Privacy Policy - Removal Van Hackney

This Privacy Policy explains how Removal Van Hackney collects, uses, stores, shares, and protects personal data. It applies to all Removal Van Hackney customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our removal van services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Removal Van Hackney acts as the data controller for the personal data we collect and use in connection with our services. This means we determine why and how your personal data is processed. We take our obligations seriously and aim to keep your information accurate, secure, and used only where there is a lawful basis to do so.

2. What Personal Data We Collect

We collect only the personal data needed to provide our services, manage our business, and meet our legal obligations. The categories of data we may collect include:

Identity details such as your name and title.
Contact details such as phone number, email address, and service address.
Booking information such as requested dates, move details, inventory notes, and service preferences.
Payment and billing data such as invoicing details and transaction records.
Communication records including emails, messages, call notes, and feedback.
Technical information such as basic website or device data if you interact with us online.
Service-related data such as access instructions, parking requirements, and property details necessary for completing a move.

We do not intentionally collect special category data unless it is necessary and lawful to do so, for example where you voluntarily provide information that is relevant to a service request or complaint and we have a lawful basis for processing it. We ask that you avoid sharing unnecessary sensitive information.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and confirm bookings.
To plan and carry out removal van services safely and efficiently.
To communicate with you about your booking, schedule, or service updates.
To process payments, issue invoices, and manage account records.
To handle complaints, claims, and customer support requests.
To maintain business records and improve our services.
To comply with legal, regulatory, accounting, and insurance obligations.
To prevent fraud, misuse, or unlawful activity.

We only process data where it is relevant and proportionate to the purpose. Personal data is never used in a way that is incompatible with the reason it was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, confirming a removal booking, and delivering the services you have asked for.

Legal Obligation

We may process and retain certain data where required to meet legal duties, such as tax rules, accounting standards, insurance obligations, or lawful record-keeping requirements.

Legitimate Interests

We may use data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing operations, improving services, securing our systems, maintaining business records, and handling customer queries. We always consider whether the use of data is necessary and balanced.

Consent

In limited situations, we may rely on your consent. If we do, you may withdraw it at any time. Withdrawal of consent will not affect processing that has already taken place lawfully before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to deliver our services or operate our business. These third parties act as processors when they process data on our behalf and only under our instructions. They may include:

Payment processors who handle card or electronic payments.
IT and cloud service providers who store data or support our systems.
Accounting and bookkeeping providers who assist with financial records.
Communication and messaging providers who help us manage emails or messages.
Insurance or legal advisers where needed to manage claims or legal matters.
Subcontractors or operational partners who help deliver removal services when required.

We only use processors that provide sufficient safeguards for your data. We do not sell your personal data. We may also disclose data to public authorities or other parties when required by law or where necessary to protect our rights, property, staff, customers, or the public.

6. International Transfers

If any processor or service provider stores or accesses data outside the UK, we take steps to ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms designed to protect your data to a level consistent with UK GDPR requirements.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, tax, or insurance requirements. Retention periods vary depending on the type of record and the purpose of processing. For example:

Quote and booking information may be kept for a reasonable period to manage service history and follow-up queries.
Financial and invoicing records may be kept for the period required by tax and accounting laws.
Complaint or claims records may be retained until the matter is fully resolved and any applicable limitation periods have passed.
Communication records may be retained for business reference, training, quality control, or dispute handling where appropriate.

When data is no longer needed, we will delete, anonymise, or securely destroy it. We use retention practices that aim to ensure information is not held longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include access controls, secure storage, password protection, and restricted staff permissions. While no method of transmission or storage can be guaranteed to be completely secure, we work to protect your information to a standard appropriate to the risk.

9. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of data in certain circumstances.
Right to restriction – to request that we limit processing in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent.

These rights are not absolute and may be subject to legal exceptions. If you wish to exercise any of your rights, we will respond in accordance with applicable law and within the required timeframes.

10. Automated Decision-Making

We do not normally use automated decision-making that produces legal or similarly significant effects. If this position changes, we will update this policy and ensure that any such processing is lawful, transparent, and subject to appropriate safeguards.

11. Children’s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children except where it is incidentally provided in connection with a booking or service arrangement. If we become aware that we have collected such data without a lawful basis, we will take steps to delete it where appropriate.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

13. Our Commitment

Removal Van Hackney is committed to processing personal data fairly, lawfully, and transparently. We aim to collect only what is necessary, use it responsibly, and respect the rights of every customer. Privacy is an important part of the service we provide. By using our services, you acknowledge that your data may be processed in line with this policy and applicable data protection laws.