What to Look for in a Removal Company (and the 5 Questions to Always Ask)
Most people spend more time researching a new fridge than they do the company putting their worldly possessions in the back of a van.
That’s understandable. Moving is stressful and busy. You find someone who looks reasonable, the price seems fair, you book. But a bad removal experience is genuinely horrible, and it’s almost always avoidable if you ask the right questions first.
Here are the five that matter.
1. Are you insured?
This one is non-negotiable. Any reputable removal company carries goods in transit insurance and public liability insurance. The first covers your belongings if something is damaged or lost during the move. The second covers damage to the property, a scuffed doorframe, a broken banister.
Ask directly. A good company will tell you without hesitation, explain what’s covered, and point you to their policy if you ask. Vagueness here is a red flag.
2. What do your reviews actually say?
Not how many stars, but what people say in them.
A 4.8 from twelve reviews tells you something. A 4.9 from 600 reviews tells you quite a lot more. Read a handful, not just the most recent five. Look for patterns: on time, careful with furniture, communicated well, no surprises on the day. Those details are what you’re buying.
At YMWAV we have 3,000+ five-star reviews and a 99% five-star rating across the network. We mention that not to boast, but because it took ten years of doing the job properly to earn it, and we think it matters.
3. What’s included in the price?
This is where surprises tend to come from.
Does the price include fuel? Loading and unloading? What about if you’re on the third floor with no lift? Some companies quote a base rate and add on everything else once they’ve got your stuff in the van. That’s not illegal, but it’s not right either.
Ask for a clear breakdown before you book. What’s in, what costs extra, and under what circumstances the price might change. The answer should be simple and straightforward. If it isn’t, move on.
4. How is the price structured?
Related to the above, but important enough to ask separately.
Hourly rates are actually fairer than most people realise. If the job takes less time than expected, you pay less. You’re not locked into a fixed price built around a worst-case scenario. At YMWAV we work on hourly rates for most jobs, big and small, because it means customers only ever pay for the work that’s actually done.
What matters is that the structure is explained clearly upfront. Ask how the hourly rate works, what it includes, and what happens if the job overruns. You want to understand it before the van arrives, not be surprised at the end.
5. Will I get written confirmation?
Yes should be the only acceptable answer.
A written confirmation sets out what was agreed: the date, both addresses, what’s being moved, what it costs, and what’s included. It protects you and it protects the company. Anyone unwilling to put the job in writing is worth being cautious about.
Email is fine. A booking confirmation with the key details is all you need. But you want something you can point to if anything is unclear on the day.
Why these five questions work
They’re not trick questions. A well-run removal company answers all five instantly and without hesitation. What the questions do is give you a quick way to sense-check anyone you’re considering before you commit.
Insured: yes. Reviews: genuine and plentiful. Pricing: clear and fully itemised. Rate structure: explained upfront with no surprises. Written confirmation: yes. Five straightforward answers. If you get anything other than that on any of them, it’s worth pausing.
At YMWAV, all five are a given. We’ve won 20 industry awards, not because we’re flashy, but because we turn up on time, handle your belongings carefully, and don’t leave you with surprises. That’s the whole job, done properly.
If you’d like a quote from your local branch clear here, it takes two minutes and there’s no obligation.
Your Man With A Van is Britain’s Most Gentlemanly Man With A Van Service, with 65+ branches across the UK and a 99% five-star rating across the network.