Privacy Policy - Removals Catford

This Privacy Policy explains how personal data is collected, used, stored, shared, and protected by Removals Catford. It applies to all Removals Catford customers in the area, including individuals, households, and business clients who use our services. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in line with the UK GDPR and the Data Protection Act 2018.

By using our services, requesting a quotation, or communicating with us, you acknowledge the practices described in this Privacy Policy.

1. Data We Collect

We collect only the information necessary to provide our services effectively, manage our business operations, and meet legal obligations. The types of personal data we may collect include:

Identity details such as your name, title, and, where relevant, business or organisation name.
Contact details such as postal address, moving address, email address, and telephone number.
Service information including property access details, inventory descriptions, moving dates, service preferences, and packing or storage requirements.
Payment data such as billing details and transaction records. We do not store unnecessary payment card details where secure third-party payment systems are used.
Communication records including emails, messages, call notes, complaints, and feedback.
Technical data where relevant, such as basic website or device information, usage logs, and cookie-related data if you access any online systems.
Special category data only if you voluntarily provide it and only where necessary for a specific request, such as access arrangements or particular support needs. We do not request such data unless it is relevant and lawful.

We generally collect data directly from you. In some cases, data may also be collected from third parties such as estate agents, landlords, solicitors, storage partners, or payment providers when necessary for service delivery.

2. How We Use Personal Data

We use personal data to deliver removal services and operate our business efficiently. Typical uses include:

Responding to enquiries and preparing quotations.
Managing bookings, schedules, and service arrangements.
Providing packing, loading, transport, unloading, and storage-related services.
Processing invoices, payments, and account administration.
Communicating service updates, changes, or important operational information.
Handling complaints, claims, or service disputes.
Maintaining internal records and business reporting.
Meeting legal, tax, insurance, and regulatory obligations.
Protecting our rights, property, and staff, including preventing fraud or misuse.

We only use your data for the purposes for which it was collected, unless we reasonably determine that another compatible purpose is appropriate and lawful.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the activity, we rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes arranging surveys, preparing quotations, delivering removal services, handling storage arrangements, and processing payments.

Legal Obligation

We may process personal data where needed to comply with legal requirements, including tax, accounting, insurance, transport, and record-keeping obligations.

Legitimate Interests

We may process personal data where we have a legitimate business interest and where your rights do not override those interests. This can include service management, customer support, business administration, internal record keeping, fraud prevention, and operational improvement. We assess this carefully to ensure a fair balance.

Consent

In limited cases, we may rely on your consent, for example where it is appropriate to contact you for optional marketing or where you voluntarily provide certain information that is not necessary for service delivery. You may withdraw consent at any time where consent is the lawful basis.

4. Sharing and Processors

We may share personal data with trusted third parties where necessary for the purposes described in this policy. These third parties act either as processors or, in some cases, as independent data controllers.

Examples of processors and service partners may include:

IT and cloud storage providers used for secure data handling and business systems.
Accounting, invoicing, and payroll service providers.
Payment processors that handle transactions securely.
Storage facilities or logistics partners supporting removal services.
Customer relationship or communication tools used for service management.
Professional advisers such as insurers, solicitors, or auditors where required.

When we use processors, they are only permitted to process personal data on our instructions and must protect it with appropriate technical and organisational measures. We do not sell your personal data.

We may disclose personal data if required by law, by a court order, or to law enforcement or regulatory bodies where reasonably necessary.

5. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods vary depending on the type of data and the nature of the service provided.

Customer and service records are typically kept for the duration of the business relationship and for a reasonable period afterwards to deal with follow-up queries or claims.
Financial and tax records are retained for the period required by law.
Communication records may be kept for as long as needed to evidence service delivery or resolve disputes.
Inactive or no longer needed data is securely deleted or anonymised when retention is no longer justified.

We review stored data periodically to ensure it is not kept longer than necessary.

6. Data Security

We take reasonable and appropriate steps to protect personal data from accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and careful selection of service providers.

Although we work hard to protect your information, no system can be guaranteed completely secure. If a data incident occurs, we will respond in accordance with applicable legal obligations.

7. International Transfers

If any personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place so that your information remains protected in accordance with data protection law. Such safeguards may include adequacy regulations or approved contractual protections.

8. Your Rights

As a data subject, you have rights under UK data protection law. These rights may apply depending on the circumstances of the processing and any legal exemptions available.

Right of access - you may request a copy of the personal data we hold about you.
Right to rectification - you may ask us to correct inaccurate or incomplete data.
Right to erasure - you may request deletion of your data in certain situations.
Right to restrict processing - you may ask us to limit how we use your data in certain cases.
Right to data portability - you may request transfer of certain data to you or another provider where legally applicable.
Right to object - you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

Exercising your rights will not affect the lawfulness of processing carried out before your request was received. Some rights may be limited where legal obligations require us to keep or use certain information.

9. Complaints and Concerns

If you have concerns about how your personal data is handled, you may raise the issue with us so it can be reviewed. We aim to resolve concerns fairly and promptly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, services, or business operations. Any updated version will apply from the date it takes effect. We encourage customers to review this policy periodically so they remain informed about how personal data is handled.

11. Scope of Application

This Privacy Policy applies to all Removals Catford customers in the area, regardless of whether services are booked by individuals, families, landlords, tenants, or businesses. It covers information collected before, during, and after the provision of removal-related services.

By engaging our services, you acknowledge that your personal data may be processed in the ways described above, always in accordance with applicable data protection laws and our commitment to responsible data handling.