12 Important Questions to ask Your Removals Company

Moving home or office can be an exciting milestone, but it often involves juggling multiple tasks and making critical decisions.

Plus, if it has been many years since you last moved, inevitably, we all tend to add to our existing number of belongings until doing it yourself is not really an option.

Hiring a reliable removals company is the best way to ensure a smooth, stress-free experience rather than experiencing a potentially logistical nightmare scenario.

While many service providers promise competitive pricing and professional handling of your belongings, it’s not always clear which questions you should ask to ensure you get the best possible deal.

In our article, we will explore twelve important questions to ask any prospective removals firm.

Each point aims to help you understand the key differences between companies so you can choose a service that meets your specific needs.

Armed with these questions, you’ll be well on your way to a successful and effortless move with a removal company that is fit for purpose.

1. Are You Accredited and Insured?

It is important for you to find out if a company is accredited with a recognised industry body.

Before signing any contract, verify whether your chosen removals company holds memberships or accreditations from reputable industry bodies such as the British Association of Removers.

Accreditation to this well-respected industry regularly means your mover must follow established best practices, which can give you peace of mind about how they will handle your items.

It’s also essential to check their insurance policies.

Ask about the extent of coverage for your possessions and confirm whether it covers both loading and transportation.

A trustworthy removals firm will provide details on liability if items are damaged or lost.

If they can’t show valid insurance documents or if details seem vague, it might be worth looking elsewhere to ensure your property is protected throughout the moving process, such as your home insurance.

2. What is Included in Your Quote?

Price clarity will help you avoid unpleasant surprises when the final invoice arrives.

Always request a detailed quote that clearly specifies what is and isn’t included.

Ensure it includes any special arrangements you discussed with the surveyor who conducted your home survey.

Standard quotes might cover loading, transportation, and unloading, but additional services, such as packing supplies, dismantling furniture, or assembling items at your new location, may incur extra fees.

Ask whether the company charges by the hour, weight, or volume.

You should also determine if they charge for unexpected events, such as difficult access to your property or traffic-related waiting times.

Understanding precisely what you’re paying for helps you compare different removals companies and ensures hidden costs won’t blindside you.

3. Do You Offer Packing Services and Materials?

Find out what packing services are available to you.

Efficient packing can save you hours of hard work and significantly reduce the risk of breakage.

Many removals companies offer professional packing services, providing sturdy boxes, bubble wrap, and specialised crates for delicate or high-value items.

Ask if they can tailor their packing solutions to your move, especially if you have antiques, paintings, or large appliances that require special attention.

Additionally, confirm whether they use high-quality, eco-friendly packaging materials that can be recycled or reused, a consideration that’s becoming increasingly important in 2025.

Some firms even offer partial packing services for specific items you’d prefer them to handle.

You should ensure that you understand any extra costs associated with these services before deciding whether they align with your budget and schedule.

4. How Do You Handle Fragile or Valuable Items?

Ask the company about their handling of valuable and fragile items.

Certain belongings, like heirloom china and glassware or high-value electronics, require specialised care.

Inquire about the methods they use to protect these items, such as custom crates or padding with layers of protective material.

Ask if their staff receives specific training in handling breakables and whether they have experience with items similar to yours.

Reputable removal companies also provide itemised inventories and extra insurance cover for high-value possessions.

If you own musical instruments or specialist equipment, such as a grand piano or artwork, find out if they have the necessary tools and know how to transport these safely.

This attention to detail often distinguishes a top-notch removals company from an average one, making your life much easier during the move.

5. Can You Provide References or Testimonials?

Customer reviews are a great indication of how a removals company is performing.

Nothing beats honest feedback from past customers to give you a reliable insight into a removals company’s reputation.

A trustworthy firm should be happy to share references, direct you to case studies on their website, or provide links to review platforms such as Trustpilot.

Look out for consistent comments about punctuality, professionalism, care of belongings, and how the company handled any issues.

Avoid focusing solely on star ratings; take time to read the full reviews.

Speak directly with a previous customer for genuine, unfiltered feedback if possible.

Positive testimonials are often a reliable sign that a removals company genuinely values client relationships and strives to maintain high standards.

On the other hand, in the unlikely event you encounter problems with your move, a complaint that is well handled and resolved satisfactorily and quickly can also be a positive indicator.

6. What is Your Cancellation and Rescheduling Policy?

Life can be unpredictable, and moving dates regularly shift.

That’s why understanding the cancellation and rescheduling policy is crucial.

Some removals companies may charge a fee if you cancel or change the date within a specific timeframe, while others offer more flexible terms.

Ask if they require a deposit when you book and whether it’s refundable.

If you anticipate any uncertainties, it might be worthwhile to negotiate a clause that gives you some leeway in case you need to adjust your moving day.

Clear cancellation policies also indicate transparency and customer-focused service.

Make sure you have all these details in writing to prevent disputes or confusion closer to your move date.

