Privacy Policy - Removals Hackney

This Privacy Policy explains how Removals Hackney collects, uses, stores, and protects personal data relating to its customers and prospective customers. It applies to all Removals Hackney 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, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Removals Hackney provides moving and related logistical services. In the context of this policy, we, us, and our refer to Removals Hackney as the data controller for the personal data we collect and determine how it is used. This means we decide why and how personal data is processed when you request, receive, or enquire about our services.

2. Personal Data We Collect

We only collect personal data that is necessary for us to deliver our services, manage our relationship with you, meet legal obligations, and improve our operations. The categories of data we may collect include:

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as address, phone number, and email address.
Service information including property access details, move dates, inventory notes, special handling requirements, and service preferences.
Payment and billing information such as invoice details, payment records, and transaction references.
Communication records including enquiries, complaints, quotes, and correspondence with us.
Technical data if you interact with our digital systems, such as device information, browser type, and basic usage data.
Access and security details where needed for site entry, parking arrangements, or to protect goods and premises.

We do not intentionally collect special category data unless it is necessary and you have provided it in connection with a specific service need. If such information is shared with us, we will only process it where there is a valid legal basis and appropriate safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and assess your moving requirements.
To arrange, deliver, and manage removal services.
To communicate with you before, during, and after a move.
To process payments, issue invoices, and maintain financial records.
To handle complaints, queries, and service issues.
To improve our services, planning, training, and internal administration.
To comply with legal and regulatory obligations.
To protect our business, customers, staff, and property from fraud, misuse, or security incidents.

We only use data in ways that are compatible with the purpose for which it was collected, unless we obtain your consent or are otherwise permitted by law to do so.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing a quote at your request, scheduling services, carrying out removals, and managing payments.

Legal obligation

We may process data where necessary to comply with legal requirements, such as tax, accounting, insurance, or record-keeping obligations.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. Examples include improving our services, maintaining business records, managing risk, preventing fraud, and defending legal claims.

Consent

Where required, we will rely on your consent, for example for certain optional forms of communication or specific data uses. If we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Your Personal Data

We may share personal data with trusted third parties where necessary for the purposes set out in this policy. These third parties act as processors or, in some cases, independent controllers. We require appropriate safeguards and only share the minimum data needed.

Processors We May Use

Payment service providers for secure transaction handling.
Accounting and bookkeeping providers for invoicing, reporting, and compliance.
IT and cloud service providers for secure data storage, email, and operational systems.
Customer management or communication tools used to organise enquiries and service delivery.
Insurance providers where claims or incidents must be managed.
Legal, tax, or professional advisers where advice or dispute resolution is required.
Subcontracted service partners who assist with removals, logistics, or storage functions under our instructions.

We do not sell your personal data. Where data must be disclosed to authorities, regulators, or courts, we will do so only when required or permitted by law.

6. International Transfers

If any of our processors store or access data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protective measures required by law. We remain responsible for ensuring that your personal data receives a level of protection that is consistent with UK GDPR requirements.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of information and the context of the service.

Quotation and enquiry records are generally kept for a limited period after the enquiry ends, unless they lead to a customer relationship or legal matter.
Contract and service records are retained for the duration of the service and for an additional period needed for administration, warranty, dispute resolution, or legal defence.
Financial records are retained for the period required by tax and accounting law.
Complaint and incident records may be kept longer where necessary to manage claims or comply with legal obligations.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

8. Security of Your Data

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 periodic review of our procedures. While no system is completely secure, we work to maintain a level of protection appropriate to the nature of the data we process.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – in some circumstances, you can ask us to delete your data.
Right to restrict processing – you can request that we limit how your data is used in certain situations.
Right to object – you can object to processing based on legitimate interests, and in some cases direct marketing.
Right to data portability – you can request a copy of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, your request will be assessed in accordance with applicable law. We may need to verify your identity before responding.

10. Cookies and Similar Technologies

Where we use websites, online forms, or digital tools, limited technical data may be collected through cookies or similar technologies. Such tools help us maintain functionality, monitor performance, and understand basic usage. Any optional cookies or tracking mechanisms will only be used where permitted by law and, where necessary, with your consent.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. The most current version will apply to your relationship with Removals Hackney. We encourage you to review this policy periodically so that you remain informed about how your personal data is handled.

12. Summary of Our Commitment

Removals Hackney is committed to processing personal data responsibly, transparently, and securely. We collect only the information needed to deliver our services, rely on lawful bases for processing, retain data only as long as necessary, use trusted processors with appropriate safeguards, and respect your rights under UK data protection law. This policy is intended to help all customers in the Hackney area understand how their personal information is handled when they use our services.