Privacy Policy - Removals Soho

This Privacy Policy applies to all Removals Soho customers in the area and explains how personal data is collected, used, shared, retained, and protected in line with the UK GDPR and the Data Protection Act 2018.

1. Introduction

Removals Soho is committed to protecting the privacy and security of personal data. This Privacy Policy explains what information we collect from customers, prospective customers, suppliers, and other individuals connected with our services, why we collect it, how long we keep it, who may process it on our behalf, and what rights individuals have over their information.

By using our services, requesting a quotation, making a booking, or communicating with us, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection law.

2. Data We Collect

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

Identity data: name, title, and any identifying information you provide.
Contact data: address, email address, telephone number, and moving location details.
Service data: details relating to your removal requirements, inventory notes, property access information, moving dates, and special handling instructions.
Payment data: billing details, payment records, and transaction references.
Communication data: correspondence by phone, email, text, or other channels, including complaints, queries, and feedback.
Technical data: limited device, browser, or usage information where this is collected through digital systems used to support our services.
Special category data: we do not intentionally collect special category data unless you choose to provide it and it is strictly necessary for the service, for example access or health-related information needed to safely carry out a move.

We ask that you do not share unnecessary personal information, especially sensitive data, unless it is relevant to the service and you are comfortable doing so.

3. How We Use Your Data

We use personal data for legitimate business and service purposes, including:

providing quotes and managing bookings;
planning, coordinating, and carrying out removal services;
confirming identity, access arrangements, and service requirements;
communicating with you before, during, and after the move;
processing payments and maintaining accounting records;
handling complaints, disputes, and customer support requests;
meeting legal, regulatory, and tax obligations;
protecting against fraud, misuse, and security incidents;
improving service quality, operations, and customer experience.

We will not use your personal data for purposes that are incompatible with those stated in this policy unless we have a valid legal basis and, where required, your consent.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under the UK GDPR. Depending on the circumstances, this may include:

Contract: processing is necessary to enter into or perform a contract with you, such as providing removal services, producing quotations, and managing bookings.
Legal obligation: processing is necessary to comply with legal requirements, including tax, accounting, insurance, and record-keeping obligations.
Legitimate interests: processing is necessary for our legitimate business interests, such as service administration, operational planning, customer communication, fraud prevention, and improving our services, provided those interests do not override your rights and freedoms.
Consent: where required, we will rely on your consent for specific optional activities. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

Where special category data is processed, we will only do so where an additional condition under data protection law applies, such as explicit consent or necessity for legal claims or employment-related safety obligations.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or, in some cases, independent controllers. We ensure that any sharing is limited to what is necessary and subject to appropriate safeguards.

Processors may include:

IT and cloud service providers: to host secure systems, store records, and support operational tools.
Payment service providers: to process card or electronic payments securely.
Accounting and bookkeeping providers: to support financial administration and statutory reporting.
Customer communication tools: to manage emails, messaging, scheduling, or service notifications.
Professional advisers: such as insurers, legal advisers, or auditors where needed.
Subcontracted service providers: where required to assist with service delivery, subject to confidentiality and data protection obligations.

We require processors to act only on our instructions, keep data secure, and comply with applicable data protection laws. We do not sell personal data.

We may also disclose personal information where required by law, court order, regulatory request, or to protect our rights, customers, staff, or property.

6. International Transfers

If any processor or service provider transfers personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms. We take reasonable steps to ensure that personal data remains protected to a standard consistent with UK data protection law.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements.

Retention periods may vary depending on the type of data and the reason it is held. As a general approach:

Quotation and enquiry data: retained for a limited period after the enquiry, unless it leads to a booking or another lawful reason for longer storage.
Customer and contract records: retained for the duration of the service relationship and for a period afterwards for claims, accounting, and business administration.
Financial and tax records: retained for the period required by law.
Complaints and correspondence: retained for as long as needed to resolve the issue and for a reasonable follow-up period.
Security or incident records: retained as necessary for investigation, prevention, and compliance purposes.

When data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe and proportionate manner.

8. Data Security

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

While no system can be guaranteed to be completely secure, we take reasonable steps to safeguard the information we hold and to reduce the risk of misuse.

9. Your Rights

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

Right of access: request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: request correction of inaccurate or incomplete information.
Right to erasure: request deletion of your data in certain circumstances.
Right to restriction: request limitation of processing in specific situations.
Right to object: object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability: request transfer of certain data in a commonly used format, where applicable.
Right to withdraw consent: withdraw consent where processing is based on consent.

Some rights are subject to legal conditions and exceptions. If you exercise a right, we may need to verify your identity and may retain certain records where required by law.

How to Exercise Your Rights

If you wish to exercise any of these rights, you should make a request through the appropriate service channel used to communicate with us. We will respond within the timeframe required by law and provide further information if any limitation or exception applies.

10. Complaints and Supervisory Authority

If you have concerns about how we use your personal data, you should raise them with us first so we can try to resolve the matter. You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) if you believe your data protection rights have been infringed.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or service arrangements. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to remain informed about how personal data is handled.

In summary: Removals Soho processes personal data lawfully, fairly, and transparently, using it only for legitimate service, contractual, and legal purposes. We retain it only as long as needed, share it carefully with trusted processors, and respect the rights of all customers in the area.