Our commitment to you

Our website address is: https://www.bigandred.co.uk.

Welcome to Big & Red’s Privacy Policy incorporating the UK data protection legislation of UK GDPR and The Data Protection Act 2018.

  • We are committed to protecting your personal data at all times.
  • We never sell your data to any third parties.
  • We use the lawful basis of legitimate interest when contacting you in relation to obtaining a storage price from us.
  • We adhere to GDPR principles that your data shall be:
    • Processed lawfully, fairly and in a transparent manner;
    • Collected for specific, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes;
    • Adequate, relevant and limited to that which is necessary;
    • Accurate and where necessary, kept up to date;
    • Kept in a form which permits identification of data subjects for no longer than is necessary for the purposes for which the data is processed; and
    • Processed in a manner that ensures appropriate security of the personal data, including protection against unauthorised or unlawful processing and accidental loss, destruction or damage, using appropriate technical or organisational measures.

Introduction and General Terms

Big & Red is committed to protecting you and your family’s personal data when you are using Big & Red services. This Privacy Policy relates to our use of any personal data you provide to us through our website www.bigandred.co.uk. (the Website) and as a customer of Big & Red. In order to provide you with Big & Red services, we may collect and process personal data about you. This privacy policy (Privacy Policy) therefore explains the following:

  • What personal data Big & Red may collect about you;
  • How Big & Red will use the personal data we collect about you;
  • The reason and lawful basis for Big & Red using your personal data;
  • When Big & Red may use your personal data to contact you;
  • Whether Big & Red will disclose your personal data to anyone else;
  • How long Big & Red will retain your personal data;
  • Your rights in respect of the personal data you have provided to Big & Red; and
  • The use of cookies on the Big & Red website and how you can remove these cookies.

As set out above, Big & Red is committed to safeguarding your personal data.

Whenever you provide such information, we are legally obliged to use your information in line with all applicable laws concerning the protection of personal data, including the UK GDPR, the Data Protection Act 2018 and any other UK data portection legislation in force from time to time (referred to collectively in this Privacy Policy as the “data protection laws“).

Please note: The Website contains hyperlinks to other websites owned and operated by third parties. These third party websites have their own privacy policies and may employ their own cookies. We therefore urge you to review the privacy policies of such websites as they will govern the use of cookies on those websites and the use of any personal data you submit whilst visiting these websites. We do not accept any responsibility or liability for the privacy practices of such third party websites and your use of such websites is at your own risk.

What information will Big & Red collect about me?

Here are all of the different ways you can engage with Big & Red and what information we collect about you for each one:

2.1 When obtaining a price for storage

If you are requesting a price through the Big & Red website, in store or over the telephone, we collect the following personal data from you; your title, first name, surname, email address, telephone number and postcode.

We also ask which store you are wishing to receive a price from, the type of customer you are (i.e. a domestic, business or student customer), when you want your storage to start and an approximation of how long you want the storage for. We ask the reason you need storage, for example moving home, decluttering, home improvements etc., and what storage room size you are obtaining a price for.

If you are a business and are requesting a storage price from us, we will also ask you to confirm your relevant business sector and a URL for your business website (if you have one).

2.2 When making a storage reservation

If you are reserving a storage room or office with Big & Red through the website, over the telephone or face to face in store, in addition to the information we have collected from you when obtaining a price (see above paragraph), we also collect your full postal address and ask if you would like extended hours access to your room.

2.3 When moving into storage

When you are about to move into Big & Red as a customer, we require additional personal information about you. This can be provided via our Check-in service or it can be provided in the store on the day of your actual move in.

This personal information includes: Your name, address, photo of you, photo of ID, date of birth, a memorable word, an emergency contact details, direct debit bank details and a summary inventory of what you are storing.

When providing information about an emergency contact / authorised person, we will assume you have obtained their consent to provide their personal data to Big & Red. Please note any personal data supplied about your emergency contact / authorised person will not be used for direct marketing purposes or shared/sold to third parties.

2.4 Website information

Big & Red also uses cookies (see paragraph 14 below for details) and will process your IP address when you navigate the Website (an IP address is a number that can uniquely identify a specific computer or other network device on the internet). We use analysis software to look at IP addresses and cookies for the purpose of enhancing your user experience. This information is not used to develop a personal profile of you.

2.5 Telephone Call Recording

We have a telephone system linked to our Customer Support Centre that is capable of recording conversations. Like many other organisations, this is a standard practice that allows the recording of telephone calls for quality monitoring, training, compliance and security purposes. These recordings will only be used for the purposes specified in this policy.

Calls received may be recorded by Big & Red and will be retained for a period of twelve months. External calls made by employees of the business may be recorded by Big & Red. We shall ensure that the use of these recordings is fair and that we comply with the requirements of the relevant legislation.

Under normal circumstances a call will not be retrieved or monitored unless:

  • It is necessary to investigate a complaint;
  • It is part of a management ‘spot check’ that customer service standards are being met;
  • It is necessary to check compliance with regulatory procedures; or
  • It will aid standards in call handling through use in training and coaching our staff.

We do not record any part of a conversation that includes discussing customers payment and bank account details.  In addition, if it becomes clear that a communication is private or the person making the call says that they do not wish to have their call recorded, the call recording will be stopped.

How will Big & Red use my personal data?

Big & Red will use your personal information for the following purposes:

3.1 When requesting an online price for self storage and obtaining services in relation to that price:

  • to match your requirements;
  • to provide you with an online price and prices of similar rooms (if applicable)
  • to provide you with an automatic copy of the price by email;
  • to contact you by telephone in order to discuss the price;
  • to provide you with additional information in relation to your price (including by way of up to two follow up emails and four follow up telephone calls);
  • to invite you to complete an online survey in relation to your experience when using Big & Red;
  • for compliance with legal, regulatory and other good governance obligations; and
  • for administrative and any similar related purposes, including to ensure we have a record of your price (which will be held in accordance with the data retention periods noted in paragraph 11 of this Policy), should you chose to order services at a later date.

