Your privacy, clearly explained.

This Privacy Policy explains how RedRoute Removals (“we”, “us”, “our”) collects, uses and protects your personal information when you visit this website, contact us or request a removals quote.

01 — Who we are

RedRoute Removals Ltd is a removals company based in London, providing house, flat, office and long-distance removals across London, Greater London and the wider UK.

RedRoute Removals Ltd is the data controller responsible for the personal information described in this Privacy Policy.

• Legal name: REDROUTE REMOVALS LTD
• Company No. 17497973
• Registered in England and Wales
• Registered office: 148 Upper Chobham Road, Camberley, England, GU15 1ET

For privacy-related enquiries, email us at [email protected] or call us on +44 7465 998177.

02 — Information we collect

When you use our quote forms, call us or contact us, we may collect:

• Your name, phone number and email address
• Your moving-from and moving-to postcodes or addresses
• Your preferred moving date, date flexibility and time preference
• Property details for both addresses — property type and size, floor, lift access, stairs, van access and parking
• A list of the items you're moving, and details of any special or particularly heavy items
• Photographs you choose to upload of items to be moved — see “How we collect information” below for how these are currently handled
• Additional services you're interested in, such as packing, dismantling and assembly, unpacking, storage or clearance
• Your preferred contact method and best contact time
• How you heard about us
• Any message or additional information you choose to give us
• When you visit our website, our hosting infrastructure may automatically record technical information such as your IP address, browser type, device information, requested pages, timestamps and security logs

We do not intentionally ask you to provide special category personal data, such as information about your health, racial or ethnic origin, religious or philosophical beliefs, political opinions, trade union membership, sexual orientation, or genetic or biometric data.

Please avoid including this type of information in free-text fields or uploaded photographs unless it is genuinely necessary for us to provide the service.

03 — How we collect information

We collect information when you fill in a quote form on this website (the short form on our homepage, or the full quote request on our Quote page), when you call the phone number shown on this site, or when you contact us through WhatsApp via the link in our contact widget.

If you contact us through WhatsApp, we receive and use the information you choose to send us to respond to your enquiry and, where applicable, arrange your move. WhatsApp also processes information in accordance with its own privacy terms.

Information you submit through our Quick Quote or Full Quote form — including any photos you choose to attach to a Full Quote — is sent to RedRoute’s own website backend, where it is stored so our team can review and respond to it, and we receive an email notification of each new request. We use this information only to handle your enquiry, prepare your quote and arrange any service you request.

We also collect basic technical information automatically as you browse the site, and, only if you accept analytics cookies, through website analytics — see our Cookie Policy for details. We do not currently use third-party referral tracking.

Website analytics (Google Analytics)

We use Google Analytics 4, a web analytics service provided by Google, to understand how visitors use our website — for example which pages are visited and how visitors find us — so we can improve the site and our service. Analytics is optional: it is only enabled after you choose Accept analytics in our cookie banner or switch analytics on in Cookie Settings, and you can switch it off again at any time from the website footer. We do not send your name, email address, phone number, address or quote details to Google Analytics. See our Cookie Policy for the cookies involved.

Spam and bot protection (Cloudflare Turnstile)

To protect our quote forms from spam and automated abuse, we use Cloudflare Turnstile, a security check provided by Cloudflare. It loads once you start filling in a quote form and normally runs in the background without asking you to do anything. To work out whether a request comes from a person or an automated program, Turnstile processes technical information from your browser and device, such as your IP address and browser characteristics. It does not receive the details you type into the form. We use it on the basis of our legitimate interests in keeping our website and systems secure. Cloudflare describes how it handles this information in its Turnstile Privacy Addendum.

04 — Why we use your information

We only use your information for the purposes below, and only on a lawful basis:

We don't use “consent” as the basis for everything — most of what we do with your enquiry or booking is necessary to take the steps you've asked for, not something we ask permission for separately.

