This Privacy Policy explains how Richmond upon Thames Removals collects, uses and protects your personal data when you use our services in the London Borough of Richmond upon Thames and surrounding areas. It applies to all customers, prospective customers and website users who engage with Richmond upon Thames Removals in relation to our removal, packing, storage and related services.
We are committed to processing your personal data fairly, lawfully and transparently, in accordance with the UK General Data Protection Regulation UK GDPR and the Data Protection Act 2018.
The data controller is Richmond upon Thames Removals. We determine the purposes and means of processing your personal data when providing our services in the Richmond upon Thames area.
We collect and process different types of personal data depending on how you use our services. This may include:
Identification and contact details such as your name, postal address, property address for collection and delivery, email address and any other contact details you provide to us.
Service and booking information such as details of your move, dates and times, collection and delivery locations, access details for your properties, inventory or item descriptions, special instructions and any associated notes required to carry out the service.
Payment and billing information such as billing address and payment-related details required to process transactions. Where you make payments via a third-party payment provider, that provider may also process your data as an independent controller according to its own privacy terms.
Communication information such as copies of emails, enquiries, messages, and any other correspondence you send to us or that we send to you, including records of quotes and customer service communications.
Technical and usage data such as information about how you use our website or online enquiry forms, including basic device and browser information. We may use this information to improve our services and website performance.
We collect personal data directly from you when you contact us for a quotation, make a booking, request information, communicate with us by email or through any other channel, complete forms on our website, or provide details to our staff in person or by phone.
We may also receive personal data about you from third parties where necessary for your move, for example from comparison sites, letting agents, estate agents, or corporate clients that arrange removal services on your behalf, where they are authorised to share that information with us.
We only process your personal data when we have a lawful basis to do so under UK GDPR. Depending on the context, this may include:
Contractual necessity where processing your data is necessary to provide a quote, enter into a contract with you, or perform our contract to provide removal, storage or related services.
Legal obligation where we need to process or retain certain data to comply with applicable legal requirements, tax and accounting rules, or regulatory obligations.
Legitimate interests where we process your data to pursue our legitimate business interests, such as managing and improving our services, handling customer queries and complaints, ensuring security and preventing fraud, provided that these interests are not overridden by your rights and interests.
Consent where you have given clear and explicit consent for a specific purpose. Where we rely on consent, you have the right to withdraw it at any time.
We use your personal data for the following purposes:
To provide quotations, respond to enquiries and assess your requirements for removal and related services.
To set up, manage and perform our contract with you, including planning and carrying out your move, coordinating logistics, and arranging storage where requested.
To communicate with you before, during and after your move, including sending confirmations, updates, and important service-related information.
To manage payments, invoicing, accounting, and to recover debts where necessary.
To provide customer service and handle requests, feedback, queries or complaints.
To improve our services, internal processes and customer experience, including training and quality control.
To comply with legal and regulatory requirements and to assist law enforcement authorities where such disclosure is required by law.
We may share your personal data with trusted third parties where necessary to provide our services or to meet our legal obligations. These third parties act as processors on our behalf or as independent controllers where appropriate.
Categories of recipients may include:
Service partners such as subcontracted removal teams, storage providers or specialist carriers where their involvement is required to fulfil your booking.
Professional advisers such as accountants, auditors or legal advisers where necessary for our business operations.
IT and business service providers who supply hosting, data storage, software, payment processing or other support services to us.
Public authorities or law enforcement agencies when required to comply with legal obligations or lawful requests.
We require all processors who handle personal data on our behalf to implement appropriate technical and organisational measures to protect your data and to process it only in accordance with our instructions and applicable data protection laws.
Our services are primarily provided within the Richmond upon Thames area and the United Kingdom. If we ever need to transfer your personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent protection mechanisms, to protect your data and your rights.
We retain your personal data only for as long as is necessary for the purposes for which it was collected, including to provide our services, meet legal, accounting or reporting requirements, and resolve any disputes.
In general, we will keep core customer and transaction records for the duration of your relationship with us and for a reasonable period afterwards to respond to any queries about our services and to meet our legal obligations. The specific retention period may vary depending on the type of data, the nature of the service, and legal requirements. Once the relevant retention period has expired, we will securely delete or anonymise your personal data.
Under UK data protection law, you have the following rights regarding your personal data, subject to certain conditions and exemptions:
Right of access you can request a copy of the personal data we hold about you and information about how we process it.
Right to rectification you can request that we correct or complete inaccurate or incomplete personal data.
Right to erasure you can request that we delete your personal data where there is no longer a valid reason for us to keep it, or where you have successfully objected to processing.
Right to restrict processing you can ask us to suspend the processing of your personal data in certain circumstances, for example while we verify its accuracy.
Right to object you can object to processing based on our legitimate interests, including direct marketing, at any time. We will stop processing unless we have compelling legitimate grounds that override your interests and rights.
Right to data portability you can 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 and where the processing is based on consent or contract and carried out by automated means.
Where we rely on your consent for processing, you have the right to withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing based on consent before its withdrawal.
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to those employees and processors who need it to perform their duties, and maintaining safeguards appropriate to the nature of the data and the risks involved.
This Privacy Policy applies to all customers and prospective customers of Richmond upon Thames Removals who use our services in the Richmond upon Thames area, as well as visitors to our website and individuals who contact us in relation to our services.
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or service offerings. Any changes will take effect when the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
If you have any questions about this Privacy Policy or how we process your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the contact details published on our website or any official documentation you have received from Richmond upon Thames Removals.
You also have the right to lodge a complaint with the UK Information Commissioners Office if you are unhappy with how we have handled your personal data. We would, however, appreciate the opportunity to address your concerns directly before you approach the supervisory authority.
