Privacy Policy - Removal Company Merton

Removal Company Merton is committed to protecting the privacy and personal data of all customers, prospects, and website visitors. This Privacy Policy explains how we collect, use, store, share, and protect personal information in connection with our removal, packing, storage, and related services. It applies to all Removal Company Merton customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise interacts with our business.

1. Who We Are

For the purposes of data protection law, Removal Company Merton acts as the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and methods for processing personal data in relation to our services. We handle information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Personal Data We Collect

We collect only the personal data necessary to provide our services effectively, manage our business, and meet legal obligations. The types of data we may collect include:

• Identity details such as your name and title.
• Contact details including telephone number, email address, and service address.
• Service information such as moving dates, property access details, inventory information, and service preferences.
• Billing and payment information needed to issue invoices, process payments, or manage refunds.
• Communication records including emails, messages, call notes, and complaints.
• Technical information such as IP address, browser type, and basic usage data when you interact with our digital services.
• Special category data only where strictly necessary and where permitted by law, for example, if you voluntarily share information that affects access arrangements or health-related considerations relevant to the move.

We do not intentionally collect more information than is required for a specific purpose. If you choose to provide additional information, we will only use it where there is a lawful basis to do so.

3. How We Collect Your Data

We may collect personal data directly from you when you:

• request a quotation or book a service;
• contact us by phone, email, or message;
• complete a form or provide information during planning;
• make a payment or request an invoice;
• submit a complaint, enquiry, or feedback;
• use our services at your property or premises.

We may also receive information from third parties such as landlords, letting agents, estate agents, business partners, or payment providers where this is necessary to deliver the service you requested.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under the UK GDPR. Depending on the circumstances, we rely on one or more of the following:

Contract

We process your information when it is necessary to enter into or perform a contract with you. This includes preparing quotations, arranging removals, delivering packing services, managing storage, and completing post-service administration.

Legal Obligation

We may process and retain certain data to comply with legal and regulatory obligations, including accounting, tax, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is in our legitimate interests to do so, provided your rights and freedoms do not override those interests. This may include service improvement, fraud prevention, business administration, safeguarding our equipment and personnel, and handling disputes. We always consider whether the processing is necessary and proportionate.

Consent

In some cases, we rely on your consent, especially for optional communications or where special category data is involved and no other lawful basis applies. Where consent is used, you may withdraw it at any time.

5. How We Use Personal Data

We use personal data for the following purposes:

• to provide removal and related services;
• to prepare accurate quotes and service plans;
• to communicate with you about bookings, timings, and service updates;
• to process payments and manage accounting records;
• to handle complaints, claims, and customer support requests;
• to maintain business records and meet legal duties;
• to improve our services, procedures, and customer experience;
• to protect against misuse, fraud, or unlawful activity.

We will only use your data in ways that are compatible with the purpose for which it was collected, unless we are required or permitted by law to use it differently.

6. Data Sharing and Processors

We may share personal data with trusted third-party processors who act on our behalf and under our instructions. These processors help us deliver services and operate our business efficiently. They may include:

• Payment processors for handling card or online payments;
• Accounting and bookkeeping providers for financial administration;
• IT and cloud storage providers for secure data hosting and communication tools;
• Customer management systems used to organise bookings and service records;
• Professional advisers such as insurers, legal advisers, or auditors where necessary;
• Subcontractors and operational partners who assist with the delivery of a move or related service.

All processors are required to protect personal data, process it only for specified purposes, and implement appropriate security measures. We do not sell personal data. We may also disclose data where required by law, court order, or a competent authority.

7. International Transfers

If any of our processors store or access personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or other approved transfer mechanisms. Our aim is to keep your information protected wherever it is processed.

8. Data Retention

We retain personal data only for as long as necessary to fulfil the purpose for which it was collected, including satisfying legal, accounting, insurance, or reporting obligations. Retention periods may vary depending on the type of information and the context in which it was collected.

In general, we may keep:

• customer and booking records for a reasonable period after the service ends;
• financial and tax records for the period required by law;
• complaints or claims data for as long as needed to resolve the matter and defend legal rights;
• consent-based marketing records until you withdraw consent or object.

When personal data is no longer needed, we will delete, anonymise, or securely destroy it.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our handling procedures. While no system can be guaranteed completely secure, we take data protection seriously and work to reduce risk at every stage.

10. Your Rights

Under data protection law, you have several rights regarding your personal data. These rights may be subject to certain conditions and exceptions. They include:

• The right to be informed about how your data is used;
• The right of access to obtain a copy of the personal data we hold about you;
• The right to rectification to correct inaccurate or incomplete data;
• The right to erasure in certain circumstances, also known as the right to be forgotten;
• The right to restrict processing where you contest accuracy or object to processing;
• The right to data portability for data processed by consent or contract, where applicable;
• The right to object to processing based on legitimate interests or direct marketing;
• The right to withdraw consent at any time where consent is the lawful basis.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and within the required timeframes. We may need to verify your identity before acting on your request.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with household arrangements or where provided by an adult customer for service purposes. If we become aware that we have collected data inappropriately, we will take reasonable steps to remove it.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or the way we process personal data. Any changes will apply from the date they are published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Complaints

If you have concerns about how your personal data is processed, you should first raise the issue with us so we can try to resolve it promptly and fairly. You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

14. Summary of Our Approach

We only collect data that is necessary, use it fairly, protect it carefully, and retain it for no longer than required. Removal Company Merton respects privacy, complies with applicable data protection laws, and aims to ensure that all personal data is handled with care, transparency, and accountability.