Privacy Policy - Camberwell Removals

This Privacy Policy explains how Camberwell Removals collects, uses, stores, shares, and protects personal data. It applies to all Camberwell Removals customers in the area, including individuals who request quotes, make bookings, receive moving services, or otherwise interact with us in connection with a removal, storage, packing, or related service.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we collect it, how long we keep it, and what rights you have.

1. Personal Data We Collect

We collect only the personal data that is necessary for us to provide our services, manage our business, and comply with legal obligations. The types of information we may collect include:

Identity details such as your name and, where needed, the names of household members or authorised representatives.
Contact details such as telephone number, postal address, and email address.
Service details including moving dates, property addresses, inventory details, access information, and special handling instructions.
Billing and payment information such as invoice details, transaction records, and payment references.
Communications including emails, calls, messages, complaints, feedback, and records of enquiries.
Technical and usage data where relevant, such as device information or basic website interaction data if you use digital channels linked to our services.
Security and incident records if an accident, claim, loss, or damage report is made.

We may also receive information from third parties where necessary, for example from estate agents, landlords, surveyors, storage partners, payment providers, or people you authorise to act on your behalf. We will only use such information where we have a lawful basis to do so.

2. How We Use Your Data

We use personal data for specific, legitimate purposes connected to our business operations. These include:

providing quotes and assessing service requirements;
managing bookings, scheduling, and logistics;
delivering removals, packing, unpacking, storage, and related services;
communicating with you about your booking or enquiry;
issuing invoices, receiving payments, and keeping financial records;
handling complaints, claims, and customer support matters;
maintaining security, preventing fraud, and protecting our business and customers;
meeting legal and regulatory obligations;
improving our services, staff training, planning, and internal administration.

We do not use personal data for purposes that are incompatible with the reasons it was collected unless we have a valid legal basis and, where required, your consent.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis before we process personal data. Depending on the situation, Camberwell Removals relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, carrying out removal services, and processing payments.

Legal Obligation

We may need to process data to comply with legal obligations, such as tax and accounting rules, record-keeping duties, insurance requirements, or responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing operations, improving customer service, maintaining security, preventing misuse, and handling internal administration.

Consent

In limited cases, we may rely on your consent, for example where it is needed for optional communications or specific processing activities. Where we rely on consent, you can withdraw it at any time.

Vital Interests

In rare situations, we may process personal data to protect someone’s vital interests, such as in an emergency during a service.

4. 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 business requirements. Retention periods may vary depending on the type of data and the nature of the service.

Typical retention practices include:

Quotation and enquiry records: kept for a reasonable period to manage follow-up, disputes, or repeat business.
Customer service and contract records: kept for the duration of the service and for a further period where needed for claims or legal purposes.
Financial and invoice records: retained in line with tax and accounting obligations.
Claims and incident records: retained for as long as necessary to manage the claim and any associated legal requirements.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in a safe and lawful manner.

5. Processors and Data Sharing

We may share personal data with carefully selected third-party service providers who act as processors on our behalf. These processors are only permitted to process your data under our instructions and must protect it appropriately.

Examples of processors and recipients may include:

Payment service providers for processing card or electronic payments;
Accounting and bookkeeping providers for financial administration;
IT and cloud service providers for secure data storage, email, and system support;
Insurance providers and claims handlers where a claim or incident must be assessed;
Storage partners or subcontractors where required to deliver parts of the service;
Professional advisers such as lawyers, auditors, or consultants;
Regulators, law enforcement, or public authorities where disclosure is required by law.

We do not sell your personal data. Where data is shared with third parties, we take reasonable steps to ensure appropriate safeguards are in place, including data processing agreements and security measures.

6. International Transfers

Where any of our service providers store or process data outside the UK, we will only do so where appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms designed to protect your information.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the circumstances and any legal exemptions:

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 information.
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 object - you can object to processing based on legitimate interests or direct marketing.
Right to data portability - you may request certain data in a structured, commonly used format.
Right to withdraw consent - if we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the issue promptly.

8. Security of Your Data

We take the security of personal data seriously. We use appropriate technical and organisational measures designed to protect information against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our handling procedures.

While no system can be guaranteed to be completely secure, we work to reduce risk and to respond appropriately to any suspected data incident.

9. Data Accuracy and Updates

We rely on the information you provide to us being accurate and up to date. If your contact details, property information, or service requirements change, please ensure that the relevant details are updated so we can continue to deliver services effectively and maintain accurate records.

10. 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 handling practices. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how your information is used.

11. Summary of Our Commitment

Camberwell Removals is committed to protecting the privacy of its customers in the area. We collect only the personal data needed to provide our services, rely on appropriate lawful bases, keep data only for as long as necessary, and use trusted processors under strict controls. We aim to handle all information with care, transparency, and respect for your rights.

By using our services, requesting a quotation, or making a booking, you acknowledge that this Privacy Policy applies to you and to all Camberwell Removals customers in the area.