Removals Richmond Privacy Policy

This Privacy Policy explains how Removals Richmond collects, uses, stores, and protects personal data relating to our customers and prospective customers. It applies to all individuals and businesses using our removal and related services in the Richmond area and surrounding locations.

Who we are

Removals Richmond is a removals and related services provider operating in the Richmond area. In the context of the General Data Protection Regulation GDPR and applicable UK data protection law, Removals Richmond is the data controller for the personal data described in this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all personal data processed by Removals Richmond in connection with enquiries, bookings, and the performance of our services, whether these services are provided to private individuals, landlords, estate agents, or business clients in the Richmond area.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you request. The categories of personal data we may collect include the following.

Identification and contact details such as name, title, postal address, collection and delivery addresses, and other contact details necessary for service delivery.

Communication data such as records of your communications with us, including queries, quotes, bookings, complaints, and feedback received via forms, online contact, or correspondence.

Service and contract data such as details of the services you request, inventory information you choose to provide, dates and times of moves, special instructions relating to your property or access, and records of any issues arising during the service.

Payment and billing data such as billing address, payment references, and records of payments made for our services. We do not store or process full card details if you use a third party payment provider.

Technical and usage data where applicable, such as basic information about how you use any online forms or tools we may provide, including timestamps and basic device information. This is used only to the extent necessary to operate and secure our services.

How we collect personal data

We may collect your personal data in a variety of ways, including the following.

Directly from you when you contact us to request a quote, make a booking, ask a question, or provide feedback.

During service delivery when our staff attend your premises to carry out surveys, removals, packing, or related services.

From third parties where necessary and lawful, for example from business partners or referrers, such as estate agents or landlords, who have your permission to share your details with us.

Lawful basis for processing

We only process your personal data where we have a valid legal basis under the GDPR. Depending on the context, we rely on one or more of the following lawful bases.

Contractual necessity. We process your personal data where it is necessary to enter into or perform a contract with you, for example to provide a quote, confirm a booking, plan your removal, and complete the service.

Legal obligations. We process some data to comply with our legal obligations, including record keeping, accounting, tax requirements, and responding to lawful requests from public authorities.

Legitimate interests. We may process your personal data for our legitimate business interests, where these interests are not overridden by your rights and freedoms. This may include managing our relationship with you, improving our services, handling queries and complaints, ensuring the security of our operations, and basic marketing to existing customers in a proportionate way.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of direct marketing or where required by law. Where we rely on consent, you have the right to withdraw your consent at any time.

How we use your personal data

We use the personal data we collect for the following main purposes.

To provide quotes and estimates for removal and related services.

To manage bookings, plan removals, and deliver the services you have requested.

To communicate with you about your enquiry or booking, including confirmations, updates, and any changes to the services.

To manage payments, invoicing, and accounting in relation to our services.

To respond to your questions, feedback, or complaints and to resolve issues.

To maintain and improve the safety, security, and quality of our services and operations.

To send you service-related notices and, where permitted, information about services that are similar to those you have previously used.

Data sharing and processors

We limit access to your personal data to those who need it in order to provide our services or fulfil our legal obligations. We may share your personal data with the following categories of recipients where appropriate.

Internal staff and contractors who are involved in planning or delivering your removal or related services, on a need-to-know basis.

Service providers acting as data processors who provide us with support services such as secure data storage, customer management tools, or payment processing. These providers are only permitted to process your personal data in accordance with our instructions and are required to keep it secure.

Professional advisers such as accountants or legal advisers, where this is necessary for legitimate business purposes and compliance with our legal obligations.

Public authorities where we are legally required to do so, for example to comply with tax or regulatory obligations, or to respond to lawful requests from law enforcement.

We do not sell your personal data to third parties.

International transfers

If we use service providers located outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection law. This may include using countries that have been recognised as providing an adequate level of data protection or entering into standard contractual clauses approved by relevant authorities.

Data retention

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

In most cases, records relating to quotes, bookings, and completed services are retained for a period that allows us to deal with queries, disputes, and legal or tax requirements. At the end of the relevant retention period, personal data is securely deleted or anonymised so that it can no longer be linked to you.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, unlawful processing, accidental loss, destruction, or damage. Access to personal data is restricted to those who need it for the purposes set out in this Privacy Policy, and those individuals are subject to confidentiality obligations.

Your data protection rights

Under the GDPR and applicable UK data protection law, you have a number of rights in relation to your personal data. These include the following.

Right of access. You have the right to obtain confirmation of whether we hold personal data about you and to request a copy of that data.

Right to rectification. You have the right to request the correction of inaccurate or incomplete personal data.

Right to erasure. In certain circumstances, you may 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 may ask us to restrict the processing of your personal data in certain situations, such as where you contest the accuracy of the data or object to our processing.

Right to object. You have the right to object to processing based on our legitimate interests, including certain forms of direct marketing. We will stop processing your data unless we can demonstrate compelling legitimate grounds to continue.

Right to data portability. Where our processing is based on consent or 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, where feasible, to have it transmitted to another controller.

Right to withdraw consent. Where we rely on your consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

Complaints and contact

If you have concerns about how we handle your personal data, you are encouraged to contact us so we can address your concerns. You also have the right to lodge a complaint with the relevant supervisory authority for data protection if you believe that your rights have been infringed.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply from the date it is made available. We recommend that you review this Privacy Policy periodically so that you remain informed about how we protect your personal data.