Privacy Policy - Removals Brompton

This Privacy Policy explains how Removals Brompton collects, uses, stores, shares, and protects personal data when providing removal, packing, storage, and related services. It applies to all Removals Brompton customers in the area, including prospective customers, individuals requesting quotations, and anyone whose personal data is processed in connection with our services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to individuals who:

request a quote or enquiry from Removals Brompton;
book or receive moving, packing, storage, or transportation services;
communicate with us by phone, email, online forms, or in person;
are named on booking, delivery, access, or billing records;
are occupants, landlords, agents, building managers, or other third parties involved in a move.

We may process personal data about customers, household members, business contacts, and others whose details are necessary to complete a service.

2. Data we collect

We only collect personal data that is relevant and necessary for our services. Depending on the circumstances, this may include:

Information you provide directly

Identity details such as name, title, and date of birth where needed for verification or service planning;
Contact details such as address, email address, and telephone number;
Service details including collection and delivery addresses, access instructions, property type, item inventories, move dates, and special handling requirements;
Payment and billing information such as invoice details, payment confirmations, and transaction records;
Communication records including emails, call notes, messages, complaints, and feedback;
Preferences and instructions related to timing, packing, storage, and delivery arrangements.

Information we collect automatically or from third parties

Technical information such as device and browser data, where applicable to our systems;
Service usage information such as booking history, quote activity, and service completion records;
Third-party information provided by estate agents, landlords, solicitors, building managers, insurers, or other service partners, where relevant to the move;
Verification information where identity checks or anti-fraud checks are required.

We do not intentionally collect more personal data than is needed for the purpose for which it is processed. Special category data is not usually required, and we do not ask for it unless it is strictly necessary and lawful to do so.

3. Why we use personal data and our lawful basis

We process personal data only where we have a lawful basis under GDPR. The main lawful bases we rely on are contract, legal obligation, legitimate interests, and consent where appropriate.

Contract

We use your data to prepare quotations, confirm bookings, provide removal services, manage packing and storage, deliver items, process payments, and communicate about the service. This processing is necessary to perform our contract with you or to take steps at your request before entering into a contract.

Legal obligation

We may be required to process and retain certain information to comply with tax, accounting, insurance, and business recordkeeping laws. We may also use data to comply with lawful requests from public authorities.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. These interests include:

managing and improving our services;
protecting against fraud, loss, theft, and misuse;
recording service quality and handling complaints;
ensuring safe planning and efficient delivery of removals;
maintaining internal administration and security.

Consent

Where required, we rely on your consent, for example for certain optional communications or specific processing not covered by another lawful basis. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. How we use personal data

We use personal data to:

respond to enquiries and provide quotes;
plan, book, and carry out removal services;
arrange access, parking, storage, and logistics;
manage payments, invoices, and accounting;
communicate with customers and relevant third parties;
keep records of services provided;
handle complaints, disputes, and insurance matters;
meet legal, regulatory, and insurance requirements;
protect our staff, customers, and property.

We do not use personal data for unrelated purposes unless we have informed you and have a lawful basis to do so.

5. Data sharing and processors

We may share personal data with trusted third parties who process data on our behalf or who need it to support the service. These parties act as processors or independent controllers depending on the relationship.

Examples of processors

IT and software providers that host booking systems, email services, customer records, and secure data storage;
Payment processors that handle card or bank transactions;
Accountants and bookkeeping providers for financial administration;
Cloud storage and backup services used to protect records;
Communication platforms used for customer service and notifications;
Insurance or claims handlers where a claim or incident must be assessed;
Transport or logistics partners where needed to complete a move.

We require processors to protect personal data, use it only on our instructions, and maintain appropriate technical and organisational security measures. We do not sell personal data.

We may also disclose data where necessary to comply with the law, enforce agreements, protect rights, or respond to lawful requests. If a third party acts as an independent controller, it will be responsible for its own privacy practices.

6. Retention of personal data

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of data and service involved.

Quotation and enquiry records are usually retained for a limited period to manage follow-up, service administration, and business records;
Customer and transaction records are retained for the duration required for contractual, accounting, and tax purposes;
Complaints, claims, and incident records may be kept longer where needed to resolve disputes or meet insurance obligations;
Data that is no longer needed is securely deleted, anonymised, or archived in line with our retention procedures.

When determining retention periods, we consider the nature of the data, the risks of keeping it, and applicable legal requirements. We do not retain personal data indefinitely.

7. Security of your data

We use appropriate measures to protect personal data against unauthorised access, alteration, disclosure, or loss. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our information handling practices. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risk.

8. International transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your data in line with applicable law.

9. Your rights under GDPR

You have several rights in relation to your personal data, subject to certain legal limits and exemptions:

Right of access – to request a copy of the personal data we hold about you;
Right to rectification – to ask us to correct inaccurate or incomplete data;
Right to erasure – to request deletion of your data where there is no lawful reason to keep it;
Right to restrict processing – to ask us to limit how we use your data in certain circumstances;
Right to data portability – to receive certain data in a usable format and, where technically feasible, have it transferred to another controller;
Right to object – to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent – where processing is based on consent;
Right to complain – to the Information Commissioner’s Office if you believe your data protection rights have been violated.

To exercise your rights, you may make a request through our normal service channels. We may need to verify your identity before responding. We aim to respond within one month, unless the request is complex or numerous.

10. Automated decision-making

We do not generally make decisions about you using solely automated means that produce legal or similarly significant effects. If this changes, we will provide clear information about the logic involved, the significance of the processing, and your rights.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our services. The current version will apply from the date it is published or otherwise communicated. Please review it periodically so that you remain informed about how we process personal data.

12. Summary of our approach

Removals Brompton is committed to processing personal data responsibly, securely, and transparently. We collect only the data needed to deliver our services, use it under a clear lawful basis, retain it only for as long as required, and share it only with trusted processors or where the law allows. We respect the rights of all individuals whose personal data we process and take our obligations seriously under GDPR.

This policy applies to all Removals Brompton customers in the area and to anyone whose personal data is used in connection with our services.