What to Ask Removal Company: The Essential Checklist for a Stress-Free Move

1. Are you licensed, insured, and experienced for my move?

The first step is verifying that the company is a legitimate professional entity. Anyone can rent a van, but few have the credentials to back it up.

“How long have you been operating in my local area?” Local experience matters, especially in places like South West London where navigating narrow streets and parking restrictions is an art form.

“What insurance cover do you provide as standard?” Most reputable firms provide Goods in Transit and Public Liability insurance. At Promover Team, we provide comprehensive cover, but you should always ask about the “limit per load” to ensure it covers the total value of your belongings.

“Are you a member of a trade body like the BAR (British Association of Removers)?” Membership indicates that the firm adheres to strict professional standards and offers consumer financial protection.

2. Do you offer a pre-move survey and fixed-price quote?

If a company gives you a firm price over the phone without seeing your home, be careful. An accurate quote requires a detailed assessment.

• “Can you provide a free pre-move survey?” Whether in-person or via a 2026 video link, a survey allows the mover to see the volume of goods and any access issues.
• “Is this a fixed-price quote or an estimate?” An estimate can change on moving day. Always insist on a fixed-price quote that outlines exactly what is included.
• “Does the quote include all taxes and surcharges?” Ensure that ULEZ fees, Congestion Charges, and fuel surcharges are already factored in so there are no surprises on your final bill.

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3. What services do you provide, like packing and storage?

Moving day is much easier when you have a “one-stop shop” that can handle more than just transport.

• “Do you offer professional packing services?” Ask if they provide full-pack, fragile-only, or owner-packed options.
• “Do you provide packing materials, and are they eco-friendly?” In 2026, many homeowners prefer sustainable options. Ask if they collect and recycle boxes after the move.
• “Do you have secure storage solutions if my move-in date changes?” Having a company that owns its own storage facility can save you a fortune in “emergency” storage fees if your property chain collapses.
• “Do you handle furniture dismantling and reassembly?” Don’t assume the movers will take apart your wardrobes; ask if it’s included or available as an add-on.

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4. How do you calculate costs and avoid hidden charges?

Hidden fees are the biggest pain point in the removals industry. Use these questions to smoke them out:

• “What are your ‘waiting time’ charges?” If you don’t get your keys until 4:00 PM, some companies charge by the hour while they wait outside. Ask if they offer a “Late Key Waiver” to cap this cost.
• “Is there a surcharge for stairs or long-carries?” If you live in a third-floor flat without a lift, some movers will add a fee on the day if they weren’t warned.
• “What is your cancellation or postponement policy?” Property deals fall through. Know the cut-off point for moving your date without losing your deposit.

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5. Are your team trained, vetted, and reliable on moving day?

Your moving crew will be in your private spaces all day. You need to know who they are.

• “Are the movers permanent employees or agency staff?” Permanent staff are generally better trained and more committed to the company’s reputation.
• “What training do your staff receive for handling antiques or pianos?” If you have specialist items, you need specialists to move them.
• “Will I have a dedicated move manager or foreman on the day?” Having one point of contact prevents confusion and ensures instructions aren’t lost in translation.

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6. What happens if there’s damage, delay, or cancellation?

No one wants to think about things going wrong, but you must know the procedure if they do.

• “What is the process for reporting damage?” Most companies have a time limit (e.g., 7 days) to report any scuffs or breakages.
• “How do you handle complaints or disputes?” A professional company will have a clear, written complaints procedure and likely an ombudsman through their trade association.
• “What happens if your van breaks down on the morning of my move?” Reliable firms like Promover Team have backup vehicles and a large enough fleet to ensure your move happens regardless of mechanical issues.