Removals Waterloo Privacy Policy

This Privacy Policy explains how Removals Waterloo collects, uses, stores, and shares personal data when providing removal and related services. It applies to all Removals Waterloo customers and prospective customers in the Waterloo area and any individuals who interact with us in connection with our services.

Who We Are

Removals Waterloo is a removals service provider operating in the Waterloo area. For the purposes of applicable data protection laws, including the United Kingdom General Data Protection Regulation and the Data Protection Act 2018, Removals Waterloo is the data controller in respect of the personal data it processes about you.

Scope of This Privacy Policy

This Privacy Policy applies to personal data collected from customers, prospective customers, website visitors, and any individual who contacts or is contacted by Removals Waterloo in relation to our services in the Waterloo area. By engaging with our services, you acknowledge that you have read and understood the practices described in this Privacy Policy.

Personal Data We Collect

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

Identification and contact details, such as your name, postal address, property addresses for collection and delivery, and preferred contact details that you provide to us during enquiries, quotations, and service bookings.

Service and contract information, such as details of the services you request, inventory lists or descriptions of items to be moved, access details for properties, dates and times of moves, and any special instructions you provide relating to the service.

Billing and payment information, such as billing address and payment-related details necessary to process your payment. Payment card details are typically processed by secure third-party payment processors and are not stored by us beyond what is necessary for transaction identification and compliance purposes.

Communications and correspondence, such as emails, messages, and notes from telephone conversations or other interactions with you, including any feedback, complaints, or queries that you raise.

Technical and usage data, which may include basic information about how you access and use our website or online enquiry forms, such as device identifiers, approximate location, and browsing information, to the extent this is collected by our analytics or hosting providers.

How We Collect Your Data

We collect personal data directly from you when you contact us for a quotation, make a booking, engage our services, or communicate with us by telephone, in person, through online forms, or by other means.

We may also receive personal data about you from third parties where this is necessary for the provision of our services, for example from landlords, estate agents, or other individuals involved in the move, where they provide your contact or property details for coordination purposes.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under applicable data protection law. The main lawful bases we rely on are:

Contract performance: We process your personal data in order to provide our removals and related services, including giving quotations, confirming bookings, planning and carrying out moves, and administering your account.

Legal obligations: We process certain data where required to comply with legal obligations, such as accounting, taxation, insurance, and regulatory record-keeping requirements.

Legitimate interests: We process personal data to pursue our legitimate business interests where these are not overridden by your rights and interests. This includes managing and improving our services, responding to enquiries, handling complaints, safeguarding property and staff, and maintaining business records.

Consent: In limited cases, we may rely on your consent, for example for certain types of optional marketing communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided in this Privacy Policy.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations, schedule and deliver removals services, coordinate access and logistics, and communicate with you about your booking or enquiry.

To manage our relationship with you, including customer service, handling feedback, dealing with complaints, and updating you about important service changes.

To process payments, issue invoices, manage refunds, and carry out financial management and accounting.

To maintain and improve our website, systems, and services, including monitoring usage patterns, resolving technical issues, and optimising the customer experience.

To protect our business, customers, and staff, including managing security, preventing fraud, enforcing our terms, and managing disputes.

To comply with applicable laws and regulations, and to respond to lawful requests from public authorities where required.

Data Processors and Third Parties

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These third parties only process your data in accordance with our instructions and for the purposes described in this Privacy Policy.

Types of processors and third parties we may use include:

IT and hosting providers who host our website, email services, and business systems.

Payment processing providers who handle payment transactions and related financial services.

Customer management and booking system providers that help us manage enquiries, quotations, and service bookings.

Professional advisers, such as accountants or legal advisers, where needed for business management, legal claims, or compliance.

We may disclose personal data to public authorities, regulators, or law enforcement agencies where required by law or where necessary to protect our rights, property, or the safety of our staff, customers, or others.

Data Retention

We retain your personal data only for as long as necessary for the purposes for which it was collected, including to provide our services, meet legal, accounting, or reporting obligations, and resolve disputes.

In general, we keep customer and service-related records for a period reflecting limitation periods for legal claims and statutory record-keeping requirements. After the applicable retention period has expired, personal data will be securely deleted, anonymised, or otherwise put beyond use.

International Transfers

Where we engage service providers that transfer or store personal data outside the United Kingdom or European Economic Area, we take steps to ensure that appropriate safeguards are in place, such as data protection agreements that incorporate standard data protection clauses or other recognised safeguards. You may contact us for more information about the safeguards applied to international transfers relevant to your data.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. Measures may include access controls, secure storage, encryption or pseudonymisation where appropriate, staff training, and procedures for handling suspected data breaches.

While we strive to protect your personal data, no system can be completely secure. You are responsible for taking reasonable steps to safeguard your own information, especially when communicating with us online.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to the personal data we hold about you. These include, in summary:

Right of access: You have the right to request confirmation of whether we process your personal data and to request access to that data, together with information about how it is used.

Right to rectification: You have the right to request that inaccurate or incomplete personal data we hold about you is corrected or updated.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where the data is no longer necessary for the purposes for which it was collected or where you withdraw consent on which the processing is based.

Right to restriction: You have the right to request that we restrict the processing of your personal data in specific situations, such as while we investigate a concern about its accuracy or use.

Right to data portability: Where our processing is based on your consent or on a contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, machine-readable format and to have it transmitted to another controller where technically feasible.

Right to object: You have the right to object to processing that is based on our legitimate interests, including profiling, on grounds relating to your particular situation. We will stop processing unless we can demonstrate compelling legitimate grounds which override your interests, rights, and freedoms, or where the processing is required for legal claims.

Rights in relation to marketing: Where we use your data for direct marketing, you can object at any time and we will stop using your data for this purpose.

To exercise any of these rights, or if you have questions about how we handle your personal data, you can contact us using the contact details made available on our website or in your service documentation. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we offer. Any material changes will be communicated through an updated version made available to customers. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.