Privacy Policy - Removals Roehampton

This Privacy Policy explains how Removals Roehampton collects, uses, stores, shares, and protects personal data in connection with our removals, packing, storage, and related services. It applies to all Removals Roehampton customers in the Roehampton area, including individuals, households, landlords, tenants, estate agents, and business customers who engage our services or communicate with us about a service.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to ensure that data is processed fairly, lawfully, transparently, and only for specified purposes.

1. Personal Data We Collect

We may collect different types of personal data depending on the service requested and how you interact with us. The data we collect may include:

Identity data such as your name, title, and business or household role.
Contact data such as address details, telephone number, and email address.
Service data such as move dates, property access details, inventory notes, packing requirements, and delivery instructions.
Payment data such as billing information, transaction records, and payment confirmation details.
Communication data such as messages, enquiries, complaint records, and service feedback.
Technical data such as basic website or device information if you interact with our digital services.
Special category data only where necessary and in limited circumstances, for example where you voluntarily provide information needed to accommodate access needs or other specific service requirements.

We usually collect data directly from you when you request a quote, book a service, confirm moving details, complete forms, or communicate with us. We may also receive data from third parties acting on your behalf, such as landlords, letting agents, solicitors, storage providers, or business representatives, where this is relevant to the service.

2. How We Use Your Data

We use personal data only for legitimate business and operational purposes connected to our services. These purposes may include:

Providing quotations and confirming bookings.
Managing and delivering removals, packing, loading, transport, and unloading services.
Coordinating access, scheduling, and property information.
Processing payments, invoicing, and account administration.
Handling customer service enquiries, complaints, and service updates.
Maintaining records for business, legal, and tax purposes.
Improving our services, training staff, and assessing service quality.
Meeting legal, insurance, and regulatory obligations.

We do not use personal data for purposes that are incompatible with the reason it was collected. Where we need to use data for a new purpose, we will only do so if we have a lawful basis and, where necessary, additional notice or consent.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Depending on the context, we may rely on one or more of the following:

Contract

We process personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes preparing quotes, managing bookings, carrying out removals, and handling payment arrangements.

Legal Obligation

We may process data where necessary to comply with laws and regulations, including accounting, tax, insurance, record-keeping, and dispute handling requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, fraud prevention, internal reporting, and customer support.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications or where you voluntarily provide special category data that is not otherwise required. Where consent is used, you may withdraw it at any time.

Vital Interests

In rare circumstances, we may process data to protect someone’s vital interests, such as an urgent safety situation.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business and deliver our services. These third parties act as processors when they process data on our behalf and under our instructions.

Examples of processors and other recipients may include:

Payment service providers.
IT, cloud storage, and data hosting providers.
Customer management and booking system providers.
Professional advisers such as accountants, auditors, and legal advisers.
Subcontracted movers or logistics partners when needed to complete a service.
Insurance providers and claims handlers where relevant.
Public authorities, regulators, or law enforcement where required by law.

We require processors to take appropriate security measures and to process personal data only in accordance with our instructions and applicable data protection law. We do not sell personal data.

Where information is shared with independent third parties who determine their own purposes and means of processing, they are responsible for their own privacy practices. We encourage you to review their policies where appropriate.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, contractual, and operational needs. Retention periods may vary depending on the type of data and the nature of the service.

As a general rule:

Quotation and booking records may be retained for a reasonable period after the enquiry or job completion.
Invoicing, payment, and tax records are typically retained for the period required by law.
Complaint, correspondence, and claims records may be kept for longer where needed to resolve disputes or demonstrate compliance.
Data no longer required is securely deleted, anonymised, or archived in line with our retention procedures.

Retention periods are reviewed regularly to ensure they remain appropriate and proportionate.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff training, and contractual safeguards with processors.

Although we take reasonable steps to protect information, no system is completely secure. If a data incident occurs that is likely to result in a risk to your rights and freedoms, we will respond in accordance with our legal obligations.

7. Your Rights

Under data protection law, you have certain rights in relation to your personal data. These rights may be subject to legal limits and exemptions, but we will always assess requests carefully.

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 or incomplete data.
Right to erasure – you can request deletion of your data in certain circumstances.
Right to restrict processing – you can ask us to limit how we use your data in specific situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond within the time limits required by law and may need to verify your identity before acting on the request.

8. International Transfers

Where service providers or systems involve processing outside the UK, we will ensure that appropriate safeguards are in place to protect your personal data. These safeguards may include adequacy regulations or approved contractual protections.

9. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or related service and provided by an adult customer or authorised representative.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

11. Summary of Your Privacy

Removals Roehampton processes personal data fairly and only as needed to deliver services, manage bookings, handle payments, and meet legal obligations. We use lawful bases such as contract, legal obligation, legitimate interests, and consent where appropriate. We share data only with trusted processors and other necessary recipients, keep it only for as long as needed, and protect it with suitable security measures. All customers in the Roehampton area are covered by this policy, and you may exercise your data rights at any time, subject to legal limits.