Where we rely on legitimate interests, those interests may include operating and securing our website and business systems, responding to customer-service matters, preventing misuse or fraud, and maintaining appropriate business records, provided those interests are not overridden by your rights and interests.

We do not sell your personal information to third parties.

Information we need from you

To prepare a quotation or provide a booked removals service, we need certain information such as your contact details, collection and delivery locations and sufficient information about the move. You are not legally required to provide this information, but without it we may be unable to prepare an accurate quote or provide the requested service.

Automated decision-making

We do not currently use solely automated decision-making or profiling that produces legal or similarly significant effects on you.

05 — Who we share information with

We only share the information a recipient actually needs. Depending on your enquiry or booking, this may include:

• Our own removal crew, and any subcontracted removal partners directly involved in carrying out your booked move
• Our website hosting provider
• Our email service provider, which delivers our notification of each new quote request to our team and the emails we send to customers
• Telegram, which we use as an internal messaging service to notify authorised RedRoute staff of each new quote request — see “Staff notifications (Telegram)” below
• Trustpilot, after a completed service and only if you asked for a review invitation, so that it can send it — see “Review invitations (Trustpilot)” below
• A CRM system, if we introduce one to manage enquiries and bookings
• A payment processor, once online payment is available
• Our analytics provider (Google Analytics), only if you accept analytics cookies — see our Cookie Policy
• Professional advisers such as accountants or solicitors, where reasonably necessary
• Our insurers, where relevant to a booking or a claim
• IT and security providers who help us keep our systems running safely, including Cloudflare (Turnstile spam and bot protection on our quote forms)
• WhatsApp / Meta, where you choose to contact us through WhatsApp
• Law enforcement or regulators, where we're legally required to

As explained in “How we collect information” above, quote requests are stored in RedRoute’s own website backend and we receive an email notification of each one. We also send a short staff alert about each new request to Telegram — see “Staff notifications (Telegram)” below. The full request is not sent to any third-party CRM or payment processor — those entries above will be replaced with the actual provider names if we introduce them. We do not share your information with anyone for their own marketing purposes, and we do not sell it.

Staff notifications (Telegram)

We also use Telegram, a third-party messaging service, as an internal notification service. When a new Quick Quote or Full Quote is saved, our website sends a short alert to a private Telegram chat used by authorised RedRoute staff, so that we can see new enquiries straight away and respond to customers efficiently.

The alert contains:

• Your name
• Your phone number
• Your moving-from and moving-to locations
• Your moving date
• The service you requested
• Your lead reference in our CRM

Only details you provided are included. The alert does not include your email address, message or notes, inventory, photos, uploaded documents or payment information, and it carries a link to our password-protected admin area. We use it only to notify authorised staff of new enquiries and respond to customers efficiently, as part of handling your enquiry (steps prior to a contract).

Because Telegram is a third-party service, the alert is also processed by Telegram. Telegram handles information it receives under its own privacy policy.

Review invitations (Trustpilot)

Our Full Quote form has one optional checkbox: “Yes, I’d like to receive an email invitation from Trustpilot to review my experience with RedRoute Removals after my move.” It is unticked by default, and you do not need to tick it to get a quote or book a move. We only invite you to review our service if you ticked it. We keep a record of your choice — whether the box was ticked, when, the wording shown and the form it came from — so that we can show what you agreed to. If you contacted us another way, or before this checkbox existed, we do not send you a review invitation.

We use Trustpilot’s Automatic Feedback Service to send the invitation: when our team marks your booking as completed, we send you one thank-you email, and a hidden copy of that email goes to Trustpilot.

That copy gives Trustpilot only what it needs to arrange and send your invitation:

• Your first name
• Your email address
• Your booking reference

Trustpilot also receives the text of the thank-you email itself, which contains nothing beyond your first name and a general thank-you message. We do not share your phone number, addresses, move details, inventory, photos or payment information with Trustpilot.

