Privacy Policy - Removal Company Merton

Removal Company Merton is committed to protecting the privacy and personal data of all customers, prospective customers, and website users in the Merton area. This Privacy Policy explains how we collect, use, store, share, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018. It applies to all Removal Company Merton customers in the area, including individuals, households, landlords, tenants, and business clients who use our moving, packing, storage, clearance, or related services.

1. Introduction

We understand that moving home or business premises involves sharing personal and sometimes sensitive information. We treat that information with care and only use it where we have a lawful basis to do so. This policy explains what personal data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

This policy is intended to be clear and transparent so you can understand how your data is handled throughout your relationship with us.

2. Personal Data We Collect

We may collect and process the following categories of personal data depending on the service requested and how you interact with us:

Identity data: name, title, and, where necessary, business name or trading style.
Contact data: address, email address, telephone number, and move-related addresses.
Service data: details about the items to be moved, preferred dates, access conditions, and service instructions.
Payment data: billing details, payment confirmations, and transaction records. We do not store full card details where payment is handled by a payment processor.
Account and enquiry data: information provided when you request a quote, ask a question, or communicate with us.
Operational data: notes related to surveys, quotations, scheduling, delivery, and service completion.
Technical data: limited device or usage information if you interact with our digital services, such as IP address and browser details.

In some cases, we may also collect information about access arrangements, property conditions, or special handling requirements. Where such details relate to a person and can identify them, they are treated as personal data.

3. How We Use Your Personal Data

We use personal data only for specific, legitimate purposes. These include:

Providing quotations and assessing service requirements.
Managing bookings, scheduling removals, and carrying out the agreed service.
Communicating with you about your move, including updates and service changes.
Processing payments, invoicing, and handling refunds or adjustments where applicable.
Maintaining records of services delivered, complaints, and resolution outcomes.
Meeting legal, tax, accounting, and insurance obligations.
Preventing fraud, misuse, or unlawful activity.
Improving our operations, staff training, and service quality.

We do not use personal data for purposes that are incompatible with the original reason it was collected unless permitted by law or we have informed you appropriately.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for every processing activity. Removal Company Merton relies on the following lawful bases:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes preparing a quote, confirming a booking, delivering removal services, and managing related payments or customer support.

Legal Obligation

We may process and retain data when required to comply with law, including tax, accounting, consumer law, and insurance-related obligations.

Legitimate Interests

We may use personal data where it is necessary for our legitimate business interests and where your rights do not override those interests. Examples include preventing fraud, keeping internal records, service improvement, and ensuring the security of our operations.

Consent

In limited circumstances, we may rely on your consent, for example for certain optional marketing communications. Where consent is used, you can withdraw it at any time.

We do not usually rely on consent where another lawful basis is more appropriate.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or comply with legal obligations. Such third parties act as processors or, in some cases, independent controllers.

Processors may include:

IT and cloud service providers that store or secure data.
Payment service providers that handle transactions.
Accounting and bookkeeping systems used for financial records.
Customer management or scheduling tools used to organise bookings.
Subcontracted service providers involved in delivery or storage support.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We require processors to act only on our instructions, protect data appropriately, and comply with data protection law. We do not sell personal data. If data is shared with an independent controller, it is only because there is a lawful reason to do so, such as legal compliance or service delivery.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the nature of the service.

Quotation and enquiry records: kept for a reasonable period to manage follow-up enquiries and service administration.
Contract and service records: retained for the duration of the service and for a further period to address disputes, claims, or warranty-related issues.
Financial and tax records: kept for the period required by law.
Complaint and correspondence records: retained where necessary to resolve issues and demonstrate compliance.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, and procedures for managing data handling responsibly.

No system can be guaranteed completely secure, but we take reasonable and proportionate steps to protect your information.

8. International Transfers

If any of our service providers process data outside the UK, we will ensure that appropriate safeguards are in place to protect your personal data. These safeguards may include approved contractual protections or transfer mechanisms recognised under data protection law.

9. Your Rights

As a data subject, you have rights under GDPR in relation to your personal data. These rights 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.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal conditions or exemptions. We will assess each request carefully and respond in accordance with applicable law.

10. Marketing Communications

If we send you marketing communications, we will only do so where permitted by law. You can opt out of marketing at any time. If you choose to opt out, we will stop sending relevant messages, though we may still contact you for service-related or legal reasons.

11. Children’s Data

Our services are generally not directed at children. We do not knowingly collect personal data from children unless it is necessary for the provision of services and is provided by an adult with authority to do so. Where children’s data is involved, we will handle it carefully and only as required for the service arrangement.

12. Complaints and Concerns

If you are concerned about how your personal data is handled, you should contact us through the normal service channels so we can review the matter. You also have the right to raise a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been breached.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. The latest version will apply to all Removal Company Merton customers in the area. We encourage you to review this policy periodically so you remain informed about how we process your personal data.

14. Summary of Our Commitment

Removal Company Merton takes privacy seriously and aims to process personal data lawfully, fairly, and transparently. We collect only what we need, keep it only as long as necessary, and use trusted processors where appropriate. Your rights matter, and we will respect them in line with GDPR requirements.

By using our services, you acknowledge that this Privacy Policy applies to all Removal Company Merton customers in the area and explains how their personal data is handled.