Privacy Policy - Removals Marylebone

This Privacy Policy explains how Removals Marylebone collects, uses, stores, shares, and protects personal data when providing removal, packing, storage coordination, and related services. It applies to all Removals Marylebone customers in the area, including prospective customers, clients who request quotations, and individuals whose details are provided in connection with a move. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to anyone who uses, enquires about, or receives services from Removals Marylebone in the Marylebone area. It also applies where we interact with landlords, estate agents, solicitors, building managers, business clients, and authorised representatives acting on a customer’s behalf.

2. Personal data we collect

We may collect and process the following types of personal data:

Identity information such as name, title, and company name where relevant.
Contact details such as address, email address, telephone number, and preferred communication method.
Service information including move date, property access details, inventory lists, delivery instructions, and special handling requirements.
Payment and billing information such as invoice details, payment status, and transaction records.
Communication records including enquiries, quotations, complaints, feedback, and correspondence.
Technical information where applicable, such as device data, browser data, or usage information if you interact with our digital services.
Security and access information such as identification details required to verify instructions or access arrangements.

We do not intentionally collect special category personal data unless it is necessary and lawful to do so in a particular service context, for example where information about mobility needs is provided to support a move. In such cases, we will only process it where a valid legal basis applies and the data is strictly necessary.

3. How we collect personal data

We collect personal data directly from you when you:

request a quotation or booking;
communicate with us by phone, email, message, or in person;
complete forms or provide instructions relating to your move;
make a payment or receive an invoice;
submit feedback or make a complaint.

We may also receive information from third parties involved in the move, such as estate agents, solicitors, landlords, property managers, or business partners acting on your behalf. In some cases, we may obtain limited information from publicly available sources where this is necessary for service delivery or fraud prevention.

4. Why we use your data

We use personal data for the following purposes:

to provide quotations, confirm bookings, and deliver removal services;
to plan logistics, allocate staff, and manage vehicle scheduling;
to communicate about your move, including changes, access needs, or delays;
to issue invoices, process payments, and manage accounts;
to keep records of services provided and to manage customer relationships;
to deal with complaints, insurance claims, and disputes;
to comply with legal, tax, accounting, and regulatory obligations;
to protect against fraud, misuse, or unlawful activity;
to improve our operations, service quality, and customer experience.

We only use your information for legitimate business purposes that are compatible with the reason it was collected.

5. Lawful basis for processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the context, Removals Marylebone relies on one or more of the following:

Contract

We process personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes quotations, booking arrangements, service delivery, invoicing, and customer support.

Legal obligation

We may process data when required to comply with legal duties, including tax rules, accounting obligations, recordkeeping, and responding to lawful requests from authorities.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. Examples include managing operations, preventing fraud, maintaining service records, improving services, and resolving disputes. We balance our interests against your privacy rights before relying on this basis.

Consent

In limited situations, we may rely on your consent, for example where it is required for optional communications or the processing of particularly sensitive information not otherwise covered by another lawful basis. Where consent is used, you may withdraw it at any time.

6. Data sharing and processors

We may share personal data with trusted third parties where necessary to deliver our services or comply with legal obligations. These third parties act as processors or independent controllers depending on the circumstances.

Processors are service providers who process data on our behalf and only under our instructions. They may include:

IT and software providers used for administration, scheduling, invoicing, or data storage;
payment service providers and accounting systems;
communication and email service providers;
customer relationship management systems;
archiving and secure backup providers.

Where processors are used, we require appropriate data protection safeguards, confidentiality obligations, and security measures.

We may also share data with:

drivers, movers, and subcontracted teams involved in service fulfilment;
insurance providers, loss adjusters, or claims handlers where needed;
estate agents, solicitors, building managers, and landlords when necessary for move coordination;
public authorities, regulators, or law enforcement where legally required.

We do not sell personal data. If any international transfer is required, we will ensure suitable legal safeguards are in place.

7. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as required by law. Retention periods depend on the type of record and the legal or operational need for keeping it.

Quotation and booking records may be retained for a reasonable period to manage follow-up, disputes, and customer service.
Financial and accounting records are kept in line with statutory requirements.
Correspondence and complaint records may be retained to evidence how issues were handled.
Data processed on the basis of consent is retained until consent is withdrawn or the data is no longer needed.

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

8. Security of your data

We apply appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, secure storage, staff training, confidentiality obligations, and regular review of our procedures. No system is completely secure, but we work to reduce risks and respond promptly to any suspected incident.

9. Your rights under GDPR

You have rights in relation to your personal data. Subject to legal limits, these may include:

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 in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to withdraw consent – where processing relies on consent.

You also have the right to raise concerns with the Information Commissioner’s Office if you believe your data has not been handled properly. Before doing so, you may wish to raise the matter with us so we can address it.

10. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or how we handle data. The updated version will apply from the time it is published or otherwise made available. We encourage customers to review it periodically.

11. Additional notices

This policy should be read together with any service terms, booking conditions, or privacy notices that apply to a specific job. If any part of this policy is inconsistent with legal requirements, the legal requirements will prevail. Our aim is to keep your information accurate, secure, and used only for the purposes necessary to provide a reliable removals service.

Removals Marylebone is committed to respecting privacy and handling personal data with care, transparency, and accountability for every customer in the area.