Privacy Policy - Removals Shoreditch

This Privacy Policy explains how Removals Shoreditch collects, uses, stores, shares, and protects personal data relating to customers in Shoreditch and the surrounding area. It applies to all Removals Shoreditch customers in area, including individuals, households, landlords, tenants, and businesses who use our removal-related services. We are committed to handling personal data in a fair, lawful, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

For the purposes of data protection law, Removals Shoreditch acts as the data controller for the personal data we collect and process in connection with our services. This means we determine the purposes and means of processing personal data when arranging, delivering, and managing removal services. In some cases, we may also act as a processor if we process data on behalf of another business customer and under that customer’s instructions.

2. Personal data we collect

We collect only the data necessary to provide our services effectively, manage our business operations, and comply with legal obligations. The categories of personal data we may collect include:

Identity data such as names and, where relevant, business contact names.
Contact data such as addresses, email addresses, telephone numbers, and delivery or collection details.
Service information including booking details, service requirements, inventory information, access notes, and move dates.
Payment and billing data such as invoicing details and transaction records.
Communication records including emails, notes from calls, complaint records, and service updates.
Technical data if you interact with our digital systems, including device information, IP address, and usage logs.
Special category data only where it is necessary and you provide it voluntarily, for example if you share access or vulnerability information relevant to the move. We do not seek to collect special category data unless it is required for a specific purpose and lawful basis exists.

We usually collect personal data directly from you when you request a quote, make a booking, communicate with us, or provide instructions for a removal. We may also receive data from third parties such as landlords, letting agents, property managers, or business clients where they arrange services on your behalf.

3. How we use personal data

We use personal data for the following purposes:

To provide quotes, plan removals, and manage bookings.
To carry out collections, deliveries, and related services.
To communicate with you about scheduling, service requirements, and changes.
To issue invoices, process payments, and manage accounts.
To respond to enquiries, complaints, and service feedback.
To maintain internal records and improve our services.
To meet legal, regulatory, tax, and insurance obligations.
To establish, exercise, or defend legal claims where necessary.

We process personal data in a way that is adequate, relevant, and limited to what is necessary for these purposes.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for every processing activity. Removals Shoreditch relies on the following lawful bases depending on the situation:

Contract – where processing is necessary to provide our services, such as arranging a move, communicating with you, or managing payments.
Legal obligation – where we must process data to comply with tax, accounting, insurance, or other legal requirements.
Legitimate interests – where processing is necessary for our legitimate business interests, such as improving our services, maintaining security, or handling customer enquiries, provided these interests do not override your rights and freedoms.
Consent – where we rely on your permission for specific optional activities, and you may withdraw consent at any time.
Vital interests – in rare cases where processing is necessary to protect someone’s life or safety.

If we process special category data, we will only do so where a specific condition under UK GDPR applies, such as explicit consent or another lawful exemption recognised by law.

5. Data sharing and processors

We do not sell your personal data. We may share personal data only when necessary and only with trusted third parties that assist us in providing and managing our services. These may include:

IT and hosting providers that support our systems, email, and data storage.
Accounting and payment service providers that help with invoicing, payments, and financial administration.
Operational subcontractors who assist in delivering removal services under our instructions.
Professional advisers such as lawyers, insurers, or consultants where needed.
Public authorities where disclosure is required by law or necessary for legal claims.

Where we use external service providers to process personal data on our behalf, they act as processors. We require them to handle data securely, process it only on our instructions, and comply with applicable data protection obligations. We also take reasonable steps to ensure that any transfers or disclosures are limited to the minimum necessary information.

6. Data retention

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

Booking and service records are generally retained for the period needed to manage the customer relationship and handle any follow-up issues.
Financial and tax records are retained for the period required by applicable law.
Complaint, claims, and dispute records may be retained longer where needed to establish or defend legal rights.
Data held on the basis of consent will be kept only until consent is withdrawn or the purpose ends.

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

7. Data security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted data access. While no system can be guaranteed to be completely secure, we work to maintain a level of protection that is appropriate to the risks involved.

8. Your rights

As a data subject under UK GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal conditions and exceptions, but we will always assess and respond appropriately. Your rights include:

The right to be informed about how your data is used.
The right of access to request a copy of the personal data we hold about you.
The right to rectification to ask us to correct inaccurate or incomplete data.
The right to erasure in certain circumstances, sometimes known as the right to be forgotten.
The right to restrict processing where certain conditions apply.
The right to object to processing based on legitimate interests or direct marketing, where relevant.
The right to data portability for data processed by automated means and based on consent or contract.
Rights related to automated decision-making, where applicable.

If you wish to exercise any of these rights, we will respond in accordance with applicable law. We may need to verify your identity before acting on your request to ensure your data remains protected.

9. International transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it. This may include the use of approved contractual protections or transfers to countries with an adequate level of protection, where permitted by law.

10. Complaints

If you have concerns about how we handle personal data, you may raise them with us so we can review and address the issue. You also have the right to lodge a complaint with the UK data protection regulator if you believe your data protection rights have been infringed.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, guidance, or our operational practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

Summary of key commitments

Removals Shoreditch is committed to processing personal data lawfully, fairly, and transparently. We collect only what we need, use it for clear service-related purposes, share it only with trusted processors where necessary, keep it only as long as required, and respect your rights under data protection law. This policy applies to all Removals Shoreditch customers in area.