Privacy Policy - Removals Pimlico

This Privacy Policy explains how Removals Pimlico collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Removals Pimlico customers in the area, including individuals, households, landlords, tenants, and business clients who use our removal, packing, storage, and related services.

We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation and the Data Protection Act 2018. This policy is designed to help you understand what information we process, why we process it, how long we keep it, and what rights you have over your personal data.

1. Data We Collect

We collect only the personal data that is necessary to provide and manage our services. The type of information we collect may depend on the service you request, the stage of the service, and the communications we have with you.

Information you provide directly

Identity details such as your name and title.
Contact details including phone number and email address.
Address information for collection, delivery, storage, and billing purposes.
Service details such as requested moving dates, inventory notes, access instructions, and special handling requirements.
Payment and billing information needed to process charges and maintain records.
Communication records such as messages, quotes, complaints, feedback, and service-related correspondence.

Information collected automatically or from third parties

Technical information when you interact with our digital systems, such as device data, browser type, and basic usage information.
Transactional information from payment providers or bookkeeping systems.
Third-party information from landlords, estate agents, solicitors, insurers, or business partners where necessary to organise a move or fulfil contractual duties.

We do not intentionally collect special category data unless it is necessary and you choose to share it with us, for example where access needs, health-related moving considerations, or vulnerability support require careful service planning. When such data is processed, we apply additional safeguards.

2. How We Use Personal Data

We use personal data to deliver services efficiently, maintain accurate records, comply with legal obligations, and communicate with customers in a professional manner. Typical uses include:

Providing quotes and assessing moving requirements.
Booking, planning, and carrying out removal services.
Arranging storage, packing, dismantling, and related support services.
Managing invoices, payments, refunds, and financial records.
Confirming access details, schedules, and service instructions.
Responding to enquiries, complaints, and claims.
Meeting regulatory, tax, accounting, and insurance obligations.
Improving service quality, training staff, and maintaining operational security.

We only use personal data for purposes that are compatible with the original reason for collection unless we have a lawful basis to do otherwise.

3. Lawful Basis for Processing

Under data protection law, we must identify a lawful basis before processing personal data. Depending on the activity, Removals Pimlico relies on one or more of the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotations, scheduling services, transporting belongings, issuing invoices, and handling service-related communications.

Legal obligation

We may process personal data where required by law, including tax compliance, accounting rules, fraud prevention, insurance obligations, and responding to lawful requests from authorities.

Legitimate interests

We may process data for our legitimate business interests where those interests are not overridden by your rights and freedoms. This can include improving services, managing operations, preventing misuse, maintaining security, and handling standard business communications. We always consider whether such processing is proportionate and necessary.

Consent

Where we rely on consent, such as for certain optional communications or specific non-essential processing, you may withdraw that consent at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Vital interests and public task

These bases are unlikely to apply in ordinary removal services, but they may be relevant in exceptional circumstances where necessary to protect someone’s life or comply with a public interest obligation.

4. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods vary depending on the type of information and the nature of the service provided.

Customer service records are generally kept for a reasonable period after the completion of the job to deal with queries, complaints, or claims.
Financial records are retained for the period required by law for tax and accounting purposes.
Communication records may be retained to evidence instructions, manage disputes, and maintain service quality.
Security records may be retained for a shorter or longer period depending on risk, incident management, and operational needs.

When data is no longer needed, we take appropriate steps to delete, destroy, or anonymise it securely. In some cases, we may keep limited information if required to defend legal claims or meet statutory obligations.

5. Processors and Data Sharing

We may share personal data with trusted third parties who act as processors or, in some cases, independent controllers. We only share data when necessary and only with organisations that are expected to handle information securely and in accordance with applicable data protection laws.

Examples of processors may include:

Payment processors that handle card or bank-related transactions.
Accounting and bookkeeping providers that support financial administration.
IT and cloud service providers that store or secure business data.
Customer administration tools used to manage bookings, records, and communications.
Storage or logistics partners where required to deliver a move or storage service.

We may also share information with insurers, professional advisers, regulatory bodies, or law enforcement where necessary. Where third parties process personal data on our behalf, they are required to follow our instructions, apply appropriate safeguards, and use the data only for the agreed purpose.

Removals Pimlico does not sell personal data. We do not share information for unrelated marketing purposes without a valid lawful basis.

6. Data Security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of data handling practices.

Although we work hard to protect all information, no system can be guaranteed to be entirely secure. If a personal data incident occurs, we will assess the risk and take appropriate action in accordance with legal requirements.

7. Your Rights

Under data protection law, you have a range of rights in relation to your personal data. These rights may be subject to conditions or exceptions, depending on the circumstances.

Right of access – you may request confirmation of whether we process your data and ask for a copy of it.
Right to rectification – you may ask us to correct inaccurate or incomplete information.
Right to erasure – you may request deletion of your data in certain situations.
Right to restriction – you may ask us to limit how we use your data in certain circumstances.
Right to data portability – you may ask for certain data in a structured, commonly used format where legally applicable.
Right to object – you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits required by law.

8. International Transfers

Where personal data is transferred outside the United Kingdom, we will only do so where appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to keep your information secure.

9. Complaints and Further Information

If you have concerns about how your personal data is handled, we encourage you to raise them so we can address the issue. You also have the right to complain to the relevant data protection authority if you believe your rights have been infringed.

We value privacy and aim to manage all data with care, transparency, and respect. This policy is intended to make it clear how personal data is handled for customers using services from Removals Pimlico in the area. We may update this policy from time to time to reflect changes in legal, operational, or technical requirements. Any significant changes will be reflected in the latest version of this policy.

By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy.