Most man and van operators are honest people running legitimate businesses. But like any industry, there are rogue operators who take advantage of customers—particularly during the stress of moving when people are vulnerable and time-pressured.
Knowing the warning signs helps you avoid a bad experience. This guide covers the red flags that suggest a man and van service might not be trustworthy, and the checks you can do before booking.
The Most Common Warning Signs
Quotes That Seem Too Good to Be True
If one quote is dramatically lower than all the others, ask yourself why. Legitimate operators have similar costs—fuel, insurance, vehicle maintenance, time. A quote that’s 40% cheaper than everyone else usually means something’s been cut. That might be insurance, it might be corners on service quality, or it might be that the quote will mysteriously increase on moving day.
Rogue operators often use low initial quotes to win bookings, then demand more money once your belongings are loaded in their van and you have no leverage. This “bait and switch” tactic is one of the most common complaints.
Demanding Large Upfront Payments
A small deposit to secure a booking is normal—typically 10-20% of the estimated cost. But operators demanding 50% or more upfront, or insisting on full payment before the job starts, are a concern.
Cash-only demands are another red flag. Legitimate businesses accept card payments, which provide you with transaction records and potential chargeback protection if things go wrong. An operator who insists on cash, particularly large amounts, may be trying to avoid leaving a paper trail.
No Written Quote or Contract
Any legitimate operator should provide written confirmation of what they’ll do, when, and for how much. This doesn’t need to be a complex legal document—an email confirming the details is fine. But if an operator refuses to put anything in writing, or only gives verbal quotes, you have no evidence if disputes arise later.
Watch for vague pricing too. “Around £200-300” or “depends on the day” isn’t a quote—it’s an invitation for the price to land wherever the operator wants it.
No Verifiable Online Presence
In 2025, almost every legitimate business has some online footprint. A website, Google Business listing, social media presence, or reviews on platforms like Trustpilot or Google. If you can’t find any trace of a company online, that’s concerning.
This doesn’t mean every operator needs a sophisticated website. Many good sole traders operate mainly through word of mouth. But a complete absence of any online presence—no reviews anywhere, no social profiles, nothing—suggests either a very new business with no track record, or someone deliberately avoiding leaving traces.
Refusing to Discuss Insurance
Ask about insurance. A legitimate operator will be happy to confirm they have Goods in Transit cover and public liability insurance. They might even volunteer this information because they know it matters to customers.
Evasive answers—”yeah, we’re fully insured” without specifics, changing the subject, or refusing to provide documentation—are warning signs. Operators without proper insurance know it’s a problem, so they avoid the conversation.
High-Pressure Sales Tactics
Legitimate operators are busy. They don’t need to pressure you into booking immediately. If someone’s pushing hard for a commitment right now, demanding deposits before you’ve had time to think, or using artificial urgency (“this price is only available today”), be cautious.
Door-to-door sales for removal services are particularly suspicious. Reputable companies don’t cold-call at your house offering moving services. If someone turns up uninvited after your “For Sale” sign goes up, be very wary.
No Physical Address or Contact Details
Can you find out where the business is based? A legitimate operator will have a physical location—even if it’s just a home address for a sole trader. Complete absence of address information, or only a mobile number with no other contact details, makes it harder to trace someone if things go wrong.
Try calling the number at different times. Does it go to voicemail constantly? Is the voicemail generic with no business name? These small details matter.
Scams to Watch Out For
The Moving-Day Price Increase
This is perhaps the most common scam. You agree a price, the operator loads your belongings into their van, and then demands significantly more money. You’re standing in an empty property with all your possessions in someone else’s vehicle. What choice do you have?
Operators using time-based pricing will naturally charge for the actual hours worked—if a job takes longer than estimated because there was more to move or access was tricky, paying for that additional time is fair and normal. Reputable services make this clear upfront in their terms. The scam version is different: a fixed price that suddenly changes on moving day, or charges that bear no relation to what was agreed. If you were quoted a fixed £300 and the operator demands £500 once your belongings are loaded—with no clear explanation tied to the original terms—that’s a pressure tactic, not legitimate pricing.
Holding Belongings Hostage
In extreme cases, rogue operators hold belongings until additional payments are made. They might drive off to “another job” and say they’ll deliver your items once you pay more. Or they put things in storage and charge to release them. This is essentially extortion, and while it’s illegal, proving it and getting your belongings back can be a lengthy nightmare.
The Disappearing Van
The worst-case scenario: the operator loads your belongings and simply doesn’t arrive at your new address. They’ve taken your possessions and disappeared. While rare, this does happen—and it’s effectively impossible to recover from if you can’t trace the operator.
Hidden Charges
Less dramatic but still problematic: charges that weren’t mentioned in the quote. “Stair fees” that appeared from nowhere. Weekend surcharges not disclosed upfront. Fuel supplements added at the end. Charges for disassembling furniture that was obviously going to need disassembling. These nickel-and-dime tactics can add hundreds to your final bill.
How to Protect Yourself
Research Before Booking
Search the company name online. Look for reviews on multiple platforms—Google, Trustpilot, Facebook. Read the negative reviews especially; they often reveal patterns of behaviour. Check if the company is registered at Companies House (for limited companies) or has a verifiable business presence.
Be wary of companies with only perfect five-star reviews. Every business gets occasional complaints. A complete absence of any negative feedback can indicate fake or filtered reviews.
Check for Trade Association Membership
Membership of bodies like the British Association of Removers (BAR) provides some protection. Members agree to codes of practice, must maintain insurance, and can be reported if they breach standards. You can verify membership on the BAR website.
Not all good operators are BAR members—it’s more common among larger removal companies than sole traders. But membership is a positive indicator.
Get Everything in Writing
Before booking, get written confirmation of the date and time, the price (or pricing basis if hourly), what’s included, and payment terms. Keep all emails and messages. If the operator won’t provide this, don’t book.
Ask About Insurance
Request confirmation of Goods in Transit insurance and the cover level. Ask about public liability insurance too. A legitimate operator will provide this information readily—it’s a selling point for them.
Don’t Pay Everything Upfront
A deposit is reasonable. Full payment before the job is completed is not. The balance should be paid once your belongings are safely delivered to your new address, not before.
Trust Your Instincts
If something feels wrong—pushy behaviour, evasive answers, unprofessional communication—listen to that instinct. Moving is stressful enough without adding the anxiety of dealing with an operator you don’t trust. There are plenty of legitimate services available; you don’t need to book with someone who makes you uncomfortable.
What to Do If Things Go Wrong
If you’re mid-move and an operator is demanding unexpected payment, document everything. Take photos, record conversations if legal in your situation, get witnesses if possible. Don’t sign anything under duress—or if you must sign to get your belongings released, write “signed under duress” next to your signature.
Report the operator to Trading Standards, which investigates rogue traders. If you paid by card, contact your bank about chargeback options. If the operator is a member of a trade association, report them there too.
In cases of theft or extortion, report to the police. Even if they treat it as a civil matter initially, having a crime reference number helps with any subsequent claims.
Finding Trustworthy Operators
The best protection is booking with reputable services in the first place. Look for operators with verifiable track records, clear communication, transparent pricing, and willingness to answer questions about insurance and process.
Word-of-mouth recommendations from friends, family, or neighbours who’ve had good experiences are valuable. Local community groups often have recommendations from people who’ve recently moved.
Whether you’re moving a full house or just transporting furniture, taking time to check out an operator properly is worth the effort. A few minutes of research can save you from a genuinely awful experience.
If you’d like to work with a service that’s transparent about pricing and happy to answer questions before you book, you can get an instant quote with no obligation.
