Privacy policy

Who we are

Hayes Removals is the data controller for the personal data described in this notice. You can contact us about anything in it by email at contact@hayes-removals.co.uk, by phone on 01823 211805, or by post at Chesterfield Way, Hayes UB3 3NW.

What we collect

When you request a quote through the form on this website, we collect:

• your full name, phone number and email address
• the pickup address and the delivery address
• the property type and property size
• your moving date, if you give one
• any notes you choose to add

What else we may hold

If you go ahead with a survey or a move, we also hold the survey notes, the inventory of your belongings, correspondence with you, the customs documents needed for your move (which can include passport, visa or residence details you supply), and payment records. We do not collect special category data unless you choose to tell us something, for example about access needs, and we use it only to plan your move.

When you use the website, our hosting provider and Google reCAPTCHA process technical data such as your IP address and browser details to keep the site and form secure.

Why we use it, and our lawful basis

• To reply to your enquiry, arrange a survey and prepare a quote: steps taken at your request before entering a contract.
• To carry out your move, including customs declarations and delivery: performance of our contract with you.
• To keep records that tax and customs law require: legal obligation.
• To protect the quote form from spam and abuse with reCAPTCHA: our legitimate interest in keeping the service secure.
• To understand how visitors use the website with Google Analytics: your consent, which you can refuse or withdraw.

Who we share it with

We do not sell your personal data, and we do not share it for anyone else’s marketing.

• Our customer-relationship management (CRM) provider, which receives quote requests from the website and stores them for us as a processor under a written contract.
• Google, which provides reCAPTCHA on the quote form and Google Analytics on the website. Google’s privacy policy explains how it handles that data.
• Our customs agent, and the customs authorities in the UK and in the country you are moving to, where needed for your move.
• Our destination partner team in France, Italy, Spain or Portugal, who deliver your belongings and need your name, address and contact details to do so.
• Our insurers, if a claim is made.

Transfers outside the UK

Delivering your move means sharing some details with partners in the EU, which the UK recognises as providing adequate protection. Some of our service providers, including Google, may process data in other countries; where they do, they rely on safeguards recognised under UK data protection law, such as approved contract clauses.

Cookies and analytics

A small first-party setting remembers your cookie choice. Google Analytics only runs if you agree to analytics cookies through the cookie banner, and you can change your mind at any time by clearing the site’s cookies in your browser. reCAPTCHA is needed for the quote form to work securely.

How long we keep it

Enquiries that do not lead to a booking are deleted once they are no longer needed to follow up your request. If you move with us, we keep the records of your move for as long as tax, customs and insurance rules require, and then delete or anonymise them. Analytics data is kept in aggregate and is not used to identify you.

Your rights

Under UK GDPR you can ask for a copy of the personal data we hold about you, ask us to correct it, ask us to delete it, ask us to restrict or stop using it, object to processing based on our legitimate interests, ask for it in a portable format, and withdraw consent where we rely on it. Email us to make a request; we will respond within the time the law allows.

Changes to this notice

If we change how we use personal data, we will update this page. Significant changes will also be pointed out to anyone with a move in progress.

How to complain

If you are unhappy with how we have handled your data, please tell us first at contact@hayes-removals.co.uk so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator, through ico.org.uk.

Google’s own policies for reCAPTCHA and Analytics are at policies.google.com/privacy and policies.google.com/terms. Our terms of business cover the move itself.