A rogue removal trader usually gives themselves away in one of five ways: no traceable business details, no written quote or a strange deposit demand, vague insurance, a price far below everyone else followed by extras on the day, and reviews you cannot verify. Each one can be checked in a few minutes, and all of them can be checked before you pay anything.
This guide turns each sign into a practical check: what to ask, what a good answer sounds like and what a bad one sounds like. It finishes with a short pre-deposit checklist and advice on what to do if a move goes wrong.
Why rogue removal traders get away with it
Anyone with a van can advertise as a removal company. Most people only hire one a handful of times in their life, so they have little to compare against and tend to judge on price alone. That is the gap rogue operators work in.
The problems usually appear late. The price jumps on the day because the original figure was never written down. The van does not turn up after a deposit has been paid. Or something is damaged and there is no insurer to claim from. By then you have little leverage, because you have already paid and your belongings may be on the vehicle.
The five checks below are designed to be done at the quote stage, when you still have all the leverage. If you are also comparing firms generally, our guides on how to choose a removal company in Kent and the 10 questions to ask every removal company are useful companions.
Sign 1: No traceable business details
The warning: you only have a mobile number and a free email address. The quote has no business name on it. There is no address or base you can verify, and when you ask where the firm is based, the answer is vague.
The check:
- Ask for the full trading name and the place the business operates from.
- Search that name online. Look for a website, a Google business profile and consistent contact details across them.
- If the firm says it is a limited company, search for it on Companies House. The register is free and public.
- Try them on the phone, by email and by WhatsApp before you book. A real business is usually reachable in more than one way and replies in a sensible time.
A good answer is a clear trading name, a stated base and contact details that match what you find online. A bad answer is evasion, a name that changes between the advert and the quote, or a number that goes unanswered once you have asked for a written price.
One piece of nuance. Sole traders are not always listed on Companies House, so a missing listing on its own is not proof of anything. What matters is whether you can identify who you are dealing with and where they are based. If you cannot, treat that as a reason to walk away.
Sign 2: No written quote, or a deposit that does not make sense
The warning: a price given over the phone with nothing in writing, or a demand for a large payment upfront, or pressure to pay immediately to hold the date.
The check: ask for the quote in writing and read what it actually says. It should state the price, the date, the addresses, what is included and the payment terms.
For comparison, here is how our own terms work. You receive a written, itemised fixed quote, valid for 14 days. A deposit of 10% of the quote value secures the date, and the remaining 90% is paid on the move date. Cancellation is free and the deposit is refunded in full. VAT does not apply, so the price quoted is the price paid. You do not have to use those figures as a rule, but they show the shape of reasonable terms: a modest deposit, the bulk paid when the work is done, and clear cancellation.
On cash: it is not a problem by itself. Plenty of genuine firms accept cash alongside cards and bank transfer. The red flag is cash only with no paperwork and no receipt, because you then have no record of what was agreed or paid. Where you can, pay in a way that leaves a trail, such as a card or bank transfer, and keep the confirmation.
Finally, ask what happens if you cancel or the date changes, and get the answer in writing. A genuine firm will not mind putting it down. A rogue one often will.
Sign 3: Vague or missing insurance
The warning: "we're fully covered" with nothing to back it up. Or cover that turns out to be a small fixed amount per item, which would not go far if a sofa, a wardrobe or a television were damaged.
The check: ask to see the insurance certificate. It should show the insurer, the policy number and the dates the cover runs, and you can check what it actually covers. There are two separate things to ask about:
- Goods in transit cover. This covers your belongings while they are being loaded, moved and unloaded. Ask whether it pays full replacement value or only a capped amount per item. Our guide explains what goods in transit insurance covers in more detail.
- Public liability cover.** This covers damage to property, such as a scratched hallway, a damaged door frame or a neighbour's wall, and injury to other people.
A good answer is a certificate sent to you, with both types of cover explained plainly. A bad answer is a promise, a delay, or a change of subject. Also be wary of a firm that says your own home insurance will cover everything. Home policies often limit or exclude cover for items in transit with a third party, so check yours rather than assuming.
For reference, every removal price we quote includes goods in transit insurance at full replacement value and public liability insurance, along with the van, crew, blankets, and dismantling and reassembly of standard beds and flat pack furniture.
Sign 4: A price far below everyone else, then extras on the day
The warning: one quote that is much lower than the others, with no itemised list of what it includes. The extras then arrive on the day: a charge for stairs, a fee for waiting for parking, a surcharge for a heavy item, or a requirement for cash before the van is unloaded.
The check: compare like for like. Lay your quotes side by side and tick off what each one includes:
- The size of the van and the number of movers.
- Loading, transport and unloading.
- Furniture blankets and protection.
- Dismantling and reassembly of standard beds.
- Goods in transit and public liability insurance.
