Allen Family Removals ("we", "us", "our") is a family-run removals company based in Birmingham. We are the data controller for the personal information described in this policy. Contact details: Allen Family Removals Unit 8c, Tyburn Trading Estate Birmingham, West Midlands B24 9QG United Kingdom

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Email: allenfamilyremovals@live.co.uk Phone: 07990682840

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Trading name: Allen Family Removals

Proprietor's name: Stephen Allen

What Information We Collect

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When you request a quote or use our services, we collect:

- Your name and the names of others involved in the move

- Your email address and telephone number

- The address you are moving from and the address you are moving to

- Your moving date and the size of your property

- An inventory of the items we are moving for you

- Payment details, where you pay us directly

- Any access information you give us, such as parking arrangements, key collection or alarm codes

- Notes from our survey, including photographs of your property and belongings where we take them for quoting purposes.

 

When you use our website, we automatically collect:

- Your IP address and approximate location

- Your browser type, device type and operating system

- The pages you visit, how long you spend on them, and the site you arrived from

- Information collected through cookies, as described in the Cookie Policy below.

 

We do not knowingly collect information from anyone under 18. If you believe a child has given us personal information, contact us and we will delete it.

How We Use Your Information and Our Legal Basis

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Under UK GDPR we must have a lawful basis for processing your personal information. Ours are set out below.

 

To provide you with a quote and to plan and carry out your move Legal basis: performance of a contract, or steps taken at your request before entering a contract.

 

To communicate with you about your move, including confirming details, arranging access and dealing with problems on the day Legal basis: performance of a contract.

 

To take payment and keep accounting records Legal basis: performance of a contract, and legal obligation for tax and accounting records.

 

To handle any claim, complaint or insurance matter arising from your move Legal basis: performance of a contract, and our legitimate interest in defending and resolving claims.

 

To comply with our legal and regulatory obligations, including tax law and health and safety requirements Legal basis: legal obligation.

 

To send you marketing about our services, where you have asked us to or where you are an existing customer and we are offering similar services Legal basis: consent, or legitimate interest under the soft opt-in rule. You can unsubscribe at any time.

 

To improve our website and understand how visitors use it Legal basis: consent, through your cookie choices.

 

To ask you for a review after your move Legal basis: legitimate interest in gathering feedback and improving our service. You can decline or ask us not to contact you.

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Who We Share Your Information With

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We do not sell your personal information to anyone. We share it only where necessary, with:

- Our insurers and insurance brokers, where a claim is made

- Our payment processors, who handle card transactions

- Our accountants and professional advisers

- Our IT and website providers, including Wix, who host this website

- Storage partners, where your belongings are placed into storage

- Overseas shipping agents, freight forwarders and customs authorities, where we are handling an international move

- Law enforcement, regulators or courts, where we are legally required to

 

We use our own employed crews for removals and do not subcontract your move to third-party removal firms. Where a move requires a specialist service we do not provide in-house, such as piano moving or fine art handling, we will tell you before we share your details with that specialist.

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International Transfers

 

Where we arrange an international move, we will need to share your personal information with shipping agents, destination handling agents and customs authorities in the destination country. Some of these countries do not have data protection laws equivalent to the UK's. Where this is the case, we will only share what is necessary to complete your move and comply with customs requirements. Some of our service providers, including our website host, may store or process data outside the UK. Where they do, we rely on UK adequacy regulations or the International Data Transfer Agreement to protect your information.

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How Long We Keep Your Information

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- Quote enquiries that do not become bookings: 12 months

- Customer records, contracts and inventories: 6 years from the date of your move, to cover the limitation period for contractual claims

- Accounting and tax records: 6 years from the end of the relevant financial year, as required by HMRC

- Survey photographs: 12 months after your move, unless a claim is outstanding

- Marketing contact details: until you unsubscribe, or 3 years of inactivity, whichever comes first

- Website analytics data: 26 MONTHS 

-CCTV at our storage facility: 60 DAYS 

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How We Keep Your Information Secure

 

We take appropriate technical and organisational measures to protect your personal information, including restricting access to those staff who need it, using secure and password-protected systems, and training our staff on handling customer information.

 

We take particular care with access information such as alarm codes and key arrangements. This is shared only with the crew attending your move and is deleted once your move is complete.

 

No system is completely secure. If a breach occurs that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner's Office within 72 hours and tell you where we are required to.

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Your Rights

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Under UK data protection law you have the right to:

- Access the personal information we hold about you

- Have inaccurate information corrected

- Have your information erased, in certain circumstances

- Restrict how we use your information, in certain circumstances

- Object to processing based on our legitimate interests

- Receive your information in a portable format, in certain circumstances

- Withdraw consent at any time, where we rely on consent

- Opt out of marketing at any time

 

To exercise any of these rights, email allenfamilyremovals@live.co.uk or write to us at the address above. We will respond within one month. There is no charge unless your request is manifestly unfounded or excessive.

 

If you are unhappy with how we have handled your information, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner's Office: Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF Helpline: 0303 123 1113 ico.org.uk

 

COOKIE POLICY

 

Cookies are small text files placed on your device when you visit a website. We use them to make the site work, and to understand how visitors use it.

 

Essential cookies

These are needed for the website to function and cannot be switched off. They include cookies set by Wix, our website platform, to manage your session, remember your form entries and keep the site secure. These do not require your consent.

