Privacy Policy - Removals Waterloo

This Privacy Policy explains how Removals Waterloo collects, uses, stores, shares, and protects personal data when providing services to customers in the Waterloo area. It applies to all Removals Waterloo customers in the area, including individuals, households, landlords, tenants, and business clients who request removals, packing, storage coordination, delivery, or related services.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out the types of data we collect, the reasons for processing it, the lawful bases we rely on, how long we keep it, the processors we use, and the rights available to data subjects.

1. Data We Collect

We collect only the personal data needed to deliver services safely and effectively. Depending on the service requested, this may include:

Identity details, such as your name and title.
Contact information, such as your address, telephone number, and email address.
Service information, including move date, property access details, inventory notes, special handling requirements, and delivery instructions.
Billing and transaction data, such as payment status, invoice records, and service history.
Correspondence records, including messages, complaints, claims, and service updates.
Technical data, where applicable, such as website usage data or device identifiers if you interact with digital systems used to manage bookings or enquiries.
Vehicle and site access information, where needed for planning and health and safety purposes.

We do not intentionally collect special category data unless it is strictly necessary and explicitly provided by you for a specific service-related reason. If such information is ever needed, it will be handled with additional care and only where a lawful basis applies.

2. How We Use Personal Data

We use personal data to provide, manage, and improve our removals services. Typical uses include:

processing enquiries and quotations;
arranging bookings and scheduling services;
planning routes, resources, and staffing;
providing packing, transport, delivery, and storage-related support;
communicating service updates and changes;
issuing invoices and managing payments;
handling customer queries, claims, complaints, and dispute resolution;
meeting legal, insurance, accounting, and regulatory obligations;
protecting property, staff, and customers through operational and safety procedures.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that another compatible purpose applies and is permitted by law.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each processing activity. Removals Waterloo relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes managing quotations, bookings, service delivery, invoicing, and customer support related to the service you requested.

Legal Obligation

We may process data to comply with legal requirements, including tax records, accounting duties, insurance obligations, and regulatory record-keeping.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where your interests and rights do not override those interests. This may include service administration, internal record management, fraud prevention, quality control, and operational improvement. We ensure that any reliance on legitimate interests is proportionate and relevant to the service provided.

Consent

Where required by law, we will rely on your consent. For example, if we need to process certain optional information or send specific marketing communications, we will obtain consent where appropriate. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting contractual, legal, insurance, and accounting obligations. Retention periods vary depending on the type of data and the nature of the service.

Booking and service records are generally retained for the duration of the customer relationship and for a reasonable period afterwards in case of disputes or follow-up.
Financial and invoicing records are retained for the periods required by tax and accounting law.
Claims, complaints, and correspondence may be retained longer where needed to resolve disputes or defend legal claims.
Technical records are retained only as long as needed for system security, diagnostics, and operational use.

When personal data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in line with our retention procedures.

5. Data Processors and Third Parties

We may use trusted third-party processors to support our operations. These processors only act on our instructions and are required to protect personal data under appropriate contractual terms. Examples of processors may include:

IT and cloud service providers that host systems, files, or communications tools;
Accounting and invoicing providers used for financial administration;
Payment service providers that process transactions securely;
Customer relationship or booking systems used to manage appointments and service records;
Insurance or claims partners where required to handle incidents, liability matters, or loss reports;
Professional advisers such as legal, audit, or compliance advisers when necessary;
Subcontracted service providers engaged to assist with removals, storage, or logistics where needed to fulfil your booking.

We do not sell personal data. Where third parties receive personal data, we require them to process it lawfully, securely, and only for the agreed purpose. If data is transferred outside the UK, we will ensure appropriate safeguards are in place.

6. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, staff confidentiality obligations, secure storage, and limited data sharing. While no method of transmission or storage is completely risk-free, we take data protection seriously and continuously review our safeguards.

7. Your Rights

As a data subject, you have rights under UK GDPR in relation to your personal data. These may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete data.
Right to erasure – to request deletion of your 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 format where applicable.
Right to withdraw consent – where processing is based on consent.

To exercise your rights, you may submit a request through the appropriate channel used for your service. We may need to verify your identity before responding. We will respond within the time limits required by law unless an extension is permitted.

8. Automated Decision-Making

We do not use personal data for decisions that have legal or similarly significant effects on individuals without human involvement. If automated tools are used for planning or administrative support, they are applied in a limited and practical way and do not replace human oversight.

9. Children’s Data

Our services are generally directed to adults. We do not knowingly collect personal data from children unless it is necessary for arranging a service requested by an adult customer and is handled appropriately. If we become aware that data has been collected improperly, we will take steps to delete it or secure appropriate consent where required.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, practice, or services. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers in the Waterloo area to review this policy periodically so they remain informed about how their data is handled.

By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy, subject always to your rights under applicable data protection law.

Removals Waterloo is committed to protecting privacy and maintaining trust in every customer relationship. If any part of this policy is found to conflict with applicable law, the law will prevail to the extent of that conflict.