Privacy Policy

Last updated: January 2025. This policy explains how Relokates Removals collects, uses and protects your personal data.

1. Who we are

Relokates Removals ("we", "us", "our") is a professional removal company operating across London, Essex, Kent and West Sussex. When you submit a quote request through our website at relokates.co.uk or contact us by phone or email, we become a data controller in respect of the personal information you provide.

For questions about this privacy policy or how we handle your data, please contact us at info@relokates.co.uk or by calling 07359 724844.

2. What information we collect

We collect the following categories of personal information when you contact us or submit a quote request:

  • Your full name
  • Your phone number
  • Your email address
  • Your current address or postcode (moving from)
  • Your new address or postcode (moving to)
  • Your preferred move date
  • The type of removal service you require
  • Any additional information you choose to provide in the message field

We may also collect technical information when you visit our website, including your IP address, browser type, pages visited and time spent on the site. This is collected automatically through Google Analytics and is used only for website performance analysis.

3. How we use your information

We use the personal information you provide for the following purposes:

  • To prepare and send you a removal quote
  • To contact you to discuss your move and answer questions
  • To coordinate and carry out your removal if you choose to book with us
  • To send you a follow-up after your move to ensure everything went smoothly
  • To comply with our legal obligations

We do not use your information for automated decision-making or profiling. We do not send marketing emails without your explicit consent.

4. The legal basis for processing your data

We process your personal information on the following legal grounds under UK GDPR:

  • Contract performance: Processing your quote request and carrying out your removal is necessary to enter into or perform a contract with you.
  • Legitimate interests: Following up after a quote or a move, and analysing website traffic to improve our service.
  • Legal obligation: Where we are required by law to process or retain certain data.

5. Who we share your data with

We may share your personal data with the following third parties for the purposes described above:

  • Supabase: Our secure database provider, used to store quote requests. Supabase is GDPR compliant and stores data within the European Economic Area.
  • HubSpot: Our CRM platform, used to manage customer relationships and follow-up communications. HubSpot is GDPR compliant.
  • Google Analytics: For anonymised website traffic analysis. We use IP anonymisation on all Google Analytics data.
  • Freight and shipping partners: For international removals only, we share relevant details with our trusted shipping partners in order to coordinate your move. These partners are bound by their own privacy policies and data protection obligations.

We do not sell your personal data to any third party. We do not share your data with advertising networks or data brokers.

6. How long we keep your data

We retain your personal data for the following periods:

  • Quote requests that did not result in a booking: 12 months from the date of your enquiry
  • Completed bookings: 7 years from the date of your move, in line with our legal obligations for financial record-keeping
  • Website analytics data: 26 months, in line with Google Analytics default retention settings

After these periods, your data is securely deleted or anonymised.

7. Your rights

Under UK GDPR, you have the following rights in relation to your personal data:

  • Right of access: You can request a copy of the personal data we hold about you.
  • Right to rectification: You can ask us to correct inaccurate or incomplete data.
  • Right to erasure: You can ask us to delete your data in certain circumstances.
  • Right to restrict processing: You can ask us to pause processing of your data in certain circumstances.
  • Right to data portability: You can ask us to provide your data in a portable format.
  • Right to object: You can object to processing based on legitimate interests.

To exercise any of these rights, please email info@relokates.co.uk. We will respond within 30 days. If you are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

8. Cookies

Our website uses cookies for the following purposes:

  • Essential cookies: Required for the website to function correctly.
  • Analytics cookies: Google Analytics cookies to understand how visitors use our site. These are anonymised and do not identify individuals.

You can control cookie settings through your browser. Disabling analytics cookies will not affect your ability to use our website or request a quote.

9. Security

We take the security of your personal data seriously. We use industry-standard security measures including encrypted data transmission (HTTPS), secure database storage and access controls to protect your information. However, no method of transmission over the internet is completely secure and we cannot guarantee absolute security.

10. Changes to this policy

We may update this privacy policy from time to time. When we do, we will update the "last updated" date at the top of this page. We encourage you to review this policy periodically. Continued use of our website after changes are published constitutes your acceptance of the updated policy.

11. Contact us

If you have any questions about this privacy policy or how we handle your personal data, please contact us:

  • Email: info@relokates.co.uk
  • Phone: 07359 724844