Checking a man and van before you book takes about ten minutes. It protects your furniture and your deposit, and if the job includes rubbish, it protects you from a fine for waste you paid someone else to take.
The problems people post about on Reddit and Mumsnet come back to the same few gaps: insurance that did not cover what broke, a price that rose after booking, a deposit that never came back, and rubbish that ended up dumped. Each one can be checked before you pay a penny.
Goods in Transit and Public Liability Insurance
Two kinds of cover matter. Goods in transit insurance usually covers your belongings while they are being loaded, carried and unloaded. Public liability insurance usually covers damage to other people's property and injury during the job, such as a wardrobe through a door frame or a scraped communal hallway.
The HomeOwners Alliance says removal companies commonly carry about £10,000 for any single item and £50,000 in total for loss in transit. A one-van operator may carry less, so ask for the actual figures rather than a yes. Which? suggests asking these questions too.
- Is there a limit per item or per box, and what is it?
- How long after the move do I have to make a claim?
- Are boxes I pack myself covered? Often they are not, especially breakables.
- If I book through a website or app, whose insurance applies, the platform's or the driver's?
The Price for the Whole Job, in Writing
A common complaint is a price that changes after booking. One Manchester poster on r/LegalAdviceUK in August 2026 was told four days before the move that a £225 quote was now £400. Another was rung 48 hours before by the driver a booking platform had assigned, saying the van was too small and the price had gone up.
Ask every firm for the total price for the job as you described it, and what would change it, in a message or email you can keep. Compare totals, not hourly rates, because a low hourly rate with a two-hour minimum, travel time and waiting charges can cost more than a fixed price for a man and van in St Helens.
Deposits and the 14-Day Cooling-Off Rule
Services booked online or by phone usually come with a 14-day right to cancel, according to Citizens Advice on cancelling a service. There is an important exception. The Consumer Contracts Regulations 2013 exclude the transport of goods where the contract is for a specific date, which is exactly what a man and van booking for moving day is.
So for most moves, the cancellation terms you agree with the firm are what count. Before you pay a deposit, ask how much it is, whether any of it is refundable, and up to when. If you cancel, a trader can generally keep enough to cover its real loss, such as a day it can no longer fill, but not a windfall on top.
If Rubbish Is Going in the Van
Anyone who carries other people's waste as a business must register as a waste carrier, and in England the registration number starts with CB. You can check a number on the Environment Agency public register in under a minute.
The system is changing. Regulations made on 22 July 2026 move waste carriers in England into environmental permitting, with existing registrations carrying on through a transition period and the main changes taking effect about a year later. From 2027, expect some firms to quote a permit number rather than a CB number, and check it the same way.
Also ask where the waste is going. A genuine collector can name the site. If the answer is vague, or the price is far below anyone else's, assume the rubbish may be dumped, and remember that you can be fined for waste you paid someone to take. Our rubbish removal takes waste only to licensed sites.
Reviews You Can Trust
Since 6 April 2025, the Digital Markets, Competition and Consumers Act 2024 has banned fake reviews and hidden paid-for reviews, and businesses that publish reviews must take reasonable steps to stop fakes. That has not ended the problem. Detailed reviews that mention a date, an area and what was moved are worth more than a row of one-line five stars, and reviews only on the firm's own website are the hardest to judge.
When Something Goes Wrong
Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. If it is not, ask the firm to put it right first. If that is impossible or would take too long, you can ask for a price reduction. In England you have up to six years to bring a claim about a service.
If the firm will not pay, the small claims process lets you claim online. The court fee depends on the amount, and these were the gov.uk fees in October 2026.
| Amount claimed | Court fee |
|---|---|
| Up to £300 | £35 |
| £300.01 to £500 | £50 |
| £500.01 to £1,000 | £70 |
| £1,000.01 to £1,500 | £80 |
| £1,500.01 to £3,000 | £115 |
Winning is not always the end of it. A poster on r/LegalAdviceUK in October 2026 won a £550 judgment over damaged furniture and then found the firm would not pay, which is why checking insurance before the move is worth more than a claim after it.
A Ten-Minute Checklist
- Goods in transit and public liability cover, with the actual limits.
- The total price for the job in writing, and what would change it.
- Deposit amount and when, if ever, it is refundable.
- A CB number, or from 2027 a permit number, if any rubbish is involved.
- Where the waste will be taken.
- Payment by card or bank transfer with a receipt, never cash with no paperwork.
Facts and charges in this guide were checked against the sources linked above on 20 October 2026. Council charges and rules change, so check the linked page before you rely on a figure. More St Helens moving and clearance guides.