On moving day, an experienced professional team can save (or ruin) what you've spent weeks planning. How do you tell a serious removals company apart from a mere van-owner? This guide gathers the 10 signs that separate a true professional from someone who just has a van, with a focus on removals to the Canary Islands, where the added complexity multiplies the risk of hiring badly.
1. FREE technical survey beforehand
A professional always offers a free technical survey for medium-to-large removals. They come to your current home, measure your furniture, identify critical points (access, lift, balcony for a crane), ask about special items (piano, antiques) and give you a detailed quote based on that real information.
Warning sign: a company that gives you a quote only over the phone or WhatsApp without having seen the home.
2. The company's legal documentation
Check that the carrier has:
- A valid national Transport Card (MDP-N or MDL-N)
- Tax ID (CIF) and Social Security registration
- Public Liability Insurance for goods (minimum €600,000)
- For international removals to the Canary Islands: registration as an Authorised Economic Operator (AEO) to process customs declarations (DUAs) and exemptions
Ask for a copy of these documents together with the quote. A serious company hands them over without issue; a carrier without proper documentation will make excuses.
3. Detailed, signed inventory
On moving day, the crew must draw up a numbered inventory of every item, which you sign when it's loaded. At destination, it's checked again against the inventory before you sign confirmation. This is the legal basis for making an insurance claim if something is lost or damaged.
Without an inventory: if you make a claim, you can't prove what you loaded. It's your word against theirs.
4. Professional packing materials
A professional uses:
- Reinforced double-wall cardboard boxes (not supermarket boxes)
- Specific padded blankets (not old towels)
- Bubble wrap, corner protectors, certified strapping tape
- Hydraulic trolleys for appliances and heavy furniture
- Aluminium ramps for stairs
A move done with makeshift materials and no proper equipment is a guaranteed disaster for bulky or fragile furniture.
5. A large, trained crew
For a standard move from a 3-bedroom flat, you should expect at least 3-4 movers. For a piano, an outdoor crane, or an office, 4-6 people. If the company offers you "2 movers and off we go," be wary: either it will take three times longer than promised, or something is going to break.
6. Optional declared-value insurance
Standard liability insurance covers up to €12 per kilo of goods, which is low for valuable items. A professional company offers optional declared-value insurance for jewellery, artwork, collector's wines, musical instruments or premium electronics. Extra cost: 1-2% of the declared value.
7. A fixed quote in writing
Professional: a written quote (by email or on paper) broken down by item, VAT/IGIC included, validity period, payment terms. The fixed price is the price you pay, except for changes agreed in writing.
Amateur: "I'll charge you roughly X, it depends on time and mileage." By the end, the bill has gone up 40-60% with no justification.
8. Handling municipal permits
To reserve parking space outside your building (public-way occupation permit) and, if you need an outdoor crane, the corresponding permits, a professional company handles this itself at the town hall. You don't have to lose mornings at municipal offices.
9. Customs procedures included (Canary Islands)
For removals to the Canary Islands, the professional includes in the price:
- DUA (Single Administrative Document)
- Processing of the AIEM exemption if you're relocating your residence
- If you're bringing a car, IEDMT tax and Canary registration
- If you're bringing a pet, coordination with the shipping line for a pet-friendly ship
More information: tax regime of the Canary Islands.
10. After-move service
A professional doesn't disappear once you sign the confirmation. They offer:
- A 7-14 day claim period to spot damage that wasn't visible at first
- Free collection of boxes and empty packaging 1-2 weeks later
- Post-move advice (change of residence registration, utilities, etc.)
- Guarantee on furniture assembly and reconnections
Warning signs: what you should NEVER accept
- 100% payment upfront. The norm is 30% deposit + 40% on loading + 30% on signing confirmation at destination. NEVER pay everything before they've moved anything.
- No invoice. If you're offered "cheaper, no invoice," you have no legal protection at all and the company is probably not legitimate.
- No written quote. Only verbal or informal WhatsApp with no breakdown.
- Suspiciously low quote (50-70% less than the competition). Either there's a catch in the scope of the service, they won't show up on moving day, or they're not insured.
- No verifiable references. A company with years in business has real reviews on Google, Trustpilot, etc.
Frequently asked questions when hiring a removals company
What happens if they don't show up on moving day?
If you've signed a contract and paid a deposit, you're entitled to get back what you paid plus compensation for breach of contract. But this rarely happens with serious companies: the problem tends to be with "companies" with no real structure or reputation. That's why it's crucial to hire companies with years of verifiable track record.
How much should I pay upfront?
The standard: 30% on confirming the booking (locks in the date and container slot), 40% on loading day at origin, 30% on completing delivery at destination with signed confirmation. Total: 100%. Some charge 50% at the start and 50% at the end.
Can I cancel the move if I need to?
Yes. If you cancel more than 14 days in advance, you get the full deposit back. Between 7-14 days, they keep 30-50%. Less than 7 days, they keep the full deposit because resources have already been mobilised (container booked, crew assigned).
Does the company cover damage to my home during the move?
Yes. The liability insurance also covers damage to the origin and destination homes (scuffed walls, staircases damaged while moving heavy furniture, etc.). Document the condition before and after with photos.
What do I do if I find damage after signing the confirmation?
You have a period of 7 days under the Transport Contract Law to claim for damage that wasn't visible when you received the goods. After that period, the company may argue the damage happened afterwards. That's why it's worth unpacking at least the critical boxes in the first week.
Is it better to use a local Canary Islands company or a mainland one for a move to the Canary Islands?
A company based in the Canary Islands and also operating on the mainland (like Horizont Atlantic) combines the best of both: it manages the mainland origin AND the Canary destination with its own staff at both ends. A mainland-only company subcontracts the Canary leg, which doubles costs and multiplies the risk of poor coordination.
Your checklist before signing
- Have they done a technical survey beforehand?
- Do they have a valid transport card and insurance?
- Have they given you a fixed written quote with a breakdown?
- Do they include DUA and the AIEM exemption (moves to the Canary Islands)?
- How much deposit do they ask for? (30% is normal, 100% is a red flag)
- How many movers do they send on moving day?
- Do they offer declared-value insurance for valuable items?
- Do they have real, verifiable reviews on Google/Trustpilot?
- Is there a contact phone number during the move (not just email)?
- Have they had you sign a contract with clear terms?
15 years of experience behind every move
At Horizont Atlantic we meet all 10 points and more: free technical survey, valid MDL-N transport card, €1,500,000 insurance, our own crews on the mainland and in the Canary Islands, fixed written quote, DUA + AIEM + IEDMT handling included, no surprises on the invoice. Contact us for a no-obligation technical survey or request an online quote.