7. Do You Offer Storage Solutions?

Ask them about the storage options that are available to you if required.

Sometimes, your new property is not ready when you must vacate your old one. In these cases, storage facilities can be a lifesaver.

Ask whether your removals company offers short- or long-term storage options and determine what security measures they use—such as 24-hour CCTV or secure padlocks.

You may also want to inquire if they offer climate-controlled storage, especially if you have temperature-sensitive items like musical instruments or artwork.

Costs can vary considerably, so clarify whether storage fees are included in your quote or if there’s an additional charge.

Confirming these details beforehand ensures your belongings remain safe and easily accessible until you’re ready for them.

8. How Do You Schedule the Move Day?

A well-organised timetable can significantly reduce move-day stress levels.

Inquire about how the removals company plans your moving day from start to finish.

Will they arrive early in the morning or later in the day?

How many team members will be on-site, and how do they coordinate tasks like loading, transportation, and unloading?

Also, ask if they can adapt to unforeseen delays, such as traffic, bad weather, or last-minute issues at your new location.

Understanding their schedule management helps you prepare accordingly, especially if you must make arrangements with other service providers, such as cleaners, baby and pet sitters, or locksmiths.

A clear, detailed schedule is a good sign that your movers are experienced, reliable, and mindful of your timeline.

9. Do You Handle International or Long-Distance Moves?

If you are moving overseas you will need the assistance of a company that can offer these services.

If you’re moving abroad or across the country, you’ll need a removals company with experience in longer-distance relocations.

Inquire about any partnerships they might have with overseas agents or customs brokers for a seamless process.

Ask about their knowledge of tariffs, import regulations, and potential language barriers if you’re heading to a non-English-speaking country.

Remember that you’ll also need to factor in longer transit times and possibly additional insurance coverage.

Confirm whether they offer door-to-door services or if you’ll be responsible for collecting your items once they arrive at a local depot.

Companies well-versed in international moves often have access to shipping containers, consolidated freight options, and specialist tracking systems to keep you informed.

10. How Do You Ensure Environmental Responsibility?

Ask your company what practises they employ to lower their carbon footprint. 

With sustainability taking centre stage these days, many removals companies are adopting eco-friendly practices.

If environmental responsibility is essential to you, ask what they do to reduce their carbon footprint.

Some businesses use fuel-efficient vehicles or offset emissions via tree-planting programs.

Others limit waste by reusing and recycling packing materials like cardboard boxes and padding.

You might also check if they follow green routes or optimise their logistics to minimise mileage.

If you’re interested in going further, see if they collaborate with local recycling centres like Recycle Now or charitable organisations for unwanted items.

Choosing a company that takes environmental responsibilities seriously can make your move greener and more socially responsible.

11. Are There Any Additional Fees?

Many removals companies offer a seemingly low initial quote but hit you with extra charges later.

To avoid this scenario, ask, “What are the potential additional fees?”

Common hidden charges may include surcharges for stairs in a building without a lift, transport to remote locations, or extra labour if your furniture doesn’t fit through the door and needs to be hoisted through a window.

Some firms also impose fees for using packing supplies or for handling large items like pianos.

Having these specifics in writing helps prevent nasty surprises.

A professional removal company will openly discuss potential additional costs with you, ensuring transparency. This will allow you to budget accurately and choose the service that truly meets your requirements.

12. What Support is Available After the Move?

Even after you’ve physically moved, you may still need assistance.

Perhaps you discover damage to an item that wasn’t obvious at first glance, or you realise that your new home layout requires some furniture repositioning.

Ask your removals company how they handle such post-move scenarios.

Do they offer free follow-up visits to move heavier items within your property?

How long do you report damages, and how quickly do they respond to claims?

A supportive aftercare policy protects your belongings and reinforces that the company values your satisfaction beyond the initial service.

This extra reassurance can make all the difference, especially during what can be a stressful life transition.

Using White & Company

Now that you are armed with 12 questions to ask your removals company, it’s time to get going.

Don’t hesitate to consult multiple companies and compare quotes, ensuring you receive the best possible combination of price, quality, and peace of mind.

By asking these twelve critical questions, covering everything from costs and insurance to storage and aftercare, you’ll gain a comprehensive view of each firm’s services.

Equipped with the right information, you’ll be well-prepared to make a confident, informed decision for your upcoming move.

White & Company has been in business for well over 150 years!

Our experience is second to none.

We totally understand the complexities of moving home and the amount of effort and time it takes.

Let us take the worry out of the situation. Simply get in touch today, and we can arrange for one of our friendly surveyors to go over everything with you by phone, in person at your home or via a video call.

Leave it to the professionals, you know it makes sense.

Max Peterson

Max is a seasoned writer and blogger in the real estate and home moving sectors, as well as a knowledgeable source of information for expatriates living and working abroad. His detailed insights have helped thousands of people move and live abroad with greater simplicity and ease.