Hillingdon Removals Privacy Policy
This Privacy Policy explains how Hillingdon Removals collects, uses, stores and protects personal data relating to our customers and prospective customers. It also describes your rights under data protection law, including the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Hillingdon Removals customers and prospective customers in our operating area.
Who We Are
Hillingdon Removals is a removals and related services provider. We act as the data controller for the personal data we collect and process in connection with our services. This means we decide how and why your personal data is used.
Personal Data We Collect
We collect and process different types of personal data, depending on how you interact with us and the services you use. The categories of data we may collect include:
Identification and contact details, such as your name, postal address, property address for the removal, and any alternative contact address you provide.
Communication details that you choose to share when you contact us or request a quote, such as your communication preferences and the content of your messages.
Service and booking details, including details of the property or premises involved in the removal, access information, inventory or item lists, special moving requirements, preferred dates and times, and any instructions you provide relating to the move.
Payment and transaction details necessary to take payment for services, such as the amount paid, payment date, payment method, and invoice or reference numbers. We do not store full card details if you pay by card. When card details are processed, this is done securely by our chosen payment processor.
Website and usage information if you visit our website, such as basic technical information provided by your browser and information about how you use our site, including pages visited and time spent. Where used, cookies and similar technologies will only be used in accordance with applicable law and your preferences.
Feedback and review information, such as your comments, testimonials or survey responses about our services.
How We Collect Your Data
We collect personal data directly from you when you request a quote, make a booking, contact us, or otherwise communicate with us about our services. We may also collect data when you interact with our website.
In some cases, we may receive personal data about you indirectly, for example if a third party arranges a removal service on your behalf and provides us with your contact details and service requirements. Where appropriate, that third party should have your authorisation to share your data with us.
Lawful Basis for Processing
We only process your personal data where we have a lawful basis under data protection law. Depending on the context, the lawful bases we rely on are:
Contract: We process your personal data where it is necessary to enter into a contract with you or to perform a contract with you. This includes providing quotes, managing bookings, carrying out removals, and handling payments.
Legal obligation: We process certain data where we are required to do so by law, such as for accounting, tax and record-keeping purposes.
Legitimate interests: We may process your data where it is necessary for our legitimate business interests and where these are not overridden by your rights and freedoms. This can include responding to enquiries, improving our services, securing our systems, and keeping basic records of previous moves for reference and dispute resolution.
Consent: In limited cases, we may rely on your consent, for example for certain types of marketing where required by law or for optional cookies. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide quotes and information about our services and to respond to your enquiries.
To schedule, manage and deliver removal and related services you request.
To issue invoices, take payments and maintain accurate financial records.
To communicate with you about your booking, including confirming details, updating you on timings, and arranging access.
To handle complaints, queries, aftercare and dispute resolution.
To maintain internal records, including information on previous moves, for operational efficiency and to help manage future bookings.
To improve our services, for example by analysing feedback and reviewing how our services are used.
To meet legal and regulatory requirements, including tax, accounting and record-keeping obligations.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties where this is necessary for the operation of our business, to provide our services, or to comply with the law.
These third parties may include:
Service delivery partners such as subcontracted drivers or removal teams where required to complete your move. They will receive only the information needed to perform the service.
Payment processing providers who handle card or electronic payments securely on our behalf.
Professional advisers such as accountants or legal advisers where necessary for compliance, financial reporting or legal matters.
IT and systems providers who supply or support the systems and tools we use to manage our business, communications and records.
Regulators, law enforcement bodies or other authorities where we are legally required to share personal data.
When we use third parties to process personal data on our behalf, they act as data processors. We only use processors who provide sufficient guarantees to implement appropriate technical and organisational measures to meet the requirements of data protection law and to protect your rights. We ensure that our contracts with processors contain appropriate data protection obligations.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, or for longer where required or permitted by law.
The length of time we retain data will depend on factors such as the type of information, the nature of our relationship with you, and our legal and regulatory obligations. In general:
Basic contact, booking and service information will be retained for a period following completion of the service to allow us to handle any queries, complaints or legal claims.
Financial records, including invoices and payment details, will be retained for the period required by accounting and tax laws.
Information held for marketing or communication purposes will be retained until you opt out or until we consider it no longer necessary for that purpose.
When personal data is no longer needed, we will securely delete or anonymise it.
International Transfers
Our primary operations are based in the United Kingdom. If any of our service providers transfer or access your personal data outside the UK, we will ensure that appropriate safeguards are in place to protect your data in accordance with applicable data protection laws.
Security of Your Data
We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include limiting access to personal data to those who have a business need to know and have committed to confidentiality, and using secure methods to store and transmit data.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. Your rights include:
Right of access: You can request confirmation that we process your personal data and ask for a copy of the data we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete personal data.
Right to erasure: In certain circumstances, you can request that we delete your personal data.
Right to restriction of processing: You can ask us to restrict how we process your personal data in certain situations.
Right to data portability: In some cases, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or that we transmit it to another controller.
Right to object: You can object to our processing of your personal data where we rely on legitimate interests or where we are using your data for direct marketing.
Right to withdraw consent: Where we rely on your consent, you can withdraw that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.
To exercise any of these rights, you can contact us using the contact details provided on our website or other communications. We may need to verify your identity before responding to your request.
Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us so we can address your concerns. You also have the right to lodge a complaint with the UK supervisory authority for data protection if you believe your rights have been infringed.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. 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 process your personal data.
