Removal Company Waterloo Privacy Policy

This Privacy Policy explains how Removal Company Waterloo collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Removal Company Waterloo customers in our service area, including individuals and businesses who enquire about, book or receive our removal, packing, storage or related services.

We are committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy sets out the types of personal data we collect, the lawful bases we rely on, how long we retain data, how we share information with processors, and the rights you have in relation to your personal data.

Who This Policy Applies To

This Privacy Policy applies to all Removal Company Waterloo customers and potential customers in our operating area. It covers anyone who contacts us to request a quote, makes a booking, uses our services, or interacts with us in relation to removals, storage, packing, or related services, whether acting on their own behalf or on behalf of a business or organisation.

Personal Data We Collect

We collect and process personal data that is necessary for us to provide and manage our services, administer our business, and comply with legal obligations. The types of personal data we may collect include:

Identification and contact details, such as full name, postal address, property address, billing address, contact address, and general contact information you provide to us.

Communication details, such as your preferred contact method and records of communications with you, including enquiries, quotes, bookings and service feedback.

Service-related information, including the details of the properties involved in your move, access information you choose to share, inventory lists, parking requirements, and any special instructions relevant to the services you request.

Contract and transaction data, including booking details, dates and times of services, invoices, payment status, and basic payment references. We do not store full payment card details; payment processing is handled through secure third-party providers.

Technical and usage information, which may include basic online identifiers or device information collected when you visit our website or interact with our online services, such as general location information, browser type, or how you use our website, where this is necessary for security or service improvement.

Any other information you choose to provide that is relevant to your move or to a service you request from us.

Lawful Bases for Processing

We process personal data only where we have a lawful basis under data protection law. Depending on the circumstances, we rely on the following lawful bases:

Performance of a contract: We process your personal data to provide quotes, confirm bookings, plan and deliver removal and related services, manage payments, and deal with enquiries or issues arising from your contract with us.

Compliance with legal obligations: We process certain information to meet legal and regulatory requirements, such as tax, accounting, record-keeping obligations, and to respond to lawful requests from authorities.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing and improving our services, handling customer enquiries, preventing fraud, ensuring the security of our staff and vehicles, and maintaining accurate records.

Consent: In some limited cases, we may rely on your consent, for example for certain types of direct marketing communications where required by law. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide quotations, respond to your enquiries, and help you plan your move or associated services.

To create and manage bookings, schedule our teams, and deliver removal, packing, storage, and related services.

To issue invoices, process payments via our chosen payment service providers, and maintain financial records.

To communicate with you before, during and after your move, including providing updates, confirming details, and responding to any questions or complaints.

To improve our services, for example by reviewing feedback, analysing service performance, and enhancing our processes and customer experience.

To protect the security and integrity of our operations, including safeguarding our staff, vehicles and customers property, and helping to detect and prevent fraud or other unlawful activities.

To comply with legal and regulatory obligations, and to establish, exercise or defend legal claims when necessary.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. We apply the following general retention principles:

Service and contract records, including basic contact details, booking information and invoice records, are typically retained for a period that reflects statutory limitation periods and accounting requirements. This is usually a number of years after the end of your contract or last interaction with us, to allow us to resolve any disputes, respond to queries and meet our legal obligations.

Quotes and initial enquiries that do not result in a booking may be retained for a limited time so that we can manage follow-up communications and maintain business records, after which they are securely deleted or anonymised.

Marketing-related data is kept for as long as you remain subscribed or otherwise continue to engage, or until you withdraw consent or object, after which we will remove you from marketing lists while retaining only minimal information necessary to record your preference.

Where we no longer need personal data, we will delete it or anonymise it so that it can no longer identify you.

Data Processors and Sharing of Information

We may share your personal data with trusted third parties who act as our data processors. These processors only process your data on our instructions, for the purposes set out in this Privacy Policy, and are required to implement appropriate security measures and maintain confidentiality.

Typical categories of processors and recipients include:

IT and systems providers who host or support our business systems, website, and communications tools.

Payment service providers who process card or electronic payments securely on our behalf.

Accountants and professional advisers who assist us with financial, legal or compliance matters, where access to certain data is necessary for their services.

Couriers or subcontracted removal teams, where required to fulfil a specific service you have requested and where sharing limited information is necessary for them to carry out their work.

Regulators, law enforcement, courts or other authorities, where we are required or permitted to do so by law, or to protect our legal rights, property and safety, or that of our customers or others.

We do not sell your personal data to third parties.

International Data Transfers

Our primary operations and data storage are located within the United Kingdom or the European Economic Area. If in exceptional cases your personal data is transferred to a country outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other approved mechanisms, to protect your data in accordance with data protection law.

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 exemptions. These include:

Right of access: You have the right to request a copy of the personal data we hold about you and to obtain information about how we process it.

Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data relating to you.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, for example while we verify the accuracy of data or where you have objected to our use of it.

Right to object: You have the right to object to processing carried out on the basis of our legitimate interests, including profiling, and to object at any time to processing for direct marketing purposes.

Right to data portability: Where we process your data on the basis of consent or contract and by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to request that we transfer it to another controller where technically feasible.

Right to withdraw consent: Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing based on consent before its withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have questions about how your personal data is handled, you can contact us using the contact details provided on our website or through your usual point of contact with Removal Company Waterloo.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your personal data has been processed in a way that does not comply with data protection law. In the United Kingdom, this is the Information Commissioner's Office.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect the personal data we hold from unauthorised access, unlawful processing, accidental loss, destruction or damage. Measures may include access controls, secure storage, staff training, and regular review of our procedures. While we take reasonable steps to protect your data, no system or transmission can be guaranteed to be completely secure.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any changes will be posted in the latest version of this Privacy Policy, and the updated policy will apply to all customers and prospective customers from the date it is published.

We encourage you to review this Privacy Policy periodically so that you remain informed about how Removal Company Waterloo protects your personal data.