This Privacy Policy explains how House of Willow Alexander Ltd, trading as Willow Alexander Removals (“we”, “us”, “our”), collects, uses and protects personal data when you use this website or our removals, storage and collection services. It complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
House of Willow Alexander Ltd is the data controller responsible for the personal data we collect through this website and during the provision of our services.
We trade as Willow Alexander Removals. House of Willow Alexander Ltd is part of the HoWA Living group, but each group company is an independent data controller for the data it processes.
You can reach us at sales@willowalexander.co.uk or on 0800 047 8738.
When you make an enquiry, request a quote, book a move or otherwise interact with us, we may collect:
Identity data: your name, email address, phone number, and any company or role you tell us about if enquiring on behalf of an organisation.
Move data: the postcode and address you are moving from and moving to, your preferred dates, and any context you give us about access, parking, property type, floor level or lift availability.
Inventory data: descriptions of the goods to be moved, packed or stored, including any items you declare as high value.
Service data: quotes, bookings, schedules, job notes and payment records.
Communications: the content of any messages, emails or calls between you and us.
Technical data: IP address, browser user-agent, device type and pages visited on this website.
We process your data on the following legal bases:
To answer enquiries and provide quotes (legitimate interest).
To deliver booked services, including moving, packing, collection and storage, and to process payments (performance of a contract).
To keep service records, manage accounts and comply with our tax and accounting obligations (legal obligation and legitimate interest).
To maintain an inventory and handle any claim relating to loss or damage (performance of a contract and legitimate interest).
To improve our website and services (legitimate interest).
To prevent fraud and abuse (legitimate interest).
We do not operate a marketing mailing list and we do not send marketing email. The only email this website sends is an internal notification to our own sales inbox when you submit an enquiry.
We never sell your personal data. We share it only with the suppliers and partners we need to deliver our service. Each of these is bound by data-processing agreements and the UK GDPR standard:
Brevo (Sendinblue SA, France): transactional email delivery for enquiry notifications to our own sales inbox. Brevo is not used to email customers.
Google (Google Ireland Ltd): Google Sheets, where enquiry details are recorded so our sales team can respond and track the job.
Google Analytics 4 (Google LLC): anonymised website usage statistics; loads only after analytics consent.
Microsoft Clarity (Microsoft Corporation): session replay and heatmaps to understand how visitors use the site; loads only after analytics consent.
Sentry (Functional Software Inc., EU region): error monitoring; pseudonymous, no customer data sent.
PostHog (PostHog Inc., EU region): product analytics; loads only after analytics consent.
Cloudflare Turnstile (Cloudflare Inc.): automated bot challenge on forms; no tracking beyond the challenge.
ServiceOS (UK): the third-party booking platform used for online removals bookings.
Vercel (Vercel Inc., London region): our website host.
Professional advisers: accountants, insurers and lawyers, where we are required to share data for those services. This includes sharing details of a move with our insurers where a claim is made.
Authorities such as HMRC or the police, where we are required to do so by law.
Some of the suppliers above are US-headquartered. Where personal data is transferred to the US, we rely on the EU-US Data Privacy Framework (where the supplier is certified), the UK’s International Data Transfer Agreement, or Standard Contractual Clauses recognised by the ICO. Where the supplier offers EU/UK regional hosting, we use it.
This website uses cookies and similar storage. Strictly necessary cookies are set automatically (for example, to remember your consent choices). Analytics cookies are set only after you have given consent through our cookie banner. We do not set advertising or marketing cookies. See our Cookie policy for the full list and how to change your preferences.
We keep your data only as long as we need it for the purpose we collected it, or as required by law:
Enquiry records: up to 3 years from the date of your last contact with us.
Booking, inventory and payment records: at least 7 years (HMRC and Companies Act requirements).
Records relating to a claim for loss or damage: 7 years from resolution, so we can defend or settle any subsequent dispute.
Website analytics: up to 14 months under our GA4 retention setting.
Error logs: 90 days.
We use industry-standard technical and organisational measures to protect your data: encryption in transit (HTTPS), access-controlled storage, role-based access to internal systems, server-side input validation and bot protection on public forms. No system is completely secure, so if you suspect your data has been compromised please tell us immediately at sales@willowalexander.co.uk.
You have the right to:
Access: request a copy of the personal data we hold about you.
Rectification: ask us to correct inaccurate data.
Erasure: ask us to delete your data, unless we have a legal reason to keep it.
Restriction: ask us to limit how we use your data.
Objection: object to processing based on legitimate interest.
Portability: receive your data in a portable format.
Withdraw consent: for anything we do on a consent basis, such as analytics cookies, you can withdraw consent at any time through the cookie banner.
To exercise any of these rights, email sales@willowalexander.co.uk. We will respond within one month.
If you are unhappy with how we have handled your data, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk, or by post to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page shows when. Material changes will be flagged on this page for at least 30 days.
House of Willow Alexander Ltd
Trading as Willow Alexander Removals
Email: sales@willowalexander.co.uk
Phone: 0800 047 8738