How to Choose a Removal Company in London: What to Ask Before You Book
There are thousands of removal companies operating in London. Most are good. Some are excellent. A small number are unreliable, underinsured, or deliberately misleading with their pricing. Knowing which questions to ask before you book will protect you from a bad experience and help you find a company that will treat your possessions with care.
1. Are You Insured — and for How Much?
This is the most important question. Every legitimate removal company should carry:
- Goods in transit insurance: Covers your belongings while they're being moved. Ask for the coverage limit — it should be at least £10,000, ideally £50,000+ for a family home
- Public liability insurance: Covers damage to your property (walls, floors, door frames) during the move
If a company cannot immediately confirm their insurance details or provide a certificate, do not use them.
2. Can I See Your Reviews?
Ask for their Google Reviews profile, Trustpilot page, or Checkatrade listing. Look at the overall score, the volume of reviews, and how recently reviews were left. Be cautious of companies with a perfect 5.0 score from only a handful of reviews — genuine companies accumulate a mix of scores over time. Read the negative reviews and see how the company responded.
3. What's Included in the Quote?
Get the quote itemised. A trustworthy quote should clearly state:
- Number of men and size of van
- Whether mileage and fuel are included
- Whether Congestion Charge or ULEZ is included
- The minimum hire period and overtime rate
- What happens if the job takes longer than estimated
Any company that gives a verbal price only and refuses to put it in writing is a red flag.
4. Do You Do a Pre-Move Survey?
For larger moves (3-bed+), a reputable company should offer — or insist on — a video call or in-person survey before quoting. This ensures they send the right size van and the right number of crew. A company willing to quote blind for a large family home move without any information about volume is likely to be under-resourced on the day.
5. What Happens If You Damage Something?
Ask directly: "If your team damages my furniture, what is your claims process?" A good company will have a clear, documented claims process. They should not make you feel like this is an awkward question — it is entirely reasonable.
6. Are Your Staff Employed or Subcontracted?
Some removal companies book jobs and then subcontract them to whoever is available. This means the people turning up on your moving day may have no connection to the company you researched. Ask whether the crew will be directly employed staff or subcontractors, and whether the quoted price is guaranteed if they subcontract.
7. What Size Van Will You Send?
A 1-bed flat requires a Transit-sized van. A 3-bed house needs a Luton van (3.5 tonnes). A large 4–5 bed family home may need two Lutons. An underpowered van will mean multiple trips — and significantly higher costs. Confirm the van size against your property description before booking.
8. Do You Provide Packing Materials?
Some companies include boxes and materials in their quote; others charge extra. If you're doing your own packing, ask whether they can deliver boxes in advance. If you want a full packing service, ask for this to be priced separately.
9. What Is Your Cancellation Policy?
Delays in property chains are extremely common. Ask what happens to your deposit if your completion date changes or falls through. A fair policy allows free rescheduling with reasonable notice (usually 48–72 hours). Any company demanding a non-refundable deposit of more than 20–25% of the total cost should be treated with caution.
10. How Long Have You Been Trading?
This is not a dealbreaker, but it is useful context. A company that has been operating for 5+ years in London has survived the competitive market because they deliver a reliable service. New companies can also be excellent, but they carry more risk. Check their company registration on Companies House if you want to verify their history.
Why Clients Choose Metro City moves London
We are fully insured (goods in transit + public liability), have hundreds of verified Google reviews, provide written fixed-price quotes, and our team are directly employed, trained staff. Get your free quote today and see why so many London families trust us with their move.
Frequently Asked Questions
What is the difference between a man and van and a removal company?
A man and van is typically a one-person operation with a single van, suited to small moves. A removal company is a structured business with multiple staff, larger vehicles, insurance, and processes for handling complex moves. For anything bigger than a studio flat, a professional removal company is usually a better choice.
Should I use a BAR-registered removal company?
BAR (British Association of Removers) membership is a good indicator of a reputable company — members must meet minimum insurance and service standards. However, many excellent removal companies are not BAR-registered. Good reviews, clear insurance, and transparent pricing are more important indicators than membership badges.