Privacy Policy - Removal Van Roehampton

This Privacy Policy explains how Removal Van Roehampton collects, uses, stores, shares, and protects personal data. It applies to all Removal Van Roehampton customers in the area, including individuals and households who request removals, packing, loading, unloading, storage support, or related moving services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Removal Van Roehampton acts as a data controller when we determine how and why your personal data is used. This means we are responsible for ensuring your information is processed properly and securely. We only collect personal data that is relevant to delivering our services, managing bookings, communicating with customers, and meeting legal obligations.

2. Information We Collect

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

Identity details: name, title, and any relevant household or business contact name.
Contact details: address, phone number, and email address.
Service details: moving date, pickup and delivery locations, inventory details, access notes, and service preferences.
Payment information: billing records, transaction details, and payment status. We do not intentionally store full card details where payment processing is handled by a secure third party.
Communication records: emails, messages, quotations, complaints, and service updates.
Technical information: limited device or usage information if you interact with digital booking or enquiry systems.
Special circumstances: any information you voluntarily provide that is necessary for arranging your move, such as access restrictions or delivery instructions. We ask that you do not share sensitive personal data unless it is necessary for the service.

We generally collect this information directly from you when you request a quote, make a booking, confirm service requirements, or contact us about your move. In some cases, data may be provided by a third party acting on your behalf, such as a family member, landlord, estate agent, solicitor, or property manager.

3. How We Use Your Data

We use personal data to:

provide quotations and arrange removals services;
plan routes, schedules, and vehicle allocation;
communicate with you before, during, and after the move;
manage payments, invoices, and account records;
respond to enquiries, complaints, and service issues;
maintain internal records and improve service quality;
comply with legal, tax, insurance, and regulatory requirements;
protect our business, staff, customers, and property from fraud or misuse.

We do not use your data for unrelated purposes without a lawful basis and, where required, your consent.

4. Lawful Basis for Processing

We process personal data only where the law allows us to do so. Depending on the activity, our lawful bases include:

Contract: processing is necessary to provide the moving services you have requested, prepare a quote, or take steps at your request before entering into a contract.
Legal obligation: processing is necessary to meet legal, tax, accounting, or regulatory obligations.
Legitimate interests: processing is necessary for our legitimate business interests, such as service management, record keeping, fraud prevention, and improving operations, provided these interests do not override your rights and freedoms.
Consent: in limited cases, we rely on your consent, for example where it is required for optional communications or specific data use. You may withdraw consent at any time where consent is the basis relied upon.

If we need to process special category data, we will only do so where an appropriate legal condition applies and additional safeguards are in place.

5. Sharing Your Information

We may share personal data with trusted third parties who help us deliver our services. These processors only act on our instructions and are required to protect your information.

Processors and Service Providers

Payment processors: to handle secure payment transactions.
IT and cloud service providers: to store data, manage communications, and support booking or administration systems.
Accountants and professional advisers: to support financial, tax, or legal compliance.
Subcontracted moving partners: where necessary to complete a service you requested.
Insurers and claims handlers: where a claim, loss, or damage issue must be investigated.
Regulators, authorities, or law enforcement: where disclosure is required by law or necessary to protect rights and safety.

We do not sell personal data. Where any processor handles data on our behalf, we take steps to ensure suitable contractual protections, security measures, and confidentiality obligations are in place.

6. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including meeting legal, accounting, insurance, and dispute-resolution obligations. Retention periods vary depending on the type of data and the reason it is held.

Quotation and booking records: kept for a period necessary to manage the service and any follow-up issues.
Invoice and payment records: retained for tax and financial compliance purposes.
Communication records: kept while needed to respond to enquiries or resolve complaints.
Claims or incident records: retained for the period required to assess and defend claims.

When information is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices. We regularly review the data we hold to ensure it is not kept longer than necessary.

7. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, alteration, loss, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and restricted data sharing. Although no system can be guaranteed to be completely secure, we take data protection seriously and review our safeguards periodically.

8. Your Rights

Under data protection law, you may have the following rights regarding your personal data:

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

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can try to resolve the matter promptly.

9. International Transfers

If any of our service providers store or process data outside the UK, we will ensure appropriate safeguards are in place to protect your information. These may include adequacy decisions, standard contractual clauses, or equivalent legal protections. We only use providers that meet suitable data protection standards.

10. Children’s Data

Our services are intended for adults arranging removals. We do not knowingly collect personal data from children unless it is necessary in the context of a household move and provided by an adult responsible for the arrangement. If we become aware that we have collected data from a child without an appropriate basis, we will take steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or service practices. When changes are made, the updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

At Removal Van Roehampton, we aim to process your personal data lawfully, transparently, and securely. We collect only what we need, use it for clear and legitimate purposes, keep it only as long as necessary, and share it only with trusted processors or where required by law. Your privacy matters to us, and we are committed to respecting your rights throughout every stage of our service.