.

Time-Related Charges

Waiting time, delays beyond your control, multiple collection/delivery points, or moves extending beyond estimated time. Understand hourly rates and minimum charges.

Service Charges

Weekend/evening moves, short-notice bookings, fuel surcharges, toll roads, or congestion charges. These can add significantly to your bill.

Special Item Charges

Pianos, safes, large appliances, artwork, or anything requiring special handling. Get specific quotes for valuable or unusual items.

Question 11: Timeline and Scheduling

Understanding the moving timeline helps you plan effectively and ensures the company can meet your requirements.

📅 "What's your availability and how flexible are you with timing?"

Availability Questions

"Can you accommodate my preferred date?"
"What time will you arrive?"
"How long will the move take?"
"Do you work weekends/evenings?"
"What happens if there are delays?"

Contingency Planning

"What if the weather is bad?"
"What if my completion is delayed?"
"Do you have backup vehicles/staff?"
"Can you store my items temporarily?"
"What's your cancellation policy?"

Scheduling Best Practices

Timeline Considerations

Move Type	Typical Duration	Book In Advance	Peak Season Impact
1-2 bed flat	4-6 hours	2-3 weeks	Limited availability
3-4 bed house	6-8 hours	4-5 weeks	Higher prices
5+ bed house	8-12 hours	6-8 weeks	Very limited slots
Long distance	1-2 days	6-8 weeks	Significant premiums

Question 12: Damage Protection and Claims

This final question is crucial for understanding how the company handles problems and protects your interests.

🛡️❗ Question 12: "What's your process if something goes wrong?"

Damage Reporting

"How quickly must I report damage?" "What evidence do you need?" "Who investigates claims?" Get clear procedures and timeframes in writing.

Resolution Process

"How long do claims take?" "What if we disagree on liability?" "Do you use independent assessors?" Understanding the process helps set expectations.

Prevention Measures

"How do you prevent damage?" "What protective measures do you use?" "Can I watch/help with valuable items?" Prevention is better than compensation.

Additional Protection Questions

Beyond the main 12 questions, consider these additional queries for extra peace of mind.

📞 Communication

"Who is my main contact person?"
"How can I reach you on moving day?"
"Do you provide tracking/updates?"
"What if I need to make changes?"
"How do you handle complaints?"

📄 Documentation

"Will you provide a detailed inventory?"
"Do you take photos of valuable items?"
"What paperwork will I receive?"
"Are your terms and conditions clear?"
"Can I get everything in writing?"

Final Verification Steps

After asking all questions, take these final steps to verify the company's credentials and make your final decision.

✅ Final Verification Checklist

Online Research

Check Google reviews, Trustpilot, and social media. Look for patterns in feedback and how the company responds to complaints.

Reference Checks

Contact provided references and ask specific questions about punctuality, care of belongings, and overall satisfaction.

Documentation Review

Read all terms and conditions carefully. Ensure quotes include everything discussed and understand all charges.

Trust Your Instincts

Consider how professional and responsive the company has been. Good communication during quotes often indicates good service during moves.

🎯 Making Your Final Decision

Don't Choose Based on Price Alone

The cheapest quote may not offer the best value. Consider insurance coverage, reputation, and included services.

Get Everything in Writing

Ensure all agreements, quotes, and promises are documented. This protects both you and the removal company.

Plan for Contingencies

Have backup plans for delays, weather issues, or problems. Ask your chosen company about their contingency procedures.

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