Privacy Policy - Removal Van Swiss Cottage

This Privacy Policy explains how personal data is collected, used, stored, shared, and protected by Removal Van Swiss Cottage. It applies to all Removal Van Swiss Cottage customers in the area, including individuals and businesses who request, book, receive, or enquire about removal, relocation, and related services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to customers, prospective customers, household members, business representatives, and any other individuals whose data we process in connection with our services. It also applies where someone else provides information on behalf of a customer, such as a family member, building manager, landlord, letting agent, or employer.

By using our services, making an enquiry, or providing personal information to us, you acknowledge that your data may be processed as described in this policy.

2. Data We Collect

We only collect personal data that is necessary for providing our services, managing our business, and meeting legal obligations. The types of data we may collect include:

Identity details such as name, title, and, where needed, company name.
Contact details such as telephone number, email address, and service address.
Booking and service information such as requested moving dates, inventory details, access instructions, and special handling requirements.
Payment and billing data such as invoice details, payment status, and transaction records.
Communication records including emails, call notes, messages, and complaint or query history.
Operational information such as property access notes, parking arrangements, and service preferences.
Technical data where applicable, such as basic website or device information collected through cookies or similar technologies.

We do not intentionally collect special category data unless it is strictly necessary and a lawful basis applies. If such data is provided to us incidentally, it is handled with additional care and only for the relevant purpose.

3. How We Use Personal Data

We use personal data to deliver our services efficiently and responsibly. This may include:

Providing quotations, confirming bookings, and managing removals.
Planning routes, scheduling teams, and coordinating access to properties.
Communicating about service updates, changes, delays, or issues.
Issuing invoices, processing payments, and maintaining financial records.
Handling complaints, claims, and customer support requests.
Meeting legal, tax, insurance, and regulatory requirements.
Protecting against fraud, misuse, or unauthorized activity.
Improving our services, internal processes, and customer experience.

We only use personal data where it is relevant, necessary, and proportionate to the purpose for which it was collected.

4. Lawful Basis for Processing

Under UK GDPR, we must have a valid lawful basis to process personal data. Depending on the situation, we rely 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 preparing quotes, confirming bookings, carrying out removal services, and managing payment and service administration.

Legal Obligation

We may process data to comply with legal requirements, such as accounting rules, tax obligations, insurance duties, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include service improvement, fraud prevention, internal administration, and maintaining accurate customer records.

Consent

Where required by law, we rely on consent. For example, if optional marketing communications are offered, we will only send them where you have given clear permission. You may withdraw consent at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us deliver our services. These third parties act as processors or independent controllers depending on the role they perform. We require appropriate safeguards and only share data where necessary.

Examples of processors and service providers may include:

Payment service providers who help process transactions securely.
IT and cloud storage providers who host data, systems, or backup services.
Communication service providers who support email, messaging, or customer contact systems.
Accounting and bookkeeping providers who assist with financial administration.
Insurance and claims handling partners where required for service protection or dispute resolution.
Operational contractors who assist in delivering parts of the service under our instruction.

We may also disclose data to public authorities, regulators, law enforcement, courts, or legal advisers where necessary to comply with legal duties or defend legal claims. Any processor we use is required to protect personal data, use it only on our instructions, and maintain appropriate security measures.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting obligations. Retention periods vary depending on the type of data and the reason for processing.

Quotation and enquiry data may be retained for a limited period to manage follow-up questions, service planning, and business records.
Booking and service records are retained for the duration of the service and for a further period where needed for complaints, claims, or legal protection.
Financial and invoice records are retained for the period required by tax and accounting laws.
Complaint and correspondence records may be retained as long as needed to resolve issues and evidence decisions.

When data is no longer required, we delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed periodically to ensure data is not kept longer than necessary.

7. Security of Personal Data

We take appropriate technical and organisational measures to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and regular review of our procedures.

While no system can be guaranteed completely secure, we work to reduce risks and handle data responsibly at all times.

8. Your Rights Under GDPR

You have a number of rights over your personal data. Subject to legal limits, these include:

Right of access - you can request 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 - you can request deletion of your data in certain circumstances.
Right to restriction - you can ask us to limit how we use your data in certain situations.
Right to data portability - you can request certain data in a structured, commonly used format.
Right to object - you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

These rights are not absolute, and we may retain or process certain information where required by law or where we have a valid reason to continue.

9. How We Respond to Rights Requests

If you exercise any of your rights, we will review your request carefully and respond within the time limits set by law, usually within one month. In some cases, we may need additional time if the request is complex or if several requests have been made. We may also ask for information to verify your identity before acting on a request.

We aim to make the process fair, transparent, and easy to understand.

10. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate 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 data protection.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed.

12. Summary of Key Principles

We collect only the personal data needed to provide and manage services.
We rely on lawful bases including contract, legal obligation, legitimate interests, and consent where appropriate.
We share data only with trusted processors and only when necessary.
We keep data only for as long as needed and dispose of it securely.
We respect your rights and handle requests in line with GDPR requirements.

Removal Van Swiss Cottage is committed to protecting personal information and respecting privacy. This policy applies to all customers in the area and is designed to ensure that personal data is handled lawfully, fairly, and transparently.