Privacy policy

Who we are

Removals London runs this website and is the data controller for the personal information described below. Our contact details are on the contact page.

What we collect, and what for

The quote form asks for a name, a telephone number, an email address, the two addresses, a moving date where one exists, and whatever you add in the notes. It exists so that we can answer the enquiry and prepare a quotation.

Contact us by telephone or email instead and we hold only what you choose to tell us, for the same purpose. Google Analytics separately reports anonymous usage — pages opened, approximate location, device type — aggregated and identifying nobody.

When the payer is not the householder

On a great many of our jobs the person paying is not the person whose belongings are being moved. That means we frequently hold the details of two sets of people: the paying party, and the household.

We contact the householder directly as a matter of policy, and we tell them who has made the booking. We do not pass a householder's personal details back to a paying party beyond what the job requires, and we do not report on a household's circumstances to a landlord, an employer or a provider.

Claim, order and estate references

Where an insurer, an employer, a provider or an estate is paying, we hold the reference and the contact details needed to invoice and to obtain authorisation. Those are used for that purpose and no other.

We are not a claims handler and do not hold medical, financial or claim assessment information. Where somebody tries to send us any, we ask them to send it to their insurer or adviser instead.

Inventories and photographs

Our inventories describe contents rather than counting cartons, and on estate and insurance work that document is unusually detailed. Survey photographs show property, access and sometimes belongings.

Both are used to plan, price and evidence the job and for nothing else. They are not published, not used in marketing, and not shown to anybody the job does not require. They are held in the job file and deleted with it.

The basis we rely on

Enquiries and quotations rest on steps taken at your request ahead of a contract. After a booking we rely on performing that contract. Where we hold a householder's details because somebody else booked the job, we rely on our legitimate interest in carrying the work out safely and properly. Analytics rests on our legitimate interest in understanding how the site is used.

Who else sees it

Your enquiry goes to our own lead-handling system so that the right person picks it up. Beyond that it travels only where the job requires — a storage operator where goods are held, a destination agent on an international move, our insurers if a claim is raised, and the paying party for invoicing.

Google reCAPTCHA protects the form against automated submissions, so Google receives technical information about your interaction with it. Nothing is sold, and nothing goes to other removals firms.

How long it is kept

Enquiries that never become bookings are held while the job remains a realistic prospect, then deleted. Completed job records, including inventories and photographs, are retained for the period accounting, insurance and the law require. Estate and insurance records are frequently kept for the longer end of that, because they are the ones later questioned.

What you can ask for

A copy of what we hold, a correction, a deletion, or an objection to our use of it — and that applies whether you booked the job or somebody booked it for you. Write and we will deal with it. Unhappy with the outcome? The Information Commissioner's Office accepts complaints.

Cookies

We set no advertising or tracking cookies of our own. Google Analytics and reCAPTCHA set theirs, and blocking those breaks nothing here beyond the form's spam protection.

If this changes

Material changes appear on this page. The policy covers this site and the enquiries made through it.