Questions to Ask a Removal Company Before You Book
By Ecoplus Team · · 4 min read
Choosing a removal company is a lot easier when you know what to ask. The right questions bring out the details that matter, from insurance to what happens if something goes wrong, before you have agreed to anything. Use this list when you compare quotes.
About the quote
- Is this a fixed price or an estimate? A fixed price should stay the same on the day unless the job changes. An estimate can change, so ask what could affect it.
- What exactly is included? Check loading, unloading, transport, protective wrapping and any dismantling or reassembly.
- Are there extra charges? Ask about parking, fuel, mileage, congestion charges, stairs and any charge for waiting time.
- Did you base this quote on a visit, a video call or only on what I told you? A visit or video call usually leads to a more accurate quote.
- How long is the quote valid for?
About insurance and protection
- Are you insured, and for what? Ask whether the company has goods in transit insurance and public liability insurance, and what each covers.
- What is covered if something is damaged? Ask how claims work, whether there is an excess and how long you have to report a problem.
- Is anything excluded? Items such as very high value goods, and items you pack yourself, are often treated differently, so check.
- Can I see proof of the insurance?
About the move itself
- How many people and what size of vehicle will you send? This should match what you have told them about the property and the access.
- Who will actually do the move? Ask whether the crew are employees or subcontractors.
- Can you give me an arrival window and a contact number for the day?
- Will you protect floors, doorways and banisters?
- What happens if the move runs late or if we cannot get into the new property on time? Ask whether they can store items or what the charge would be to wait.
About packing and extras
- Is packing included, and are packing materials supplied? If you pack yourself, ask whether the company will cover those boxes.
- Can you dismantle and rebuild my furniture?
- Do you move items such as pianos, large TVs or garden furniture?
About booking and changes
- How do I confirm the booking, and is a deposit needed? Ask when the deposit is due and whether it is refundable.
- What if I need to change the date or cancel? Ask about the notice they need and what charges apply.
- Will I get everything in writing? The quote, the date, what is included and the terms should all be written down.
Signs to be careful
- A price that is far lower than the rest, with no explanation.
- No written quote or terms.
- Pressure to pay a large deposit in cash or straight away.
- Vague answers about insurance.
- A company with no address or a number that is hard to reach.
What good answers look like
A good company answers clearly and without hurrying you, puts things in writing and is happy for you to compare other quotes. If a question makes them defensive, treat that as useful information.
Getting quotes to compare
Compare quotes on what is included as well as the price. You can get free removal quotes through Ecoplus, from verified, insured companies, and use these questions to compare them side by side. Our guide to comparing removal quotes goes through the process in more detail, and our moving house checklist shows what to do and when.
Frequently asked questions
How many quotes should I get?
Three is a good number to start with. It gives you a feel for what is typical, and makes it easy to spot a quote that is much higher or lower than the others. Compare what is included, not just the total.
Does a cheaper quote mean a worse company?
Not always, but it is worth checking why it is cheaper. It may cover fewer people, leave out packing or insurance, or be an estimate that can change on the day. Ask for the details.
Should I ask for a visit before the move?
For larger moves, yes. A visit or a video call lets the company see what you have and the access at both addresses, which usually makes the quote more accurate.
What should be in writing?
The date and arrival window, what is included, the price and how it may change, the insurance cover, and the cancellation terms. If a company is reluctant to put this in writing, be careful.