Privacy Policy - Removal Company Roehampton

Removal Company Roehampton is committed to protecting the privacy and personal data of all customers, prospective customers, and other individuals whose information we handle. This Privacy Policy explains how we collect, use, store, share, and protect personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy applies to all Removal Company Roehampton customers in the Roehampton area and to anyone who engages our services within that area.

1. Who We Are

Removal Company Roehampton provides removal and related services for residential and commercial customers. For the purposes of data protection law, we act as a data controller when we decide why and how personal data is processed in connection with our services.

This means we are responsible for ensuring that personal data is handled lawfully, fairly, and transparently.

2. Personal Data We Collect

We only collect personal data that is necessary for the provision and management of our services. Depending on your interaction with us, we may collect the following categories of data:

Identity data: name, title, and, where relevant, business name.
Contact data: address, email address, telephone number, and move-related addresses.
Service data: details of the removal service requested, property access information, inventory notes, dates, times, and special handling requirements.
Payment data: billing details, transaction references, and payment status information. We do not store full card details unless necessary through secure payment systems.
Communication data: messages, enquiries, complaint records, and service-related correspondence.
Technical data: limited information such as IP address, device type, and browsing activity where collected through online forms or website functionality.
Operational data: records used to arrange, deliver, and confirm the completion of a service, including scheduling and logistical notes.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service need, such as accessibility requirements. Where special category data is provided, we will treat it with additional care and only process it where permitted by law.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes, plan removals, and deliver moving services;
to verify customer details and manage bookings;
to communicate about schedules, access, and service requirements;
to process payments and maintain financial records;
to handle complaints, enquiries, and customer support requests;
to improve our services, processes, and customer experience;
to comply with legal, tax, accounting, and regulatory obligations;
to prevent fraud, misuse, or unlawful activity;
to maintain appropriate business records and service documentation.

We will only process your personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for a compatible purpose or where otherwise permitted by law.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. We rely on the following legal bases depending on the context:

Contract: when processing is necessary to enter into or perform a contract with you, such as preparing a quote, arranging your move, or completing the service.
Legal obligation: when we must process data to comply with applicable laws, including tax, accounting, and record-keeping requirements.
Legitimate interests: when processing is necessary for our legitimate business interests, such as service administration, fraud prevention, business improvement, and maintaining accurate internal records, provided your rights do not override those interests.
Consent: where we rely on your consent for specific optional processing activities. You may withdraw consent at any time where consent is the lawful basis.
Vital interests: in rare circumstances where processing is necessary to protect someone’s life or physical safety.

If we process special category data, we will do so only where an additional lawful condition applies under data protection law.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties when necessary to operate our business and deliver services. These third parties act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes.

Processors may include:

IT and cloud service providers that store or manage business records;
payment processing providers that handle secure transactions;
accountants and professional advisers supporting compliance and financial reporting;
customer communication or scheduling tools used to manage bookings;
subcontractors or operational partners assisting with the delivery of services;
data backup and security service providers;
legal or insurance advisers where required for claims, disputes, or compliance.

We require processors to act only on our instructions, to use appropriate security measures, and to respect data protection law. We do not sell personal data.

We may also disclose personal data where required by law, court order, or to protect the rights, safety, or property of our business, customers, or others.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, regulatory, tax, accounting, and operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

As general guidance:

Customer and service records: retained for the period needed to manage the relationship and resolve any issues after the service.
Financial and accounting records: retained for the period required by law and applicable tax rules.
Complaint and dispute records: retained for as long as necessary to handle the matter and defend legal claims.
Marketing-related data: retained until you withdraw consent or object, where applicable.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure systems, staff confidentiality obligations, and regular review of data handling practices.

While no system can be guaranteed to be entirely secure, we aim to use reasonable and proportionate safeguards to protect the information entrusted to us.

8. Your Rights

Under UK GDPR, you have a number of rights in relation to your personal data. These may include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict the processing of your data in certain circumstances;
object to processing based on legitimate interests or direct marketing;
data portability for information you have provided to us, where legally applicable;
withdraw consent where processing is based on consent.

These rights are not absolute and may be subject to legal or contractual limits. For example, we may need to retain certain records to comply with our legal obligations or to establish, exercise, or defend legal claims.

Removal Company Roehampton will respond to valid rights requests within the time limits required by law. We may need to verify your identity before acting on a request to protect your information.

Right to Complain

If you are concerned about how we handle personal data, you also have the right to complain to the relevant data protection supervisory authority. We encourage you to raise concerns directly with us first so we can try to resolve them promptly and fairly.

9. International Transfers

In some cases, personal data may be processed outside the UK if one of our processors uses systems or servers located elsewhere. Where this happens, we will ensure that appropriate safeguards are in place to protect your data in line with UK GDPR requirements.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is necessary and clearly relevant to a service request made by an adult customer. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. Any updated version will apply from the date it is made available. We encourage customers in the Roehampton area to review this policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

We are committed to handling personal data responsibly, transparently, and securely. Our approach is based on collecting only what we need, using it for clear and lawful purposes, retaining it only as long as necessary, and respecting the rights of every individual whose data we process.

Removal Company Roehampton values privacy as an essential part of delivering a trustworthy service. We aim to ensure that all personal data belonging to our customers in the Roehampton area is handled with care and in line with applicable data protection law.