Privacy Policy
How Vango Removals Ltd collects, uses and protects your personal information when you request a quote, book a move or use our website.
The short version
- We use your details to quote for and carry out your move, take payment and deal with any claim.
- We share them with our crews, storage partners and suppliers — never with third parties for their own marketing.
- We keep booking records for six years, and unsuccessful quotes for 12 months.
- You can ask for a copy of your information, correct it, or ask us to delete it.
This summary is for convenience only. The full wording below is what applies.
Who we are
Vango Removals Ltd (“we”, “us”, “our”) is a removals and storage company based at 10 Barley Mow Passage, Chiswick, London W4 4PH. We are registered in England and Wales under company number 12371111.
We are the data controller for the personal information described in this policy, which means we decide how and why it is used. If you have a question about how we handle your information, email info@vangoremovals.co.uk.
What information we collect
We collect the following categories of personal information:
- Who you are — your name, email address, phone number and billing address.
- Your move — collection and delivery addresses, property type, floor level, lift and parking details, your list of items, dates and any special handling instructions you give us.
- Payments — deposit and balance records, invoices and the reference for each transaction. Card details are handled by our payment provider and are not stored by us.
- Correspondence — quote requests, emails, WhatsApp messages, social media messages and notes from phone calls. Calls to our advertised numbers may be recorded or reported on for quality and training purposes, and you will be told at the start of the call where this applies.
- Survey material — photographs or video you send us, or that we take during a pre-move survey, so we can price the job accurately.
- Website and device data — IP address, browser and device type, pages viewed and how you reached our site.
- Marketing preferences — whether you have opted in or out of hearing from us.
We do not ask for special category data such as health information. If you volunteer something relevant to your move — for example that an item is medical equipment and must travel separately — we use it only to carry out the job.
Where we get it from
Most of what we hold comes directly from you, through our quote form, booking pages, phone calls, WhatsApp, email or a survey of your property.
We also receive information from:
- Google Ads and our website analytics, when you reach us through an advert or a search result.
- Comparison and lead generation sites, where you have asked them to pass your details to removals companies.
- Estate agents, landlords, letting agents, employers or a family member arranging a move on your behalf.
- Companies House and other public sources, for business customers.
Why we use it, and our lawful basis
UK data protection law requires us to have a lawful basis for each use of your information. Ours are set out below.
- Quoting for and carrying out your move — preparing estimates, confirming bookings, scheduling crew and vans, delivering your goods and handling storage. Basis: performance of a contract with you, or taking steps at your request before entering into one.
- Taking payment and recovering unpaid invoices. Basis: performance of a contract, and our legitimate interest in being paid.
- Handling enquiries, complaints, claims and insurance matters. Basis: our legitimate interest in resolving disputes and defending claims, and our legal obligations.
- Keeping accounting and tax records. Basis: compliance with a legal obligation.
- Marketing to existing customers about removals and storage services similar to those you have already bought, with an unsubscribe option every time. Basis: our legitimate interest in promoting our business, in line with the soft opt-in rules in the Privacy and Electronic Communications Regulations.
- Marketing to people who are not yet customers. Basis: your consent, which you can withdraw at any time.
- Non-essential cookies and advertising tags. Basis: your consent, given through our cookie banner.
- Improving our service, website and advertising, and preventing fraud. Basis: our legitimate interests, balanced against your rights.
Who we share it with
We share your information only where we need to. That includes:
- Our removal crews and drivers, and vetted subcontracted removal firms or porters where a job requires extra hands.
- Storage facilities, where your goods are being stored.
- Our payment provider, accountant and bookkeeper.
- Our website host, booking system, email provider and other IT suppliers.
- Google, for advertising and analytics, where you have accepted those cookies.
- Our insurers, brokers, loss adjusters and legal advisers, if there is a claim or dispute.
- Debt recovery agents, where an invoice remains unpaid.
- Police, courts, HMRC or other authorities where we are legally required to disclose.
Suppliers acting on our instructions are bound by contract to keep your information secure and to use it only for the purpose we have given them. We do not sell your personal information, and we do not share it with third parties for their own marketing.
Sending information outside the UK
Some of our suppliers, including Google, store data outside the United Kingdom. Where that happens we rely on UK adequacy regulations, the UK Extension to the EU–US Data Privacy Framework, or the International Data Transfer Agreement, together with any additional safeguards needed. Email info@vangoremovals.co.uk if you want details of the protections that apply to a particular supplier.
How long we keep it
We keep information only as long as we need it:
- Quotes that do not lead to a booking — 12 months from your last contact with us.
- Completed jobs, contracts and invoices — six years after the end of the tax year in which the work was done, so we can meet HMRC requirements and deal with any claim within the limitation period.
- Claims and complaints — six years from resolution.
- Survey photographs and video — six months after the move, unless needed for a claim.
- Call recordings, where made — six months.
- Marketing opt-outs — kept indefinitely, so we can continue to honour your choice.
When a retention period ends we delete the information or anonymise it so it can no longer identify you.
How we keep it safe
We use access controls, encrypted connections, password policies and regular software updates to protect your information, and we limit access to the staff who need it to do their job. No system is completely secure, but we take these obligations seriously and we will tell you and the Information Commissioner’s Office about a breach where the law requires it.
Your rights
You have the right to:
- Ask for a copy of the personal information we hold about you.
- Have inaccurate information corrected.
- Ask us to delete information, where there is no good reason for us to keep it.
- Object to us using your information for our legitimate interests, or for direct marketing. If you object to direct marketing we will always stop.
- Ask us to restrict how we use your information while a query is resolved.
- Receive certain information in a portable, machine-readable format.
- Withdraw consent at any time, where consent is our basis for using your information.
To use any of these rights, email info@vangoremovals.co.uk. We will respond within one month. There is normally no charge, and we may ask you to confirm your identity first.
If you are unhappy 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. We would appreciate the chance to put things right first.
Marketing
If you have booked with us we may email or message you about similar removals and storage services. Every message includes a way to opt out, and you can also reply to any message or email info@vangoremovals.co.uk to stop. Opting out of marketing does not affect messages we need to send you about a booking you have already made.
Cookies
Our website uses cookies and similar technologies. What they are, which ones we use and how to change your choices are set out in our Cookie Policy.
Children
Our services are aimed at adults and we do not knowingly collect information about anyone under 18. If you believe a child has given us their details, contact us and we will delete them.
Other websites
Our site links to and embeds content from other services, including Google Maps, our Google review widget and our social media profiles. We are not responsible for their privacy practices, so please read their own policies before sharing anything with them.
Changes to this policy
We may update this policy from time to time. The current version is always on this page, with the date it was last changed shown below. If a change significantly affects how we use your information, we will tell you directly.
How to reach us
Vango Removals Ltd
10 Barley Mow Passage, Chiswick, London W4 4PH
Bookings and quotes: sales@vangoremovals.co.uk
General, privacy and complaints: info@vangoremovals.co.uk
Phone: 020 8152 2132 | WhatsApp: +44 7501 517721
Registered in England and Wales, company number 12371111. Registered office: Office Bmlg.02, 10 Barley Mow Passage, London W4 4PH.
Last updated: 6 September 2026. Version 1.0.