Privacy Policy for Removals and Storage Customers

This Privacy Policy explains how we collect, use, store and share personal data when you use our removals and storage services. It applies to all removals and storage customers in our service area, including individuals, households and business clients who request quotations, make bookings, or use any related services we provide.

Who This Policy Applies To

This Privacy Policy applies to all current and former customers, prospective customers who request quotations, and any authorised representatives acting on behalf of a customer within our removals and storage service area. By engaging with us, you acknowledge that you have read and understood this Privacy Policy.

Personal Data We Collect

We collect and process personal data that is necessary to provide removals and storage services, manage our relationship with you and comply with legal obligations. The types of data we may collect include:

Identification data such as name, title and contact person details for business customers.

Contact details such as billing address, collection and delivery addresses, storage location information, email address and other contact preferences you choose to provide.

Service information such as dates and times of moves, inventory or item descriptions where necessary for quotes or insurance, property access details, parking information and any special handling instructions.

Payment and billing data such as payment status, amounts, invoices and transaction references. We do not store full payment card details where payments are processed through third party payment providers.

Communication records such as enquiries, quotation requests, messages, complaints, feedback, and any correspondence we have with you in connection with removals or storage services.

Technical and usage data associated with our online forms or tools, such as the date and time of your enquiry and basic device or browser information, where this is necessary for security and service improvement.

How We Collect Personal Data

We collect data directly from you when you request a quotation, make a booking, communicate with us by any channel, sign a contract, or use our storage services. We may also receive data from third parties where you have authorised them to share information with us, for example relocation agents, comparison platforms or business partners acting on your instructions.

Lawful Bases for Processing

We process personal data only where we have a lawful basis under the UK General Data Protection Regulation and other applicable data protection laws. The main bases we rely on are:

Contractual necessity: We process your data to take steps at your request before entering into a contract, such as providing quotations, and to perform the contract we have with you for removals and storage services.

Legal obligation: We process certain data to comply with legal and regulatory requirements, including tax, accounting, insurance and health and safety obligations.

Legitimate interests: We process data to manage our business, improve services, maintain security, handle customer enquiries and protect our rights, provided these interests are not overridden by your data protection rights.

Consent: In some limited situations, such as certain marketing communications, we may rely on your consent. Where we rely on consent, you can withdraw it at any time using the contact channels you normally use with us.

How We Use Personal Data

We use the personal data we collect for the following purposes:

To provide removals and storage services, including planning and carrying out moves, transporting items, arranging storage and handling any specific instructions you provide.

To prepare and issue quotations, manage bookings, confirm arrangements and communicate with you about your move or storage agreement.

To manage payments, issue invoices, process refunds where applicable and maintain accurate financial records.

To respond to enquiries, handle feedback and complaints, and provide aftercare support.

To manage risks, protect property, prevent fraud or misuse of services, and maintain the safety and security of our staff and customers.

To comply with legal, regulatory and insurance requirements and to cooperate with lawful requests from public authorities when required.

To review and improve our services, including analysing anonymised or aggregated data to understand demand, performance and customer needs.

Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors on our behalf. These processors only process data in accordance with our instructions and under a written contract. Categories of processors may include:

IT service providers who host or support our business systems, customer databases or communication platforms.

Payment processors who handle card payments or other electronic payment methods in a secure manner.

Document and storage system providers who support our record keeping and archiving.

Professional advisers, such as accountants or insurers, where necessary to manage our business and fulfil legal obligations.

We may also share data with other independent controllers where necessary, for example with public authorities, regulators, law enforcement, courts, or our insurers, when required by law or to protect our rights.

We do not sell your personal data to third parties.

International Transfers

If we transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses, to protect your data in line with applicable data protection laws.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting or reporting requirements. In general:

Customer and contract records are kept for a period that allows us to handle queries, disputes and legal claims, and to meet tax and accounting obligations.

Quotation and enquiry data is retained for a limited period, after which it is deleted or anonymised if no contract is formed, unless a longer retention is required by law.

Storage service records are kept for the duration of your storage agreement and for an appropriate period afterwards to address any issues related to your stored items or charges.

When retention periods expire, we will securely delete or anonymise your personal data so that it can no longer be associated with you.

Data Security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include access controls, staff training, secure systems and procedures for handling data breaches. While no system can be completely secure, we work to ensure that the level of protection is appropriate to the risks.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to your personal data. Subject to conditions and exemptions, these may include:

The right of access to obtain confirmation as to whether we process your data and to receive a copy of that data.

The right to rectification of inaccurate or incomplete personal data.

The right to erasure, sometimes called the right to be forgotten, where there is no longer a lawful basis for us to continue processing.

The right to restrict processing in certain circumstances, for example while we verify the accuracy of data you believe is incorrect.

The right to data portability, allowing you to receive certain data in a structured, commonly used and machine readable format and to transmit it to another controller where technically feasible.

The right to object to processing based on our legitimate interests, including profiling, and the absolute right to object to direct marketing.

Where we rely on consent, the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

You can exercise your rights by contacting us using the usual contact details you use for our services. We may need to verify your identity before responding to your request. We aim to respond within the time limits set by data protection law.

Complaints

If you are unhappy with how we handle your personal data, you should contact us in the first instance so we can try to resolve your concerns. You also have the right to lodge a complaint with the relevant data protection supervisory authority in your country or region if you believe your data protection rights have been infringed.

Updates 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. The updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.