Privacy Policy
Removals Ilford Privacy Policy
This Privacy Policy explains how Removals Ilford collects, uses, stores, and protects personal data of its customers and prospective customers. It applies to all individuals using our removal and related services in Ilford and the surrounding area. We are committed to handling your personal data lawfully, fairly, and transparently, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.
Data Controller
Removals Ilford is the data controller for the personal data described in this Privacy Policy. This means that we determine the purposes and means of processing your personal data when you engage with our services or communicate with us.
Personal Data We Collect
We collect and process personal data that is necessary for the provision of our services and the operation of our business. The categories of data we may collect include:
Identification and contact details such as name, address, previous address, destination address, postcode, and other location details relevant to your move, as well as contact information such as your mobile number, landline number, and other contact channels you choose to use.
Booking and service information such as details of the property to be moved from and to, access details, dates and times of your move, inventory or description of items, special handling instructions, parking requirements, and any other information you provide so we can plan and complete your removal service.
Payment and transaction data such as information required to process payments, details of services purchased, prices, dates of transactions, discounts, and VAT-related information. We do not store full payment card details if you pay by card; these are processed by our chosen payment processor.
Communication data such as queries, complaints, feedback, and any other communications you send to us by phone, written correspondence, messaging, or other channels, and our responses to you.
Technical and usage data where relevant, such as basic technical information collected when you visit our website or online platforms, including your IP address, browser type, device details, and information about how you navigate our site, where such collection is permitted by applicable law.
How We Collect Your Data
We collect personal data directly from you when you request a quote, make a booking, contact us with an enquiry, communicate with us before, during, or after your removal service, or provide feedback. We may also receive data from third parties where you have given your consent for them to share your details, such as comparison sites or referral partners, or from publicly accessible sources where relevant to our services.
Purposes and Lawful Bases for Processing
We only process personal data where we have a lawful basis under the UK GDPR. The main purposes and corresponding lawful bases are as follows:
To provide quotations and respond to enquiries. We process your contact and service-related information to provide you with quotes and answer your questions. The lawful basis is taking steps at your request prior to entering into a contract and, in some cases, our legitimate interests in responding to potential customers.
To perform our contract with you. We process identification, contact, service, and payment data to schedule, plan, and complete your removal, to communicate with you about the service, to issue invoices, and to manage any changes to your booking. The lawful basis is the performance of a contract to which you are a party.
To manage our business and improve services. We may use your data to manage accounts, handle customer service issues, monitor service quality, train staff, and improve our operational processes. This processing is based on our legitimate interests in running and developing our business, provided your rights and freedoms are not overridden.
To comply with legal obligations. We process certain data to comply with accounting, tax, insurance, and other legal or regulatory requirements. The lawful basis is compliance with legal obligations to which we are subject.
To send limited service-related information or updates. Where appropriate, we may contact you about important changes to our services, terms, or policies. The lawful basis is our legitimate interests and, where required, compliance with legal obligations.
Where we rely on consent, for example for certain optional communications or the use of particular cookies or similar technologies, you may withdraw your consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.
Data Retention
We keep your personal data only for as long as necessary for the purposes for which it was collected, or for as long as we are required to retain it by law.
In general, data related to quotations, bookings, and completed removals is retained for a period that allows us to respond to queries, manage any claims, and meet our legal and tax obligations. After the relevant retention period has expired, data will be securely deleted or anonymised so that it can no longer be associated with you.
The specific retention period may vary depending on the type of data, the nature of our relationship with you, and applicable legal requirements.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with third parties in the following circumstances:
Service providers acting as data processors who provide services on our behalf, such as IT and hosting companies, payment processors, customer communication platforms, document storage providers, and other professional or technical support services. These processors are only permitted to use your data in accordance with our written instructions and must implement appropriate security measures.
Operational partners where necessary for the performance of your contract, such as subcontracted removal teams or associated logistics providers in cases where we need additional resources to complete your service. These partners receive only the information they need to carry out their part of the service.
Professional advisers such as accountants, auditors, legal advisers, and insurers to the extent that this is necessary for the establishment, exercise, or defence of legal claims, financial reporting, or compliance with legal requirements.
Public authorities and regulators where we are legally required to share data, or where sharing is necessary to protect our rights, the rights of our customers, or the safety of individuals.
If we share data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place in accordance with applicable data protection laws.
Data Security
We take reasonable and appropriate technical and organisational measures to protect your personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures include limiting access to personal data to personnel and service providers who have a business need to know it, using secure storage and communication methods where appropriate, and maintaining internal policies and training on data protection.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and limitations.
Right of access. You have the right to request confirmation as to whether we process your personal data and, if so, to receive a copy of that data together with certain information about how we process it.
Right to rectification. You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to erasure. In certain circumstances, you may request that we delete your personal data. This right is not absolute and may be restricted where we must retain data to comply with legal obligations or to establish, exercise, or defend legal claims.
Right to restrict processing. You have the right in certain situations to request that we restrict the processing of your personal data, for example while we verify its accuracy or consider an objection you have raised.
Right to object. You may object to our processing of your personal data where we are relying on legitimate interests as our lawful basis. We will assess your objection and cease processing unless we have compelling legitimate grounds to continue or we need the data for legal claims.
Right to data portability. Where processing is based on your consent or on a contract and is carried out by automated means, you may have the right to receive the personal data you have provided to us in a structured, commonly used, and machine-readable format and to transmit it to another controller where technically feasible.
Right to withdraw consent. Where we rely on your consent for processing, you may withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before withdrawal.
You also have the right to lodge a complaint with the relevant supervisory authority if you believe your data protection rights have been infringed. In the United Kingdom, this is the Information Commissioner's Office.
Scope of this Policy
This Privacy Policy applies to all customers and prospective customers of Removals Ilford within Ilford and the surrounding area, and to anyone who contacts us or uses our services. By engaging with us, requesting a quote, or using our services, you acknowledge that you have read and understood this Privacy Policy.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we provide. Any changes will take effect from the date the updated policy is made available. You should review this Privacy Policy periodically to stay informed about how we process and protect your personal data.
