Registered Office: Office 56, Millmead Business Centre, Millmead Road, South Tottenham, London, N17 9QU

Last updated: June 2026

This privacy statement explains how Octagon Removals Ltd collects, uses, and protects the personal data of individuals who contact us, request quotes, or use our services. We are committed to handling your data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions about this statement or wish to exercise your data rights, please contact our Data Protection Officer at:

privacy@octagonremovals.co.uk

1. Who We Are

Octagon Removals Ltd is a data controller registered with the Information Commissioner's Office (ICO). We are a premium removal and relocation company operating across London and the M25 corridor, trading under the "Artists of Removals" brand.

2. Data We Collect and Why

2.1 Enquiry and Booking Data

When you contact us to request a quote or book a service, we collect:

Full name
Email address
Phone number
Pick-up address and destination address
Property details (number of bedrooms, type of property, floor level, access notes)
Preferred moving date
Details of belongings and any special items
Any other information you provide during a survey or call

Purpose: To provide you with an accurate quote and to deliver the removal service you have requested.

Legal basis: Performance of a contract (Article 6(1)(b) UK GDPR), or pre-contractual steps at your request.

2.2 Communication Records

We retain records of communications with you, including emails, WhatsApp messages, and call notes.

Purpose: To manage your booking, handle queries, and maintain a record of agreed service terms.

Legal basis: Legitimate interests (Article 6(1)(f) UK GDPR) — maintaining accurate records of agreed services.

2.3 Financial Data

Invoice amounts, payment status, and VAT records are retained for accounting and legal compliance purposes.

Legal basis: Legal obligation (Article 6(1)(c) UK GDPR) — HMRC requires retention of financial records for a minimum of 6 years.

2.4 Website Usage Data

Our website uses cookies and analytics tools (including Google Analytics) to understand how visitors use the site. This data is collected anonymously and does not identify individual users. Please see our Cookie Policy for full details.

2.5 Telephone and Voice Data

Calls to our AI Receptionist ("Alex") are handled by an automated voice system powered by OpenAI. Call content may be processed to understand your enquiry and route it to our team. Calls are not stored as recordings beyond what is necessary for immediate processing.

3. AI-Assisted Processing

We use artificial intelligence tools to help our team handle enquiries more efficiently. The following applies to all AI processing of your data:

3.1 OpenAI

Information you provide — including your name, contact details, property address, and move details — may be processed by OpenAI's language models. This is used to:

Extract and structure information from enquiry emails and forms
Power our AI Receptionist (Alex) during telephone calls
Assist our team in reviewing and responding to enquiries

OpenAI processes this data on our behalf as a data processor. OpenAI does not use data submitted via the API to train its models. For further information, see OpenAI's privacy policy at https://openai.com/policies/privacy-policy/

3.2 Anthropic (Claude)

We also use Anthropic's Claude AI to assist with internal business operations, including drafting communications and processing business data. Where client data is involved, the same data minimisation principles apply. Anthropic does not use API data to train its models. For further information, see Anthropic's privacy policy at https://www.anthropic.com/privacy

3.3 Your Rights Regarding AI Processing

You have the right to object to automated processing of your personal data. If you would prefer your enquiry to be handled entirely by a human member of our team, please contact us directly at info@octagonremovals.co.uk or call 0208 521 8000.

4. WhatsApp Communications

We use WhatsApp Business to communicate with clients regarding quotes, booking confirmations, and operational updates. Messages sent via WhatsApp are subject to Meta's privacy policy in addition to this statement. We do not use WhatsApp to send unsolicited marketing messages.

WhatsApp privacy policy: https://www.whatsapp.com/legal/privacy-policy

5. How Long We Keep Your Data

We retain personal data for the following periods:

Enquiry data (no booking made): 12 months from last contact
Booking and job records: 6 years from the date of the move (HMRC requirement)
Financial records: 6 years (legal obligation)
Communication records: 3 years from last contact
Website analytics: 6 months

After these periods, data is securely deleted or anonymised.

We do not sell your personal data. We share data only where necessary to deliver our services:

OpenAI — AI-assisted enquiry processing and telephone reception (data processor)
Anthropic — AI-assisted internal operations (data processor)
Google — Google Calendar for job scheduling; Google Analytics for website analytics
Meta (WhatsApp) — Client communications via WhatsApp Business
Stripe — Payment processing (where applicable)
Our internal CRM system (Kairos/Octagon Motherboard) — hosted on Render, with data stored in Supabase (PostgreSQL), located within the EU/UK

All third-party processors are subject to data processing agreements and are required to handle your data securely and in compliance with UK GDPR.

7. International Data Transfers

Some of our service providers (including OpenAI and Anthropic) are based in the United States. Where data is transferred outside the UK, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) or adequacy decisions as recognised by the UK ICO.

8. Your Data Rights

Under UK GDPR, you have the following rights:

Right of access — you can request a copy of the personal data we hold about you
Right to rectification — you can ask us to correct inaccurate data
Right to erasure — you can ask us to delete your data (subject to legal retention requirements)
Right to restrict processing — you can ask us to limit how we use your data
Right to data portability — you can request your data in a portable format
Right to object — you can object to processing based on legitimate interests, including AI-assisted processing
Rights relating to automated decision-making — you have the right not to be subject to decisions made solely by automated means that significantly affect you

To exercise any of these rights, contact us at privacy@octagonremovals.co.uk. We will respond within 30 days.

9. Security

We take the security of your personal data seriously. Our measures include:

Encrypted storage of authentication tokens and sensitive data
Role-based access controls — only authorised staff can access financial and client data
HTTPS across all systems
Regular security reviews of our internal systems

In the event of a data breach that poses a risk to your rights and freedoms, we will notify the ICO within 72 hours and affected individuals without undue delay.

10. Complaints

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Information Commissioner's Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Website: https://ico.org.uk | Helpline: 0303 123 1113

11. Changes to This Statement

We may update this privacy statement from time to time. The most current version will always be available on our website. We will notify you of material changes where we have your contact details.

12. Contact

Data Protection Officer: Pawel Walerczuk

Email: privacy@octagonremovals.co.uk

Phone: 0208 521 8000

Post: Office 56, Millmead Business Centre, Millmead Road, South Tottenham, London, N17 9QU

Privacy Statement