Privacy Policy - Removal Company Pimlico

This Privacy Policy explains how Removal Company Pimlico collects, uses, stores, shares, and protects personal data in line with the UK GDPR and the Data Protection Act 2018. It applies to all Removal Company Pimlico customers in the area, including anyone requesting a quote, booking a service, or communicating with us in relation to removals, packing, storage, or related services.

We are committed to handling personal information lawfully, fairly, and transparently. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, and what rights you have over your data.

1. Who We Are

Removal Company Pimlico is a removals service provider operating in Pimlico and surrounding local areas. For the purposes of data protection law, we act as a data controller when we determine the purposes and means of processing your personal data. In some situations, we may also act as a data processor when handling information on behalf of another controller, such as a landlord, business client, or agent who has arranged services for a customer.

2. Data We Collect

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

Identity details such as your name, title, and any business or household name associated with the booking.
Contact information such as phone number, email address, and service address.
Booking and service details such as move dates, property access information, inventory notes, special handling requirements, and preferred service options.
Billing and payment information such as invoice details, payment status, and transaction records.
Communication records including emails, notes from calls, quotes, complaints, and feedback.
Technical data such as IP address or device-related information if you interact with us through digital systems used for administration or booking.
Special category data only where necessary and with appropriate safeguards, for example if you voluntarily share information about access needs, health-related requirements, or other sensitive circumstances relevant to a removal.

We aim to collect only the information needed to deliver our services effectively and responsibly. We do not intentionally collect more data than is necessary for the purposes described in this policy.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To manage bookings, schedules, and service delivery.
To contact you before, during, or after a move regarding arrangements or changes.
To prepare invoices, process payments, and maintain financial records.
To respond to enquiries, complaints, and service issues.
To improve our services, training, and operational planning.
To comply with legal and regulatory obligations.
To establish, exercise, or defend legal claims where needed.

We only use your data for legitimate and specified business purposes. Any processing that is incompatible with those purposes will not be carried out without an appropriate lawful basis.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each type of processing. Depending on the context, we may rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing a quote you asked for, completing a move, managing a booking, and issuing invoices.

Legal Obligation

We may process and retain data where required by law, including accounting, tax, recordkeeping, fraud prevention, or compliance with lawful requests from authorities.

Legitimate Interests

We may process information where it is necessary for our legitimate business interests and where those interests are not overridden by your rights. This may include service administration, internal recordkeeping, improving operations, and defending against claims. When we rely on this basis, we assess the impact on your rights and apply appropriate safeguards.

Consent

In limited cases, we may rely on your consent, especially where processing involves optional marketing or specific sensitive information beyond what is strictly necessary. If we rely on consent, you may withdraw it at any time.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, for example where urgent action is needed in an emergency during a service.

5. Sharing Your Data and Processors

We may share personal data only where necessary and with appropriate safeguards. This may include the following types of recipients:

Service providers and processors who support our operations, such as IT hosting providers, customer management software providers, payment processors, and accounting services.
Subcontractors or crew partners who assist in carrying out a booked removal or related service.
Professional advisers such as accountants, insurers, legal advisers, or auditors.
Authorities and regulators where disclosure is required by law or necessary to protect rights, safety, or property.
Third parties involved in your booking such as landlords, estate agents, building managers, or business coordinators, but only where necessary for the service arrangement or where you have asked us to do so.

When we use processors, they are bound by contract to act only on our instructions, to protect the data appropriately, and to comply with applicable data protection laws. We do not sell your personal data.

6. Data Retention

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

Quotation and enquiry data may be retained for a reasonable period to manage follow-up, customer service, and business records.
Contract and booking records are generally retained for the duration of the service relationship and for a further period where needed for legal defence or dispute resolution.
Invoice, payment, and tax records are retained in accordance with applicable financial and tax laws.
Complaint and incident records may be retained longer where needed to resolve disputes or meet legal requirements.

When data is no longer required, we will securely delete it, anonymise it, or otherwise dispose of it in a safe manner. Retention is based on necessity, not convenience.

7. Security of Your Data

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, password protection, staff confidentiality obligations, and limited access to information on a need-to-know basis.

While we work to protect your data, no system can be guaranteed completely secure. If a personal data breach occurs and it is likely to result in a risk to your rights and freedoms, we will act in accordance with legal requirements.

8. Your Rights

As a data subject under GDPR, you have several rights in relation to your personal data. These rights may be subject to certain legal exemptions and conditions.

Right of access – you can request confirmation of whether we process your data and obtain a copy of it.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – you can request deletion of your data where there is no lawful reason for us to keep it.
Right to restriction – you can ask us to limit how we use your data in certain circumstances.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can ask for certain data to be provided in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will consider your request in line with applicable law and respond within the required timeframe. You may also raise concerns about how your data is handled. We encourage you to contact us first so we can resolve issues promptly, although you also have the right to complain to the relevant supervisory authority.

9. International Transfers

Where service providers or systems used by us involve data being transferred outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to preserve your rights.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary for the delivery of a requested service and provided by an appropriate adult or authorised representative. If we become aware that we have collected data from a child inappropriately, we will take steps to delete it where required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updates will take effect when published in the revised version. We encourage customers to review this policy periodically so they remain informed about how their information is used.

12. Our Commitment

Removal Company Pimlico is committed to respecting privacy, acting transparently, and using personal data responsibly. We understand that customers trust us with information that is sometimes sensitive and time-critical, especially during a move. For that reason, we handle data with care, apply the principle of data minimisation, and aim to ensure that all processing is lawful, proportionate, and secure.

This Privacy Policy applies to all Removal Company Pimlico customers in the area. By using our services, you acknowledge that your data may be processed as described in this policy and in accordance with applicable data protection laws.