Privacy Policy

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

• what personal data Big Yellow may collect about you;
• how Big Yellow will use the personal data we collect about you;
• the reason and lawful basis for Big Yellow using your personal data;
• when Big Yellow may use your personal data to contact you;
• whether Big Yellow will disclose your personal data to anyone else;
• how long Big Yellow will retain your personal data;
• your rights in respect of the personal data you have provided to Big Yellow; and
• the use of cookies on the Big Yellow website and how you can remove these cookies.

As set out above, Big Yellow 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.

Here are all of the different ways you can engage with Big Yellow 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 Yellow 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 Yellow 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, a flexi office or a vehicle parking space

When you are about to move into Big Yellow as a customer, we require additional personal information about you. This can be provided via our Check-in Online 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 Yellow. 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.

When you move in to your storage at Big Yellow, if you haven't already done so through Check-in Online, we will take a photograph of you (similar to a passport photograph). This information is stored on your customer record and is used for security reasons, so we can identify you and keep proof on record that your photo identity provided separately matches the actual photo we take of you.

We may also ask you at move in, or when you Check-in Online, if you would like to make a donation to the Big Yellow Charitable Foundation (which supports charities that help vulnerable people lead brighter lives).

This voluntary donation is recorded on your customer record.

2.4 When moving out of your storage room

The only additional information we ask for when you move out from Big Yellow, is your reason for leaving.

2.5 When buying packing materials through our online Box Shop

If you buy packing materials from Big Yellow, you can do this in store or online through our online Box Shop

If you use our online Box Shop, you can choose to have the products delivered to your home or collect them from your nearest Big Yellow store with our Click&Collect service.

For home delivery, we collect the following details online from you in order to process and deliver your order; Your title, first name, surname, email, telephone number, postcode and postal address. We also ask you online if the delivery address is the same as the cardholder paying for the items and for any special delivery instructions.

The website also collects your payment card details, although this service is provided by third parties.

These third parties ask for your name, type of payment card, the card number, the card expiry date and the card’s CVC security number. These payment details are not stored with Big Yellow.

For Click&Collect, we collect the following details online from you in order to process your order; your postcode, so we can show you the nearest Big Yellow store from which you can pick up your order, the store you wish to collect the items from, your title, first name, surname, email address and telephone number. Payment is then made in the store when you collect your item(s).

2.6 When using our LIVE CHAT service

In order to use our Live Chat service on our websites, we ask for a name.  We also record the transcript of the chat conversation and if you would like to receive a copy for your own records we will ask you to provide an email address when you close the chat window.

2.7 Feedback Form on the Big Yellow Website

When submitting feedback to Big Yellow through the website, our online feedback form asks for the following personal data; first name, surname, email and an optional telephone number. There is also a field to write the feedback.

2.8 When completing a customer feedback survey

Customer feedback surveys are sent via email to our customers who have just moved in to self storage, just moved out of self storage, or who obtained a price from us but chose not to move in. Filling out these surveys is completely optional.

We use this feedback to help improve our service offering and the questions are therefore based on the user experience with the website, the store and store teams. Your full name and email address are the only personally identifiable pieces if data that are used to email out the feedback surveys. The only other personal information collected about you, should you choose to complete these surveys, is gender and age.

2.9 Website information

Big Yellow 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.

2.10 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 Yellow and will be retained for a period of twelve months. External calls made by employees of the business may be recorded by Big Yellow. 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.

2.11 From Third-Party Flexi-Office Brokers

If you have provided your contact details to a Third-Party Flexi-Office Broker because you are interested in Flexi-Office space, they may pass your details to Big Yellow as part of your agreement with them. These details include the following personal data; title, first name, surname, name of business, telephone number, email address, post code, and the size of office you require.

2.12 From a current customer for Recommend a friend discount

If you have provided your contact details to one of our current customers and have an interest in self storage, they may pass your details to Big Yellow as part of our refer a friend scheme. These details may include the following personal data; title, first name, surname, telephone number, and email address.

2.13 When completing a job application or registering an interest in working for us

When applying for a job we will share your details with a Third Party recruitment portal as part of your application process or when registering an interest in working for Big Yellow / Armadillo.  These details may include name, email or any other information usually included on a CV.

