Removals and Storage Customer Privacy Policy
This Privacy Policy explains how we collect, use, store and protect personal data relating to our removals and storage services. It applies to all removals and storage customers in our service area, including individuals, households and business clients. We are committed to safeguarding your privacy and complying with the UK General Data Protection Regulation and all applicable data protection laws.
Who This Policy Applies To
This Privacy Policy applies to all customers and prospective customers who use, or enquire about, our removals and storage services in our operating area. It also applies to individuals whose personal data we process in the course of providing those services, such as occupants of properties being moved, authorised representatives, payment contacts and other relevant parties.
Personal Data We Collect
We collect and process different categories of personal data depending on how you interact with us and which services you use. The main types of data we may collect include:
Contact and identification data such as your name, postal address, property addresses for collection and delivery, storage unit reference details, and any other identifying information you provide to us.
Communication data such as information you provide when you contact us by any channel, including the content of enquiries, booking details, instructions, feedback or complaints.
Service data relating to the removals and storage services you request, such as inventory information, access arrangements, preferred dates and times, delivery instructions and records of services provided.
Contract and billing data such as records of quotes, agreements, invoices, payments, deposits, discounts, refunds and any related correspondence about your contract.
Technical and usage data that may be generated when you visit our website, such as basic usage statistics and information necessary to operate and secure our online services.
Health and vulnerability information that you choose to share with us, where necessary to plan safe access or to provide reasonable adjustments, for example if you have mobility needs or other relevant requirements.
How We Collect Personal Data
We collect personal data from you directly when you contact us for a quotation, request a survey or booking, sign a contract, use our storage services, or communicate with us in relation to existing or past services. We may also receive information indirectly where a third party acts on your behalf, such as a family member, an employer or a letting or estate agent who arranges removals or storage for you. Where lawful and appropriate, we may also update or confirm certain details using public sources or official records to help us keep your information accurate and up to date.
Lawful Basis for Processing
We rely on the following lawful bases under data protection law to process your personal data:
Contract performance where processing is necessary to provide a quotation, enter into a removals or storage agreement with you, carry out your move, deliver or collect items, administer payments and manage your account.
Legitimate interests where processing is necessary for our legitimate business interests and does not override your rights and freedoms, for example to manage our services, improve customer experience, handle enquiries and safeguard our property and operations.
Legal obligations where we must process certain data to comply with law, such as tax, accounting or insurance requirements, or to respond to lawful requests from public authorities.
Consent where we rely on your explicit consent for specific purposes, such as processing particular health information you choose to share so that we can make suitable arrangements. Where we rely on consent, you may withdraw it at any time, although this will not affect the lawfulness of processing carried out before withdrawal.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide quotations, surveys and advice about removals and storage options.
To schedule and carry out removals and storage services, including collection, transport, delivery and storage of your belongings.
To manage our relationship with you, including communicating about bookings, changes, service updates and aftercare.
To administer payments, deposits, refunds, invoices and financial records.
To respond to questions, feedback and complaints and to resolve disputes.
To maintain safety and security in our vehicles, facilities and storage units.
To maintain business records, perform internal reporting and comply with legal and regulatory obligations.
Retention of Personal Data
We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, or as required by law. Retention periods will vary depending on the type of data and the reason it is held. Generally, we retain contract and billing information for a period required by tax and accounting rules after the end of the relevant contract. Service and communication records may be retained for an appropriate period to enable us to respond to queries, manage potential disputes and maintain accurate business records. When data is no longer needed, we delete it securely or anonymise it so it can no longer be linked to an identified individual.
Sharing Your Personal Data and Use of Processors
We do not sell your personal data. We may share your information with trusted third parties where necessary for the purposes described above and in accordance with data protection law. These may include:
Service providers and processors who supply operational services such as information technology, secure data storage, customer management systems, accounting systems and document management. These providers act on our instructions and are required to protect your personal data.
Professional advisers such as accountants, auditors, legal advisers and insurers where required for business, legal or insurance purposes.
Subcontractors who support the provision of removals and storage services in specific circumstances, where necessary to complete your booking.
Public bodies, regulators, law enforcement or other authorities where we are legally required or permitted to do so, for example to prevent fraud or comply with a court order.
Where we appoint processors to handle personal data on our behalf, we ensure that appropriate contractual and security measures are in place to safeguard your information and to ensure it is only used in accordance with our instructions and the law.
International Data Transfers
In the normal course of providing local removals and storage services, we aim to keep your personal data within the United Kingdom or other jurisdictions with adequate data protection standards. If it becomes necessary to transfer personal data to a country that does not have an adequacy decision, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent lawful mechanisms, and we will take steps to protect your rights and interests.
How We Protect Your Data
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training and procedures for handling data securely. While no system can guarantee complete security, we regularly review our safeguards to reduce risks and maintain suitable levels of protection.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions. They include:
The right of access to ask for confirmation that we process your personal data and to request a copy of that data.
The right to rectification to request correction of inaccurate or incomplete personal data.
The right to erasure, sometimes called the right to be forgotten, to request deletion of your personal data where there is no lawful reason for us to continue processing it.
The right to restriction of processing to request that we limit the use of your data in certain circumstances.
The right to data portability to receive personal data you have provided to us in a structured, commonly used and machine readable format and to request that we transfer it to another controller where technically feasible.
The right to object to certain types of processing, including processing based on legitimate interests, in which case we will stop unless we have compelling legitimate grounds that override your interests and rights or we need to continue for legal reasons.
The right not to be subject to decisions based solely on automated processing, including profiling, where such decisions have legal or similarly significant effects on you.
You also have the right to lodge a complaint with a data protection supervisory authority if you believe that your personal data has not been handled in accordance with the law. We encourage you to contact us first so we can try to resolve your concerns.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any updated version will be made available using our usual communication channels and will apply from its effective date. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
