Removals Marylebone Privacy Policy
This Privacy Policy explains how Removals Marylebone collects, uses, stores and protects personal data relating to customers and prospective customers in our service area. It is intended to provide clear information in accordance with the UK General Data Protection Regulation and other applicable data protection laws.
Scope of this Privacy Policy
This Privacy Policy applies to all Removals Marylebone customers and prospective customers in our service area who contact us, request a quotation, book a service, or otherwise interact with us in relation to our removals and related services. By using our services or providing your personal data to us, you acknowledge that you have read and understood this Privacy Policy.
Data Controller
Removals Marylebone is the data controller in respect of the personal data that we collect and process about you for the purposes described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that it is handled in a lawful, fair and transparent manner.
Types of 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. This may include:
Identification and contact data such as name, postal address, property details, and any other contact details you choose to provide when you enquire or book our services.
Service and contract data such as details of the services you request or purchase, inventory or removal details you provide, dates and times of moves, pickup and delivery addresses, access instructions and other information necessary to deliver our services.
Communication data such as the content of communications you send to us, including enquiries, feedback, complaints or other correspondence, and records of our communications with you.
Payment and transaction data such as payment-related information you provide at the time of booking or paying for a service, and records of invoices, receipts and transaction history. We do not store full card details if payment is processed through a secure payment provider.
Technical and usage data where applicable, such as information about how you use our website or online quotation tools, including basic analytics information, device type, and general location data derived from your IP address.
How We Collect Your Personal Data
We collect personal data directly from you when you contact us by phone, through a contact or quotation form, or when you provide information to our staff in person. We may also collect personal data when you complete booking forms, sign contracts or provide instructions in connection with a removal or related service.
In some cases, we may receive personal data from third parties, for example from referral partners or property agents who share your details with us so that we can contact you about our services. Where we receive your data from third parties, we will only use it in accordance with this Privacy Policy and applicable law.
Lawful Basis for Processing
We process your personal data only where we have a lawful basis to do so under data protection law. Depending on the context, we may rely on one or more of the following lawful bases:
Performance of a contract where processing your data is necessary to provide a quotation, enter into a contract with you, or fulfil our contractual obligations, for example to deliver your belongings to the agreed address.
Compliance with legal obligations where we are required to process your data to comply with legal and regulatory requirements, such as tax, accounting or insurance obligations.
Legitimate interests where processing is necessary for our legitimate business interests, and these interests are not overridden by your rights and freedoms. This may include managing our relationship with you, improving our services, maintaining records, handling queries, or protecting our business and property.
Consent where you have provided your explicit consent for a specific purpose, for example where you agree to receive certain types of marketing communications. You may withdraw your consent at any time, without affecting 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, respond to your enquiries and assess your requirements for our removal and related services.
To plan, manage and deliver our services, including coordinating staff, vehicles and equipment, and ensuring that we can access the relevant properties on the agreed dates.
To manage our relationship with you, including handling your requests, feedback or complaints, and communicating important information about your booking or any changes to our services or terms.
To issue invoices, process payments, maintain financial records, and perform internal administration such as accounting, auditing and reporting.
To maintain the safety and security of our staff, vehicles, property and customers, and to detect, investigate or prevent fraud or other unlawful activity.
To comply with our legal and regulatory obligations, including record keeping and cooperation with public authorities where required by law.
To improve our services, operations and customer experience, including through analysis of aggregated or anonymised data where possible.
Sharing Your Personal Data
We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy, including:
Service providers and data processors who assist us in delivering our services and operating our business, for example providers of secure data storage, booking or customer management systems, payment processing services, vehicle or equipment suppliers acting on our instructions, and professional advisers such as accountants or insurers.
Public authorities, regulators and law enforcement agencies where we are legally required to do so, or where disclosure is necessary to protect our rights, the rights of our customers or the safety of our staff.
We require all third party service providers who process personal data on our behalf to implement appropriate security measures and to process your personal data only on our instructions and in accordance with applicable data protection laws. We do not sell your personal data to third parties.
International Transfers
Where our service providers or systems involve transfers of personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your data, such as using standard contractual clauses or relying on other lawful transfer mechanisms recognised by data protection law.
Data Retention
We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements.
In general, data related to quotations and bookings is retained for the duration of our relationship with you and for a reasonable period thereafter to deal with queries, potential disputes or claims, and in line with legal limitation periods. Financial and transaction records may be kept for longer periods as required by tax and accounting laws.
When personal data is no longer needed, we will securely delete or anonymise it in a manner that ensures it can no longer be associated with you.
Data Security
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to staff and processors who need it to perform their duties, using secure systems and taking reasonable steps to ensure the ongoing confidentiality, integrity and availability of personal data.
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 exceptions. These rights may include:
The right of access to obtain confirmation as to whether we process your personal data and to receive a copy of the data we hold about you.
The right to rectification to have inaccurate or incomplete personal data corrected or updated.
The right to erasure in certain circumstances, for example where the data is no longer necessary for the purposes for which it was collected, and there is no legal basis for us to continue processing it.
The right to restriction of processing in specific situations, such as where you contest the accuracy of the data or object to our processing.
The right to object to processing where we rely on legitimate interests as our lawful basis, and you consider that your rights and interests outweigh our own.
The right to data portability in certain circumstances, allowing you to receive personal data you have provided to us in a structured, commonly used and machine readable format, and to transmit it to another controller where technically feasible.
The right to withdraw consent at any time where processing is based on your consent, without affecting the lawfulness of processing before consent was withdrawn.
You also have the right to lodge a complaint with a supervisory authority if you are concerned about how we handle your personal data. We encourage you to contact us first so that we can try to address your concerns directly.
Children
Our services are not directed at children, and we do not knowingly collect personal data from children for our removals services. If we become aware that we have collected personal data from a child without appropriate consent, we will take reasonable steps to delete that information.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or for other operational reasons. Any updated version will take effect from the date of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.
