Privacy Policy - Removal Company Kensington

This Privacy Policy explains how Removal Company Kensington collects, uses, stores, shares, and protects personal data. It applies to all Removal Company Kensington customers in the area, including individuals, households, landlords, tenants, and businesses that use our removal, packing, storage, delivery, or related services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Removal Company Kensington provides removal and relocation services for customers in the local area. For the purposes of data protection law, we act as a data controller when we determine why and how personal data is processed. In some situations, we may also act as a data processor where we handle information on behalf of a customer or business client according to their instructions.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, complying with legal obligations, and managing our business operations. The categories of data we may collect include:

• Identity data such as your name, title, and, where applicable, business name.
• Contact data such as address, email address, and phone number.
• Service data such as moving dates, property access details, inventory lists, special handling requirements, and service instructions.
• Payment and transaction data such as billing details, invoice records, and payment status.
• Communication data including correspondence, enquiries, complaints, and feedback.
• Technical data such as basic website or device information if you interact with our online services, including IP address and browser type.
• Risk and safety data such as information needed for manual handling, fragile items, access limitations, or site safety arrangements.

We do not seek to collect unnecessary sensitive information. If special category data is shared with us by a customer, we will only process it where there is a valid legal basis and where it is necessary for the specific service requested.

3. How We Use Personal Data

We use personal data for the following purposes:

• to provide quotations and manage bookings;
• to plan, carry out, and complete removal services;
• to communicate with customers before, during, and after a service;
• to process payments and issue invoices;
• to manage customer service requests, complaints, and feedback;
• to maintain records and administer our business;
• to meet legal, regulatory, accounting, and insurance obligations;
• to protect our staff, customers, property, and operations;
• to prevent fraud, misuse, or unlawful activity.

We process personal data only for specified, explicit, and legitimate purposes and do not use it in ways that are incompatible with those purposes.

4. Lawful Basis for Processing

Under UK GDPR, we rely on one or more lawful bases to process personal data. These include:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, booking services, handling moves, and managing payments.

Legal Obligation

We may process data where required to comply with legal obligations, such as tax, accounting, insurance, or record-keeping requirements.

Legitimate Interests

We may process data for our legitimate business interests, provided these are not overridden by your rights and freedoms. This may include service administration, customer support, internal record management, business improvement, and security monitoring. We ensure that any processing based on legitimate interests is necessary and proportionate.

Consent

In limited situations, we may rely on your consent, for example where it is needed for optional communications or specific data uses. Where consent is used, you may withdraw it at any time.

Vital Interests

In exceptional circumstances, we may process personal data to protect someone’s vital interests, such as during an emergency or serious safety concern.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to provide our services or run our business. These parties act as processors or, in some cases, independent controllers. We only work with third parties that provide appropriate safeguards and process data under written contractual terms where required.

Examples of processors and service providers may include:

• Payment service providers that handle card or online payments.
• IT and cloud hosting providers that store or support business systems.
• Accounting and bookkeeping providers that assist with invoices, tax, and financial records.
• Scheduling and communications providers that support appointment management and customer correspondence.
• Insurance providers and claims handlers where required for service-related incidents.
• Professional advisers such as solicitors, auditors, or consultants when needed for compliance or business support.

We may also disclose personal data if required by law, court order, regulatory request, or to protect our rights, staff, customers, or property. Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place.

6. Retention of Personal Data

We retain personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting obligations. The retention period depends on the type of data and the context in which it was obtained.

• Customer service and booking records are generally kept for the duration of the business relationship and for a reasonable period afterwards.
• Financial and tax records are retained for the period required by law.
• Complaint, claim, and dispute records may be kept for as long as needed to resolve the matter and protect our legal position.
• Security and operational records are retained only for the time necessary to manage risk and maintain business integrity.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We do not keep personal data indefinitely.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include access controls, staff confidentiality obligations, secure storage, and limiting data access to those who need it to perform their duties. Although no system can be completely secure, we work to maintain a level of security appropriate to the risks involved.

8. Your Rights

Under data protection law, you have important rights in relation to your personal data. These rights may apply depending on the circumstances of the processing:

• Right of access – you may request a copy of the personal data we hold about you.
• Right to rectification – you may ask us to correct inaccurate or incomplete data.
• Right to erasure – you may ask us to delete your data in certain circumstances.
• Right to restriction – you may ask us to limit how we use your data in certain situations.
• Right to data portability – you may request certain data in a structured, commonly used format.
• Right to object – you may 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.

You also have the right to raise a concern with the UK Information Commissioner’s Office if you believe your data rights have been infringed. We encourage you to raise any concern with us first so we can address it promptly and fairly.

9. Data Accuracy and Your Responsibilities

We aim to keep personal data accurate and up to date. To help us do this, we ask customers to provide correct information and notify us of any changes relevant to their booking or account. Accurate information helps us deliver services safely and efficiently.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary for service delivery and provided by an adult with responsibility for the household or arrangement. Where children’s data is involved, it is handled with particular care and only for legitimate purposes.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically so they remain informed about how we use personal data.

12. Summary of Our Commitment

Removal Company Kensington is committed to lawful, transparent, and responsible data handling. We collect only the information needed to provide moving and related services, rely on appropriate lawful bases, share data only when necessary with trusted processors, and retain personal data for no longer than required. We respect your rights and aim to ensure that all customers in the area can trust us to protect their privacy. Your personal data matters to us, and we treat it with care and respect.