 

Analytics cookies

We use Google Analytics 4 to understand how visitors find and use our website — which pages are popular, how long people stay, and where they arrive from. This helps us improve the site. Google Analytics sets cookies including _ga and _ga_[CONTAINER ID], which typically expire after 2 years.

 

Marketing cookies

We use the Meta Pixel, provided by Meta Platforms Ireland Limited, to measure the effectiveness of our advertising on Facebook and Instagram and to show our ads to people who have visited our website. The Meta Pixel sets cookies including _fbp, which typically expires after 3 months.

 

Managing your cookies

When you first visit our website you will be asked to accept or reject non-essential cookies. You can change your choice at any time using the cookie settings link in our website footer.

 

You can also block or delete cookies through your browser settings, though this may affect how the website works.

 

More information about the third parties named above: - Google Privacy Policy: policies.google.com/privacy - Meta Privacy Policy: facebook.com/privacy/policy

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TERMS AND CONDITIONS

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1. About These Terms

These terms apply to your use of our website and to any removal, packing, storage or related service we provide to you. By requesting a quote or booking our services, you accept these terms. We may update these terms from time to time. The version that applies to your move is the version in force on the date we confirm your booking. Nothing in these terms affects your statutory rights as a consumer.

2. Website Use

The content of this website is provided for general information about our services. We take care to keep it accurate but do not guarantee that it is complete or up to date. Prices, price guides and timescales shown on this website are indicative only and do not constitute a quotation or an offer. A binding price is given only in a written quotation issued to you. All content on this website, including text, images, logos and design, belongs to us or our licensors. You may view and print it for your own use, but may not reproduce it commercially without our written permission. We are not responsible for the content of any third-party website linked from ours.

3. Quotations

Quotations are based on the information you give us and on our survey of your property. Unless stated otherwise, a quotation is valid for 30 days from the date of issue. A quotation is based on: - Clear and reasonable access at both properties, including the ability to park a vehicle of the size specified within a reasonable distance - The move taking place on the agreed date during normal working hours - The inventory of goods agreed at the time of quoting - No requirement to dismantle or assemble items beyond those specified - Normal traffic and weather conditions We may revise the price if any of these change, if the volume of goods is materially greater than agreed, if additional services are requested on the day, or if we are delayed for reasons outside our control. We will tell you before carrying out any additional chargeable work.

4. Booking and Payment

Your booking is confirmed when we have accepted it in writing and, where required, received your deposit. Payment terms: - A deposit is payable on booking - The balance is payable ON COMPLETION - We accept Bank transfer or cash payments - Business customers with agreed credit terms: payment within 14 days of invoice We may charge interest on late payment at 20% per month, or at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 for business customers. We reserve the right to withhold delivery of goods, or to retain goods in storage at your cost, where payment due to us has not been made.

5. Cancellation and Postponement

If you cancel or postpone your move, the following charges apply: - More than [14] days before the move date: no charge and deposit retained - Between [14] and [7] days before: 20% of the quoted price - Less than [3] days before: 60% of the quoted price - On the day of the move: the full quoted price We understand that property chains collapse and completion dates move through no fault of yours. Where you postpone rather than cancel, and we can reallocate the booking, we will transfer your deposit to the new date wherever possible. If we cancel your move, we will refund all sums you have paid us.

 

Consumers booking at a distance — by phone, email or through our website and without meeting us in person — have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013. If you ask us to begin work within that period, you may be charged for work already carried out. This right does not apply once the service has been fully performed with your agreement.

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6. What We Will Not Move

For safety and legal reasons, we cannot transport: - Prohibited or stolen goods, drugs or firearms - Flammable, explosive, corrosive or otherwise hazardous goods, including gas cylinders, aerosols, paints, petrol and fireworks - Goods likely to attract vermin or pests - We accept no liability for loss or damage to any such items you place in our care without telling us. Please carry items of high value or sentimental importance personally wherever you can.

7. Your Responsibilities

You must: - Be present, or have an authorised adult present, throughout the move - Ensure nothing is taken or left behind in error — we cannot check this for you - Tell us before the move about any items of unusual value, fragility or weight - Arrange adequate parking and any permits or bay suspensions required at both properties, unless we have agreed to do this for you - Ensure all utilities are disconnected and appliances are drained and ready for transport, unless you have booked us to do this - Empty and defrost fridges and freezers before the move - Ensure your goods are adequately insured, or take our insurance cover - Tell us of any restrictions on access, including lift availability, narrow roads, weight limits or clean air zone requirements

8. Insurance and Liability

You should tell us before the move if any item is worth more than [£100,000] so that we can arrange additional cover. We cannot be responsible for items whose value you have not declared. Items you pack yourself Where you have packed items yourself, we cannot accept liability for damage to the contents of those boxes unless the damage results from our negligence in handling the box itself. Limits on our liability We are not liable for: - Loss or damage to items we have not been told about - Damage to electrical or mechanical items where there is no external sign of impact - Loss or damage arising from circumstances beyond our reasonable control, including extreme weather, fire, flood, industrial action or acts of government - Damage to buildings or property caused by moving goods along a route or through an access point you have instructed us to use, where we have advised that damage is likely - Indirect or consequential loss, including lost income, missed completion, storage costs or alternative accommodation We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law. Making a claim Any claim for loss or damage must be notified to us in writing within [14] days of delivery. Please keep the damaged item and its packaging, as we or our insurers may need to inspect it.

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