Removal Company Privacy Policy
This Privacy Policy explains how Removal Company collects, uses, stores, and protects your personal data when you use our removal and related services. It applies to all Removal Company customers within our service area, whether you contact us online, by post, or in person. We are committed to complying with the General Data Protection Regulation and all applicable data protection laws.
Data Controller
Removal Company is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed when you use our services.
Personal Data We Collect
We collect only the personal data that is necessary to provide our services, manage our relationship with you, and meet our legal obligations. The types of personal data we may collect include:
Identification and contact details, such as your name, postal address, property addresses for collection and delivery, and preferred contact details.
Service and contract information, such as details of your move, inventory lists, access information for properties, special handling instructions, dates and times of services, and contract documentation.
Billing and payment information, such as billing address, payment status, and information necessary for invoicing and accounting. We do not store full payment card details when payment is taken through secure third-party providers.
Communication records, such as emails, letters, and notes of communications concerning quotes, bookings, complaints, or feedback.
Technical information, when you visit our website, such as IP address, browser type, and basic analytics data that help us understand how our website is used. This may be collected using cookies or similar technologies, where permitted by law.
How We Collect Your Personal Data
We collect personal data directly from you when you request a quote, make a booking, enter into a contract with us, contact us with an enquiry, or provide feedback. We may also receive data from third parties where it is necessary for the performance of our contract with you, for example, from estate agents or other intermediaries you have authorised to share your details.
Lawful Basis for Processing
We process your personal data only where we have a valid legal basis under data protection law. Depending on the context, we may rely on one or more of the following lawful bases:
Contractual necessity. We process your data when it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes providing quotes, booking services, carrying out removals, and managing any aftercare or complaints.
Legitimate interests. We may process your data where it is necessary for our legitimate interests or those of a third party, and these are not overridden by your rights and interests. This includes improving our services, maintaining business records, managing risk, and defending legal claims.
Legal obligations. We process personal data where necessary to comply with our legal and regulatory obligations, such as accounting, tax, and health and safety requirements.
Consent. In limited cases, we may rely on your consent, for example, for certain types of marketing communications where consent is required by law. When we rely on consent, you can withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide removal and related services, including preparing quotes and estimates, planning and carrying out your move, and providing any agreed additional services.
To manage our relationship with you, including handling enquiries, updating you about your booking, dealing with complaints, and providing customer support.
To manage our business operations, including internal administration, accounting, record keeping, quality control, staff training, and service improvement.
To meet legal and regulatory obligations, including for tax, audit, and insurance purposes, and to respond to lawful requests from public authorities.
To protect our rights and interests, including the prevention and detection of fraud or abuse, and the establishment, exercise, or defence of legal claims.
With your consent where required, to send you information about our services that may be of interest to you, and to request feedback to help us improve.
Data Sharing and Processors
We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy. These third parties act as data processors or, in some cases, as independent controllers. We only share the minimum data necessary and require all processors to protect your data in accordance with the law.
Categories of recipients may include:
Service providers, such as IT support, website hosting, secure payment processors, customer relationship management systems, and communication tools.
Operational partners, such as subcontracted removal teams, storage facilities, or specialist service providers required to complete your move.
Professional advisers, such as accountants, auditors, or legal advisers where necessary for advice, compliance, or dispute resolution.
Public authorities, regulators, or law enforcement bodies where we are required to do so by law or where necessary to protect our legal rights.
We do not sell your personal data to third parties. If we are involved in a business transfer or restructuring, your data may be shared with prospective or actual buyers under appropriate confidentiality protections.
International Data Transfers
Where any of our service providers or partners are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data. These safeguards may include adequacy decisions or standard contractual clauses approved by relevant authorities.
Data Retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of data and the context of collection.
In general, we retain contract and invoice information for a number of years after your service has been completed, in line with legal and tax requirements. Correspondence and enquiry records may be kept for a shorter period, unless they form part of a contract or dispute. When personal data is no longer required, we will delete it or anonymise it so that it can no longer be linked to you.
Your Data Protection Rights
Under data protection law, you have a range of rights in relation to your personal data. These are subject to certain conditions and exemptions. You have the right to:
Access your personal data. You can request confirmation that we process your personal data and ask for a copy of the information we hold about you.
Rectification. You can ask us to correct inaccurate or incomplete personal data that we hold about you.
Erasure. In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
Restriction. You can request that we restrict the processing of your personal data in certain situations, such as while we investigate a concern about accuracy or the lawfulness of processing.
Objection. You can object to processing based on our legitimate interests, including profiling, and to direct marketing at any time.
Data portability. Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, machine-readable format and to transmit it to another controller.
Withdraw consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing before consent was withdrawn.
If you wish to exercise any of these rights, we may need to confirm your identity before we can respond to your request. We aim to respond without undue delay and within the time limits set by law.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include access controls, staff training, secure storage, and regular review of our security practices. While we cannot guarantee absolute security, we are committed to maintaining a level of protection that is appropriate to the risk.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. The latest version will apply to all personal data we process and will be made available to you. You should review this Privacy Policy periodically to stay informed about how we protect your personal data.
