Privacy Policy - Shoreditch Removals

This Privacy Policy explains how Shoreditch Removals collects, uses, stores, shares, and protects personal data. It applies to all Shoreditch Removals customers in area, including individuals and businesses who enquire about, book, or receive removal-related services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to anyone who:

• requests a quote or information about our services;
• books or receives a removals service;
• communicates with us by phone, email, text, online form, or other channels;
• is named as a contact person, property representative, or recipient in connection with a booking;
• uses our services as part of a household move, office move, storage arrangement, or related logistics support.

2. Personal data we collect

We collect only the personal data that is necessary for legitimate business and operational purposes. Depending on the nature of the service, we may collect the following categories of information:

2.1 Information you provide directly

• Identity details, such as your name and title.
• Contact details, such as address, telephone number, and email address.
• Booking details, such as service date, inventory of items, property access information, and special handling requirements.
• Payment information, such as billing records and transaction references.
• Communication records, including enquiries, complaints, and service feedback.
• Additional information you choose to share, for example notes relating to fragile items, access restrictions, or delivery instructions.

2.2 Information collected automatically

When you interact with us electronically, we may collect limited technical data such as device type, browser type, date and time of communication, and general usage information. This data is used for service administration, security, and to improve our operational efficiency.

2.3 Information from third parties

We may also receive personal data from third parties where necessary to fulfil a service, such as landlords, agents, employers, storage partners, insurers, or payment providers. We only use such data where there is a lawful reason to do so and where appropriate safeguards are in place.

3. How we use personal data

We use personal data for the following purposes:

• to provide quotes and assess service requirements;
• to schedule and carry out removals and related services;
• to manage communications before, during, and after a booking;
• to process payments and maintain financial records;
• to plan logistics, including vehicle allocation, staffing, and route planning;
• to handle complaints, claims, or service issues;
• to meet legal, tax, insurance, and regulatory obligations;
• to protect our business, staff, customers, and property from fraud, misuse, or security incidents;
• to improve service quality, internal processes, and customer experience.

We do not use personal data for purposes that are incompatible with the reasons it was collected unless we have a valid lawful basis and, where required, an appropriate notice or consent.

4. Lawful basis for processing

We only process personal data when a lawful basis under the UK GDPR applies. Depending on the activity, our lawful bases may include:

4.1 Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, completing removals, handling delivery arrangements, and invoicing for services.

4.2 Legitimate interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include managing customer enquiries, improving service delivery, maintaining internal records, preventing fraud, and ensuring site and transport security. We always consider whether the impact on individuals is reasonable and proportionate.

4.3 Legal obligation

We may retain and use certain information where necessary to comply with legal or regulatory obligations, including accounting, tax, health and safety, employment, and insurance requirements.

4.4 Consent

In limited circumstances, we may rely on your consent, for example for certain marketing communications or optional service features. Where consent is used, it will be specific, informed, and freely given. You may withdraw consent at any time.

5. Sharing personal data and processors

We may share personal data with trusted third parties who act as data processors or independent controllers, depending on the service. These parties are required to handle data securely and only for authorised purposes.

5.1 Types of processors we may use

• IT and cloud service providers that host email, storage, scheduling, or administrative systems;
• accounting and payment processors that manage invoicing and transaction processing;
• customer relationship and communications providers that support booking and service updates;
• insurance, claims, and professional advisers where handling a complaint, claim, or legal matter;
• subcontracted service providers or logistics partners involved in delivering the removals service;
• security and fraud prevention providers where necessary to protect our operations.

Where processors are used, we put in place appropriate written agreements requiring them to process data only on our instructions, keep it secure, and assist with compliance where needed.

5.2 Other disclosures

We may also disclose personal data if required by law, regulation, court order, or to protect the rights, safety, or property of our customers, staff, or business. If a business sale, merger, or restructuring occurs, personal data may be transferred as part of that transaction, subject to legal safeguards.

6. Retention of personal data

We keep personal data only for as long as necessary for the purposes for which it was collected, or as required by law. Retention periods vary depending on the type of data and why we hold it.

• Enquiry and quote records are usually retained for a limited period to manage follow-up questions and business administration.
• Booking and service records are retained for the duration of the customer relationship and for a reasonable period afterwards for audit, claims, and legal purposes.
• Financial and tax records are retained in line with statutory requirements.
• Complaint and claim records may be kept longer where needed to resolve disputes or defend legal claims.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention procedures. We do not keep personal data indefinitely without justification.

7. Data security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and provider due diligence. While no system can be guaranteed to be entirely secure, we take reasonable steps to reduce risks and respond promptly to incidents.

8. Your rights

Under data protection law, you may have the following rights in relation to your personal data:

• Right of access – to request a copy of the personal data we hold about you;
• Right to rectification – to ask us to correct inaccurate or incomplete data;
• Right to erasure – to request deletion of your data in certain circumstances;
• Right to restriction – to ask us to limit how we use your data in certain situations;
• Right to data portability – to receive certain data in a structured, commonly used format where applicable;
• Right to object – to object to processing based on legitimate interests or direct marketing;
• Right to withdraw consent – where processing relies on consent;
• Right to complain – to a supervisory authority if you believe your rights have been infringed.

Some rights may be subject to legal conditions or exemptions. If you exercise a right, we may need to verify your identity before responding.

9. Special category and sensitive information

We do not ordinarily seek special category data, such as health information, unless it is necessary for a specific service requirement, safety consideration, or claim handling. If such information is provided, we will process it only where a lawful condition under data protection law applies and with suitable safeguards.

10. Marketing communications

We may send service-related updates where necessary to complete a booking or manage an existing customer relationship. We will only send optional marketing messages where we are permitted to do so under applicable law. You can object to direct marketing at any time, and we will respect your preference.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of our commitments

In summary, Shoreditch Removals only collects personal data that is needed to deliver services safely and efficiently, relies on clear lawful bases for processing, limits retention to what is necessary, uses trusted processors under appropriate safeguards, and respects the rights of customers under data protection law. Our approach is designed to be lawful, transparent, and proportionate for all Shoreditch Removals customers in area.