Removal Company Highbury Privacy Policy

This Privacy Policy explains how Removal Company Highbury collects, uses, stores, and protects personal data of its customers in the Highbury area. It is intended to comply with the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Removal Company Highbury customers, including prospective, current, and former customers in the Highbury area who use or inquire about our removal and associated services.

Data Controller

Removal Company Highbury is the data controller for the personal data it collects and processes about you. As data controller, we decide how and why your personal data is used and are responsible for ensuring that it is handled in accordance with applicable data protection laws.

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. This may include:

Identification and contact details, such as your full name, postal address, service address, billing address, and other contact details you provide to us.

Communication details, including information you give us when you contact us by phone, post, or online forms, such as queries about services, feedback, or complaints.

Service-related details, such as details of the property or premises from and to which you are moving, access information relevant to the move, inventory or description of belongings for quotation purposes, requested services, appointment dates, and service notes recorded by our staff.

Payment and billing information, such as payment method, billing history, and records of invoices and receipts. We do not store full card details if you pay by card, but we may process the necessary details through our payment processors.

Website and usage data, which may include technical data about your device and browsing actions when you visit our website, such as IP address, browser type, and basic analytics data, to help us understand how our site is used and to improve our services.

Any other information you choose to provide, such as additional instructions for your move or special requirements you voluntarily share with us.

How We Collect Your Data

We collect personal data directly from you when you:

Request a quote or estimate.

Make a booking or enter into a contract for removal services.

Communicate with us by phone, post, or via online forms.

Provide feedback or submit a complaint.

Visit our website or interact with our online content.

We may also receive personal data about you from third parties where this is necessary and lawful, for example from referral partners or comparison sites that you have used to request moving quotes, and from payment service providers that process your payments.

Lawful Basis for Processing

We only process your personal data when we have a lawful basis to do so. Depending on the context, we rely on the following lawful bases:

Performance of a contract: To take steps at your request before entering into a contract and to perform our contract with you, such as providing quotes, arranging and carrying out removal services, and managing your booking.

Legal obligations: To comply with legal or regulatory requirements, such as record-keeping, tax obligations, and responding to lawful requests from public authorities.

Legitimate interests: To pursue our legitimate business interests, provided that these interests are not overridden by your rights and interests. Legitimate interests may include responding to your queries, improving our services, managing and developing our business, protecting our property, and preventing fraud or misuse of our services.

Consent: Where required, we may rely on your consent, for example for certain types of marketing communications. You can withdraw your consent at any time, and this will not affect the lawfulness of processing carried out before consent was withdrawn.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide removal and related services, including preparing quotes, scheduling moves, planning logistics, and communicating with you about your booking.

To manage customer relationships, including handling your inquiries, complaints, or feedback, and maintaining accurate records.

To process payments and manage billing, including issuing invoices, processing refunds where applicable, and maintaining financial records.

To operate, maintain, and improve our website and services, including performing analytics and understanding how customers use our services.

To send you service-related communications that are necessary to deliver our services, such as confirmations, updates, or changes to our terms.

To comply with legal obligations and to protect our rights, for example in relation to legal claims, security, or suspected fraudulent activity.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, or for as long as required by law.

Customer and service records are generally kept for a period necessary to manage our relationship with you and to meet accounting, tax, and legal obligations. After the relevant retention periods expire, personal data will be securely deleted, anonymised, or otherwise removed from our systems.

Where we process personal data on the basis of your consent for marketing, we retain that data until you withdraw your consent or we determine that the data is no longer needed for that purpose.

Sharing Your Personal Data and Processors

We do not sell your personal data. We may share your personal data with third parties where necessary and lawful, including:

Service providers acting as processors who provide services to us, such as payment processing, secure data storage, customer management systems, website hosting, and IT support. These providers are only permitted to process your personal data on our instructions and must protect your data in accordance with applicable laws and contractual obligations.

Subcontractors or partner companies who assist in delivering removal services, for example additional vehicles or labour where required for your move. Such sharing is limited to the information required to perform the services.

Professional advisers such as accountants, auditors, or legal advisers where necessary for the management of our business or in connection with legal claims.

Public authorities, regulators, law enforcement, or courts where we are legally required to do so or where disclosure is necessary to protect our rights or the rights of others.

Where personal data is transferred to processors or third parties, we take steps to ensure that appropriate technical and organisational measures are in place to safeguard your information.

International Transfers

Our main data processing activities are intended to take place within the United Kingdom or the European Economic Area. If we ever transfer your personal data to a country outside these areas that does not provide the same level of data protection, we will implement appropriate safeguards, such as standard contractual clauses or equivalent lawful mechanisms, to ensure that your data remains protected.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

Right of access: You have the right to request confirmation as to whether we process your personal data and to obtain a copy of that data, along with certain information about how it is used.

Right to rectification: You have the right to request that inaccurate or incomplete personal data about you be corrected or updated.

Right to erasure: In certain circumstances, you may request that we delete your personal data, for example where it is no longer necessary 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 of processing: You may request that we restrict the processing of your personal data in certain situations, such as when you contest its accuracy or object to our processing.

Right to data portability: In some cases, you may request that we provide you with your personal data in a structured, commonly used, and machine-readable format, or that it be transmitted directly to another controller, where technically feasible.

Right to object: You have the right to object to the processing of your personal data where we rely on legitimate interests as the lawful basis, including profiling based on those interests. You also have the right to object to direct marketing at any time.

Right to withdraw consent: Where we process your personal data on the basis of your consent, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, you should contact us and clearly specify which right you wish to exercise and, where relevant, the information your request relates to. We may need to verify your identity before responding to your request.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction, or damage. These measures may include access controls, secure storage, and staff training on data protection responsibilities. While we take reasonable steps to safeguard your information, 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 practices, legal requirements, or for other operational reasons. The updated version will be posted under the Privacy Policy section of our website with an updated effective date. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

Contact and Complaints

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal data, you should contact us using the contact details provided on our website or in your service documentation.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We would, however, appreciate the opportunity to address your concerns directly before you approach the supervisory authority, and we encourage you to contact us in the first instance.