Questions to ask your removals firm

Make sure you know exactly what you are getting from your removal company by asking all the right questions

Questions to ask your removals firm

There are some dreadful horror stories about removal companies, so it is vital that you ask all the right questions before your move to give you the information needed to select a moving company you can trust. The service of an excellent removal company can be the difference between a good and a bad move - so make sure you do all you can to assure your confidence in the firm you select.

Here is some basic information to ask your removal company to ensure you do not become a victim on your moving day.

Pre-move Survey

  • Always ask the removal firm to send a surveyor round to confirm the volume of your possessions to be moved (don’t hide anything!) and discuss your requirements. You should not be charged for this visit.

  • Ask if they can provide a packing service. Make sure you let them know if this is something you require when you instruct them so they can dedicate sufficient time to complete your packing and include it in your quote to ensure you will be aware of the costs.

  • Ask if they have storage facilities available or can recommend somewhere.

  • Following the survey and the discussion of any additional services you may require, ask for a full written quotation and a fixed price.


  • Ask the removal company what size vans and lorries they have. You do not want to have to wait whilst small vans are loaded/moved and then unloaded. One large pantechnicon should be available if appropriate.

  • Ask your removal firm if they supply packing boxes, and how many boxes they will bring in advance. Some will sell you sets of packing boxes; some will be able to provide them as part of the move. Always ask for double walled as these are stronger, get plenty of tape and arm yourself with a small cutter to open the boxes at the other end. Many firms also have special book boxes or wine racks.

  • Check that the removal company has a good supply of moving equipment: SatNav to locate your new home quickly, blankets to wrap large furniture, hanging wardrobes, mattress covers etc. These pieces of equipment can make the difference between a bad and a good move.


  • Are their members of staff trained? Who by? (The British Association of Removers (BAR) and other trade associations run training programmes which can be attended by removals firms).

  • Are their staff uniformed?

  • Will the movers who work on your move be casual, contractors or are they fully employed? Casual workers are less inclined to worry about your possessions or feel responsible for the job.


  • Ask to see details of their insurance. Check that you don’t need to supplement this if you have some precious items that their insurance doesn’t cover during the move. Many household contents insurance do not cover standard household items in transit.

  • Ask to see the removals VOSA number. If a removal involves operating a goods vehicle above a certain weight, they will need to hold an operator's licence issued by the Traffic Commissioners.


  • Get a landline and a full address (not a PO Box). Cowboy removal firms usually only operate from a mobile phone.

  • How would the company like to be paid? Cowboy removal firms insist on cash payment. Most reputable removal companies will take credit cards or cheques.


  • It is also worth remembering to check out genuine customer feedback for any removal firms you are thinking of using so you can be assured of the company’s quality and be confident that your move will go smoothly.

It is important that you employ a removal company you feel comfortable with, as they will be handling all of your furniture and personal possessions.

All of our removal companies are signed up to our Ombudsman Service and adhere to our Code of Practice, so by receiving quotes for removals through you can be certain that the removal companies are quality, reputable firms with the appropriate level of training and experience.

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  • Mrs Kelly-anne Crawley says...

    posted on 31/05/2014 09:54:39

    Very interesting and informative it raised questions that i would never of thought to ask as its the first time we've moved very good.

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