This Privacy Policy explains how London Removals and Storage collects, uses, stores and protects your personal data when you use our services. It applies to all London Removals and Storage customers within our service area, including enquiries made through our website, in person or by any other means. We are committed to handling your personal data in a lawful, fair and transparent way and in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.
London Removals and Storage is a removals and storage business operating in the London area and surrounding regions. For the purposes of data protection law, we act as the data controller in relation to the personal data we collect about our customers and prospective customers. This Privacy Policy covers all personal data that we process in connection with providing removals, packing, storage and related services to individuals and businesses.
We only collect personal data that we need in order to provide our services, run our business and meet our legal obligations. The information we may collect includes:
Name and contact details such as your full name, address, job or collection and delivery addresses, and general contact details.
Service information such as details of the property you are moving from and to, the type and quantity of items to be moved or stored, access details and any special handling requirements.
Booking and communication records such as enquiries, quotations, bookings, feedback, complaints and any other correspondence you have with us.
Payment and transaction data such as amounts due, payment method used and payment status. We do not store full payment card details; where card payments are taken, this is done via a secure payment processor.
Website usage and technical data such as pages visited, how you found our website, and basic technical information about your device or browser, where this is collected through necessary cookies or similar technologies.
Any other information you choose to provide to us where it is relevant to your move or storage arrangement.
We collect personal data in several ways, including:
When you contact us directly to request a quote, make a booking or ask a question.
When you complete forms on our website or provide information in person or over the phone.
When we provide onsite surveys or assessments to prepare quotations or plan your move or storage.
When you engage with us through our advertising or general marketing activity, where lawful to do so.
From third parties who are legitimately involved in your move, such as relocation agents, property agents or similar intermediaries, where they have a lawful basis to share data with us.
We process your personal data on one or more of the following lawful bases:
Contractual necessity: To take steps at your request before entering into a contract and to perform the contract for removals or storage services that you have entered into with us. For example, to provide quotations, confirm bookings, deliver your move and manage your storage.
Legitimate interests: To pursue our legitimate business interests, such as improving our services, managing our business operations, safeguarding our property and preventing fraud. We balance these interests against your rights and freedoms and only rely on this basis where it is appropriate.
Legal obligation: To comply with legal and regulatory requirements, including accounting, tax and insurance obligations and responding to requests from competent authorities.
Consent: In limited cases, where we rely on your explicit consent, such as for certain types of optional marketing communications. Where we rely on consent, you can withdraw it at any time.
We may use your personal data for the following purposes:
To provide quotations, manage enquiries and respond to your requests for information about our services.
To plan, organise and carry out removals, packing and storage services, including arranging access, transportation and delivery.
To manage your account with us, including billing, payments, credit control and customer service.
To maintain records of services provided, contracts, transactions and communications for business management, quality control and legal compliance.
To improve our services and operations, including staff training, service monitoring and internal analysis.
To send you information about our services where we are legally permitted to do so, and where required, with your consent and subject to your right to opt out.
To protect our rights, property and safety and that of our staff, customers and third parties, and to detect and prevent fraud or other unlawful activity.
We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy, including:
Service providers and professional advisers who act as data processors and assist us with functions such as IT services, secure data hosting, payment processing, accounting, auditing, legal advice, fleet management or document storage.
Subcontractors and partner organisations directly involved in providing removals or storage services to you, where needed to fulfil your contract.
Insurance providers and claims handlers where insurance is arranged in connection with your move or storage.
Regulators, law enforcement bodies, public authorities or other third parties where we are required to do so by law or where this is necessary to protect our rights or the rights of others.
Whenever we use data processors, we require them to act only on our instructions, keep your data secure and comply with data protection law.
Our primary data processing activities are carried out within the United Kingdom or the European Economic Area. If we ever need to transfer personal data outside of these locations, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your data and your rights.
We keep your personal data only for as long as is necessary for the purposes for which it was collected and to meet our legal, accounting and reporting obligations.
In general, we retain customer and transaction records for a period that allows us to manage our relationship with you, deal with any complaints or disputes and comply with statutory retention requirements. Once your data is no longer needed, we will delete it or anonymise it so that it can no longer be linked to you.
The specific retention period may vary depending on the type of data and the context of our relationship with you, but we regularly review our retention practices to ensure they remain appropriate.
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, alteration or disclosure. These measures include restricted access to systems and premises, staff training in data protection responsibilities and the use of reputable service providers for IT and payment processing.
While we work hard to safeguard your information, no system can be completely secure. We therefore cannot guarantee absolute security but we continuously review and improve our security arrangements.
Under data protection law you have a number of rights in relation to the personal data we hold about you. These rights apply to all London Removals and Storage customers in our service area, subject to certain legal limitations and exemptions. Your rights include:
The right of access: You can request a copy of the personal data we hold about you and information about how we use it.
The right to rectification: You can ask us to correct any inaccurate or incomplete personal data that we hold about you.
The right to erasure: In some circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no other lawful basis to keep it.
The right to restrict processing: You can request that we limit the way we use your personal data in certain situations, such as while we are checking its accuracy or considering an objection you have raised.
The right to object: You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis, and you believe your rights override those interests. You always have the right to object to direct marketing.
The right to data portability: In certain circumstances, you can request that we provide your personal data in a structured, commonly used and machine readable format, or that we transfer it to another organisation where technically feasible.
The right to withdraw consent: Where we rely on your consent to process your personal data, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before you withdrew consent.
If you wish to exercise any of your data protection rights or have questions about how we process your personal data, you can contact us using the details provided on our website or in your service documentation. We may need to verify your identity before we can respond to your request. We aim to respond within the timescales required by law and will explain if we are unable to fully comply with your request for legal or technical reasons.
If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection authority. Details of how to contact the authority can be found on its official website.
We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations or services. Any changes will be posted in the latest version of this policy. We encourage you to review this Privacy Policy periodically to stay informed about how we use and protect your personal data.
