Most removals quotes look much the same when they land in your inbox. A date, a price, a list of what’s included. The differences only show up later, usually when something on the move doesn’t go to plan.
So it’s worth asking a few questions before you pay a deposit. Not dozens. Six good ones and the way a firm answers them, will tell you most of what you need to know about how a firm works and the answers are much easier to compare than the quotes.
1. Will you come and see what we’re moving?
A removals quote is only as good as the information behind it. If a firm prices your move from a quick phone call, it’s guessing at the volume, the access and how long the job will take. And if the guess is wrong, you find out on the day, when the van is too small or the crew is one person short.
A proper survey, usually a home visit, lets the firm see the loft you’d forgotten about, the narrow stairs and the wardrobe that only comes apart one way. It’s also your chance to point out anything awkward at the new property. (If you’re worried about a big piece fitting, we’ve written about how to check before you move.)
We come out to see you before we quote, because it’s the only way to give you a price we’re happy to stand behind.
2. Is that a fixed price, and what would change it?
Some quotes are fixed. Others are estimates, which means the final bill can go up if the job takes longer or there’s more to move than expected.
Neither is wrong, but you need to know which one you’ve got. Ask directly, and then ask what would make the price change. A good firm will give you a straight list: extra items added after the survey, a change of address, parking that turns out to be a long carry away, waiting time if the keys are late. If they can’t tell you, that’s worth noting.
It’s also worth checking what’s actually in the price. Packing materials, dismantling, insurance and storage are all things that some firms include and others charge for separately. We go through this in more detail in what a professional removals quote actually covers.
3. Who will actually turn up on the day?
It’s an easy one to forget, because the answer seems obvious. It isn’t always.
Some removals firms take the booking and then pass the job to another company or bring in agency staff for busy days. That isn’t always a problem, but it does mean the people carrying your things may not be the people you spoke to and may not work to the same standards.
So ask: is it your own crew and your own vehicles? How many people will there be? Will anyone who came to do the survey be there on the day?
Our moves are carried out by our own team, in our own vehicles, from start to finish. Nobody you haven’t heard of turns up at your door.
4. What happens if our completion date moves?
If you’re buying or selling, there’s a fair chance your date will shift at least once. Chains are like that. Completion can move by a week or the keys can arrive at four in the afternoon instead of midday and your removals company needs to cope with both.
Ask a few things here:
- How much notice do you need to move the date and is there a charge?
- What happens if we cancel and how much of the deposit would we get back?
- If the keys are late on the day, do you charge for waiting time?
- If we can’t get into the new house at all, can our things stay on the van overnight or go into storage?
Get the answers in writing. A firm that uses proper terms and conditions will already have them written down, so this shouldn’t be an awkward request.
If you’re in a chain, our guide to moving house when you’re in a chain covers the waiting in more depth. And if there’s a gap between moving out and moving in, short-term storage can take the pressure off.
5. How is my deposit protected?
Most removals firms ask for a deposit and some ask for the full amount up front. That’s normal. What you want to know is what happens to that money if the firm can’t do the job, for example if it goes out of business before your move.
Members of the British Association of Removers (BAR) can offer the BAR Advance Payment Guarantee. If a member firm fails, the scheme will either arrange for your move to go ahead or refund what you paid in advance. There are conditions. It covers household moves for private customers and payments made directly to the firm by debit card, bank transfer, cheque or cash. Credit card payments aren’t included, because your card provider gives you a separate route.
BAR membership comes with other protections too. Members follow a code of practice that is audited by the Chartered Trading Standards Institute and if something goes wrong and you can’t resolve it with the firm, the Furniture & Home Improvement Ombudsman can step in.
Don’t just take a logo on a website at face value. Ask for the membership number and check it with BAR. Spire Removals is a BAR member, and we’re happy to give you the details.
6. What does your insurance cover and what doesn’t it?
“Fully insured” sounds reassuring, but it can mean very different things.
Without extra cover, a removals firm’s liability for damage can be limited to a small amount per item or box. Some firms include proper goods in transit insurance as standard and others offer it as an extra. Either way, these are the questions that tell you where you stand:
- What’s the limit per item and for the whole move?
- Is there an excess to pay if you claim?
- Are boxes I pack myself covered the same way as boxes your team packs?
- Are high-value items, like artwork or jewellery, covered or do I need to declare them?
- How long do I have to report damage after the move?
The point about boxes you pack yourself catches a lot of people out. Insurers often treat owner-packed boxes differently because it’s hard to tell whether damage was caused by the packing or the handling. If you’ve got fragile things you care about, it can be worth having the crew pack those, even if you do the rest.
It’s also worth checking your own home insurance. Some contents policies cover your things in transit and some don’t and claiming on your home policy may affect your premium.
What a good firm will ask you back
The questions go both ways. A firm that’s going to do a good job will want to know a lot about your move before it gives you a price: access at both properties, parking, anything heavy or valuable, whether you need packing or storage and how firm your dates are.
If a firm asks you very little, it’s probably planning very little. We’ve written more about this in how to spot a removals firm that actually listens.
Ready to ask us?
We’d be glad to answer all six. If you’re planning a move in Salisbury, Wiltshire or further afield, have a look at our domestic removals service and get in touch for a bespoke, no-obligation quote.
