Privacy Policy - Removal Company Catford

This Privacy Policy explains how Removal Company Catford collects, uses, stores, shares, and protects personal data in connection with our removal, storage, packing, and related services. It applies to all Removal Company Catford customers in the area, including individuals, households, landlords, tenants, and businesses who use or enquire about our services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

By using our services, you acknowledge that we may process personal data as described in this policy. We only collect information that is relevant and necessary for the delivery of our services, the management of our customer relationships, and compliance with legal obligations.

1. Information We Collect

We may collect and process different types of personal data depending on how you interact with us. This may include:

Identity details such as your name and title.
Contact details such as address, email address, and telephone number.
Service information such as moving date, property details, access information, inventory notes, and special handling requirements.
Billing and payment information needed to process invoices, payments, and refunds.
Communication records including emails, phone notes, and written correspondence.
Technical data such as IP address or device-related information if you contact us through digital channels.
Usage and enquiry information relating to quotes, service preferences, complaints, and feedback.

In some situations, we may also process limited sensitive information if it is necessary for service delivery, for example mobility access needs or special instructions linked to your move. We only do this where there is a lawful basis and only to the extent required.

2. How We Use Your Personal Data

We use personal data for the following purposes:

To provide removal and related services.
To prepare quotes, confirm bookings, and manage customer accounts.
To communicate with you before, during, and after a move.
To handle payments, refunds, and accounting tasks.
To manage complaints, disputes, and service issues.
To maintain records for operational, legal, and insurance purposes.
To improve our services, customer experience, and internal processes.
To meet legal and regulatory obligations.

We will never use your data in a way that is incompatible with the reason it was collected. Where required, we may anonymise or aggregate data so that it no longer identifies you personally.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. We rely on the following bases:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing quotations, scheduling removals, carrying out the move, taking payment, and handling post-service issues.

Legal Obligation

We may process personal data when necessary to comply with legal requirements, such as tax rules, accounting obligations, record-keeping duties, or lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include improving service quality, preventing fraud, managing operations, and defending legal claims. We always consider the impact on your privacy before relying on this basis.

Consent

In limited cases, we may ask for your consent, for example where this is required for certain optional communications or where special categories of data are involved and no other lawful basis applies. Where consent is used, you may withdraw it at any time.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for the provision of services, administration, or legal compliance. These third parties act as processors or independent controllers depending on the service they provide.

Examples of processors and service providers may include:

Payment processors that handle card or electronic payments.
IT and cloud service providers that host secure systems and data storage.
Communication providers that support phone, email, or messaging services.
Accounting and bookkeeping providers who assist with financial records.
Insurance or claims handlers where required for damage, liability, or risk management.
Subcontracted removal staff or logistics partners who help deliver the service you requested.

All processors are required to handle personal data securely and only in accordance with our instructions and applicable data protection law. We do not sell your personal information. If data is shared with independent controllers, such as legal or regulatory authorities, they will be responsible for their own use of the data.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, to satisfy legal or contractual obligations, and to resolve disputes. Retention periods vary depending on the type of information and the reason for processing.

As a general approach:

Customer and service records are kept for a reasonable period after the service ends.
Financial and tax records are retained for the period required by law.
Complaint, claim, and legal records may be kept longer where needed to establish, exercise, or defend legal rights.
Unused enquiry data may be deleted after a shorter period if no service is booked.

When data is no longer needed, it is securely deleted, destroyed, or anonymised. We regularly review the information we hold to ensure it is not retained for longer than necessary.

6. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices. While no system can be guaranteed to be completely secure, we work to maintain a high standard of protection.

Important: you should also protect your own information by ensuring any details you provide are accurate and by notifying us promptly if you believe information has been shared improperly.

7. Your Rights Under GDPR

As a data subject, you have rights in relation to your personal data. These rights may be subject to legal limits and exemptions, but we will always respond appropriately. Your rights include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of data in certain circumstances.
Right to restriction – to request that we limit how we use your data in certain situations.
Right to data portability – to request transfer of certain data to you or another controller.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been mishandled. We encourage you to contact us first so we can try to resolve any concern promptly and fairly.

8. International Transfers

Where personal data is transferred outside the UK, we will take steps to ensure appropriate safeguards are in place. This may include standard contractual protections or use of service providers in jurisdictions recognised as offering adequate protection. We only make such transfers where necessary and permitted by law.

9. Children’s Data

Our services are not intended to be directed at children. We do not knowingly collect personal data from children unless it is provided by an adult customer in connection with a household move or service arrangement. If we learn that we have collected information inappropriately, we will take steps to delete it where required.

10. 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 processing practices. Any updates will take effect when published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Summary of Our Commitment

We respect your privacy and are committed to using personal data responsibly, securely, and lawfully. Removal Company Catford processes information only when necessary, retains it for no longer than needed, and uses trusted processors under strict safeguards. This policy applies to all Removal Company Catford customers in the area and reflects our commitment to transparency, accountability, and GDPR compliance.