Privacy Policy - Roehampton Removals

This Privacy Policy explains how Roehampton Removals collects, uses, shares, stores, and protects personal data. It applies to all Roehampton Removals customers in the area, including prospective customers, current customers, and individuals who communicate with us about our 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

Roehampton Removals provides removal and related logistics services. In the course of operating our business, we may process personal data relating to customers, household members, business representatives, suppliers, and other individuals involved in arranging or receiving our services. This policy describes the categories of data we collect and the purposes for which we use them.

2. Personal Data We Collect

We only collect information that is necessary for the delivery and administration of our services. The types of personal data we may collect include:

Identity data such as name, title, and, where relevant, company name.
Contact data such as postal address, email address, and telephone number.
Service and transaction data such as move details, service preferences, inventory information, access requirements, dates, quotes, invoices, and payment records.
Communication data such as correspondence, notes from phone calls, complaints, feedback, and enquiries.
Technical data where applicable, such as device or browser information if you interact with our digital systems.
Special category data only where strictly necessary and usually only if you choose to provide it, for example details needed to accommodate access or health-related requirements during a move.

We do not intentionally collect more information than is needed for our legitimate business purposes. Where possible, we will ask you to avoid sharing unnecessary sensitive information.

3. How We Collect Personal Data

We may collect personal data directly from you when you request a quote, make an enquiry, book a service, complete forms, communicate with us, or pay for services. We may also receive information from third parties who are acting on your behalf, such as family members, estate agents, landlords, solicitors, or business contacts, where they are involved in arranging the move.

In addition, we may collect information from our service providers, payment processors, or publicly available sources where this is lawful and relevant to our services.

4. Why We Use Your Data

We process personal data for the following purposes:

to provide quotations and respond to enquiries;
to plan, arrange, and deliver removal services;
to manage bookings, scheduling, and operational logistics;
to issue invoices, process payments, and maintain business records;
to communicate service updates and important information;
to handle complaints, claims, and customer support requests;
to comply with legal, tax, accounting, and regulatory obligations;
to protect our business, staff, customers, and property; and
to improve our services, systems, and customer experience.

We use a data minimisation approach and only process information that is relevant to these purposes.

5. Lawful Basis for Processing

We process personal data only when we have a lawful basis under the UK GDPR. Depending on the circumstances, the lawful bases we rely on are:

Contract – processing is necessary to enter into or perform a contract with you, such as arranging and delivering a removal service.
Legal obligation – processing is necessary to comply with legal and regulatory requirements, including tax and accounting rules.
Legitimate interests – processing is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This may include service administration, business management, fraud prevention, and improving our services.
Consent – in limited cases, we may rely on your consent, particularly where special category data is involved or where consent is otherwise required by law. You may withdraw consent at any time.

Where we rely on legitimate interests, we ensure that we carry out an appropriate balancing test. Where we rely on consent, it will be clear, informed, and freely given.

6. Who We Share Data With

We may share personal data with trusted third parties where necessary to provide our services, run our business, or comply with the law. These third parties may act as processors or, in some cases, as independent controllers.

Processors may include:

payment service providers that handle card or electronic payments;
accounting, bookkeeping, and invoicing providers;
IT and cloud storage providers;
customer management or scheduling software providers;
communications and email service providers;
professional advisers, such as lawyers or auditors, where acting on our behalf;
subcontractors or operational partners involved in completing a service.

We only engage processors that provide sufficient guarantees about data protection and that are bound by written contracts requiring them to process data only on our instructions, keep it secure, and comply with applicable law.

We may also disclose personal data to public authorities, regulators, law enforcement, insurers, or courts where required or permitted by law.

7. Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, including to satisfy legal, accounting, and reporting obligations. The retention period depends on the type of data, the nature of our relationship with you, and any legal requirements that apply.

In general:

quotation and customer enquiry data may be retained for a limited period if no service is booked;
contract, service, and invoice records may be retained for several years to meet tax and legal obligations;
communication records may be retained for a reasonable period to manage disputes or complaints;
data collected with consent will be retained only for the period covered by that consent or until it is withdrawn.

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices.

8. International Transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms designed to protect your information to a standard equivalent to UK GDPR requirements.

9. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, encryption where appropriate, staff confidentiality obligations, secure storage, and regular review of our processing practices.

No system is completely secure, but we work hard to keep your data safe and to reduce the risk of misuse.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These may 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 ask us to delete 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.
Right to data portability – you can ask for certain data to be transferred to you or another organisation.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with our legal obligations and within the timescales required by law. In some cases, we may need to verify your identity before responding.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in the context of a family move and provided by an adult responsible for arranging the service. If we become aware that we have collected data improperly, we will take appropriate steps to delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational needs. Any revised version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically so you remain informed about how we handle personal data.

13. Complaints and Supervisory Authority

If you are concerned about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority. In the UK, this is the Information Commissioner’s Office (ICO). We encourage you to raise concerns so we can address them promptly and transparently.

Summary of our commitment: Roehampton Removals processes personal data lawfully, fairly, and securely, with clear limits on collection, use, sharing, and retention. We respect your rights and aim to handle every customer’s information with care and accountability.