Questions to Ask Before You Book a Removals Company

A UK-friendly checklist of questions to ask removals firms (local, long-distance and international) to avoid hidden extras, delays and moving-day stress.

In the UK, most moving-day horror stories come down to the same thing: assumptions. A quote that sounded “all in” turns out to exclude stairs, parking restrictions, waiting time, or packing materials. The fix is simple — ask better questions early and get the answers in writing.

Before you accept a removals quote

1) Will you do a home survey (or video survey)?

A proper survey is how reputable removals firms avoid “guess quotes”. It’s also where you flag the realities that affect time and cost: narrow stairs, tight doorways, no lift, long carries, or awkward items (sofas that won’t pivot, American fridge freezers, pianos).

If they won’t survey and won’t ask detailed questions, treat the quote as a placeholder — not a promise.

2) What exactly is included in the price?

Ask them to list what’s included, in plain English:

• Number of movers and vehicle size
• Loading, transport, and unloading
• Basic protection (blankets, straps, floor runners)
• Furniture dismantling/reassembly (what items?)
• Travel time and fuel (especially if you’re going out of town)

3) What “extras” could be added on the day?

In the UK, common add-ons include:

• Stairs / multiple flights / no lift
• Long carry distance from van to door (or parking far away)
• Waiting time (keys not ready, lift booking missed, access delayed)
• Heavy items (piano, safe, large appliances)
• Packing materials (boxes, wrap) and packing service
• Dismantling items not previously declared

Ask for the actual figures (e.g., “£X per extra flight”, “£X per 30 minutes waiting”), not just “there may be charges”.

4) Parking & access: what do you need from me?

Parking can make or break a UK move. Ask:

• Do you need a parking suspension / bay reservation from the council?
• How much space do you require (and what vehicle length)?
• Will you handle permits, or should I arrange them?
• Any added charges if the crew has to carry items further due to parking?

If you’re in a busy city, also mention delivery restrictions, narrow roads, and any timed access (e.g., concierge rules).

5) Congestion/ULEZ/tolls: are they included?

If your route goes through London or other toll areas, ask if congestion/ULEZ charges or tolls are included, and how they are calculated. It’s a small question that prevents a last-minute “admin fee” surprise.

6) Are you fully insured — and what does that mean for me?

Ask for the basics, in writing:

• What protection is included by default (and any excess/deductible)?
• Does cover differ for owner-packed vs professionally packed boxes?
• How do you report damage and what’s the time limit?
• Do you repair/replace, or pay cash settlement?

Also ask what they consider “non-removals risk” (e.g., pre-existing damage, flatpack furniture weakness, fragile self-packed items).

7) Who will actually show up on the day?

Clarify whether it’s their own crew or subcontractors, and whether the team size can change. A low quote with too few people can turn into a long (and expensive) day.

8) What’s your cancellation / rescheduling policy?

UK moves often hinge on exchange/completion timing and key release. Ask what happens if your date changes, how much notice is needed, and whether deposits are refundable.

Questions for long-distance moves within the UK

Longer trips add complexity: rest breaks, driver hours, traffic delays, and sometimes overnight staging. You’re not being “difficult” by asking for details — you’re protecting your move.

1) Is the quote fixed-price or hourly?

If it’s fixed-price, confirm what assumptions it’s based on (crew size, access, volume). If it’s hourly, confirm when the clock starts/stops and whether travel time is billed.

2) What’s the delivery plan and time window?

Ask:

• Earliest and latest expected arrival
• Who calls you on the day (and how far in advance)
• What happens if you’re delayed collecting keys

3) Do you offer storage if completion dates don’t line up?

If you might need storage, ask what type it is and how it’s billed:

• Containerised vs warehouse “loose” storage
• Minimum storage period
• Redelivery fees and booking lead time

International moves: the extra questions

International removals are a different beast: more paperwork, more handling points, and longer delivery windows. The best firms will walk you through the process without hand-waving.

1) Who is the carrier — and who handles customs?

Ask directly:

• Do you manage the shipment end-to-end or use a partner abroad?
• Who is the point of contact once it leaves the UK?
• What documents will you need from me (passport copy, inventory, proof of address, etc.)?

2) Is it shared container or sole-use?

Shared loads can be cheaper but may increase delivery windows. Confirm which option you’re getting and how timelines work.

3) What can’t be shipped — and what needs special handling?

Ask for a clear restricted/prohibited list and guidance on batteries, aerosols, alcohol, food items, and valuables. It’s far better to know now than have items removed at collection.

Tip: When you compare quotes, compare scope — crew size, access assumptions, protection, and the “extras” list — not just the headline number.