Top Questions to Ask your Removals Company Before Moving Day
Moving house is often described as one of the most exciting milestones in a person’s lifetime. But, if you don’t know what to expect from the process, you can inadvertently create a day that is remembered only for the things that went wrong. This is why it is vital to earmark time in the build up to moving day for asking questions of those who will be aiding the move, including your removals company. Ideally, this should be done during the research phase, when you are researching the most suitable removal company for your needs.
Professional
domestic removals
specialists exist to make your move easier and as such, will be happy to answer any queries you have about their process. Here are a few of the questions we are asked most often and recommend prioritising before moving.
What size of vehicle will be used?
The size of the vehicle used will usually be determined based on the volume of belongings that need to be transported and your budget. Other considerations will be taken into account like whether there are narrow or country roads on the journey. Removal companies will sometimes want to assess your house to recommend the right van size. From this, an approximate time for the move can be estimated.
Before your move, you should make sure you know this information. This can give you more opportunity to prepare, including which items might need to be transported in your vehicle. It can also provide you with the opportunity to better plan your day, knowing the rough time it will take to complete the move.
What is loaded first?
Moving items from your home to the removals fan is far more efficient when you know what is going in first. You will be able to place these items closer to the door before moving day so less time is wasted on shuffling things around.
As a rule, removals companies load bigger, more solid items of furniture first. Washing machines, sofas, solid desks, chests of drawers, and tables are often the first in the van. But different companies will have different processes so it’s always best to double check before the day.
Do we need to empty drawers?
Many people find packing easier when they don’t need to empty all the furniture in the house, but your removals company may request that you take items out of drawers so they’re easier to carry. Typically, you only need to empty drawers if they are filled with heavy items like books, but you should check with your movers to be certain.
If they are fine with you leaving lighter items like clothes and bedding in furniture, then you should always ask how they would prefer you secure drawers so they don’t fall out while lifting.
Are there any items you won’t take?
Many removal companies have rules about what they won’t transport like hazardous, flammable, dangerous, or perishable items because of safety regulations and insurance limitations. This is something you need to know ahead of time so you can make other arrangements.
Other common items that removals companies may refuse to transport include:
☑ Perishable food items
☑ Petrol and fuel containers
☑ Paint, paint thinner, and certain chemicals
☑ Car batteries
☑ Firearms or ammunition
☑ Gas cylinders and flammable materials
These policies exist to protect both your belongings and the safety of the removals team during transport. If you are unsure about specific items, particularly those stored in garages, sheds, or workshops, it’s always best to ask directly rather than assume they can be loaded onto the van.
Are there any items you won’t pack?
If you’ve paid for packing services on top of the removal then you will need to know what your removal company won’t pack.
All reputable domestic removals specialists will ask that you hold onto valuable items like jewellery, cash, collectibles, and family heirlooms. For this reason, we recommend that you pack them yourself and label them carefully so they aren’t loaded in the van by mistake.
How do you pack delicate items?
If you have valuable or delicate items then asking how they will be packed can give you greater peace of mind. This could be anything from glass cabinets to paintings and even electronics.
Ask about packing materials and methods.
What happens if any of my belongings are damaged in transit?
Provided you choose an experienced and reputable domestic removals company, damage during transit is relatively uncommon. However, it’s still important to understand what procedures are in place should something unexpected happen.
A professional removals company should be transparent about how damage claims are handled, what level of liability is included within the service, and whether additional protection options are available. You should also ask how quickly issues need to be reported after delivery, as some policies operate within specific timeframes.
How is moving day scheduled?
Many people assume moving day follows a fixed schedule from start to finish, but domestic removals often need to remain flexible around key releases and access arrangements. Experienced domestic removals teams will usually build contingency planning into the day rather than relying on everything running exactly to schedule.
A professional removals company should be able to explain what time the team is expected to arrive, how loading is prioritised, what happens if there are delays, and how communication is handled throughout the day.
Do you have insurance?
Insurance is one of the most important questions to ask any domestic removals company before confirming your booking. A reputable company should have no issue explaining this clearly and providing documentation where appropriate.
You should understand:
☑ What level of cover is included
☑ Whether Goods in Transit insurance applies
☑ If there are exclusions or item limits
☑ Whether additional cover is available if needed
Are your staff regularly trained?
Asking about staff training gives you a better understanding of how professionally the company operates behind the scenes. Well trained teams are generally more efficient and more capable of handling unexpected challenges calmly on moving day.
Do you offer last minute storage?
Storage can become necessary unexpectedly during domestic removals, particularly if completion dates change or access to the new property is delayed.
Even when storage isn’t part of the original plan, it’s useful to know whether your removal company can provide short term or emergency options if circumstances change.
What is your cancellation policy?
Moving dates can change for reasons completely outside your control. Understanding the company’s cancellation or rescheduling policy beforehand helps avoid misunderstandings if plans change later.
You should ask:
☑ How much notice is required?
☑ Are deposits refundable?
☑ Can deposits be transferred to a later date?
☑ Are there any additional charges for changing the moving date?
What is included in the overall cost of removal?
Removal quotes can vary significantly between companies, and the cheapest option is not always the most comprehensive. A transparent quote should clearly explain what is included and identify any potential additional costs so there are no surprises later in the process.
Before agreeing to a quote, ask exactly what is included within the price. For domestic removals, this may cover:
- Packing materials
- Dismantling and reassembly of furniture
- Fuel costs
- Waiting time
- Protective coverings
- Unloading services.
When is this payment needed?
Payment structures vary between domestic removals companies, so this should always be clarified in advance. However, most companies will ask for a deposit and then final payment in the days before the move.
Do you charge for delays?
Delays are one of the most common issues in moving house. Some domestic removals companies include a certain amount of waiting time within their quote, while others may charge additional hourly rates after a set period.
Understanding this beforehand allows you to prepare more realistically for moving day and reduces the likelihood of unexpected costs if timings shift unexpectedly.
Experienced domestic removals companies should be able to explain their process clearly and help you feel more prepared for the day itself. Working with a trusted and transparent team like Matthews Removals gives you the reassurance you need for moving day.
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