Privacy Policy

Removal Company Richmond Privacy Policy

This Privacy Policy explains how Removal Company Richmond collects, uses, stores and protects personal data relating to our customers and prospective customers in the local area. It also sets out your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all services provided by Removal Company Richmond to private individuals and business customers in our service area.

Who we are and scope of this policy

Removal Company Richmond is a removals and related services provider operating in the Richmond area. For the purposes of data protection law, we are the data controller for personal data that we collect and use in connection with our services. This Privacy Policy applies to all customers and potential customers in our service area whose personal data we process in the course of providing quotations, removals, storage or associated services.

Types of personal data we collect

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

Identification and contact details such as your name, title, postal address, details of current and new property, and other contact information you provide.

Communication records such as enquiries, quotes, booking details, complaints, and any correspondence or notes relating to your interactions with us.

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

Payment and billing information such as billing address, payment method details as required to process payments, transaction records, and information relating to invoices, refunds or disputes. We do not store full card details where payment is processed via third party payment providers.

Website and usage information such as technical data that may be collected when you visit our website, including IP address, browser type, device identifiers, and information about how you navigate and interact with our site, where this is necessary for security or improvement of our services.

Marketing preferences such as your preferences regarding receiving updates or offers from us, and records of your consent or objection to marketing communications.

How we collect your personal data

We collect personal data directly from you when you contact us to request a quotation, make a booking, use our services, complete forms, or communicate with us by telephone, in writing, or via our website. We may also receive information from third parties where it is necessary to deliver our services, for example from letting agents, estate agents, or business partners where you have authorised them to share information with us.

Lawful bases for processing your data

We process your personal data only where we have a lawful basis to do so under data protection law. Depending on the context, the lawful bases we rely on include:

Performance of a contract where processing is necessary to provide you with a quotation, to enter into and perform a removal or storage contract, to manage your booking, take payment, and deliver the agreed services.

Legal obligations where we need to comply with legal or regulatory requirements, for example tax, accounting, insurance, or health and safety obligations.

Legitimate interests where processing is necessary for our legitimate business interests and your interests and fundamental rights do not override those interests. This may include managing and improving our services, handling enquiries and complaints, protecting our business and property, and maintaining appropriate records.

Consent where we rely on your explicit consent, for example for certain types of marketing communications. You may withdraw your consent at any time using the contact details provided in this policy or by following any opt out instructions provided in the communication.

How we use your personal data

We use your personal data for the following purposes:

To provide quotations, carry out surveys where needed, and respond to your enquiries regarding our services.

To set up, manage and fulfil contracts for removal, packing, storage and related services, including scheduling moves, planning logistics, and contacting you about arrangements.

To process payments, issue invoices, handle refunds or disputes, and maintain accounting and financial records.

To communicate with you about your booking, provide updates, confirm arrangements, and handle any questions, requests or complaints you may have.

To manage our business operations, including internal administration, audit, quality assurance, risk management, staff training and service improvement.

To send you marketing communications about our services where you have given consent or where we are otherwise permitted to do so by law, and to record and respect your marketing preferences.

To protect our rights, property and safety, and that of our staff, customers and others, including preventing and detecting fraud or misuse of our services.

Data sharing and processors

We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this policy, including:

Service providers acting as data processors who provide services to us such as payment processing, IT hosting and support, communications platforms, customer relationship management tools, document storage, or professional advisers. These processors are only permitted to process your data on our instructions and are required to keep it secure.

Subcontractors or partner companies involved in delivering parts of the removal or storage service, for example where we engage a specialist provider to assist with certain items or locations. In these cases, we share only the information necessary for them to perform their services.

Professional advisers such as accountants, auditors, insurers and legal advisers where this is necessary to obtain professional advice or manage legal or insurance matters.

Authorities and regulators where we are required or permitted to do so by law, court order or regulatory requirement, or to protect our rights or the rights of others.

International transfers

As a general rule, we aim to process and store your personal data within the United Kingdom or the European Economic Area. If we use a service provider that transfers data outside these locations, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent protections required by data protection law, to ensure your data remains protected.

Data retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. The specific retention period will vary depending on the type of data and our legal obligations.

In general, we will retain contract and transaction records for a period required by tax, accounting and regulatory rules after completion of the services. Enquiry and quotation information may be kept for a shorter period where no contract is formed, to help us manage follow up enquiries and maintain accurate records.

When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be associated with you.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data processed by Removal Company Richmond. These include:

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

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

Right to erasure You have the right in certain circumstances to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other legal basis for processing.

Right to restriction You have the right to request that we restrict the processing of your personal data in certain situations, such as while we are verifying its accuracy or considering an objection you have raised.

Right to data portability Where we process your personal data on the basis of consent or for the performance of a contract and the processing is carried out by automated means, you may have the right to receive the data in a structured, commonly used and 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 based on our legitimate interests where you believe your interests or fundamental rights and freedoms override ours. You also have an absolute right to object to direct marketing at any time.

Rights in relation to automated decision making You have the right not to be subject to a decision based solely on automated processing, including profiling, which produces legal effects or similarly significant effects concerning you, unless certain conditions are met. Removal Company Richmond does not typically use automated decision making in relation to customers.

You can exercise these rights by contacting us using the details provided in our customer communications or through the usual contact channels you use to reach Removal Company Richmond. We may need to verify your identity before responding to your request, and we will respond within the time limits set by law.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training, and procedures for managing suspected data breaches. While we strive to protect your personal data, no system can be guaranteed to be completely secure.

Updates 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 updates will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.