London Removal Privacy Policy
This Privacy Policy explains how London Removal collects, uses, stores and shares personal data relating to customers and prospective customers in the London area. It is intended to help you understand what information we process, the lawful bases we rely on, how long we keep data, and the rights you have under data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018.
Scope of this Privacy Policy
This Privacy Policy applies to all London Removal customers and potential customers located in the London area who contact us, request quotations, book services, or otherwise interact with us in relation to our removal and associated services. By using our services or providing your personal data, you acknowledge that you have read and understood this Privacy Policy.
Personal Data We Collect
We only collect personal data that is necessary for the purposes described in this Privacy Policy. The types of personal data we may collect include:
Identification and contact details: name, title, postal address, service address, email address, and other contact details you choose to provide.
Service and booking details: information about the property you are moving from and to, access information, parking and logistics details, inventory of items to be moved where relevant, preferred dates and times, and any specific instructions you give us.
Communication information: records of communications with you, including the content and date of enquiries, quotes, bookings, complaints or feedback provided via phone, online forms or other communication channels.
Payment and transaction data: details related to payments for our services, such as amount, date and method of payment. We do not store full payment card details where payments are processed through external payment providers who operate their own secure systems.
Technical and usage data: basic technical data that may be collected when you visit our website, such as IP address, browser type, approximate location, and information about how you interact with our website. This helps us administer and improve our online services.
How We Collect Personal Data
We collect personal data directly from you when you contact us for a quotation, make a booking, request a service, or communicate with us by phone, in writing or online. We may also collect data when you visit our website, complete online forms, or respond to surveys or feedback requests relating to our services.
In some cases, we may receive personal data indirectly where a third party arranges a removal service on your behalf, such as a relative, employer, landlord or letting agent. In these circumstances we rely on the third party to confirm that they have authority to share your personal data with us.
Lawful Bases for Processing
We process personal data only where we have a lawful basis under UK data protection law. Depending on the context, we may rely on one or more of the following lawful bases:
Contract: we process your personal data where it is necessary to provide you with quotations, to enter into a contract with you, and to perform our contractual obligations. For example, we need your contact and address details to plan and carry out your removal.
Legitimate interests: we may process personal data where it is necessary for our legitimate business interests, and where these interests are not overridden by your rights and freedoms. This includes improving our services, managing our business operations, responding to enquiries, and maintaining records of previous services.
Legal obligations: we may process personal data where necessary to comply with legal or regulatory requirements, such as tax and accounting rules, record keeping obligations and responding to lawful requests from authorities.
Consent: in limited cases, we may rely on your consent, for example where you choose to receive certain types of optional marketing communications. You can withdraw your consent at any time as explained below.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide quotations and estimates for removal and related services you request.
To plan, manage and deliver removal services, including scheduling crews, vehicles and resources, and communicating with you about timings and instructions.
To manage our relationship with you, including handling enquiries, feedback, and any complaints or disputes.
To process payments, manage invoices and maintain accurate financial and service records.
To improve our services, operations and customer experience, including through internal analysis and staff training.
To comply with legal, regulatory and insurance obligations and to protect our rights, property and safety and those of our staff, customers and others.
Data Retention
We keep personal data only for as long as is reasonably necessary for the purposes described in this Privacy Policy and to meet any legal, regulatory, tax, accounting or reporting requirements. The exact retention period depends on the type of data and the purpose for which it was collected.
In general, we retain customer records relating to bookings and services for a number of years after the end of the service relationship, in line with limitations periods for potential legal claims and applicable accounting rules. At the end of the relevant retention period, we will securely delete or anonymise personal data so that it can no longer be associated with you.
Disclosure to Third Party Processors
We may share your personal data with carefully selected third parties who act as data processors on our behalf. These third parties are only permitted to process your personal data in accordance with our instructions and for the purposes described in this Privacy Policy. They are required to implement appropriate security measures and to protect your data in line with applicable laws.
Categories of processors we may use include:
IT and hosting providers that support our business systems, data storage and website.
Payment processors and financial service providers that handle transactions on our behalf.
Professional advisers such as accountants, auditors or legal advisers who assist us in fulfilling our legal and regulatory obligations.
Operational partners where necessary for service delivery, for example subcontractors or logistics support, solely to the extent required to carry out the agreed services.
We do not sell your personal data to third parties. Where we are legally required to do so, we may disclose personal data to public authorities, regulators or law enforcement agencies.
International Data Transfers
Our services are primarily provided within the London area and the United Kingdom. If we transfer personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your data, such as using approved standard contractual clauses or transferring data to countries that have been recognised as providing an adequate level of data protection.
Data Security
We take the security of personal data seriously and use appropriate technical and organisational measures to protect it against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include restricted access to personal data, secure storage and handling procedures, and staff training on data protection. While we strive to protect your information, no system can be completely secure and we cannot guarantee absolute security of data transmitted to or by us.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These may include:
The right of access: you can request confirmation of whether we process your personal data and obtain a copy of that data together with certain information about how it is used.
The right to rectification: you can ask us to correct inaccurate or incomplete personal data we hold about you.
The right to erasure: in certain circumstances you can request that we 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.
The right to restriction of processing: you can ask us to restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection you have raised.
The right to object: you can object to our processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms or where processing is required for legal claims.
The right to data portability: where our 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 and machine readable format and to request that we transfer it to another controller where technically feasible.
You also have the right to withdraw consent at any time where we rely on consent as the lawful basis for processing. Withdrawal of consent does not affect the lawfulness of processing that took place before consent was withdrawn.
How to Exercise Your Rights and Complaints
If you wish to exercise any of your data protection rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the details provided on our website or in your service documentation. We will respond to your request in accordance with legal time limits and may ask you to verify your identity to help us deal with your request securely.
You also have the right to lodge a complaint with the Information Commissioner's Office if you believe your data protection rights have been infringed. Further information on your rights and how to raise a complaint is available from the official data protection authority.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or the way we process personal data. Any updates will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
