Privacy Policy - Removal Company Catford

This Privacy Policy explains how Removal Company Catford collects, uses, stores, shares, and protects personal data. It applies to all Removal Company Catford customers in the area, including individuals who request quotes, book services, communicate with us, or otherwise use our removal and related services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to current, former, and prospective customers of Removal Company Catford, as well as anyone who has interacted with us in connection with a home move, office move, packing service, storage arrangement, furniture handling, or related removal activities. It also applies to customer representatives, landlords, tenants, business contacts, and other individuals whose data may be processed as part of providing our services.

2. Information We Collect

We collect only the personal data needed to provide our services effectively and responsibly. The type of information we may collect includes:

Identity details such as your name and, where relevant, the names of other people involved in the move.
Contact details such as telephone number, email address, move-out address, move-in address, and any delivery or collection instructions.
Service details including quotes requested, booking preferences, inventory lists, access notes, moving dates, and any special handling requirements.
Payment information such as billing details and transaction records. We do not store full payment card details if payment is processed through a secure third-party provider.
Communication records including emails, text messages, call notes, complaints, and service feedback.
Technical information such as device, browser, and usage data if you interact with us through digital channels.
Special category data only where you voluntarily provide it and only when it is necessary, for example if a move requires accommodation for a medical condition or disability. We handle this information with extra care and only where permitted by law.

We do not intentionally collect more information than is needed. Providing accurate information helps us deliver your service safely and efficiently.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide removal, packing, transport, loading, unloading, and related services.
To prepare quotes, confirm bookings, and manage service arrangements.
To communicate with you about scheduling, access requirements, delays, and service updates.
To process payments, issue invoices, and keep accounting records.
To manage customer support, complaints, insurance matters, and claims.
To maintain internal records, training, and service quality.
To comply with legal obligations, including tax, accounting, and regulatory requirements.
To protect our business, staff, property, and customers from fraud, misuse, or unlawful activity.

We do not sell personal data. We only use information in ways that are necessary, proportionate, and consistent with the reasons it was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process data when it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes quoting, booking, moving items, and completing the agreed service.

Legal Obligation

We may process data to comply with legal and regulatory requirements, such as bookkeeping, tax record keeping, or responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This can include managing operations, improving services, preventing fraud, and keeping records of completed work.

Consent

Where we rely on consent, we will make that clear and you may withdraw consent at any time. For example, consent may be used for optional communications or for certain sensitive information you choose to share.

We carefully assess each processing activity to ensure the lawful basis is appropriate.

5. Sharing Your Information and Processors

We may share personal data with trusted third parties only when necessary for the operation of our services or when required by law. These parties act as processors or independent controllers depending on the service they provide.

Payment processors that securely handle card or electronic payments.
IT and cloud service providers that support email, storage, scheduling, and customer management systems.
Accountants and professional advisers who assist with financial, tax, or legal obligations.
Insurance providers in the event of a claim or incident.
Subcontracted movers or logistics partners where extra support is required to complete a job.
Public authorities where disclosure is required by law, court order, or lawful request.

All processors are required to handle personal data securely, use it only for agreed purposes, and maintain appropriate confidentiality and protection measures. Where personal data is transferred outside the UK, we ensure suitable safeguards are in place in line with applicable law.

6. Retention of Personal Data

We keep personal data only for as long as necessary to meet the purposes described in this policy, including legal, accounting, and operational requirements. Retention periods vary depending on the type of data and the reason for processing.

Quote and booking information is typically kept for a reasonable period after the service ends in case of follow-up queries or disputes.
Invoice and payment records are retained for the period required by tax and accounting law.
Customer correspondence may be retained for quality assurance, complaint handling, and evidence of instructions.
Claims or dispute records may be kept longer where necessary to establish or defend legal rights.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you. Retention is limited to what is necessary and proportionate.

7. How We Protect Your Data

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful supplier selection. Although no system can be guaranteed completely secure, we work to maintain a high standard of data protection.

8. Your Rights

Depending on the circumstances and the legal basis for processing, you may have the following rights under data protection law:

Right of access to request a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete information.
Right to erasure to request deletion of data in certain situations.
Right to restriction to limit how we use your data in certain cases.
Right 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 processing is based on consent.

You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed. Before doing so, we encourage you to raise any concerns with us so we can try to resolve them promptly and fairly.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is incidentally provided by an adult customer as part of a household move and only where necessary for service delivery.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, services, or operational practices. Any updates will apply from the date they are published. We encourage customers to review this policy periodically to stay informed about how their information is handled.

11. Summary of Our Commitment

Removal Company Catford respects your privacy and uses personal data responsibly, lawfully, and transparently. We collect only what is needed, rely on clear lawful bases, share data only with trusted processors or where legally required, and retain information only for appropriate periods. Our goal is to protect your personal information while delivering a reliable moving service.