Every year the Citizens Advice consumer service takes thousands of complaints about removals firms that quoted low, arrived late, and demanded double the money on the day. Almost all of them showed at least three of these ten warning signs at the quote stage. Screen every mover against this list before you pay a penny.
1. The quote is hourly, not fixed
An hourly rate always sounds cheaper on paper. It never is on the day. A proper removals firm surveys your job (in person, on video, or via a detailed form), commits to a fixed written price, and honours it regardless of traffic, weather, or how long the crew actually takes. If a firm refuses to put a total figure in writing, walk away.
2. No physical address on the website
A limited company must show its registered office. A trader operating without a searchable Companies House record, without a real depot, and without local branch pages is almost always a booking-broker subcontracting your move to whoever bids lowest. See our list of Apex branches for what a real depot network looks like.
3. Cash deposit demanded upfront
Reputable movers accept bank transfer and card. A demand for cash — especially a large cash deposit weeks before move day — is the single strongest predictor of a scam.
4. No proof of insurance
Every legitimate British removals firm carries £2 million public liability plus goods-in-transit cover (Apex carries £50,000 as standard). Ask for the certificate. A real one arrives in your inbox within minutes.
5. Reviews that all sound the same
Fake Trustpilot and Google reviews cluster: same length, same phrases, same star pattern, posted in bursts. Real feedback varies wildly. Read the 3-star reviews as well as the 5-star ones — they tell you the truth about how a firm handles problems.
6. Extraordinarily low quote
If one of three quotes is 40% cheaper than the others, it isn't a bargain — it's a bait price. The firm plans to pad the invoice on the day with "extra stairs", "difficult access", "unexpected volume", and fuel surcharges.
7. Vague or missing van details
A real removals firm knows exactly which lorry — 7.5 tonne, 12 tonne or 18 tonne — is coming to your address and how many crew are on it. Vague answers mean subcontracting.
8. Pressure to book on the call
"This price is only good today" is high-pressure sales, not customer service. A confident firm sends the quote in writing and gives you time to compare.
9. No packing materials or wardrobe cartons
A pro crew arrives with double-walled cartons, wardrobe boxes, dish barrels, tissue paper, bubble wrap, mattress covers, TV boxes and floor protection. A van with a few used boxes and some blue rope is a man-with-a-van pretending to be a removals firm.
10. No named coordinator
Every Apex move is planned by a named coordinator you can reach by phone, and packed by a named crew leader. If your booking is anonymous — "the office" or "the team" — nobody owns your move.
What a legitimate quote looks like
Fixed price in writing. Named coordinator. Company registration number. Insurance certificate attached. Named crew leader before the day. Written cancellation policy. Bank or card payment only. That's the baseline. Everything below it is risk.
Related reading
Frequently asked questions
- How do I check a removal company is real?
- Search their name at Companies House for a live registration and a real registered office. Cross-check the phone number on their website against their Google Business profile. Ask for a copy of their public liability and goods-in-transit insurance certificate — a real firm sends it within minutes.
- Should I ever pay a removal company in cash?
- No. Reputable firms take bank transfer or card. A cash-only demand, especially for an upfront deposit, is the single strongest signal of a rogue trader.
- Is the cheapest removal quote always a bad idea?
- Not always, but a quote that is 30–40% below the rest is a bait price the firm plans to inflate on the day. Choose the middle quote from three fixed-price written offers.
Planning a move? Get a fixed price today.
Twenty years of British families trusted. One honest number, in writing, before we lift a box.