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Questions to Ask Your Removal Company

Zenyx Griffiths

Written by Reviewed by Dave Sayce

15th Mar 2017 (Last updated on 4th Jan 2021) 6 minute read

Before you find the perfect removal company, it’s important to ask the relevant questions to ensure their services are right for you and your requirements. There’s certain information that you need to make sure you select a company that you can trust and who’s within your budget. 

Whether it’s over the phone or during your home removals survey, there are plenty of great opportunities to ask questions to find out more about the company and their plan for your move. Moving house can be stressful and so you want to make sure that you find a professional and reliable removals team who can cater to your specific needs. To help you get started, here's a list of questions to ask your removal company.

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10 Questions to Ask Your Removal Company
  1. 1. When Will They Conduct a Home Removals Survey?
  2. 2. Do They Have Insurance?
  3. 3. Are Their Staff Regularly Trained?
  4. 4. Do They Offer Other Services?
  5. 5. When Do You Pay the Removal Company?
  6. 6. Do They Charge for Waiting Time?
  7. 7. What Size Vehicles Do They Use?
  8. 8. What Are Their Contact Details?
  9. 9. What is Their Cancellation Policy?
  10. 10. What Happens if it Rains?
  11. Save on Your Removals With Compare My Move

1. When Will They Conduct a Home Removals Survey?

The purpose of a home removals survey is to provide you with an accurate quote and for the removals team to inspect the house and prepare for the move in advance. You don’t want to waste your time or money and a home removals survey ensures there’s no confusion and that the job can be conducted successfully. You should not be charged for this visit.

This is where the removals company will start asking you questions like how many items are being relocated, do you need any specific requirements and so on. You should also take this opportunity to ask the obvious questions like when they’re free, how long the move will take and what will happen on moving day. 

2. Do They Have Insurance?

One of the most important questions to ask your removal company is what insurance they have. The removal team is going to be handling your most valuable belongings, so you need to know what their insurance does or doesn’t cover. They often don’t cover valuable items, so you may have to get them covered separately. Don't be afraid to ask for a copy of their insurance policy if they have it in place, most companies will happily let you see it. 

As reassurance, all Compare My Move removal partners have both Goods in transit Insurance and Public Liability Insurance to ensure peace of mind that you and all your items will be protected throughout the entire journey. It’s still important to ask so that you gain a better understanding of what’s covered, but rest assured, you’re always in good hands with a Compare My Move partner.

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3. Are Their Staff Regularly Trained?

Find out if the removal company’s staff are trained and how regularly as this will determine how well your possessions are taken care of. Many companies will regularly train staff so that they keep up with the latest removal techniques and technology. You can also ask if they are in full uniform and whether the team is casual, contractors or are fully employed. Although not true of all cases, casual workers are less inclined to worry about the condition of your belongings and the quality of their work. 

If the removal company is a British Association of Removers (BAR) member then this can provide additional reassurance that their company is reputable. BAR is the voice of the removals industry, so if your chosen company is a member, they will be held to a high standard and are more likely to ensure your possessions are protected.

4. Do They Offer Other Services?

Most removal companies offer other removal services like packing services and storage facilities. Offering a packing service is one of the most common extras that removal companies provide. If your items are professionally packed, it will minimise the risk of damage and save on your removal costs. Let them know in advance if you need it so that they can set aside enough time. Usually, your packing service would be completed the day before your move, so be prepared.

5. When Do You Pay the Removal Company?

Another important question to ask your removal company, is when do you pay and what payment methods do they accept? You should ask whether you’ll be paying on the day or in advance and how you’ll be able to pay. You might want to question them further if they only accept cash as most reputable companies take credit card payments or cheques. You can also further question them about the actual removal costs and any added fees. 

The majority of removal companies will ask for the payment in full in advance, with a minimum waiting time of 7 days before the move. This is standard procedure for the BAR accredited removals companies and means that you will be protected by the advance payment guarantee.

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6. Do They Charge for Waiting Time?

Whilst we’re discussing removal costs, some removal companies will charge you if there are delays. It can be as much as £50 per hour. It’s important to ask in advance whether this will occur, as it’s good to be prepared for unexpected delays. If you are buying and selling properties, there can often be a hold up with the solicitor on moving day and so it’s important to know whether this could affect the move and the overall price.

7. What Size Vehicles Do They Use?

Depending on how much you need to move, the size of their van is important and a great question to ask your removal company. A small van aiming to pack up a 3-bed house is going to take multiple trips and much more time but will be better suited to areas with narrow lanes. They can determine how big the van will need to be when they first survey your house but you should still know the size of their fleet and how many trips they'll need.

8. What Are Their Contact Details?

This may seem like an obvious question to ask your removal company, but you’ll need to have their full address and contact details in case there are any problems and you need to contact them. If they are a legitimate company, it’s likely they will have an office, landline number and a good website as a form of contact.

This information will also allow you to check references and conduct research on the company’s recommendations and previous jobs. It also allows you to visit their location if need be.

Claire Watson, 28th January 2019
"Quick, efficient and friendly service. Everything was moved with care. Great value for money."

9. What is Their Cancellation Policy?

During the sale and purchase of a home, delays can occur which may force you to cancel or postpone the moving date. Understanding a removal company’s policy is important as they may charge for cancellations. This should be stated in their Terms & Conditions but don't be afraid to ask to confirm so that there are no surprise costs if the worst should occur.

10. What Happens if it Rains?

It might seem like an odd question to ask your removal company, but it’s important to know what equipment they have and what conditions they can work under. You’ll be reassured if they have the appropriate covers and equipment needed to protect your belongings from bad weather. 

It’s unlikely that a reputable removal company will cancel a job in the event of bad weather. Only torrential rain will usually affect the success of a relocation. However, it’s always important to ask beforehand so that you gain a better understanding of their removal plan and how they prepare for the job.

Save on Your Removals With Compare My Move

Now that you’re aware of the questions to ask your removal company before hiring them, it’s time to find the perfect team to direct these questions to. Save yourself both time and money by using Compare My Move’s free service today. Simply fill out our quick and easy form to get connected with up to 6 respected removal companies near you.

Zenyx Griffiths

Before Compare My Move, Zenyx once wrote lifestyle and entertainment articles for the online magazine, Society19 as well as news articles for Ffotogallery.

Dave Sayce

Reviewed by Dave Sayce

Co-Founder and Director, Compare My Move

Dave Sayce is the co-founder and director of Compare My Move and has over 10 years of experience in the house removals industry.