Privacy Policy
Removals Highbury Privacy Policy
This Privacy Policy explains how Removals Highbury collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Removals Highbury customers and enquirers in our service area who use, or consider using, our removal, packing, storage or related services.
Removals Highbury acts as the data controller for the personal data described in this Privacy Policy, which means we determine how and why your personal data is processed in connection with our services.
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 the following categories of data.
Identification and contact details such as your full name, postal address, service address, email address and any other contact details you provide when making an enquiry or booking our services.
Service and contract details such as information about your property and access, inventory and items to be moved, dates and locations of moves, special instructions, and records of quotes, bookings and contracts entered into with us.
Correspondence and communication data such as records of email exchanges, messages, and notes from telephone calls or in person conversations relating to enquiries, bookings, complaints, feedback or aftercare.
Payment and transaction information such as amounts charged, payment method type and transaction references. We do not store full payment card details when payments are processed through secure payment providers or banking services.
Technical data such as basic device and browsing information obtained through your interaction with our website, to the extent that this is necessary for the site to function, for security, and for basic analytics where permitted by law. This may include IP address, browser type, pages visited and time of visit.
How We Collect Your Data
We collect personal data directly from you when you contact us by phone, through an online form, in person, or through any other communication channel to request a quote, make a booking, or ask a question about our services.
We may also receive personal data from third parties who are involved in organising your move, such as estate agents, landlords, property managers, or business partners, where they lawfully share your details with us so we can provide a requested service.
In some cases, we collect limited technical and usage data automatically when you access our website, for example through server logs or similar technologies used for security and performance monitoring.
Lawful Basis for Processing
We only process your personal data when we have a lawful basis under the UK GDPR and other relevant data protection legislation. Depending on the context, the following lawful bases will generally apply.
Performance of a contract where we need to process your data to provide a quote, prepare and perform a removal, packing or storage service, or take steps at your request before entering into a contract.
Compliance with a legal obligation where we must keep certain records for tax, accounting or regulatory purposes, or where we must respond to lawful requests from public authorities.
Legitimate interests where we have a legitimate business interest in using your data in a way that is necessary, proportionate and balanced against your rights, for example to manage our business operations, maintain security, prevent fraud, or respond to your enquiries.
Consent where we ask for your explicit permission to use your data for a specific purpose that is not covered by the bases above. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes.
To provide quotes, plan and carry out removals, packing, storage and related services you request, to manage bookings and schedules, and to communicate with you about your move.
To respond to your enquiries, provide customer service and support, handle complaints, and manage any disputes or claims that may arise.
To issue invoices, process payments through our chosen payment providers, and maintain accurate accounting and financial records.
To improve our services, train staff, monitor quality and safety, and manage our business operations, including internal reporting and administration.
To comply with our legal and regulatory obligations, including record keeping, tax reporting and responding to lawful requests from authorities.
To send you relevant information about our services where this is permitted by law and, where required, with your consent. You may object to or opt out of such communications at any time.
Data Retention
We keep your personal data only for as long as is necessary for the purposes described in this Privacy Policy and to meet our legal and regulatory obligations.
In general, records relating to quotes, bookings, contracts, invoices and payments are retained for a period that aligns with applicable tax, accounting and limitation requirements, after which they will be securely deleted or anonymised.
Correspondence and enquiry records that do not result in a contract may be retained for a shorter period to allow us to respond to follow up queries, manage our business and demonstrate how we handled enquiries.
Technical and usage data collected for security, performance and basic analytics is retained for the minimum period necessary for these purposes and is then deleted or aggregated.
Where we rely on your consent for a particular type of processing, we will retain the relevant data until you withdraw consent or until the purpose for which consent was obtained no longer applies, whichever is earlier, subject to any overriding legal obligations.
Data Sharing and Processors
We do not sell your personal data. However, we may share your data with third parties where this is necessary for the purposes described in this Privacy Policy, subject to appropriate safeguards.
Service providers and data processors who act on our behalf to deliver certain functions, such as IT and hosting providers, payment processors, customer management systems, document storage, or external administrative support. These processors are only allowed to use your data according to our instructions and must protect it appropriately.
Operational partners or subcontractors where we need to cooperate with other removal teams, storage facilities or logistics providers to complete your move or related services.
Professional advisers such as accountants, auditors, legal advisers or insurers who may need access to certain information to provide professional services to us.
Public authorities and regulators where we are required to share data in order to comply with legal obligations, court orders, or to establish, exercise or defend legal claims.
Whenever we use third party processors, we take steps to ensure that they process personal data in compliance with data protection law and this Privacy Policy.
International Transfers
Our services are primarily provided within the United Kingdom, and we aim to keep your personal data within the UK or the European Economic Area as far as reasonably possible.
If it becomes necessary to transfer personal data to a country outside the UK or EEA that does not have an adequacy decision, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent lawful transfer mechanisms, and we will take steps to protect your rights and freedoms.
Security of Your Data
We take reasonable and appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.
These measures include access controls, secure storage of records, staff training, and procedures designed to minimise the collection of unnecessary data. However, no method of transmission or storage can be guaranteed to be completely secure, and you acknowledge that you provide data at your own risk.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions.
Right of access you can request confirmation that we process your personal data and obtain a copy of that data, together with information about how we use it.
Right to rectification you can ask us to correct or complete personal data that is inaccurate or incomplete.
Right to erasure you can ask us to delete your personal data where there is no longer a lawful reason for us to keep it, subject to legal and contractual restrictions.
Right to restriction you can ask us to restrict the processing of your data in certain circumstances, for example while we are verifying its accuracy or considering an objection.
Right to object you can object to processing based on our legitimate interests, including any direct marketing, and we will stop processing unless we have compelling legitimate grounds to continue.
Right to data portability where processing is based on consent or contract and carried out by automated means, you may request to receive your personal data in a structured, commonly used and machine readable format and to have it transmitted to another controller where technically feasible.
Where we rely on your consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.
You also have the right to lodge a complaint with your local data protection authority if you believe your data protection rights have been infringed. We encourage you to contact us first so we can address any concerns.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any revised version will apply from the date it is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal information.
