Chosing your removals firm

Information provided by Abels Moving Services, the only removals firm holding a Royal Warrant to Her Majesty The Queen.

Deciding which removals firm to use is the most important decision you can make when moving home. After all, you will be entrusting all your worldly possessions to that firm so you need to make the right choice.

When choosing the three or so firms you want to invite to quote, ensure they are members of a recognised trade association. Companies that are members of a trade association will have a set of trading conditions in plain English which have been drafted in conjunction with insurers, lawyers and the Office of Fair Trading. These will also state rights, obligations and responsibilities for both the customer and remover. There are two such trade associations in the UK: The British Association of Removers and The National Guild of Removers and Storers.

The companies you invite to quote will want to visit you to view the items to be moved and discuss your requirements in detail. Do not trust the surveyor that spends little time with you, takes only a few notes and only does a cursory walk around with a head bob into each room.

Ensure that you show the surveyor all the rooms and effects to be moved. Do not forget the loft, cellar, garage, shed, garden and outhouse(s).

Ask who has written the quote. It should be the surveyor who has visited you, seen the effects and discussed your requirements. However, some companies simply provide a standard quotation, probably written by the company accountant, purely based on the size of vehicle and number of man hours.

When the quotes arrive, the next problem is comparing them. It is important that you compare like-for-like, which means that you may need to go back to one or more of the quoting companies for clarification to ensure your decision is properly based. Check the parameters of the contract - is the basis on the actual effects to be moved, or is it by volume, by vehicle, by man hours or what. Other elements to be checked include volume quoted, number and size of vehicles, number of staff, time allowed and need for any subcontractors.

The most common problem is under-estimation of the volume of the effects to be removed. This problem only reveals itself on the day of the move, and can lead to a real nightmare. This could either be the fault of the surveyor by not properly evaluating the contents to be moved, or the customer for not showing the surveyor everything to be moved. Ascertaining what happens to goods which do not go fit the vehicle can give a good insight into the way the job has been costed. If there has been an under-estimate, for whatever reason, what happens if there is more furniture than vehicle? These are called 'shut outs' in the industry: it is important to know the implications, especially if the quote you have opted for is for one vehicle and not by what is actually being moved.

Before signing anything, check the small print. Ensure it is understood because it does impact on the quotations so can give price variations when one company includes costs which others omit.

Agree who will do what prior to move day. Ensure the quotation clearly defines areas of responsibility between the moving company and the customer - for example, stabilising washing machines, disconnecting computers and hifi equipment, packing, getting items down from lofts, disconnecting wall lights and gas hobs and cookers.

Care needs to be taken with part-loads or back-loads - where your effects are part of a whole greater load or will be transferred from one vehicle to another during its journey. This means your move requires something else to happen to ensure it goes according to plan - sort of a chain. Ask what happens if an element of the chain fails.

Check starting and finishing times. Removals can be a long day and not simply 8am - 5pm. Ask what time keys must be available for access into the new home or you could be paying for standing time.

Packing materials are another area of confusion. Check whether the mover has included the cost of all the packing materials, or do they collect cash for all they leave behind on delivery?

Check whether parking arrangement costs are included in the quotation.

Check whether insurance cover is included or additional to the quotation. If it is included, what is the level. Also, ask your mover about its claim history - that will give you an indication of how careful the company has been in the past.

Finally, with your final choice of quotation, check that you fully understand the process the mover is going to go through, to check that the service being offered meets your requirements. Always bear in mind that with removals, you always get exactly what you pay for.

British Association of Removers: www.barmovers.com or tel: 020 8861 3331
National Guild of Removers and Storers: www.ngrs.org.uk or tel: 01494 792279
Abels Moving Services: www.abels.co.uk or tel: 0800 626769