Who is responsible for your information?
Dorking Removals Ltd, trading as Reigate Removals, is the data controller. You can contact us at Windsor House, Castle Drive, Reigate, RH2 8DL; by email at info@reigateremovals.co.uk; or by telephone on 01737 731318.
Information we collect
Depending on how you contact us and the services you request, we may collect:
- your name, email address, telephone number and contact preferences;
- collection and delivery addresses or postcodes, moving dates and property details;
- inventories, estimated volumes, access information, service requirements and notes;
- optional photographs or videos supplied to help us assess a move;
- correspondence, booking, payment, complaint and claim information; and
- limited technical and security information created when you use our website.
We normally obtain this information directly from you. Someone arranging a move on your behalf may also give us your details.
Why we use it
Estimates and enquiries
To understand your move, prepare an estimate, answer questions and take steps you ask us to take before entering into a contract.
Bookings and services
To arrange and provide removals, packing or storage services and manage the resulting contract.
Business administration
To maintain records, take payment, prevent misuse, protect our property and handle complaints or claims. We use legal obligations and our legitimate business interests where appropriate.
Optional marketing
We use your details for marketing only when you have actively agreed. You can withdraw that consent at any time.
Videos and AI-assisted assessment
Uploading videos is optional. We use them to check the written inventory, likely box requirements, access considerations and the approximate volume of the move. If an approved AI service is used, it may assist our team by identifying visible items and suggesting quantities or volume. A member of our team remains responsible for reviewing the information and preparing the estimate.
We do not make a decision that has a legal or similarly significant effect on you solely by automated means. Please avoid filming people, private documents, payment details or valuables unnecessarily.
Who we may share information with
We share information only where reasonably necessary with our staff and contractors; website, storage and IT service providers; professional advisers, insurers or claims handlers; and public authorities where the law requires it. Videos may be shared with an approved AI service only for the assessment described above.
We do not sell personal information. Where a service provider processes information outside the UK, we require an appropriate legal safeguard for the transfer.
How long we keep it
- Videos for removal bookings: normally deleted within 90 days after the move is completed.
- Videos for bookings that include storage: normally deleted within 90 days after the goods leave storage and the final delivery or collection is completed.
- Videos for enquiries that do not become bookings: normally deleted within 90 days after the enquiry is closed.
- Videos relevant to an unresolved complaint or claim: retained where necessary until the matter is resolved. We may retain relevant videos longer where required by a legal obligation.
- Other enquiry records that do not become bookings: normally kept for up to 12 months so we can answer follow-up questions and understand previous estimates.
- Customer, booking and financial records: normally kept for up to six years after the relationship ends, where needed for accounting, tax, contractual or legal purposes.
- Marketing records: kept until you withdraw consent or we no longer need them. We may retain a minimal suppression record so we do not contact you again.
We may delete information sooner when it is no longer needed. When an exception applies, we keep only what is necessary and review the need to retain it.
Your rights
Depending on the circumstances, you may have the right to ask for access to your personal information, correction, deletion, restriction, transfer or to object to how it is used. Where we rely on consent, you can withdraw it at any time. Withdrawing consent does not make earlier use of the information unlawful.
To exercise a right, email info@reigateremovals.co.uk. We may need to confirm your identity before acting on a request.
Security and cookies
We use appropriate organisational and technical measures to protect personal information and limit access to people who need it for their work. No internet service is completely risk-free, but we review our safeguards and service providers as our systems change.
The website may use cookies or similar technology that are strictly necessary for security and essential operation. We will update this policy and provide any required choices before introducing non-essential analytics or advertising cookies.
Questions or complaints
Please contact us first if you have a question or concern. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or by calling 0303 123 1113.
We may update this policy when our services or legal responsibilities change. The current version will always appear on this page.
Last updated: 7 September 2026