London Removal Customer Privacy Policy
This Privacy Policy explains how London Removal collects, uses, stores and shares personal data relating to our customers and prospective customers in our service area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws, and how you can exercise those rights.
Who this Privacy Policy applies to
This Privacy Policy applies to all individual customers and prospective customers of London Removal within our service area, including people who request quotes, make bookings, use our removal, packing, storage or related services, visit our website, or otherwise interact with us as a private individual or on behalf of a business.
Types of personal data we collect
We collect and process different categories of personal data depending on how you interact with us. These may include:
Identification and contact details such as full name, postal address, collection and delivery addresses, email address, and any other contact details you choose to provide.
Service and booking information such as details of properties involved in a move, access information, inventory details you provide, packing requirements, special handling instructions and preferred dates and times.
Communication records such as enquiries, complaints, feedback, and any other messages you send to us or information you provide when you speak to our staff.
Payment and billing information such as payment method, billing address, payment status and transaction history. Card details are handled securely by our payment service providers and are not stored by us beyond what is necessary to take payment or issue refunds.
Technical and usage data such as information about how you use our website and online forms, including approximate location data derived from your device or browser, pages visited, and interactions with our online content. This may be collected through cookies or similar technologies where permitted by law.
Job application data if you apply for a role with London Removal, including your CV, work history, education and references. Recruitment information is covered by this Privacy Policy to the extent that you interact with us as an applicant.
How we collect your personal data
We collect personal data in several ways, including:
Directly from you when you request a quote, make a booking, contact us by phone or through our website, complete a form, or communicate with us in any other way.
From third parties where it is lawful, such as partners who refer you to us, comparison or quotation platforms you have used, or other service providers involved in your move or related services.
Automatically through our website and any online tools we provide, including cookies and similar technologies that help us understand how our online services are used and allow us to improve them.
Purposes and lawful bases for processing
We use your personal data only where we have a lawful basis under data protection law. The main purposes and lawful bases are:
To provide quotes, manage enquiries and deliver our services. We process your identification, contact and service information to respond to your requests, provide quotes, arrange and carry out removals, packing, storage and related services. The lawful basis is performance of a contract or steps taken at your request before entering into a contract.
To manage our relationship with you. This includes handling questions, complaints and feedback, notifying you about changes to our services or terms, and administering your account. The lawful basis is performance of a contract and our legitimate interests in maintaining customer relationships.
To process payments and prevent fraud. We use payment and billing data to process payments, issue invoices and manage refunds or disputes. The lawful basis is performance of a contract and our legitimate interests in preventing fraud and ensuring our business is run efficiently and securely.
To improve our services and business operations. We may use technical data and service information to monitor and improve our website, the quality of our services, and our internal processes. The lawful basis is our legitimate interests in developing and improving our business and services.
To send you marketing communications. We may send you information about our services that we think may be of interest, where permitted by law. The lawful basis is our legitimate interests in promoting our services, or your consent where this is required. You can opt out of marketing at any time.
To meet legal and regulatory obligations. We may process personal data to comply with tax, accounting, insurance or other legal obligations, or in response to lawful requests from public authorities. The lawful basis is compliance with a legal obligation.
To protect our rights, property and safety. We may process personal data where needed to establish, exercise or defend legal claims, to prevent or detect crime, or to protect the security of our systems and staff. The lawful basis is our legitimate interests and, where relevant, compliance with legal obligations.
Data sharing and processors
We do not sell your personal data. We may share personal data with trusted third parties where necessary for the purposes set out in this Privacy Policy, including:
Service partners and subcontractors who help us provide our services, such as additional removal teams, storage providers, packing material suppliers or specialist transport providers.
Payment service providers who process your payments securely and manage refunds or transaction disputes.
Professional advisers such as accountants, insurers, legal advisers and auditors, where necessary for the management of our business and to comply with legal obligations.
IT and systems providers who supply, host or support our website, booking systems, communication tools and other business systems. These parties act as data processors and are only permitted to process personal data on our documented instructions and for specified purposes.
Public authorities or law enforcement where we are legally required to do so, or where it is necessary to protect our rights or the rights and safety of others.
Whenever we use data processors, we put in place appropriate contracts and safeguards to ensure that your personal data is protected, handled confidentially and processed only as necessary to provide the relevant services.
International transfers
Our main operations and data storage are intended to be within the United Kingdom or the European Economic Area. If we ever need to transfer personal data to a country outside the UK or the European Economic Area that does not provide the same level of data protection, we will ensure that appropriate safeguards are in place, such as standard contractual clauses approved by relevant authorities, or other legally recognised mechanisms.
Data retention
We keep personal data only for as long as is reasonably necessary for the purposes for which it was collected, including any period required to meet legal, regulatory, accounting or reporting requirements.
In general:
Customer and service data relating to bookings and completed moves is retained for a period sufficient to handle questions, complaints, insurance matters and legal obligations, which is typically several years from the date of your last service with us.
Quotation and enquiry information where no service is ultimately provided is retained for a shorter period, to allow us to respond to follow up questions and manage our records.
Financial records, including invoices and payment information, are retained in line with statutory tax and accounting requirements.
Marketing preferences are retained for as long as you remain subscribed or until you object or opt out. If you opt out of marketing, we may keep a record of your preference so we can respect it.
When personal data is no longer needed, we will securely delete or anonymise it, unless we have a legal reason to keep it for longer.
How we protect 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 disposal procedures and the use of trusted service providers. While we take reasonable steps to safeguard your information, no system can be completely secure and we cannot guarantee absolute security.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:
The right of access, which allows you to request confirmation of whether we process your personal data and to obtain a copy of that data, along with certain information about how it is used.
The right to rectification, which allows you to request that inaccurate or incomplete personal data is corrected or updated.
The right to erasure, sometimes called the right to be forgotten, which allows you to request that your personal data is deleted in certain circumstances, for example where it is no longer needed for the purposes for which it was collected.
The right to restriction of processing, which allows you to ask us to suspend the processing of your personal data in certain situations, for example while we verify its accuracy or consider an objection you have raised.
The right to data portability, which allows you to request that certain personal data is provided to you or to another controller in a structured, commonly used and machine readable format, where the processing is based on consent or contract and is carried out by automated means.
The right to object, which allows you to object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also have an absolute right to object to direct marketing, including any profiling for marketing purposes.
The right to withdraw consent, where we rely on your consent to process personal data. Withdrawing consent does not affect the lawfulness of any processing carried out before the withdrawal.
You also have the right to lodge a complaint with a data protection supervisory authority if you are unhappy with how we handle your personal data. In the United Kingdom, this is the Information Commissioner's Office.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, how we handle personal data, or legal requirements. The updated version will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we use your personal data.
