Privacy
How we look after your details
Last updated 6 October 2026
This notice explains what personal information Smooth Vault Moves collects when you ask for a quote, book a move or storage, or contact us, and what we do with it. We only collect what we need to quote for and carry out your move.
Who we are
Smooth Vault Moves Ltd (company number ), registered office is the data controller for the information described here. Questions about your data: email hello@smoothvaultmoves.co.uk, or message or call us on 07824 101373.
What we collect
| Type | Examples | Where it comes from |
|---|---|---|
| Contact details | Name, phone or WhatsApp number, email address | You, through our quote form, WhatsApp, phone or email |
| Move details | Collection and delivery towns, postcodes or addresses, dates, property size, items, access and parking notes, extras you choose | You |
| Survey details | Your preferred survey date and whether it's a video call or in person | You |
| Booking and payment records | Quotes, booking confirmations, invoices, deposits and payments. We don't keep full card numbers | You and our payment records |
| Messages | WhatsApp messages, emails and notes of calls | You and us |
| Claims information | Photos and descriptions if something is lost or damaged | You, our crew, insurers |
Our website doesn't set cookies. If we switch on Cloudflare Web Analytics, it counts page visits without cookies and without identifying you.
How the quote form works
When you finish the quote form, it opens WhatsApp with your answers ready to send. Nothing is sent until you press send in WhatsApp. If we've switched on email copies, a copy of your answers is also emailed to us through our form provider, Web3Forms.
Why we use it, and our lawful basis
| What we do | Lawful basis |
|---|---|
| Give you a quote, book a survey, answer your questions | Taking steps at your request before a contract |
| Carry out your move, packing or storage, and contact you about it | Performing our contract with you |
| Keep accounts and tax records | Legal obligation |
| Deal with complaints, claims and insurance | Legitimate interests, and establishing or defending legal claims |
| Ask you once, after your move, whether you'd like to leave a review | Legitimate interests. You can tell us not to ask at any time |
| Understand how our website is used (anonymous counts) | Legitimate interests |
We don't sell your information, and we don't send you marketing unless you've asked us to.
Who we share it with
- Our crews and any partner crew doing your move, given only what they need for the job.
- Service providers who help us run the business: WhatsApp (Meta) when you message us, our email provider, Web3Forms for form copies, and Cloudflare, which hosts our website.
- Trustpilot, if we send you a review invitation through it. We share your name, email address and a booking reference so they can send the invitation.
- Insurers, loss adjusters and legal advisers if there's a claim.
- Our accountant and HMRC to meet our legal obligations.
Some of these providers process data outside the UK. When they do, the transfer is protected by UK adequacy regulations or by approved data transfer agreements.
How long we keep it
- Enquiries that don't go ahead: up to 12 months.
- Bookings, invoices and payment records: 6 years after the end of the tax year they relate to.
- Storage agreements: for as long as your goods are with us, then 6 years.
- Claims and complaints: until resolved, then 6 years.
- Review invitation details: removed once the invitation has been sent, or straight away if you ask us not to contact you.
Your rights
You can ask us to give you a copy of your information, correct it, delete it, restrict how we use it, or move it to another organisation. You can also object to us using it, including for review requests. We'll reply within one month, and there's usually no charge. Contact us using the details above.
Keeping it safe
Only the people who need your details can see them. Our accounts are protected with strong passwords and two-step sign-in.
Complaints
If you're unhappy with how we've handled your information, please tell us first so we can put it right. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Changes to this notice
We'll update this page if anything changes. The date at the top shows when it was last revised.