Big Yellow will use your personal information for the following purposes:

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

• to locate your nearest store, matching your requirements;
• to provide you with an online price and prices of similar rooms at nearby stores (if applicable)
• to provide you with an automatic copy of the price by email;
• to provide you with an automatic copy of the price by text message (if a mobile is used to get a quote)
• 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, up to two follow up text messages and four follow up telephone calls);
• to invite you to complete an online survey in relation to your experience when using Big Yellow;
• 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 generate a customer number and an online account so that you can Check-in Online;
• to call, email and text a reserved customer to remind them to Check-in Online
• to keep a record of your emergency/alternative contacts so that they can be contacted in accordance with paragraph 7, below;
• to keep a record of any information received via Check-in Online
• to provide a price for contents protection for your goods in self storage and/or flexi office rental
• to email you a copy of the Guide to Self Storage (or Vehicle Parking / Flexi Offices) and Customer License at move-in (or Vehicle Parking License)
• 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 Yellow experience:

• to email you a Big Yellow 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 Yellow 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 servicing any Box Shop orders

• to email you a confirmation of your online order for home delivery or for Click&Collect
• to deliver your order or to have it waiting for you in store if you Click&Collect
• to call to inform you of any problems or stock issues with your Box Shop orders and to arrange suitable alternatives

3.6 When contacting Big Yellow via our “Live Chat” service on our Website

• to deal with any questions, comments or complaints you may have;
• to email you a transcript of the Live Chat with our Customer Support Centre but only if you request it

3.7 When contacting Big Yellow 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.

3.8 When requesting we recommend local removal companies to you

• Only with your consent, we will pass on your name, email and/or phone number, to one of our recommended removal companies the stores work with, who will contact you in regards to removal services.

3.9 When signing up to receive Big Yellow promotional material.

• Big Yellow 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.

3.10 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.

3.11 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.

3.12 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 bigyellow.co.uk, Big Yellow may use your personal information to stop such behaviour and, where Big Yellow 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 Yellow 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 Yellow 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 Yellow proposes using your personal information for any other uses we will ensure that we notify you first.

3.11 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.

In addition to the above, we may convert your personal data into statistical or aggregated data in such a way as to ensure that you are not identified or identifiable from that data. We may use or share this anonymised aggregated data to conduct market research and analysis, including to produce statistical research and reports. For example, we may produce reports on which of our products and services are most popular.

Except as described below, we process your personal data where it is necessary for Big Yellow's legitimate interests provided those interests are not overidden by your rights or freedoms. 

We rely on legitimate interests when following up with enquirers because many people need practical advice to choose the right storage size and complete their enquiry.  We keep this contact proportionate, time limited and relevant to the enquiry. 

4.1 78% of people have never used self storage before. (source: Big Yellow commissioned YouGov survey April 2024)

4.2 As a consequence they misunderstand how much storage space they need to rent. For example, few people know what a 50 sq foot room looks like and how to use that space effectively.

4.3 Our YouGov commissioned survey April 2024 to 4,825 respondents revealed that 82% of people surveyed said they would find it helpful to have some professional advice in order to estimate the correct amount of self storage space needed for their personal possessions. (source: Big Yellow commissioned YouGov survey April 2024)

4.4 In fact, 52% of our customers between July 2020 and June 2023, moved into a different room size than they originally selected online to be quoted for, illustrating the need for professional advice on room size and space selection. (source: Big Yellow)

4.5 Enquirers will often pick a storage unit size too large for their requirements, therefore incurring them unnecessary additional costs, or too small for their requirements therefore incurring additional inconvenience on their move in day. Enquirers do not think about the height of the storage unit or how to pack and stack up a storage room efficiently.

4.6 Many people use self storage when they are going through key events in their lives. These are often stressful events such as moving home, divorce and separation, dealing with bereavement, starting a business, having building work or home improvements. We understand this and do not wish for our customers to have additional stress by arriving at the storage unit to find their room is not the right size.

4.7 Speaking with the potential customer at enquiry stage to understand their storage needs and make recommendations on the best storage size is therefore in the legitimate interest of our enquirers.

4.8 This is supported by ensuring our follow up contact is proportional and limited for a short period of time.

4.9 No personal data collected is ever used for any ongoing direct marketing by Big Yellow outside of the limited time after a self storage enquiry has been made. Personal data is never exchanged or sold to third parties.

