Privacy Policy
Removals Elephant and Castle Privacy Policy
This Privacy Policy explains how Removals Elephant and Castle collects, uses, stores and protects personal data for all of our customers in the Elephant and Castle area. We are committed to handling your information in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.
Scope of this Privacy Policy
This Privacy Policy applies to all Removals Elephant and Castle customers and prospective customers located in the Elephant and Castle area. It covers personal data collected when you contact us, request a quotation, make a booking, receive removal or related services, visit our website, or interact with us in any other way as a customer or potential customer.
Data Controller
Removals Elephant and Castle is the data controller responsible for determining how and why your personal data is processed in connection with our removal and related services in the Elephant and Castle area.
Personal Data We Collect
We may collect and process the following categories of personal data about you:
Identity data such as your full name and title. Contact data such as your home address, removal addresses, billing address, and any other relevant property addresses, as well as your preferred methods of contact. Booking and service data such as details of your requested services, removal dates and times, access information for properties, inventory descriptions, special instructions, and service history. Payment and billing data such as information necessary to process payments and issue invoices. Communication data such as information you provide when you contact us by phone, online forms, written correspondence or other communication channels, including queries, feedback, or complaints. Technical and usage data such as data generated when you visit our website, including basic device and usage information collected through standard web technologies where applicable.
How We Collect Your Data
We collect personal data directly from you when you request a quotation, make a booking, communicate with us, or provide information during the delivery of services. We may also receive data from third parties who act on your behalf, such as a family member, landlord, letting agent, estate agent, or relocation company where they provide your details so that we can arrange or deliver services. In some cases, we may obtain information from publicly available sources where this is necessary and lawful, for example to confirm an address.
Lawful Basis for Processing
We only process your personal data where we have a lawful basis under data protection law. Depending on the context, this will include:
Performance of a contract: We process your data where it is necessary to provide a quotation, enter into and perform a contract for removal and related services, and manage your bookings. Legal obligation: We may process certain data to comply with legal and regulatory requirements, such as record keeping, tax obligations, and responding to lawful requests by public authorities. Legitimate interests: We may process data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing our operations, improving our services, preventing fraud, and handling customer queries. Consent: In limited cases, we may rely on your consent, for example for specific types of optional communications. Where processing is based on consent, you have the right to withdraw that consent at any time.
Purposes for Which We Use Personal Data
We use your personal data for the following purposes:
To provide quotations, arrange surveys where needed, and respond to enquiries about our services. To create and manage bookings, plan and carry out removal and related services, and handle any changes or cancellations. To communicate with you about your booking, services being provided, and any aftercare or follow up required. To issue invoices, process payments, and manage accounts and financial records. To manage our relationship with you, including handling feedback, queries, and complaints. To maintain and improve our services, internal systems, and processes. To comply with legal and regulatory obligations, including keeping appropriate records. To protect our business, staff, and customers, including the prevention and detection of fraud or misuse of services.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected and to meet any legal, accounting, or reporting requirements. In determining appropriate retention periods, we consider the type of data, the amount and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process the data, and applicable legal obligations.
In general, customer and booking records are retained for a period aligned with statutory limitation periods for contractual claims and tax or accounting requirements. At the end of the relevant retention period, personal data will be securely deleted, anonymised, or otherwise put beyond use in line with our internal policies.
Data Sharing and Processors
We do not sell your personal data. However, we may share your data where necessary with trusted third parties that help us deliver our services or operate our business. These third parties act as data processors or, in some cases, as independent controllers.
Typical categories of recipients include removal and logistics partners where we use associated operators to complete a service, IT and systems providers who support our booking, customer management, and data storage systems, payment service providers to process card or electronic payments, professional advisers such as accountants or legal advisers where necessary, and public authorities, regulators or law enforcement agencies where required by law or where necessary to protect our rights or the rights of others.
Where we use data processors, they are engaged under written contracts requiring them to act only on our instructions, keep your data secure, and comply with applicable data protection laws.
International Transfers
Our services are primarily provided to customers in the Elephant and Castle area and we aim to store and process personal data within the United Kingdom or the European Economic Area wherever possible. If in limited cases your data is transferred outside these locations, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent lawful mechanisms, to protect your personal data.
Data Security
We take the security of your personal data seriously. We use appropriate technical and organisational measures to protect your data against unauthorised access, accidental loss, destruction, or damage. These measures include restricting access to personal data to staff and contractors who need it for their role, using secure systems and protective measures appropriate to the sensitivity of the data, and maintaining procedures to respond to suspected data breaches. Where we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will act in accordance with our legal obligations, which may include notifying you and the relevant supervisory authority.
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. These include:
Right of access: You can request confirmation that we process your personal data and obtain a copy of that data, along with information about how we use it. Right to rectification: You can ask us to correct inaccurate or incomplete personal data about you. Right to erasure: You can request that we delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other legal basis for processing. Right to restriction of processing: You can ask us to restrict the processing of your data in certain circumstances, such as where the accuracy of the data is contested. Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may request to receive your data in a structured, commonly used and machine readable format and to have it transmitted to another controller where technically feasible. Right to object: You can object to processing based on our legitimate interests where you believe your rights and interests override ours. You also have the right to object to certain types of direct marketing if we undertake such activities. Rights in relation to automated decision making: You have rights in relation to decisions based solely on automated processing, if any, where they have legal or similarly significant effects on you.
If you wish to exercise any of these rights, 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 and Supervisory Authority
If you have concerns about how we handle your personal data, you are encouraged to contact us so that we can address your concerns. You also have the right to lodge a complaint with the UK data protection supervisory authority if you believe your data protection rights have been infringed.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or other factors. Any changes will take effect from the date the updated version is made available. You should refer to this Privacy Policy periodically to stay informed about how we process your personal data.