3.2 When obtaining services following receipt of a price:

  • to provide the requested services to you and receive payment for those services;
  • to send you a reservation email and other details necessary for the services requested;
  • to contact you by telephone to confirm any reservations made and to discuss the next steps
  • to keep a record of your emergency/alternative contacts so that they can be contacted in accordance with paragraph 7, below;
  • to provide a price for contents protection for your goods in self storage
  • to email you a copy of the Guide to Self Storage and Customer License at move-in
  • to keep a record of your marketing preferences
  • to provide information in relation to similar services (including promotions and offers), unless you have opted out of receiving such information (see paragraph 8, below);
  • for compliance with legal, regulatory and other good governance obligations;
  • for administrative and any similar related purposes, or where we have a legal right or duty to use or disclose your information (including for crime and fraud prevention and related purposes).

3.3 When finalising your Move-out:

  • to email you a notice to move out confirmation (this confirms your move out date) and instructions on the move out procedure
  • to email you a final invoice and process any refund due

3.4 When collecting feedback on your Big & Red experience:

  • to email you a Big & Red customer survey if you have either enquired but not moved in, have moved in and when you move out.
  • to post your customer review on the Big & Red website from the customer survey but only if you have provided permission via the customer survey for this to happen.
  • to use your feedback to improve our services
  • to contact you, on your request in regards to your user experience expressed through these surveys

3.5 When contacting Big & Red via our Customer Feedback form on our Website

  • to deal with any questions, comments or complaints you may have;
  • to retain a record of the communications for administrative purposes, including to assist you with any ongoing or future concerns.

3.6 When signing up to receive Big & Red promotional material.

  • Big & Red may wish to provide you with information about new products, services, promotions, offers, lifestyle features and competitions which may be of interest to you.
  • We will only contact you on this basis if you have opted in to receive additional marketing information from us.
  • You can exercise your right to prevent such processing by either not opting in to receive such communications or by unsubscribing from the emails after you have opted in.

3.7 When signing a visitor into one of our stores.

  • We ask for your name, company (if applicable), vehicle registration number, time in, time out and date of visit.
  • Confidentiality of the information is obtained by the inclusion of a security sheet to restrict viewing by anyone else.

3.8 When receiving and signing for a delivery for one of our customers in store.

  • This will only be limited to the customer’s name and storage unit number and will be deleted after 12 months.

3.9 When using the Website generally:

  • IP addresses are used to identify your location, the number of visits from different countries and also to block disruptive use;
  • to analyse and improve the services offered on the Website e.g. to provide you with the most user-friendly navigation experience; and
  • if you post or send offensive, inappropriate or objectionable content anywhere on or to the Website, or otherwise engage in any disruptive behaviour on bigandred.co.uk, Big & Red may use your personal information to stop such behaviour and, where Big & Red reasonably believes that you are or may be in breach of any of the laws of England or Wales (e.g. because content you have posted may be defamatory), Big & Red may use your personal information to inform relevant third parties, including law enforcement agencies about the content and your behaviour.
  • Inappropriate content within customer reviews will not be displayed on the Big & Red website. This includes: off topic reviews not related to the service provided, content that contains links to other websites, email addresses and telephone numbers, content that contains obscene, profane or offensive language, hate speech or any content that discriminates or is offensive to individuals or groups based on race, ethnic origin, religion, disability, gender, age, nationality, sexual orientation or gender identity.
  • This list of processing activities and the personal data we process, may be updated from time to time. Where Big & Red proposes using your personal information for any other uses we will ensure that we notify you first.

3.10 When being updated of a new access code

  • The customer will be sent a text message or email confirming their access code, as and when it is changed.

Do I have a right to complain about the processing of my personal data by Big & Red

Yes. If you would like to ask any questions or raise any concerns with the way in which Big & Red processes your personal data or complies with your legal rights under the data protection laws, please contact us by emailing us.

If you are dissatisfied with the outcome of your complaint you have the right to lodge a complaint with the UKs Information Commissioners Office directly.

Not all answers are mandatory, however the more information you are happy to provide the easier it will be for us to manage your request or query.

Cookies Policy – Information the Big & Red website collects from you

What is a cookie?

A cookie is a small amount of data, which often includes a unique identifier that is sent to your computer or mobile phone (referred to here as a “device”) browser from a website’s computer and is stored on your device’s hard drive. Each website can send its own cookie to your browser if your browser’s preferences allow it, but (to protect your privacy) your browser only permits a website to access the cookies it has already sent to you, not the cookies sent to you by other sites. Many sites do this whenever a user visits their website in order to track online traffic flows.

Cookies record information about your online preferences and allow us to tailor the Websites to your interests. Users have the opportunity to set their devices to accept all cookies, to notify them when a cookie is issued, or not to receive cookies at any time. The last of these means that certain personalised services cannot then be provided to that user and accordingly you may not be able to take full advantage of all of the Website features. Each browser is different, so check the “Help” menu of your browser to learn how to change your cookie preferences. During the course of any visit to bigandred.co.uk, the pages you see, along with a cookie, are downloaded to your device. Many websites do this, because cookies enable website publishers to do useful things like find out whether the device (and probably its user) has visited the website before. This is done on a repeat visit by checking to see, and finding, the cookie left there on the last visit.

This Privacy Policy was last updated on 19th June 2026.