15 Questions to Ask a Removal Company Before You Book
The questions worth asking any UK removal firm or man and van before you book, covering price, crew, cover, timing and what happens if things go wrong.
A good mover will be glad to answer questions. A poor one will get vague or irritated. Either way, the answers tell you a lot. This list is organised so you can run through it on a phone call or paste it into a message.
About the price
- Is the quote fixed or an estimate? If it is an estimate, ask what could change it.
- What does it include? Loading, driving, unloading, fuel, materials, dismantling.
- What is charged extra? Waiting time, stairs, parking, disposal, overrun.
- What is the rate if the job takes longer? Some firms raise the rate, some keep it the same.
- When is payment due and how? Deposit, balance, and the methods accepted.
See hidden extras in removal quotes for more detail on the common ones.
About the crew and vehicle
- How many people will turn up? Get a number, not "a team".
- What vehicle will be used and is it big enough? A Luton for a three-bed may mean two trips.
- Are they employees or subcontractors? Not a bad thing in itself, but you should know who will be in your home.
- Can I see the provider's details and reviews? Recent, relevant feedback is more helpful than a headline score.
About protection
- What cover do you carry for goods in transit and for damage to property? Ask for the wording and any limit per item or excess.
- Does the cover apply to items I pack myself? This is where claims often get tricky.
- What is your process if something is damaged? See how to make a removals damage claim.
Never assume cover exists because a provider says "you are fully insured". Ask what that means, and check your own policy too.
About timing and flexibility
- What is the arrival window and who do I contact on the day? A mobile number for the driver is useful.
- What if my completion is delayed? Ask about rescheduling fees and storage options.
- What is your cancellation policy? Including how much notice and whether deposits are returned.
Questions to ask yourself too
A conversation works both ways, so prepare the facts:
- How many floors at each end, and is there a lift?
- Where will the van park and how far is the carry?
- What large or fragile items need special handling?
- Is there anything that cannot be moved, such as hazardous goods? See what movers will not carry.
How to read the answers
Look for specifics. "We will send two lads and a Luton, it should take about five hours, and the rate after that is £60 an hour" is far better than "we will sort it". Be wary of answers that dodge cover or refuse to confirm anything in writing.
Compare answers across providers using the quote comparison method. If one provider is consistently clearer and more responsive, that is meaningful.
You can ask these questions through messages once you have sent a request on Compito. Having the conversation in one place makes it easier to refer back if there is any dispute about what was agreed.
Putting the answers to work
Collect answers in a simple grid so you can compare providers at a glance.
| Question | Provider A | Provider B | Provider C |
|---|---|---|---|
| Price and basis (fixed or estimate) | |||
| Crew size and vehicle | |||
| Included extras | |||
| Cover wording and limits | |||
| Cancellation terms | |||
| Arrival window |
A grid like this turns a stack of phone calls into a decision. It also stops you being swayed by the last friendly voice you spoke to.
Follow-up questions for special cases
- Antiques, pianos and fragile items. Has the crew moved similar items, and how do they protect them?
- Flats and restricted access. How do they handle lifts, stairs and parking?
- Packing. Who is responsible for packed items, and what is the process for unpacking?
- Storage. Can they hold items if completion is delayed, and at what price?
- Long distance. Is the journey direct, is it shared with other loads, and what is the delivery window?
Red flags in answers
Be cautious if a provider:
- Cannot say who will arrive
- Refuses to put anything in writing
- Says that cover is "not needed" or "included, don't worry"
- Pressures you to book on the spot
- Changes the price between conversations
See removal quote red flags for more.
After you choose
Confirm the details in a single message, listing the date, arrival window, address, crew size, vehicle, price and cancellation terms, and ask them to reply to confirm. Keep that message. It is the simplest protection you have if there is a disagreement later.
Frequently asked questions
Should I ask for references?
You can, but recent reviews are usually more informative. Ask whether the provider has moved homes like yours.
Is it rude to ask about cover?
No. It is a normal question and reputable movers expect it.
What should I get in writing?
The price, scope, date and time window, crew size and vehicle, extras and cancellation terms. A message exchange counts, as long as it is clear.
How many providers should I ask?
Three is a good number. Two gives you little to compare, and more than five tends to make the decision harder, not better.