4.10 Our excellent customer feedback also highlights the benefit for us and our customers to understand the individual customer’s situation and help us make their lives easier.

- Independent review provider TrustPilot reviews currently score 4.7 out of 5 based on 3,836 reviews. (as of 29 June 2023)

- over 19,000 Google reviews averaging 4.7 out of 5 as of 31st March 2023

- Our own internal customer feedback reviews currently average 4.8 out of 5 from 45,390 reviews (as of 10th May 2023)

- Our current Net Promoter Score from moved in customers is 78.9 out of 100 (source: Big Yellow Customer Surveys for year ending March 2023)

When we have a contract with you for services, some processing of your personal data (for example, ensuring that you receive the service) may also be on the lawful basis that it is necessary to comply with our contractual obligations to you, in respect of those services.

Where we send certain marketing communications to you (please see section 8, below), we are required to obtain your consent.

Should you choose to withhold or withdraw your consent, Big Yellow will not process the affected personal data.

Finally, processing for administrative and record keeping purposes is based on our legitimate interests but may also be necessary to comply with legal obligations under UK law.

Big Yellow applies appropriate technical and organisational measures to protect your data against unauthorised or unlawful processing and against accidental loss or destruction of, or damage to, personal data and to comply with the data protection laws. These procedures include that we shall permit only authorised employees, who are trained in the proper handling of customer information, to have access to that information. Employees who violate our Privacy Policy are subject to our usual disciplinary procedures.

Our customer feedback company, should you decide to complete an online survey uses passwords, encryption, authentication, network authentication, access control list and physical storage protection to protect any voluntary data they collect on you.

See section 11, How long will Big Yellow keep my personal information? for more details on when personal data is deleted.

Big Yellow may contact you:

• In relation to an online price (as described in Section 3)
• In relation to the provision of any service you have signed up for, in order to ensure that Big Yellow can deliver the services to you e.g. reserving a storage unit
• To update you on your access code details
• In relation to moving out of your storage room, when you give notice and arranging your refund
• Through regular emailed invoices
• Where you have opted-in to receive specific marketing correspondence (see Section 8)
• To invite you to participate in customer feedback surveys about Big Yellow services (participation is always voluntary);
• We might also contact you in response to customer feedback you have presented to us via our customer feedback form. This could be as a response to a complaint, issue or feedback on our service.
• In relation to our customer surveys where you have requested us to contact you as a response to a complaint, an issue or feedback on our service.

Big Yellow may contact your emergency/alternative contacts:

• Where you have purchased services from Big Yellow and you cannot be contacted at the details provided by you in respect of those services (for example where the storage period has expired but you have not reclaimed your items from self storage); and/or
• Where you have appointed us to disclose, discuss and provide access to your account details to deal with (as your agent), persons authorised by you in writing or otherwise identified by you to us as your alternative contact person(s), in accordance with, and to the extent of, your instructions.
• In providing emergency/alternative contact details, it is the customer’s responsibility to inform those individuals they are doing so. This is made clear to the customer at the point that any emergency/alternative contact details are asked for either through our Check-In online process or face to face in the store.

• Big Yellow may wish to provide you with information by email about new products, services, promotions, offers, lifestyle features and competitions which may be of interest to you. These communications will only ever be sent with your consent, which we obtain at the point you actually move in. Therefore should you not become a customer of Big Yellow, you will not receive any marketing communications from us.
• You can of course choose not to receive direct marketing communications or opt-out/unsubscribe at any time by following the instructions contained in any marketing emails or text messages received.
• Marketing communications are separate from factual communications relating to services you receive or request, including follow up calls, emails or text messages about your price request. These factual communications are sent where they are necessary for our legitimate interests.

Some third parties process personal data only on Big Yellow's instructions as processors.  Others may act as independent controllers for their own services, such as payment providers, ID authentication portals, live chat providers, google, guest WiFi providers or recruitment portals.  Where this applies they are responsible for explaining for how they use any personal data they collect.

Big Yellow may also transfer your personal data to a third party (where lawful to do so) in relation to any sale or restructuring of our business.

These third party companies include:

ID Authentication

We use a third party provider who specialise in ID verification who will ask for you to upload a photo of your ID alongside a liveness photo as part of our move in process and contract.

