Privacy Policy
Removal Van Twickenham Privacy Policy
This Privacy Policy explains how Removal Van Twickenham collects, uses, stores and protects personal data relating to our customers and prospective customers in Twickenham and the surrounding area. It is designed to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies whenever you use our services, request a quotation, visit our website, or otherwise interact with Removal Van Twickenham as a customer or potential customer in our service area.
Who we are and scope of this policy
Removal Van Twickenham provides local and regional moving and related services. In relation to the personal data we collect from you, we act as the data controller. This Privacy Policy applies to all Removal Van Twickenham customers and service users in our operating area, including individuals and business contacts who request quotations or use our removal, packing, storage or related services.
Personal data we collect
We may collect and process the following categories of personal data when you contact us, request a quote, make a booking or use our services:
Identification and contact details such as your full name, correspondence address, collection and delivery addresses, email address and any telephone or mobile numbers you choose to provide.
Service and booking information such as details of the property to be moved, access information, dates and times of moves, inventory or item descriptions, special handling instructions, and any notes relevant to providing the service.
Payment and transaction information such as amounts charged, payment method used, and records of invoices and receipts. We do not store full payment card details if you pay by card; these are processed securely by our chosen payment processors.
Communication records such as emails, online enquiry forms, messages, service feedback, complaints, and any other communications you send to us or have with our team.
Technical and usage data such as basic information about how you use our website or online enquiry forms, which may include IP address, browser type and general usage statistics, collected through standard web technologies. This is used primarily to improve our services and understand customer interest.
How we collect your data
We collect personal data directly from you when you contact us by phone, fill in an online form, request a quotation, make a booking, correspond with us by email, or speak with our staff. We may also collect additional information during the delivery of our services, for example when our team attends your property.
We may receive limited personal data about you indirectly from business partners or platforms that you use to find removal companies, where you have agreed for your details to be shared with service providers for quotation or booking purposes.
Lawful bases for processing your data
We only process your personal data where we have a lawful basis to do so under data protection law. Depending on the context, we rely on the following lawful bases:
Contract: We process your data where it is necessary to provide you with quotations, to enter into a contract for removal services, and to perform that contract, including managing your booking, carrying out the move, taking payment and providing aftercare.
Legal obligation: We may process your data where necessary to comply with legal obligations, such as tax and accounting requirements, records retention rules, or responding to lawful requests from public authorities.
Legitimate interests: We may process your data where it is necessary for our legitimate business interests and these are not overridden by your rights. This includes managing and improving our services, handling enquiries and complaints, maintaining business records, preventing fraud or misuse, and informing you of closely related services that may reasonably be expected in the context of your existing relationship with us.
Consent: Where required by law, we may rely on your consent to send certain types of marketing communications or to use optional cookies and similar technologies. When we rely on consent, you are free to withdraw it at any time.
How we use your personal data
We use the personal data we collect for the following purposes:
To provide quotations and respond to your enquiries.
To manage bookings, schedule moves, and deliver removal and related services.
To communicate with you about your booking, including confirmations, updates and any changes.
To process payments and maintain accurate accounts, invoices and receipts.
To manage any complaints, claims or disputes relating to our services.
To improve our services, operations and customer experience, including staff training and quality assurance.
To comply with legal and regulatory requirements applicable to our business.
To send you information about services that are closely related to those you have already used, where permitted by law and subject to your rights to object.
Data sharing and processors
We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described above. These third parties act either as independent controllers or as processors acting on our instructions.
Processors are service providers we use to support our operations, such as payment processing providers, accounting or bookkeeping services, IT and hosting providers, customer relationship management systems, and communication tools used to manage enquiries and bookings. These processors are only permitted to process your personal data on our behalf and in accordance with our instructions and applicable data protection law.
We may also share your data with insurers, legal advisers, or professional advisers where necessary to manage claims, disputes or obtain advice, and with public authorities or regulators where we are required to do so by law.
If we use subcontracted removal teams or partner firms to help deliver services, we may need to share relevant booking and contact details with them so that they can carry out the work. These parties are required to handle your data securely and only for the purpose of providing the agreed services.
International transfers
Our primary operations are based in the United Kingdom. If any of our service providers or systems involve the transfer of your personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to protect your data in accordance with applicable law.
Data retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, including to provide our services, meet legal obligations, resolve disputes and enforce agreements.
In general, we retain most customer and booking records for a period aligned with legal and tax requirements, after which they are securely deleted or anonymised. Communication records and enquiry details are retained for a reasonable period to allow us to respond, follow up and improve our services, then removed or anonymised when no longer needed.
The specific retention period may vary depending on the type of data, the nature of the services provided and any applicable legal obligations. If we no longer need your data for the purposes described in this policy, we will delete or anonymise it.
How we protect your data
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 limiting access to personal data to staff and contractors who need it to perform their duties, using secure systems and storage methods, and providing training so that our staff understand their data protection responsibilities.
Your data protection rights
As an individual whose personal data we process, you have a number of rights under data protection law. Subject to certain conditions and exemptions, these include the right to:
Access your personal data and receive information about how it is processed.
Request correction of inaccurate or incomplete personal data.
Request erasure of your personal data where there is no longer a lawful basis for us to keep it.
Request restriction of processing in certain circumstances.
Object to processing based on our legitimate interests, including any direct marketing communications.
Request the transfer of your data to you or to another service provider where technically feasible, in certain circumstances.
Where we rely on consent, withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.
If you wish to exercise any of these rights, please contact us using the details provided on our website or in your booking documentation. We may need to verify your identity before responding to your request. We aim to respond within one month of receiving a valid request, or within any extended period permitted by law where the request is complex.
Complaints and contact
If you have concerns about how we handle your personal data, we encourage you to contact us so that we can address your concerns. You also have the right to lodge a complaint with the UK Information Commissioner's Office 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 services. Any updated version will be made available through our usual communication channels. We encourage you to review this policy periodically to stay informed about how we protect your personal data.
