Privacy Policy

Removals Docklands Privacy Policy

This Privacy Policy explains how Removals Docklands collects, uses, discloses and protects personal data of its customers and prospective customers. It applies to all individuals who use our removal and related services in the Docklands area and any other areas we serve. We are committed to handling personal data lawfully, fairly and transparently in accordance with the UK General Data Protection Regulation and applicable data protection laws.

Who this Privacy Policy applies to

This Privacy Policy applies to all Removals Docklands customers, potential customers who make enquiries about our services, individuals who visit our website or interact with us via any communication channels, and recipients of our services at collection or delivery addresses where personal data is involved.

Personal data we collect

We collect and process different categories of personal data depending on how you interact with us and what services you request. The main categories of personal data we collect are:

Identification and contact details, including your name, address, service address, email address, and other contact information you choose to provide to arrange or manage a removal or related service.

Service and booking information, including details about your move, such as collection and delivery addresses, property access details, dates and times, inventory or description of goods to be moved, special instructions, and any associated notes you provide.

Payment and billing information, including information necessary to process payments and issue invoices, such as billing address and basic transaction details. Payment card details, where used, are handled by secure payment processors and are not stored by us beyond what is necessary to confirm and allocate your payment.

Communication records, including information you provide when you contact us by phone, through forms, or by other means, as well as records of quotations, confirmations, service updates and any complaints or feedback.

Technical usage data, which may include basic information about how you use our website or online tools, such as pages visited, time and date of visits, and similar analytical data. This information is generally collected in an aggregated or pseudonymised form to help us understand and improve our services.

How and why we use your personal data

We use your personal data only where we have a lawful basis to do so and for specific, explicit and legitimate purposes. The main purposes for which we process your personal data are:

To provide removal and related services, including responding to enquiries, preparing and sending quotations, confirming bookings, planning and performing moves, and providing customer support before, during and after your move.

To manage our relationship with you, including issuing contracts, invoices and receipts, handling payments, communicating changes to services, and responding to any questions or concerns.

To improve our services and operations, including analysing service performance, monitoring demand, and developing new or enhanced services based on aggregated or anonymised data.

To comply with legal and regulatory obligations, such as accounting, taxation, insurance, and record keeping requirements, or responding to lawful requests from public authorities.

To protect our legitimate interests, which may include preventing fraud, safeguarding our staff, vehicles and equipment, and establishing, exercising or defending legal claims.

Lawful bases for processing

We rely on the following lawful bases for processing personal data under the GDPR and applicable data protection laws:

Contract: We process personal data where it is necessary to enter into a contract with you or to perform a contract for removal services or related services. This includes taking steps at your request before entering into a contract, such as providing a quotation.

Legal obligation: We process personal data where it is necessary for compliance with legal obligations to which we are subject, for example in relation to accounting, tax, or regulatory requirements.

Legitimate interests: We process personal data where it is necessary for our legitimate interests or those of a third party, provided such interests are not overridden by your rights and freedoms. This includes managing our business, improving services, ensuring security and safety, and handling legal claims.

Consent: In limited circumstances, we may rely on your consent, for example for certain forms of direct marketing or where required for the use of specific optional cookies or analytical tools. Where we rely on consent, you have the right to withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Data sharing and processors

We do not sell your personal data. We may share your personal data with carefully selected third parties only where necessary and in accordance with this Privacy Policy.

Service providers and processors: We may use trusted third parties to provide services on our behalf, such as IT and hosting providers, payment processors, accounting and administration services, and subcontracted removal teams where appropriate. These third parties act as data processors and only process personal data on our documented instructions and for the purposes described in this Privacy Policy.

Professional advisers: We may share information with professional advisers such as accountants, auditors, insurers and legal advisers where necessary to obtain professional services or manage risk and legal obligations.

Authorities and law enforcement: In certain situations we may be required to disclose personal data to public authorities, regulators, or law enforcement where this is required by law or necessary to protect our rights, property, or safety or that of others.

Where we use data processors, we ensure appropriate contractual and organisational measures are in place to safeguard your personal data and ensure compliance with data protection laws.

International transfers

Where our use of service providers or systems involves transferring personal data outside the United Kingdom or the European Economic Area, we take steps to ensure that appropriate safeguards are in place to protect your information. These may include relying on adequacy regulations, standard contractual clauses, or other recognised safeguards in accordance with data protection laws.

Data retention and storage

We keep personal data only for as long as is necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, or reporting requirements, and to resolve any disputes or enforce our agreements.

In general, basic customer and contract records, invoice information, and service details are retained for a period that aligns with statutory limitation periods and tax law requirements. Quotations and general enquiries that do not lead to a booking may be kept for a shorter period in order to respond to follow-up questions and for internal analysis, after which they are securely deleted or anonymised.

When personal data is no longer required for the original purpose or any compatible lawful purpose, we will either securely delete it or irreversibly anonymise it so that it can no longer be linked to an identifiable individual.

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 access controls, secure storage, staff training, and procedures for handling data incidents. While we take reasonable steps to secure personal information, no system or transmission can be guaranteed as completely secure.

Your data protection rights

Under the GDPR and applicable data protection laws, you have several rights in relation to your personal data. These rights apply to all Removals Docklands customers and individuals whose personal data we process in the course of providing our services in the areas we cover, subject to certain conditions and legal limitations.

Right of access: You have the right to request confirmation as to whether we process your personal data and to request a copy of that data, together with information on how it is used.

Right to rectification: You have the right to request correction of any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you have withdrawn consent and there is no other legal basis for processing.

Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, such as where the accuracy of the data is contested or where processing is unlawful and you prefer restriction to deletion.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you have the right to request that we provide you with your personal data in a structured, commonly used and machine-readable format, or that we transmit it to another controller where technically feasible.

Right to object: You have the right to object to processing based on our legitimate interests, including profiling related to such interests. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is required for the establishment, exercise or defence of legal claims.

Rights in relation to automated decision-making: We do not carry out automated decision-making or profiling that produces legal effects concerning you or similarly significantly affects you.

How to exercise your rights or raise concerns

If you wish to exercise any of your data protection rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our website or in your service documentation. We may need to verify your identity before responding to certain requests in order to protect your information.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your personal data has been processed in a way that does not comply with data protection laws. We encourage you to contact us first so that we can try to resolve any issues directly.

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 protection practices. The revised version will be published on our website and will take effect from the date of publication. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.