Storage Access App

We use a third-party app to provide secure access to our site, including external gates, lifts, and internal doors. Customers wishing to use this service must download the app and activate their account using a registration code sent by us via text message. Use of the app requires the customer’s full name, phone number, and email address. Customers may grant app access to authorised individuals for the purpose of entering their storage room; however, the customer remains solely responsible for ensuring that any authorised individual has given all necessary consent to the collection and use of their personal data.

Customer Survey Companies

• A customer feedback company who send feedback surveys via email to our customers who have just moved in to a storage unit, just moved out of a storage unit, or who obtained a storage price from us, but chose not to move in to storage. We share the email address and the full name of the customer or prospect to send the customer survey to. Filling out these surveys is optional.
• Any information obtained by a customer filling in a survey is anonymous, unless the customer chooses to add their name.
• Any feedback from the surveys that is then published as “customer reviews” on the Big Yellow website is only published with the express consent of the customer which they give within the online survey itself. Publishing the customer’s name or a nickname is also optional and at the discretion of the customer.
• Any feedback published on the Big Yellow website is subject to our reasonable standards of decency. Big Yellow reserve the right not to publish a customer review through these surveys onto the Big Yellow website if they feel these decency standards are not met. These decency standards are outlined in the section “How will Big Yellow use my personal data?”
• Any customer who has given consent for their review to be published may also have their review removed by emailing dataprotection@bigyellow.co.uk and submitting a request to do so. Details of the review and the reviewer will be deleted by Big Yellow within a month of receiving the request.

Email services provider

• For any customers who have opted in to receive marketing communications from Big Yellow, their email address, first name and surname are transferred securely to our third party email provider who send the Big Yellow marketing emails on our behalf. 
• All of these emails contain an Unsubscribe link, allowing the recipient to unsubscribe from any future marketing. Customer requests for unsubscribing are fed back into the Big Yellow database to ensure the customer record is then deleted and the recipient receives no further communications.

Instant Messaging Platforms

Big Yellow customers can use several providers to access our Live Chat function. Some of these providers may process your data in jurisdictions other than the UK in their capacity as an independent data controller. We therefore, recommend that you review their own privacy policy.

Auction Houses & Intermediaries for the Sale of Goods

Should a customer become delinquent (failure to pay their invoices) and after our required reasonable time period, we are liable to retrieve the storage costs, in accordance with our Customer License and may pass the delinquent customer’s possessions onto an auction house. This can also apply to the auctioning of Flexi Office contents and abandoned vehicles.

Collection of Debt

In the unfortunate situation where we need to enlist a debt collection agency on our behalf, we will pass on any personal information that will assist with the recovery of your debt.

Online payment companies

When we collect online payments from you for self storage or for online purchases through our online Box Shop, we use a third party payment system. This payment system will collect the following information from you; first name, surname, email address, phone number, IP address, postal address, postcode, credit card/debit card details. 

Recommended Removal Companies

Only with your request and consent do we pass on your name, email and/or phone number, to one of our recommended removal companies our stores work with, who will contact you in regard to removal services.

Delivery Companies to Service Box Shop orders

For any customer who has purchased packing materials online through our Box Shop and has requested they be home delivered, we will pass on your name, address and telephone number to the delivery companies to fulfil your order. We will confirm the details of the delivery company in your emailed order confirmation and the delivery company will confirm to you when the order has been dispatched and what the tracking order ID number is.

Guest WiFi

At some locations we are introducing guest Wifi.  Customers wishing to use this service will need to set up an account with the specific provider by providing your name and email address.

Recruitment Portal

We use a Third Party portal to manage live vacancies and applications.

Live chat AI Bot

We use a third-party automated chat assistant based strictly on our website's existing content (this is not generative AI).

You can switch to a live team member at any time during our opening hours, at which point you will be asked for your first name. If you request a live agent outside of our opening hours, the system will ask for your full name and a phone number or email address so we can get back to you on the next working day.
 

Customer Insight & Marketing

We may pass some information to third party data processors (such as Google) to reduce customer exposure to unnecessary marketing from Big Yellow and to assist with tracking the results from our marketing activity. Information is hashed to encrypt it before being shared.

