Privacy Policy - Wandsworth Removals

This Privacy Policy explains how Wandsworth Removals collects, uses, stores, shares, and protects personal data. It applies to all Wandsworth Removals customers in the area, including current, former, and prospective customers who request quotes, make bookings, receive services, or otherwise interact with us. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Wandsworth Removals provides removal and related moving services. In delivering these services, we act as a data controller for the personal data we collect and use for our own business purposes. This means we decide why and how your personal data is processed. We take our responsibility seriously and aim to ensure that all personal information is handled securely and only for legitimate purposes.

2. Information We Collect

We collect only the personal data that is necessary to provide our services, manage our business, and meet our legal obligations. The information we may collect includes:

Identity information such as your name and, where relevant, the names of other household members or authorised representatives.
Contact information such as your address, email address, and telephone number.
Service information such as moving dates, property details, access instructions, inventory notes, and special handling requirements.
Billing and transaction details such as payment records, invoices, and related financial information.
Communication records including messages, emails, notes from calls, and records of complaints or enquiries.
Technical information where relevant, such as basic website usage data, device details, and cookies used to improve performance and security.
Additional information you choose to provide, for example details needed to help with access, timing, parking, or moving fragile items.

We do not seek to collect unnecessary personal data. If you provide information about third parties, such as family members, tenants, landlords, or building managers, you should ensure that you have permission to share that information where required.

3. How We Use Your Data

We use your personal data for the following purposes:

To provide quotes and manage bookings.
To plan and deliver removal services safely and efficiently.
To communicate with you about your move, including changes, updates, or issues.
To manage payments, invoices, refunds, and accounting.
To maintain records of services provided and customer instructions.
To respond to enquiries, feedback, and complaints.
To improve our services, processes, and customer experience.
To protect against fraud, misuse, or unlawful activity.
To comply with legal and regulatory obligations.

We only use your data for purposes that are compatible with the reasons it was collected, unless we obtain your consent or are otherwise permitted by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Depending on the situation, we rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, arranging removals, and completing related services.

Legal Obligation

We may process and retain certain data where required by law, including tax, accounting, fraud prevention, and record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms. Examples include service improvement, business administration, customer support, security monitoring, and handling complaints.

Consent

In limited cases, we may rely on your consent, for example where consent is needed for certain optional communications or non-essential cookies. Where we rely on consent, you can withdraw it at any time.

We do not normally process special category data. If such data is ever provided to us, it will only be handled where lawful and necessary, with appropriate safeguards.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the operation of our business and the delivery of services. These third parties act as processors or independent controllers depending on the context. We ensure that any sharing is limited, appropriate, and subject to data protection safeguards.

Examples of processors and recipients may include:

IT and hosting providers that store or support our systems and communications.
Accounting and invoicing providers that help us manage financial records and billing.
Payment service providers that process transactions securely.
Customer management tools used to organise bookings, enquiries, and service records.
Professional advisers such as accountants, insurers, or legal advisers where necessary.
Subcontractors or service partners involved in completing a move, where required for the service you have requested.
Public authorities where disclosure is required by law or to protect rights, safety, or property.

Where processors handle your data on our behalf, they are contractually bound to process it only according to our instructions, keep it secure, and comply with data protection law. We do not sell personal data.

6. International Transfers

In some cases, personal data may be stored or accessed outside the UK if our service providers use overseas systems. When this happens, we take steps to ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protections recognised under data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, insurance, and operational requirements. Retention periods depend on the type of information and the reason for holding it.

As a general approach:

Quote and enquiry records may be kept for a reasonable period after the enquiry ends.
Customer and service records may be retained for the duration of the contractual relationship and for a period afterwards.
Invoices, payment records, and tax-related information are kept for the period required by law.
Complaint or dispute records may be retained longer where needed to resolve issues or defend legal claims.

When data is no longer needed, it is securely deleted, anonymised, or destroyed. We review retention regularly to avoid keeping information longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access based on business need. While no system can be guaranteed completely secure, we take reasonable steps to safeguard the information in our care.

9. Your Rights

You have important rights under data protection law. Subject to legal exceptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your personal data in certain circumstances.
Restriction of processing in certain situations.
Data portability where processing is based on consent or contract and carried out by automated means.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent at any time where consent is the lawful basis.

You also have the right to be informed about how your data is used and to lodge a complaint with the UK Information Commissioner???s Office if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve any concern promptly and fairly.

10. Cookies and Similar Technologies

Where applicable, we may use cookies or similar technologies for essential website operation, performance, security, and basic analytics. Non-essential cookies, if used, will only be deployed where permitted by law and, where required, with your consent. You can manage cookie preferences through your browser settings or the controls provided at the point of access.

11. Children???s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children unless it is incidentally provided as part of a customer service arrangement. If we learn that we have collected a child???s data without appropriate basis, we will take steps to delete it where required.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our operational practices. Any updates will take effect when published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitments

Wandsworth Removals is committed to collecting only the data we need, using it for clear and lawful purposes, limiting retention, sharing it carefully with trusted processors, and respecting your rights. We aim to process all personal data in a way that is transparent, secure, and proportionate to the services we provide. By using our services, you acknowledge that this policy applies to your personal data where we act as data controller in connection with removals and related services within the area.