Moving home is consistently ranked among life’s most stressful experiences, and choosing the wrong removal company can transform what should be an exciting new chapter into an expensive nightmare.
If you’re relocating across Oxfordshire or moving from London to Edinburgh, the removal company you select will directly impact your moving day experience, your budget, and the safety of your belongings.
At SO Storage, we believe transparency begins before you even book.
A reputable removal company should welcome your questions, not dodge them. If a company seems evasive or pressures you to commit before answering basic queries about insurance or pricing, consider that your first red flag.
Here are some essential questions every homeowner should ask before booking a removal company, helping you separate the professionals from the pretenders.
1. Do They Have Insurance?
One of the most important questions to ask your removal company is whether they are insured. You should never use a company that operates without removals insurance.
Every legitimate removal company in the UK should carry goods in transit insurance, but the devil lives in the details.
2. What insurance coverage does the removal company provide?
Ask to see written proof of their insurance certificate and check the policy carefully. Some basic policies only cover catastrophic events like vehicle accidents, not damage caused during loading or unloading.
Don’t be afraid to ask for a copy of their insurance policy. Most companies will happily let you see it. Understanding exactly what’s protected and what isn’t will help you decide whether their standard cover is sufficient.
3. Do you need additional insurance for valuables?
If you have particularly valuable items, you should ask how much their insurance covers. In cases of high-value items such as pianos, artwork, antiques, jewellery or electronics, you may need to consider additional removals insurance.
Be completely honest about what you’re moving. If you undervalue your belongings to save on insurance premiums, you’ll only be shortchanging yourself if disaster strikes.
At SO Storage, we offer comprehensive protection options tailored to your specific needs.
4. How does the claims process work?
Insurance is only as good as the company’s willingness to honour it.
- Ask exactly how their claims process works before you book.
- How quickly must you report damage?
- What documentation do they require?
Request a copy of their complaints and claims procedure in writing. Professional removal companies understand that accidents occasionally happen despite best efforts, and they’ll have clear procedures in place to resolve issues quickly.
5. Is Your Quote Fixed or Hourly?
Removal companies typically price their services in one of two ways: a fixed quote based on the volume and distance of your move, or an hourly rate that depends on how long the job takes.
Fixed quotes provide budget certainty and peace of mind. You know exactly what you’ll pay regardless of whether the team takes four hours or six. However, fixed quotes require the removal company to accurately assess your move, usually through a home survey.
Hourly rates can seem more flexible, but they carry risks. Traffic delays, difficulty parking, or a slower-than-expected packing process can all inflate your costs. If a company offers an hourly rate, ask for their realistic estimate of how long your move should take.
6. What’s Included in the Price?
Always check that there are no unexpected fees at the end of the moving process. Does the price include
- Packing materials
- Dismantling furniture
- Mileage
- Fuel,
- VAT
Will they reassemble beds and wardrobes at your new property?
Some companies quote attractively low rates but then charge separately for boxes, bubble wrap, wardrobe cartons, and protective covers. Ask the company if they can provide a breakdown of what is and is not included in their quote.
7. Are there hidden or extra charges?
Ask specifically about potential additional costs. Will you be charged extra if the removal team has to wait for keys?
What if there are parking restrictions and they need permits?
Do stairs, long carries, or lifts incur surcharges?
Professional removal companies will be upfront about these potential extras during the quoting process. If a quote seems vague about additional charges, push for specifics in writing.
8. Will They Conduct a Pre-Move Survey?
The purpose of a home removal survey is to provide an accurate quote. It also allows the removals team to inspect the house, so that they can prepare for the move in advance.
The survey involves an inspection of the items being moved and access to and within the home. They will also consider any specific requirements you may have. You should not be charged for this visit.
Companies offering instant online quotes based on the number of bedrooms alone are essentially guessing. A three-bedroom house could contain anywhere from 300 to 700 cubic feet of belongings, depending on how much you’ve accumulated.
The most accurate quotes come from companies that conduct a thorough pre-move survey, either in person or via video call.
9. When is Payment Expected?
Understand exactly when payment is due. Ask your removal company whether payment is due in advance or on moving day, and confirm which payment methods they accept.
Most reputable companies require a deposit to secure your booking, typically 10-25% of the total cost. The balance is usually due on completion or shortly after.
Be wary of companies demanding large upfront payments or full payment well in advance of your move. Similarly, cash-only operations should raise immediate concerns.
10. What’s Included in the Removals Service?
The term “removal service” can mean vastly different things depending on who you’re hiring. Clarifying exactly what service you’re receiving prevents mismatched expectations.
Does the team simply load, transport, and unload your boxes, or do they provide a full packing service where they carefully wrap and box everything for you?
Will they dismantle your bed and wardrobes, or do you need to do that beforehand?
At SO Storage, our professional removals services can be tailored to your requirements, whether you want a comprehensive door-to-door service or prefer to handle the packing yourself.