Google Analytics uses cookies for website tracking allowing us to measure and improve the website experience. Google Analytics will associate the visitation information that it collects from bigyellow.co.uk with Google information from accounts of signed-in users who have consented to this association. This Google information may include user location, search history, YouTube history and data from sites that partner with Google – and is used to provide aggregated and anonymised insights into cross device behaviours. Users can manage permissions and associated data at Google My Activity (https://myactivity.google.com/myactivity).

Big Yellow does not process any personal data in jurisdictions other than the UK. However, some of our service providers may (from time to time) hold personal data on data centres located in other jurisdictions or otherwise rely on sub-contractors located in other jurisdictions. If your personal data is to be transferred from within the UK to outside the UK, we will only make that transfer if:

• the country to which the personal data is to be transferred ensures an adequate level of protection for personal data (an adequacy agreement is in place between the countries);
• we have put appropriate safeguards in place such as the UK international data transfer agreement, the UK addendum to EU standard contractual clauses or another lawful transfer mechanism;
• the transfer is necessary for one of the reasons specified in data protection legislation, such as the performance of a contract between us and you; or
• you explicitly consent to the transfer.

Our customer feedback survey company holds your email address and full name on their servers which are based in the U.S. Our email services provider company, who only service our marketing emails (not our enquiry follow up emails) utilises email distribution software whose servers also sit in the U.S. This will include the recipients’ email address, first name and surname and in some cases the store name where the customer is based. This is only relevant for those who have consented to receive such marketing communications.

Your personal data will not be kept for longer than is necessary to fulfil the specific purposes outlined in this Privacy Policy, and to allow us to comply with our legal requirements.

Any data we do hold onto will be anonymous. Any personally identifiable information such as your name, address, date of birth and telephone number will be deleted after a defined period.

The rest of the data is therefore anonymous and will be used to analyse general market and website trends but without an identifiable personal information.

For avoidance of doubt, here are the data retention periods for each of the circumstances where we would hold personal data:

11.1 When requesting a self storage price (or Flexi office or vehicle parking price)

If you have requested an online storage price from us or over the telephone or in store, and we have created an enquirer record of you, we will delete your personal data 12 months after the date of your last contact with us.

11.2 When reserving storage (but you don’t take up storage)

If you have reserved storage space with us, but never actually took it up, we will keep your personal data for 12 months from the date of your reservation.

11.3 When moving in and becoming a storage customer

If you moved in to a self storage unit, regardless of what period of time you moved in for, we will keep your personal data for the entire period you are a customer.

11.4 When moving out and becoming an ex-customer

We will keep your details for up to 7 years after you move out of our storage. Some personal information will be deleted earlier than this. If you would like to request to see our full retention policy please email us at dataprotection@bigyellow.co.uk

11.5 Box Shop customers

All of your personal, identifiable information will be deleted 12 months from our customer database after the date the order was placed. Your name and address may still appear on archived invoices and credit notes issued and payments received and will be kept for seven years after the date of your purchase, which is compliant with HMRC requirements other statutory authorities. After which time all personal identifiable information on these records will be anonymised.

11.6 Customer Feedback Form

Any personal identifiable information you have submitted on the customer feedback form, will be held for 12 months before being deleted.

11.7 Customer Feedback Surveys

Any personal identifiable information submitted when providing a customer review through our customer feedback survey company and which is limited to full name and email, will be deleted after 12 months.

Any written customer reviews that the customer has given permission to be published on the Big Yellow website will remain on the Big Yellow website unless the individual requests they are removed. The customer can do this by emailing dataprotection@bigyellow.co.uk with their details and the review will be deleted.

11.8 Live Chat

Your name, email address (if given) and the transcript of the conversation will be held for 12 months and then be deleted.

11.9 Retention for delinquent customers

A delinquent customer is one who has an outstanding payment with Big Yellow and who may no longer be able to be contacted. We will retain the personal data of delinquent customers for 10 years.

11.10 Retention in case of legal claims

We may retain your personal data for the period in which you might legally bring claims against us (in the UK this means we will retain it for 7 years) if and to the extent this is relevant; and

11.11 Retention in case of compensation claims

We may retain your personal data for the period in which you might legally bring claims against us (in the UK this means we will retain it for 7 years) if and to the extent this is relevant.

11.12 Retention in accordance with legal and regulatory requirements

We will consider whether we need to retain your personal data after the period of retention in the case of claims (above) because of a legal or regulatory requirement. Some or all of these criteria may be relevant to retention of your personal data collected in connection with our products and services.

