Privacy & Cookie Policy

Who We Are

B&N Removals is a removals company operating across Greater London. For the purposes of UK data protection law we are the “controller” of the personal information described in this policy — which means we decide what is collected and what it is used for. You can reach us using the contact details at the end of this page.

Information We Collect

When you submit a quote request through our website, we collect only the information necessary to provide you with a moving quote:

Your name - so we know who we're speaking with
Email address - to send you your quote
Phone number - to discuss your requirements if needed
Move details - postcodes and any additional information you provide

How We Use Your Information, and Why We're Allowed To

Your information is used for one purpose only: to contact you about your quote request. Under UK GDPR our lawful basis is Article 6(1)(b) - taking steps at your request before entering into a contract - because you asked us for a price. If you go on to book, the same basis covers carrying out that contract with you. Where we contact you about an enquiry that does not become a booking, we rely on our legitimate interest in replying to people who have asked us a question. We rely on your consent only for analytics cookies, which are covered separately below.

Preparing and sending your personalised moving quote
Contacting you to clarify details about your move
Following up on your quote if you've requested a callback
Arranging and carrying out the move if you decide to book

Cookies and Similar Technologies

A cookie is a small file a website stores on your device. Until you press Accept, this site stores nothing on your device at all - no cookies, no tracking, nothing. You can change your mind in either direction at any time using the Cookie settings button below, or the one in the footer of every page.

If you reject, or ignore the banner: no cookies are set and nothing is stored, other than a note of your choice kept in your own browser so we don't keep asking.
If you accept: Google Analytics cookies are set, and nothing else. They are described in the next section.
We use no advertising, marketing, profiling or re-targeting cookies of any kind, and we don't share your browsing behaviour with advertisers.
Your cookie choice is remembered for six months, after which we'll ask you again.
Signing in to the admin panel sets a session cookie, but that only affects our own staff, not visitors.

Google Analytics

If, and only if, you accept analytics cookies, we use Google Analytics 4 to understand how visitors find and use the site so we can improve it. We use Google Consent Mode, which means the Google tag is told to store nothing until you have accepted, and the analytics script is not even downloaded before then.

Cookies set: _ga (expires after 2 years) and _ga_0MHML5ZQT9 (expires after 2 years), used to tell returning visits apart.
What we see: pages viewed, roughly where in the country visitors are, the type of device and browser used, and how people arrived at the site.
What we never see: your name, your email address, or anything that identifies you personally. Google Analytics 4 does not log or store full IP addresses - they are discarded once a rough location has been derived, and this cannot be switched back on.
Google acts as our processor under its Google Analytics data processing terms, and may process this data outside the UK. See "Sending Data Outside the UK" below.
If you accept and later change your mind, pressing Reject stops the tracking and deletes the Google Analytics cookies already on your device.
You can also block Google Analytics everywhere by installing Google's own opt-out browser add-on.

Other Services This Site Uses

A few things on the site are provided by other companies. None of them set cookies on our behalf, but they do receive your IP address as part of the ordinary business of delivering a web page:

Google Fonts - loads the typefaces used across the site.
Google Business Profile - our star rating and reviews are fetched by our own server, not by your browser, so Google does not see your visit.
Zoho Mail - carries your quote enquiry to our inbox once you press send.
WhatsApp - only if you choose to tap the WhatsApp button, which opens WhatsApp with a new message to us.

Sending Data Outside the UK

Two of the services described above are run by companies based outside the United Kingdom, so some data may be processed abroad, including in the United States. UK data protection law allows this only where the information stays protected to the same standard, and we rely on the following:

Google (Analytics and Fonts) - Google LLC is certified under the EU-US Data Privacy Framework and its UK Extension, which the UK Government has recognised as providing adequate protection. Google's own terms also incorporate the UK International Data Transfer Addendum as a fallback.
Where no adequacy decision applies, we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
You can ask us for more detail about any of these safeguards using the contact details at the end of this page.

How Long We Keep Your Information

We keep enquiries for as long as we have a reason to, and no longer. You can ask us to delete your information sooner at any time, and we will unless we are legally required to keep it.

Quote enquiries that do not lead to a booking: deleted within 12 months of your last contact with us.
Records of completed moves: kept for 6 years after the end of the tax year in which the move took place, because HMRC requires business records to be kept for that long and our insurers may need them to deal with a late claim.
Analytics data: retained by Google for 14 months, and never linked to you personally.
Your cookie choice: kept in your own browser for six months, not on our servers.

What We Don't Do

We never sell your information to third parties
We never share your details with marketing companies
We never send unsolicited marketing emails
We never use your data for any purpose other than your quote
We never make automated decisions about you, and we do not profile you

Data Security

We take reasonable measures to protect your information. The whole site is served over an encrypted HTTPS connection, quote requests are sent directly to our team over an authenticated, encrypted email connection, and only the people who need to see your enquiry can do so.

Children

Our services are sold to adults, and this site is not aimed at children. We do not knowingly collect information about anyone under 18. If you believe a child has sent us their details, contact us and we will delete them.

Your Rights

UK data protection law gives you real control over your information. All of these are free to exercise, and we will respond within one month:

Ask for a copy of the information we hold about you
Ask us to correct anything that's wrong or incomplete
Ask us to delete your information
Ask us to stop or limit how we use it
Object to us using it on the basis of our legitimate interests
Ask us to send your information to you or someone else in a portable format
Withdraw your consent at any time - including your cookie choice, using the button below
Complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113 if you think we've got it wrong

Changes to This Policy

If we change how we handle your information, or start using a new cookie, we will update this page and the date shown at the top of it. If the change affects cookies we will ask for your consent again rather than assuming your old answer still applies.

Your Cookie Choices

Review or change your choice at any time. Accept and Reject sit side by side, and rejecting also deletes any Google Analytics cookies already on your device.

Contact

Questions about this policy? Email [email protected] or call 07440193086.

If you are not happy with how we have handled your information you can complain to the Information Commissioner's Office at ico.org.uk, or on 0303 123 1113.