- Any charges for stairs, parking or heavy items.
It also helps to have a rough sense of the going rate. Our published pricing for local moves within Medway is from £350 to £550 for a 2 bedroom move and from £550 to £850 for a 3 bedroom move. Our guide to what removals typically cost in Kent has the full breakdown. Prices vary between firms and with the size and access of the job, so treat these as a sense check rather than a rule. If a quote lands well outside the normal range, ask the firm to explain exactly what has been left out.
Do not rely on a fixed fraction such as "half the price is a warning sign". A cheaper quote can be legitimate if the job is small or the firm has a quiet day. The real test is whether the firm can explain the price and put it in writing.
Ask this directly: "Is this the final price, and what could change it?" A good answer names specific things, such as extra items not on the list or access that differs from what you described. A bad answer is "it depends on the day", or no clear answer at all.
Sign 5: Reviews you cannot verify
The warning: glowing testimonials on the firm's own website but little or nothing anywhere else, or reviews that look manufactured.
The check:
- Look at the Google reviews on the business profile itself, not just the quotes on its website.
- Look for patterns: lots of reviews posted in a short window, reviewers with no other history, generic wording that could apply to any firm, and no replies from the business.
- Read the lower-rated reviews. Every genuine firm gets the odd poor one. What matters is whether the company replied sensibly and tried to put things right.
- Check that the details in reviews, such as the area, the type of move and the crew, sound specific and real.
You can also ask whether a recent customer would be willing to be contacted, but do not rely on that alone, since any firm can hand over a friend. For context, we have 5 stars from 50+ Google reviews, and you can read them on our profile rather than taking our word for it.
Other warning signs worth knowing
- No survey, video call or inventory. A firm that gives a fixed price without asking what you are moving is guessing, and the guess will be corrected on the day.
- High-pressure tactics. "This price is only valid today" is a sales tactic. A reasonable quote stays valid for a sensible period. Ours is valid for 14 days, subject to availability.
- No questions about access. A genuine firm will ask about stairs, parking, lifts, narrow doorways and large items, because they affect the job. If nobody asks, expect the price to change later.
- Unwillingness to write things down. The crew size, the start time and what is included should all be in the quote. If a firm will not commit them to paper, they are not committing to them at all.
Before you pay a deposit: a quick checklist, and what to do if it goes wrong
The checklist
- You have a written, itemised quote that says what is and is not included.
- You know the business name and contact details, and they match what you find online.
- You have seen the insurance certificate and checked both types of cover.
- You have read the reviews on the business profile, including the poor ones.
- The cancellation terms are in writing.
- The deposit is reasonable and you are paying by a method that leaves a record.
If a move goes wrong
- Photograph any damage as soon as you see it, along with the item and the room.
- Keep everything. That means every message, the quote, the receipt and the booking confirmation.
- Tell the company in writing straight away, by email or message, setting out what happened and what you want done.
- Contact the insurer named on the firm's certificate, and your card provider or bank if you paid by card or transfer, to ask what options you have.
- Get independent advice. Citizens Advice and your local Trading Standards service can explain your options in a dispute.
None of this replaces checking first, but it puts you in a far stronger position if something does go wrong.
Frequently asked questions
How can I check if a removal company is legitimate?
Ask for the full trading name, base and written quote. Search the name online, check Companies House if it is a limited company, ask to see the insurance certificate and read the Google reviews on the business profile. Sole traders may not appear on Companies House, so judge on whether you can clearly identify and reach the business.
Is it a red flag if a removal company asks for a deposit?
No. A modest deposit to secure a date is normal. Be cautious about large upfront payments, pressure to pay immediately or a deposit with no written terms. Our deposit is 10% of the quote value, with the 90% balance due on the move date.
What insurance should a removal company have?
Two types matter: goods in transit insurance for your belongings while they are being moved, and public liability insurance for damage to property or injury to other people. Ask for the certificate and check whether the goods in transit cover pays full replacement value.
What can I do if a removal company holds my belongings or adds charges on moving day?
Stay calm, keep a record of what is said and ask for any new charge in writing. Take photos and keep your quote. Afterwards, contact your card provider or bank if relevant, and get advice from Citizens Advice or Trading Standards. If the quote said the price was fixed, point to it.
Is a very cheap removal quote always a sign of a rogue trader?
No, but it is a reason to check. Compare what each quote includes, ask the firm to explain any gap and ask whether the price is final. A low price with a clear, itemised written quote is very different from a low price with nothing in writing.
You can also see our answers on payment, cancellation and insurance before you decide.
Get a written fixed quote
If you would like a quote you can check against everything above, call 01634 971005 or request a fixed quote at https://www.medwaykentremovals.co.uk/contact. We respond to every enquiry within 60 minutes, 7 days a week.
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