Choosing a removal company is one of the more consequential decisions you make during a move. Get it right, and moving day runs smoothly. Get it wrong, and you are dealing with damaged furniture, a no-show van, or a bill that bears little resemblance to the original quote.
After more than 14 years of handling home and office moves across London, we have seen what goes wrong when people rush into this decision. This guide covers what to look for, what to ask, and what the answers should tell you.
Start earlier than you think you need to
Most people contact removal companies too late. If you are moving on a specific date, particularly a Friday or the last working day of the month, good firms book up weeks in advance. For a surveyed, fixed-price move, the process from first contact to a confirmed booking typically takes longer than people expect, especially if the company wants to conduct a home survey before quoting.
A reasonable rule of thumb: start making enquiries at least four to six weeks before your intended moving date. For larger properties or office moves, eight weeks is not excessive.
Understand the difference between a fixed price and an hourly rate
Not all removal quotes work the same way, and this matters more than almost anything else on the list.
A fixed-price quote is based on a survey of your property, either in person or via a video walkthrough. The price covers the full move regardless of how long it takes. If the job runs over, that is the company's problem, not yours. This is how Best London Removals quotes for home and office moves.
An hourly rate, which is standard for man and van services, means the clock runs from when the van arrives until the job is done. There is nothing wrong with hourly pricing for smaller moves, but you need to go in with a realistic estimate of how long things will take, including loading, travel, and unloading. Hidden time is the most common source of bill shock.
When comparing quotes, make sure you are comparing the same thing. A low fixed price and a low hourly rate are not equivalent.
Check membership of a recognised trade body
Membership of the National Guild of Removers and Storers (NGRS) or the British Association of Removers (BAR) is not just a badge. Both organisations require members to meet standards covering staff training, vehicle insurance, and complaints procedures. If something goes wrong, you have a formal route to resolution that you do not have with an unaffiliated company.
Best London Removals has been an NGRS Super Elite Plus Remover for many years, which reflects consistent performance across customer feedback and operational standards, not just a one-off application.
If a company claims membership, it takes thirty seconds to verify on the NGRS or BAR website. Do it.
Ask the right questions before you commit
A reputable company will not be bothered by direct questions. Some worth asking:
- Is your quote fixed or hourly, and what does it include? Does it cover a packing service if you need one?
- Will you carry out a survey before confirming the price?
- What insurance do you carry for goods in transit, and what is the claims process?
- Do you use your own employed staff, or do you subcontract?
- Are your vehicles owned by the company?
- What happens if something is damaged on the day?
The answers matter less than how the company responds. Vague answers about insurance, reluctance to commit anything in writing, or pressure to book quickly without a survey are all reasons to keep looking.
Read reviews carefully, not just the star rating
A five-star average tells you very little on its own. Read the actual reviews, particularly the recent ones, and look for specifics. Reviews that mention the crew by name, describe the property type, or reference a particular challenge (a piano, a narrow staircase, a long carry) are more useful than generic praise.
Also look at how the company responds to any negative reviews. A measured, professional response to a complaint tells you more about how a business operates than a hundred five-star reviews.
Be cautious about the lowest quote
This is not about spending more than you need to. It is about understanding why a quote is significantly lower than others you have received.
Some firms quote low and make up the difference with additional charges on the day, for packing materials, fuel, waiting time, or access difficulties that were always going to be present. Others cut costs on insurance, training, or vehicle maintenance in ways that only become apparent when something goes wrong.
If a quote is noticeably cheaper than the others, ask what it excludes before assuming it is a better deal.
For London moves specifically
London adds its own complications that not every removal company handles well. Parking restrictions, congestion, permit zones, and building management requirements in blocks of flats are all things that experienced London movers deal with as a matter of routine.
Ask whether the company is familiar with your specific area, whether they handle parking suspension applications if needed, and whether they have experience with the type of property you are moving from and to. A company that mostly works in the suburbs may not be well set up for a high-rise flat in zone 2, and vice versa.
If you would like to talk through your move with us, you are welcome to call us on 0800 080 7476 or request a quote online. We carry out video or in-person surveys for all fixed-price moves and are happy to answer any of the questions above before you decide.
