Privacy Notice for Lead Enquiries

Last updated: 3 July 2026

This privacy notice explains how Que Removal Ltd collects, uses and protects personal information when you contact us, request a quote, submit a booking or lead form, call us, message us, or interact with our website and adverts.

We have written this notice in plain language so customers can understand what happens to their details before they send an enquiry, request a removals quote, or book a service.

1. Who we are

Que Removal Ltd is the data controller for the personal information described in this notice. This means we decide why and how your personal information is used for enquiries, quotes, bookings, customer support, marketing follow-up, advertising measurement and business administration.

Contact for privacy questions or requests: info@queremoval.com. Website: www.queremoval.com.

2. Personal information we collect

Depending on how you contact us, we may collect your name, telephone number, email address, collection and delivery addresses or postcodes, preferred moving date and time, property type, move size, access details, parking or congestion zone information, stairs or lift information, descriptions of items to be moved, messages, call notes, quote details, booking details, invoice or payment status, and customer service history.

We may also collect technical and advertising information such as pages visited, form submitted, referral source, UTM tags, gclid, gbraid, wbraid, fbclid, cookie preferences, device or browser information, approximate location, and conversion events where your cookie choices and the law allow this. If you send photos or videos for a quote, move evidence or customer support, we may also use those files for that purpose.

3. Where we collect information from

We collect information directly from you through our website, booking pages, Wix forms, Wix chat, Jotform booking forms, Meta lead forms on Facebook and Instagram, Google Ads or Google Business Profile interactions, phone calls, SMS, WhatsApp, email, and directory or review platforms where you choose to contact us.

We may also receive lead and enquiry information through tools that help us manage and verify leads, including Privyr and DataVerifier, and through advertising or analytics platforms such as Google and Meta where their services are connected to our website or adverts.

4. How we use your information and our lawful basis

We use enquiry and move details to respond to you, prepare a quote, check availability, arrange a removal service, communicate about access and timing, and manage your booking. Our lawful basis is taking steps before entering into a contract with you and performing a contract where you book with us.

We use contact details and message history to call, text, email or WhatsApp you about your enquiry, quote, booking, invoice, service updates, feedback or complaint. Our lawful basis is contract, pre-contract steps and our legitimate interest in providing customer service.

We use booking, payment and invoice records for accounting, tax, legal, insurance, fraud prevention, dispute handling and business record keeping. Our lawful basis is legal obligation and legitimate interests.

We use website, cookie and advertising data to understand which adverts and pages generate enquiries, to improve the website, to measure conversions, and to avoid wasting advertising budget. For non-essential cookies and advertising tracking we rely on consent where required. For basic business reporting that does not require consent, we rely on legitimate interests.

We may follow up with you about the enquiry you submitted or similar removals services where permitted by law. You can ask us to stop marketing or follow-up messages at any time by contacting info@queremoval.com or replying to the message where possible.

5. Cookies, analytics and advertising tracking

Our website uses essential cookies needed for the site to work. We may also use optional analytics, advertising and conversion-tracking technologies from providers such as Wix, Google and Meta. Optional cookies help us measure enquiries, improve campaigns and understand website performance.

Where the law requires consent, optional analytics and advertising cookies should only run after you accept them through the cookie banner or other consent control. You can also control cookies through your browser settings. If your browser blocks cookies or tracking, some measurement and personalisation may not work as expected.

6. Who we share information with

We do not sell your personal information. We share information only where needed to run the business, respond to your enquiry, deliver the removal service, measure advertising, protect the business, or comply with the law.

This may include Wix, Jotform, Meta, Google, Privyr, DataVerifier, email providers, phone, SMS and WhatsApp providers, payment and accounting providers, insurers, professional advisers, website or marketing support providers, and removal team members or subcontractors who need the details to carry out the service. We may also share information with regulators, authorities or courts where legally required.

7. International transfers

Some of the platforms and service providers we use may process personal information outside the United Kingdom, for example in the European Economic Area, the United States or other locations. Where this happens, we expect those providers to use lawful transfer safeguards such as UK adequacy regulations, the UK International Data Transfer Agreement, approved standard contractual clauses or other lawful transfer mechanisms.

8. How long we keep information

We keep personal information only for as long as we need it for the purpose collected. Enquiries that do not become bookings are normally kept for up to 24 months after the last contact, unless we need them longer for a dispute, complaint, fraud prevention or legal reason.

Booking, invoice, payment and customer records are normally kept for up to 7 years so we can meet tax, accounting, insurance and legal obligations. Cookie, analytics and advertising records are kept according to the relevant platform settings and are not kept by us longer than needed for reporting, attribution and campaign improvement.

9. Your rights

You have rights under UK data protection law. These may include the right to ask for access to your personal information, correction of inaccurate information, deletion, restriction of processing, objection to processing, portability, and withdrawal of consent where we rely on consent. Some rights depend on the reason we are using the information and may not apply in every situation.

To exercise your rights, contact info@queremoval.com. We may need to confirm your identity before responding. You also have the right to complain to the Information Commissioner's Office. ICO website: https://ico.org.uk/make-a-complaint/.

10. Security

We use reasonable technical and organisational measures to protect personal information. Access is limited to people and providers who need it for business, customer service, booking, lead management, payment, accounting, legal, security or advertising measurement purposes. No online system is completely risk free, so please avoid sending unnecessary sensitive information through forms or messages.

11. Automated decision-making

We do not use your enquiry information to make solely automated decisions that produce legal or similarly significant effects on you. Advertising platforms may use automated systems to measure and optimise adverts in line with their own terms, privacy notices and your consent or account settings.

12. Children

Our removals services and enquiry forms are intended for adults. We do not knowingly collect personal information from children for marketing or booking purposes.

13. Changes to this notice

We may update this privacy notice from time to time, especially if our website, forms, advertising tools, booking process or legal obligations change. The latest version will be available on this page.