Trustpilot uses this information to arrange and send you a review invitation; under Trustpilot’s own settings the invitation normally arrives a short time after our thank-you email. If you choose to write a review, Trustpilot handles your review and any Trustpilot account under its own privacy policy.

We send at most one review invitation per booking, and only for services that have actually been completed. We rely on your consent, given by ticking the box, and you can withdraw it at any time.

• Leaving a review is entirely voluntary. Reviews may be positive or negative, and we never offer incentives for a review or ask for a particular rating.
• To withdraw your consent, email [email protected] — ideally before your move is completed — and, if your booking has not yet been marked as completed, we will make sure no invitation is triggered for you. If you withdraw after that, your details may already have been passed to Trustpilot and an invitation may already be scheduled; we will ask Trustpilot to delete your details, but we cannot guarantee that a scheduled invitation will be stopped. You can also unsubscribe using the link in any Trustpilot invitation. Withdrawing does not affect your quote or booking, or anything we did before you withdrew.

06 — International transfers

Some of your personal information may be processed outside the United Kingdom. This is because we use trusted service providers to host our website, send our emails, protect our online forms from spam, send review invitations if you ask for one and, if you accept analytics cookies, understand how our website is used. These providers are based in, or may process information in, the United States and the European Economic Area (EEA).

UK law recognises the EEA as giving personal information an adequate level of protection. For transfers to the United States, we rely on recognised legal safeguards, such as contractual protections approved under UK data protection law, where these are in place with the provider concerned.

For more information about these transfers and the safeguards that apply, please email [email protected].

07 — Data retention

We haven't yet finalised a formal retention schedule, but our general approach is:

• Enquiries that do not lead to a booking — retained only as long as reasonably necessary to respond to and manage the enquiry
• Booking/customer records — retained as needed to provide the service and meet legal, tax, accounting and dispute-resolution requirements
• Invoice/payment/accounting records — may need to be retained for around six years to meet relevant UK tax/accounting obligations
• Analytics information — retained in line with configured analytics settings where analytics is used

This does not mean that every item of personal information connected with a booking will be retained for the same period. We will publish exact retention periods here once we define a formal schedule — we will not invent specific timeframes until then.

08 — Security

We use appropriate technical and organisational measures designed to protect the personal information we hold. These measures depend on the systems and providers we use and may include access controls, authentication and appropriate security settings. No method of transmission or storage is completely secure, and we don't claim otherwise.

09 — Marketing

RedRoute Removals does not currently send marketing emails, newsletters or promotional communications, and there is no marketing sign-up anywhere on this website today.

Messages about your own enquiry, quote or booking are operational, not marketing, and don't need separate consent. If we introduce marketing communications in future, we will only do so with your clear opt-in consent, collected via a separate, unticked checkbox — never bundled into agreeing to be contacted about your quote — and you will be able to withdraw that consent at any time. You always have the right to object to direct marketing specifically; see “Your rights” below.

10 — Your rights

Under UK data protection law, you have the right to:

• Ask what personal information we hold about you (access)
• Ask us to correct inaccurate information
• Ask us to delete your information, where applicable
• Ask us to restrict certain processing
• Object to certain processing, including — specifically and always — direct marketing
• Ask for your information in a portable format, where applicable
• Withdraw consent at any time, where processing is based on consent

These rights are not absolute and may apply differently depending on the circumstances and our lawful basis for processing. You always have the right to object to direct marketing.

To exercise any of these rights, contact us using the details in “Who we are” above.

11 — Complaints

If you have concerns about how we've handled your personal information, please contact us first on +44 7465 998177 so we can look into it.

You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO), at ico.org.uk.

12 — Third-party links

This website may contain links to third-party services such as WhatsApp. Those services operate under their own privacy notices. We are not responsible for how independent third parties process your information.

13 — Changes to this policy

We may update this Privacy Policy from time to time as our business, website or systems change. Where a change materially affects how we use your personal information, we will take reasonable steps to bring the change to your attention before the new processing begins, where required.