Privacy policy

This policy explains what personal information Norbury Removals collects when you contact us or request a moving quote, why we collect it, and the choices and rights you have over it. We are the data controller for the information described here. If anything is unclear, email us at hello@removalsnorbury.co.uk and we'll explain it plainly.

What we collect

When you fill in our quote form or otherwise get in touch, we collect the details you choose to give us. For a quote, that's typically:

• Your name.
• Your phone number and email address.
• Your pickup and drop-off addresses.
• Your preferred moving date, if you tell us one.
• Any notes you add about the move — rooms, access, fragile or bulky items, and so on.

We don't ask for special-category data, and you shouldn't include payment card details, ID numbers or anything sensitive in the free-text notes. When you browse the site, we may also collect limited technical data such as your approximate location, device and browser type through analytics, as described below.

Why we use it, and our lawful basis

We use your information to:

• Prepare and send you a moving quote and reply to your enquiry.
• Plan and carry out your move if you go ahead — including access, packing and, where relevant, customs paperwork for European moves.
• Keep in touch about your booking and answer any follow-up questions.
• Protect our forms from spam and abuse, and understand how the site is used so we can improve it.

Our lawful bases under UK GDPR are: your consent, which you give by submitting the quote form; steps taken at your request before entering a contract and performance of that contract once you book a move; and our legitimate interests in responding to enquiries, running the business securely, and improving our service — balanced against your privacy.

Who we share it with

We do not sell your personal data, and we never share it for third-party marketing. We share it only where it's needed to do the job you've asked us to do:

• Our moving crew — the team carrying out your move needs your addresses, contact details and access notes to plan and complete the day.
• Customs and shipping partners — for European moves only, we share the details required to prepare and clear the necessary customs and transport documentation.
• Trusted service providers — the suppliers who host our website, deliver our email, and provide the analytics and spam-protection tools described below, acting on our instructions.
• Authorities — where we're legally required to disclose information, or to establish or defend legal claims.

Google reCAPTCHA

Our quote form may be protected by Google reCAPTCHA, which helps us tell genuine enquiries from automated spam. reCAPTCHA collects hardware and software information and sends it to Google for analysis. Its use is subject to Google's Privacy Policy and Terms of Service.

Analytics and cookies

We use Google Analytics 4 (GA4) to understand how visitors find and use the site — which pages are viewed and roughly where visitors come from — so we can make it more useful. GA4 sets cookies or similar identifiers and collects usage data in aggregated, largely anonymised form. We use this to improve the site, not to identify you personally. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics using Google's browser add-on. Blocking cookies won't stop you requesting a quote.

How long we keep it

We keep your information only for as long as necessary for the purpose we collected it. Enquiry and quote details are kept while we're in contact and for a reasonable period afterwards in case you come back to us; booking records are kept for as long as we need them to meet our contractual, tax and legal obligations, and then securely deleted. We don't hold your details indefinitely.

How we protect it

We use appropriate technical and organisational measures to keep your information secure, and we limit access to those who need it to do their job. No transmission over the internet can be guaranteed completely secure, but we take reasonable steps to protect what you share with us.

Your rights

Under UK GDPR you have the right to:

• Ask for a copy of the personal data we hold about you.
• Ask us to correct anything that's inaccurate or incomplete.
• Ask us to erase your data where there's no good reason for us to keep it.
• Object to, or ask us to restrict, certain uses of your data.
• Withdraw consent at any time, where we rely on your consent.

To exercise any of these, email hello@removalsnorbury.co.uk and we'll respond as soon as we can. If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk. We'd appreciate the chance to put things right first.

Changes to this policy

We may update this policy from time to time as our services or the law change. The version published on this page is the one that applies, so please check back if you'd like to see the current wording.

Contact us

For anything about this policy or your personal data, contact Norbury Removals by email at hello@removalsnorbury.co.uk.