11. Who Will Handle Your Move?
You have every right to know who will be entering your home and handling your belongings. Ask whether the team are direct employees or subcontractors.
Highly-trained staff is a sign of a professional and reliable company. Many companies regularly train staff to ensure they are up-to-date with the latest removal techniques. It is also worth checking that their staff are trained and experienced in your move size and type.
How many people will be on your removal team?
An adequately staffed move is safer and more efficient. A two-bedroom flat might only require two movers, whilst a four-bedroom house typically needs three or four.
12. What Size Vehicle Will They Use?
Depending on how much you need to move, the size of their removal van is important. A small van aiming to pack up a 3-bed house is going to take multiple trips and much more time.
Professional removal companies use purpose-built vehicles equipped with proper restraint systems, furniture blankets, and trolleys. The vehicle size should be appropriate for your move.
Removal companies can determine how big the van will need to be when they first survey your house. Regardless, they should know the size of their fleet and how many trips they’ll need.
Ask what happens if their vehicle breaks down on moving day. Do they have contingency plans and backup vehicles available?
13. How Long Will the Move Take?
Whilst no removal company can predict exact timings, experienced professionals should provide realistic estimates based on your property size, volume of goods, and distance between properties.
A local move for a two-bedroom flat typically takes 4 – 6 hours, whilst a four-bedroom house might require a full day or more.
14. Are There Any Items They Won’t Take?
Before the move, you should check if there are items that the removal company won’t transport. Every removal company maintains a list of prohibited items that it cannot legally or safely transport.
This typically includes hazardous materials like paint, cleaning chemicals, gas bottles, ammunition, and flammable liquids. Perishable food and plants are usually excluded as well.
If you have unusual items such as a grand piano, hot tub, motorcycle, or gun safe, ask specifically whether they have the equipment and expertise to move these safely. Specialist items often require additional insurance and handling.
15. What Happens If There’s a Delay or Change in Move Date?
During the sale and purchase of a home, delays can occur, which may force you to cancel or postpone the moving date. House sales fall through. Completion dates shift. Life happens.
Understanding a moving company’s policy is important, as they may charge for cancellations. This should be stated in their Terms & Conditions. What notice period do they require for changes? Is there a rescheduling fee?
16. What Other Services Do They Offer?
Most removal companies provide a range of extra services beyond standard loading and transport. Full-service removal companies offer additional services that can transform your moving experience from exhausting to manageable.
17. Do they offer professional packing services?
Professional packing might seem like an extravagance, but for busy families, elderly clients, or anyone moving valuable or fragile items, it’s often worth every penny. Packing services are usually carried out the day before your move, giving you extra peace of mind that everything is safe and ready to go.
Professional packing also typically extends your insurance coverage. If you pack items yourself and they’re damaged in transit, some policies won’t cover the loss.
18. What packing materials do they use and supply?
If you’re packing yourself, ask whether the company supplies materials and at what cost. Quality matters here. Sturdy double-walled boxes, proper bubble wrap, and specialist containers for wardrobe items, mirrors, and artwork make a substantial difference.
Some companies include a basic materials package with every move, whilst others charge separately. Factor these costs into your budget comparisons.
19. Do they provide storage solutions?
Moves don’t always align perfectly. You might need to vacate your current property before your new one is ready, or perhaps you’re downsizing and need time to decide what to keep.
If you need storage, let your removal company know as early as possible so they can plan ahead. At SO Storage, we specialise in flexible storage options alongside our removals services, providing a seamless solution when your moving dates don’t quite match up.
20. What Happens During Poor Weather?
It’s important to know how they prepare for working in bad weather conditions. This includes what equipment they have access to and what conditions they can work under.
Professional removal companies use protective covers and take precautions to keep items dry. It’s unlikely that a reputable company will cancel a job in the event of bad weather. Only torrential rain or a severe storm will usually affect the success of a relocation.
However, it’s always important to ask beforehand what their procedure is in these cases.
Why Choose So Storage for Your Move
At SO Storage, transparency isn’t a marketing buzzword; it’s how we operate every single day. Our experienced team understands that moving house ranks among life’s most stressful events, which is why we’ve built our reputation on making the process as smooth and straightforward as possible.
We welcome every question on this list and more because we know that informed customers become satisfied customers. Our comprehensive protection options, flexible removals and storage packages, and commitment to fixed, transparent pricing mean you’ll never face unwelcome surprises on moving day.
Whether you’re moving a studio flat across Oxford or relocating a five-bedroom family home to Scotland, our team brings the same professionalism, care, and attention to detail that’s earned us the trust of countless families and businesses across the region.
Ready to Move? Get Your Free Quote Today
Moving soon? Let SO Storage handle the heavy lifting. Our experienced removals team ensures a smooth, secure move every time. Request your free, no-obligation quote through our removals page or call us on 01865 880874 today. Because when it comes to something as important as moving your home, you deserve a partner who puts your peace of mind first.
