Privacy Policy - Removals Earlscourt

This Privacy Policy explains how Removals Earlscourt collects, uses, stores, shares, and protects personal data when providing removals, packing, storage support, and related services. It applies to all Removals Earlscourt customers in the area, including individuals, households, landlords, tenants, and businesses that engage our services. We are committed to handling personal information in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Removals Earlscourt acts as the data controller for the personal data we collect and use in connection with our services. This means we decide how and why your personal data is processed. In some limited cases, we may act as a data processor where we handle data strictly on behalf of another organisation, but this policy mainly describes the data we control in delivering our removal services.

2. Personal Data We Collect

We only collect personal data that is necessary for service delivery, administration, safety, legal compliance, and legitimate business operations. The categories of information we may collect include:

Identity data: name, title, and basic identification details.
Contact data: address, email address, telephone number, and any preferred communication method.
Service details: property access information, moving dates, inventory lists, item descriptions, and special handling instructions.
Payment data: billing details, payment confirmation, and transaction records. We do not store full card details unless necessary for a specific payment process handled securely by a third party.
Quotation and contract data: request details, service preferences, survey notes, and agreed terms.
Communication data: correspondence with us by email, phone, text, or other channels, including complaints and service feedback.
Operational data: records relating to scheduling, delivery, access arrangements, claims, incidents, or service issues.
Technical data: limited device or usage information if you interact with our digital systems, such as logs needed for security and performance.

We do not intentionally collect special category data unless you voluntarily provide it and it is strictly necessary for a legitimate purpose, such as accessibility arrangements or specific instructions requiring careful handling. Where sensitive information is provided, we apply additional safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and assess service requirements;
to plan, deliver, and manage removal and related services;
to confirm bookings, changes, and service updates;
to communicate about your move or service requests;
to manage billing, payments, and account administration;
to maintain service quality, training, and internal records;
to handle complaints, claims, disputes, or legal matters;
to meet our legal and regulatory obligations;
to protect our business, staff, and customers from fraud, misuse, or security risks.

We only use your personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for a compatible purpose and such use is allowed by law.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. Depending on the context, our lawful bases include:

Contract: processing is necessary to enter into or perform a contract with you, including providing quotes, booking services, and completing removals.
Legal obligation: processing is necessary to comply with tax, accounting, insurance, transport, health and safety, or other legal requirements.
Legitimate interests: processing is necessary for our legitimate business interests, such as improving services, managing risk, preventing fraud, maintaining records, and protecting our operations, provided your rights do not override those interests.
Consent: in limited cases, we may rely on your consent, for example where we wish to send optional marketing communications or process certain types of sensitive information. You may withdraw consent at any time.

Where we rely on legitimate interests, we ensure that we consider your privacy rights and only process data in a way that is proportionate and necessary.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties where necessary to deliver services or operate our business. These third parties may act as processors or independent controllers depending on the service they provide.

Processors may include:

IT and cloud service providers that support storage, communication, scheduling, or data security;
payment service providers that process transactions securely;
accounting, bookkeeping, and tax service providers;
insurance providers or claims handlers;
professional advisers such as lawyers, auditors, or consultants;
subcontracted removal or logistics partners acting under our instructions;
customer service or administration tools used to manage bookings and records.

Where third parties process data on our behalf, we require appropriate contractual protections, confidentiality obligations, and security measures. We do not allow processors to use your personal data for their own purposes unless they are acting as an independent controller and have their own lawful basis.

We may also disclose personal data where required by law, court order, regulatory request, or to protect the rights, property, or safety of our customers, staff, or the public.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and in line with legal, accounting, insurance, and operational requirements. Retention periods depend on the type of data and the reason for processing.

As a general approach:

quotation and booking records are kept for a reasonable period after the service ends;
invoices, payment records, and tax-related information are retained for the period required by law;
complaint, dispute, and claims records may be kept longer where necessary to establish, exercise, or defend legal rights;
communication records are retained only as long as needed for service management and accountability.

When personal data is no longer needed, we will securely delete, destroy, or anonymise it.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, alteration, disclosure, or destruction. These measures are designed to reflect the nature of the data we hold and the risks associated with its processing. Access is limited to personnel and authorised service providers who need the information for legitimate business purposes. While no system can be guaranteed completely secure, we work to maintain a high standard of protection.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect the information in accordance with applicable data protection law. Such safeguards may include adequacy regulations, standard contractual clauses, or other approved mechanisms.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these rights may include:

Right of access: to obtain a copy of the personal data we hold about you.
Right to rectification: to request correction of inaccurate or incomplete data.
Right to erasure: to request deletion of personal data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain situations.
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, machine-readable format where technically feasible.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits set by law.

10. Children???s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary in the context of a household move and provided by an adult responsible for the booking. If we become aware that we have collected data from a child inappropriately, we will take reasonable steps to delete it.

11. Complaints

If you have concerns about how we handle your personal data, you may contact us through the usual service channels so we can investigate and respond appropriately. You also have the right to lodge a complaint with the UK data protection authority if you believe your data protection rights have been infringed.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised 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 personal data is used.

Summary of Our Commitment

Removals Earlscourt will collect only the data needed to provide safe and reliable removal services, use it on a lawful basis, retain it only for as long as necessary, share it responsibly with trusted processors, and respect your privacy rights at every stage. This policy applies to all Removals Earlscourt customers in area and is designed to ensure transparent and compliant data processing.