Privacy policy

This policy explains how Luton Removals ("we", "us", "our") collects and uses personal information when you request a quote, fill in a form, or get in touch about a move in or around Luton. We're a local removals firm covering the LU postcodes across Bedfordshire, and we take looking after your information seriously.

We are the data controller for the information you give us. If you have any questions about this policy or how we handle your details, email us at hello@lutonremovals.uk.

What we collect

When you use our quote form or contact us, we collect the details you choose to give us. That typically means:

• Your name;
• Your phone number;
• Your 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 only ask for what we need to understand your move and give you an accurate quote. Please don't send us sensitive personal information — we don't need it and don't ask for it.

Why we use it, and our lawful basis

We use your information to reply to your enquiry, prepare a quote, plan and carry out your move if you go ahead, and keep in touch about the job. Under UK GDPR, our lawful bases are:

• Steps towards a contract — where you've asked us for a quote or to carry out a move, we use your details to do exactly that.
• Legitimate interests — to respond to general enquiries, keep records of the work we've done, and run our business. We balance this against your privacy and only use your details in ways you'd reasonably expect.
• Legal obligation — where we have to keep certain records, for example for tax and accounting.

We don't use your details for marketing unless you've asked us to, and you can tell us to stop at any time.

Who we share it with

We do not sell your personal information, and we never pass it to third parties for their own marketing. We share it only where it's needed to carry out your move:

• Our moving crew — the team carrying out your move need your addresses and access notes to do the job properly.
• Customs and clearing partners — for European moves, we share the details needed to prepare customs paperwork and clear your goods across the border.
• Service providers — trusted suppliers who help us run the business, such as email and IT providers, under agreements that keep your information protected.

We may also disclose information where the law requires it, or to protect our rights.

Google reCAPTCHA

Our quote form may be protected by Google reCAPTCHA, which helps us tell real 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 may use Google Analytics (GA4) to understand how visitors use our website — which pages are viewed, how people arrive, and so on — so we can improve it. This uses cookies and similar technologies and works with information such as your approximate location and device. The data is aggregated and helps us understand overall trends rather than identify you personally. You can control or block cookies through your browser settings.

How long we keep it

We keep your information for no longer than necessary. Enquiries that don't turn into a booking are kept for a reasonable period in case you come back to us, then securely deleted. Records tied to a completed move are kept for as long as we need them to meet our legal and accounting obligations, then securely disposed of.

Keeping it secure

We use appropriate technical and organisational measures to protect your information against loss, misuse and unauthorised access. Access is limited to the people who need it to do their job.

Your rights

Under UK GDPR you have the right to:

• Ask for a copy of the personal information we hold about you;
• Ask us to correct anything that's wrong or incomplete;
• Ask us to erase your information where there's no good reason to keep it;
• Object to, or ask us to restrict, how we use your information;
• Ask us to transfer your information to another provider where that applies;
• Withdraw any consent you've given, at any time.

To exercise any of these rights, email us at hello@lutonremovals.uk. We'll respond within the time the law allows.

Complaints

If you're unhappy with how we've handled your information, please get in touch so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator, at ico.org.uk.

Changes to this policy

We may update this policy from time to time. The version on this page is the one that applies. If we make significant changes, we'll make that clear here.

Contact us

For anything to do with your privacy or this policy, email hello@lutonremovals.uk and we'll be glad to help.