11.13 Retention of customers who have opted in to receive marketing communications

We will delete all personal details including email addresses of customers who have opted in to receive ongoing marketing communications from Big Yellow after 10 years from the date they opted in, and who haven’t unsubscribed from such communications in that time frame.

11.14 Store visitor records

Any visitors to our stores who sign in will have their details deleted after 12 months.

11.15 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 room number and will be deleted after 12 months.

If you would like further information about our data retention practices please contact us.

You have the right to request access to your personal data Big Yellow holds about you. To comply with such a request you will need to submit a Data Subject Access Request (DSAR). We may require you to prove your identity.  We will respond within one month, unless the law allows us to extend this period.

As well as the right to access the personal data Big Yellow holds about you, you have a number of other rights in respect of your personal data under the data protection laws. These may include (as relevant):

• the right to rectification, including to require us to correct inaccurate personal data;
• the right to request restriction of processing concerning you or to object to processing of your personal data;
• the right to request the erasure of your personal data where it is no longer necessary for us to retain it;
• the right to data portability including to obtain personal data in a commonly used machine readable format in certain circumstances such as where our processing of it is based on a consent;
• the right to object to automated decision making including profiling (if any) that has a legal or significant effect on you as an individual;
• where you have an option to provide us with your personal data or not in connection with your use of our Website or in connection with any of our products or services, you have the right to be informed about the possible consequences of not giving it to us; and
• the right to withdraw your consent to any processing for which you have previously given that consent.

Should you wish to exercise any of your rights (or if you have questions about your rights), please complete the webform in section 16.

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

If you are dissatisfied with the outcome of your complaint you have the right to lodge a complaint with the UK’s Information Commissioner’s 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.

Data Protection 
Big Yellow Group PLC 
1 The Deans 
Bridge Road 
Bagshot 
Surrey 
GU19 5AT

Or email us at dataprotection@bigyellow.co.uk

We have installed CCTV in all of our storage premises covering both internal areas & the exteriors of the buildings, including car parks. This is for the purpose of staff and public safety, building security, crime prevention/detection & for the security of our premises and our customers’ possessions. We consider CCTV is a key selling point for self storage.

We have CCTV monitors in our store receptions which relay CCTV feeds from around the store. These monitors can be viewed by anyone in the store reception areas including Big Yellow store employees, visitors and customers. In accordance with the ICO CCTV Guide, we ensure the CCTV pictures are appropriately zoomed out so that individuals cannot be identified.

The resolution on the images is generally not high enough to clearly identify individuals in areas outside the reception area, more a case of alerting staff that there is something untoward going on which would lead the staff to go and investigate and showing the customers/prospects that this is what they are doing.

Customers and potential customers like to see the images on display to back up the assertions that the storage facility is being monitored by CCTV.

CCTV privacy notices are on display in the reception areas and other locations of the building and perimeter fencing and gates alerting people to the fact that CCTV is in use throughout the building. These signs provide details of who to contact for further information about the scheme.

Images captured on CCTV will not be kept for longer than necessary, typically this is up to 60 days and is then automatically overwritten. However on occasions there may be a need to keep images for longer, for example where an incident is being investigated.

CCTV footage is stored within Big Yellow / Armadillo and can be viewed/reviewed by the following:-

1. Store staff may view CCTV only within their own store location
2. Specified head office staff may access CCTV for any store
3. Our external security company may access any store’s CCTV
4. Our CCTV maintenance company

You have the right to view CCTV images of yourself which can be actioned by placing a Data Subject Access Request (DSAR) directly with the store. We will only disclose images to other authorised bodies for the purposes stated above i.e. to aid a police investigation.  

As technology advances we may trial new surveillance technologies in some stores, but only where this is lawful, necessary and proportionate. If any trial involved facial recognition, AI, enabled monitoring or live audio feeds we would complete appropriate assessments, provide clear notices and apply suitable safeguards before use. We do not record audio feeds and do not currently collect biometric data. These technologies would be monitored by our off site out of hours security company.  

We operate all CCTV and disclose in accordance with the codes of practice issued by the Information Commissioner and the Home Office.

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 Big Yellow.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.

For information on why Big Yellow uses cookies and a full list of all cookies used on the Big Yellow website, please see our full Cookies Policy.