London Removal Privacy Policy

This Privacy Policy explains how London Removal collects, uses, stores and protects the personal data of its customers and prospective customers in the London area. It also sets out your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all services provided by London Removal and to all individuals who contact or use London Removal within the service area.

Who we are and scope of this policy

London Removal is a removals and related services provider operating in the London area. When we refer to we, us or our in this Privacy Policy, we are referring to London Removal as the controller of your personal data. This Privacy Policy applies to all personal data that we process about customers, potential customers and any individuals who interact with us in relation to our services within our London service area.

What personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The main categories of personal data we may collect are:

Identification and contact details, such as your name, postal address, property addresses for collection and delivery, and any other details you provide to enable us to contact you.

Service and booking information, such as details of the removal service you request, inventory information you provide, access details for properties, preferred dates and times, and any special instructions or notes you choose to give us.

Communication records, such as information you provide when you contact us to request a quote, make a booking, ask a question, give feedback or make a complaint. This may include records of telephone conversations, messages or correspondence.

Payment-related information, such as date and time of payment, payment method and amount. We do not retain full payment card details; these are handled by our payment processors in line with their own security standards.

Technical and usage information, such as information about how you use our website, including pages visited, time spent and basic device or browser information. This is generally collected using cookies or similar technologies where permitted by law.

How we collect your personal data

We collect personal data in several ways, including:

Directly from you when you contact us to request a quote, make a booking, confirm service details, or communicate with us by phone, online forms or other channels.

Automatically when you visit our website, through the use of cookies and similar technologies that capture technical and usage information.

From third parties where necessary to provide our services, for example from landlords, letting agents or building managers if they are involved in coordinating access to a property. In such cases, we only receive the minimum information needed to carry out the service.

Lawful bases for processing your data

We will only process your personal data where we have a lawful basis under data protection law. Depending on the context, we may rely on one or more of the following lawful bases:

Contractual necessity. Where processing is necessary to enter into or perform a contract with you, such as when providing a quote, confirming a booking, carrying out a removal service, issuing invoices, or managing any changes or cancellations.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests and where your interests or fundamental rights do not override those interests. This may include managing and improving our services, handling enquiries and complaints, ensuring the security of our operations, and maintaining business records.

Legal obligation. We may process your personal data where we are required to do so to comply with legal obligations, for example in relation to accounting, tax or regulatory requirements.

Consent. In limited circumstances we may ask for your consent to process certain personal data, for example for specific marketing activities. Where we rely on consent, you are free to withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide quotes, confirm bookings and deliver our removal and related services.

To communicate with you about your enquiries, bookings, service updates, changes, cancellations or follow-up after a service.

To manage payments, invoicing, refunds and accounting in relation to the services we provide.

To respond to requests, feedback and complaints, and to resolve any disputes.

To operate, maintain and improve our website, internal processes and customer service.

To comply with legal or regulatory obligations, law enforcement requests, or to protect our rights and the rights of others.

Data retention and storage

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, or to meet legal, regulatory, tax or accounting requirements.

In general, customer records linked to bookings and service delivery are retained for a period that reflects statutory limitation periods and our legitimate business needs. After this period, data is either securely deleted, anonymised or archived with restricted access where continued retention is required by law.

The exact retention period may vary depending on the type of data and the context in which it was collected. In all cases, we apply the principle of data minimisation and regularly review the personal data we hold to ensure it is still necessary.

Data processors and third parties

We may share your personal data with trusted third parties who act as data processors on our behalf. These processors are engaged to assist us in delivering our services and operating our business, and they are only permitted to process your personal data in accordance with our instructions and applicable data protection law.

Examples of such processors may include payment processing providers, IT and hosting providers, customer management systems, and professional advisers who support our operations. We put in place appropriate contractual and security measures to ensure that your personal data is protected when processed by these third parties.

We may also share personal data with other controllers where necessary, for example with insurers, legal advisers or public authorities where required by law, or in order to exercise or defend legal claims.

International transfers

If we transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your data in accordance with data protection laws. These safeguards may include standard contractual clauses or other legally recognised mechanisms that ensure an adequate level of protection for your personal data.

Your data protection rights

Under the UK General Data Protection Regulation and related laws, you have a number of rights in relation to your personal data. These rights include:

The right of access. You can request confirmation of whether we process your personal data and obtain a copy of the personal data we hold about you, together with certain additional information.

The right to rectification. You can request that we correct any inaccurate or incomplete personal data we hold about you.

The right to erasure. In certain circumstances, you can request that we delete your personal data. This right is not absolute and may not apply where we have a legal obligation or overriding legitimate interest to retain the data.

The right to restriction. You can request that we restrict the processing of your personal data in certain situations, for example while we verify its accuracy or assess an objection to processing.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including in relation to certain forms of direct marketing.

The right to data portability. Where processing is based on consent or contractual necessity and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to transmit it to another controller.

The right to withdraw consent. Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our main website or service materials. We will respond to your request as soon as reasonably possible and within the time limits set by law.

You also have the right to lodge a complaint with the relevant data protection authority if you are dissatisfied with how we handle your personal data. In the United Kingdom, this is the Information Commissioners Office. We encourage you to contact us first so that we can address your concerns directly where possible.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training and periodic review of our security practices. While we take reasonable steps to safeguard your data, no system can be completely secure and we cannot guarantee absolute security.

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 changes will be published in the latest version of this Privacy Policy. Your continued use of our services after changes have been made will indicate your acceptance of the updated Privacy Policy.