Before booking a removal company, the questions you ask matter as much as the price on the quote. A thorough set of questions, put to every firm you are considering, is the most reliable way to tell a professional operation from one that will cause problems on the day.
Is the Quote Fixed or an Estimate?
This is the single most important financial question to resolve before signing anything. A fixed quote means the figure does not change on moving day, provided the scope of the job stays the same. An estimate - sometimes described as "around" a certain amount - can increase once the crew is on site and you have fewer options to push back.
Reputable firms will normally issue a fixed written quote after carrying out a home survey, either in person or by video call. Always ask for the quote in writing and check what specifically is included - packing materials, disassembly and reassembly of furniture, and a second trip if the van is not large enough are common extras that can push the final figure up if they are not agreed upfront. Confirm the figure directly with the firm before accepting any quote.
What Insurance Do You Carry?
There are three types of cover that matter when hiring a removal company.
- Goods-in-transit insurance - covers your belongings while they are being moved. Ask for the total cover limit, the per-item cap, the excess, and whether it applies to items you have packed yourself. Items packed by the customer are often excluded or only covered if there is visible external damage to the box.
- Public liability insurance - covers damage the crew causes to your property, such as a doorframe or floor.
- Storage or yard insurance - relevant if your belongings will be held in a depot between moves.
Ask the company to provide copies of the relevant certificates before you commit. If a firm is reluctant to do this, treat it as a warning sign. Your home contents policy is unlikely to cover belongings in transit unless you have specifically arranged that with your insurer, so do not assume existing cover will protect you.
Are You a Member of a Trade Body?
The British Association of Removers (BAR) is the main trade body for the UK removals industry. Member firms agree to a code of practice, carry adequate insurance, and are subject to independent dispute resolution if something goes wrong. The Association of Independent Movers (AIM) performs a similar role for smaller and independent operators.
Membership is not legally required, but it provides an independent layer of accountability that a non-member firm cannot offer. Check the relevant body's website directly to confirm a firm's membership is current - do not rely solely on a logo on a van or a website.
When comparing firms across different parts of the country, the removals and logistics listings on GetBrent can help you identify local companies to research and contact for quotes.
Who Will Actually Do the Work?
Some removal firms subcontract jobs to other operators, particularly at busy times of year such as the end of a school term or the final Friday of the month when many property completions happen. This is not automatically a problem, but it does mean the crew turning up on the day may not be the company you spoke to and vetted.
Ask directly: will your own employees carry out the move, or could it be passed to a third party? If subcontracting is a possibility, ask how the firm vets those it uses and whether the same insurance arrangements apply. Get the answer in writing as part of the job confirmation.
If you are moving in or around London, browsing removal firms in London can give you a starting point for checking which local companies operate their own crews. For those moving in the East of England, removal services near Bury St Edmunds lists firms closer to that area.
What Happens If Something Goes Wrong?
Before booking, run through the following practical checklist to protect yourself if the move does not go to plan.
- Damage on the day - ask how to report it, to whom, and within what time limit. Visible damage should normally be noted before the crew leaves.
- Late or no-show - ask what the firm's contingency plan is if the vehicle breaks down or a crew member is unavailable.
- Overrun - ask whether there is a charge if the job takes longer than quoted, and under what circumstances an additional fee could apply.
- Cancellation by you - check the terms if your completion date changes or falls through, which is not uncommon in property chains.
- Deposit protection - BAR members operate an Advanced Payment Guarantee scheme, which protects deposits paid in advance if the firm ceases trading before the move.
The removal firm's vehicles must also be roadworthy and operated within the law. The DVSA (Driver and Vehicle Standards Agency) sets the standards for commercial vehicle roadworthiness in Great Britain. If the firm is operating vehicles over 3.5 tonnes, an operator's licence may be required - you can verify this through the DVLA's public register. While this is the firm's legal responsibility rather than yours, it is a reasonable thing to confirm when you are trusting a company with a property full of belongings.
For those in the Home Counties, a search for removal companies near Watford can surface local firms to approach with these questions.
Find a Removal Firm on GetBrent
GetBrent is a UK marketplace where you can find and compare local removal companies, man and van services and haulage firms, then ask them for a quote directly. Search by location, browse firm details and contact the companies that look right for your move - without having to go through a call centre or intermediary.
