Privacy Policy
Removal Van Hackney Privacy Policy
This Privacy Policy explains how Removal Van Hackney collects, uses, stores, and protects personal data relating to customers and prospective customers. It applies to all Removal Van Hackney customers in our service area and to anyone who contacts us to request information or a quotation for our services.
We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act, and to handling your personal data in a lawful, fair, and transparent way.
Scope of this Privacy Policy
This Privacy Policy applies to all personal data processed by Removal Van Hackney in connection with the provision of removal, transport, and related services. It covers data collected through phone calls, messages, online quotation requests, contact forms, and any other method by which you communicate with us or we provide services to you within our operating area.
By using our services or contacting us, you acknowledge that you have read and understood this Privacy Policy.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us. The categories of data we may collect include:
Identification and contact details such as your name, address, property access details, and other basic contact information you choose to provide when making an enquiry or booking a service.
Service and booking information such as collection and delivery addresses, access instructions, preferred dates and times, inventory details of items to be moved, and any additional notes relating to your move or requested service.
Communication records such as notes of calls, messages, and any other correspondence you have with us for the purposes of responding to your enquiries, providing quotes, arranging services, and handling any issues or complaints.
Payment and billing information such as records of payments made, payment method type, and related transaction details required for invoicing and managing our accounts. We do not store full card details when payments are processed through a third-party payment provider.
Technical and usage information such as basic device or browser details and data generated when you interact with our online presence, where this is necessary for security, service maintenance, or analytics. This can include logs or records to help ensure the security of our systems and services.
How We Collect Your Data
We may collect personal data directly from you when you contact us by phone, text, messaging service, online form, or any other method to request a quote or book a removal service.
We may also collect personal data through our day-to-day interactions while we are providing services to you, for example when the removal team attends your address and records information needed to complete the move safely and effectively.
Where necessary and appropriate, we may receive information about you from third parties involved in your move, such as letting agents, landlords, or other intermediaries, but only where they are authorised to share that information with us and where it is relevant to the requested services.
Lawful Bases for Processing
We rely on the following lawful bases under data protection law to process your personal data:
Contract. We process personal data when it is necessary to enter into a contract with you or to perform a contract we have with you. This includes providing quotations, confirming bookings, carrying out removal services, invoicing, and handling related customer service queries.
Legal obligation. We may process your data where it is necessary to comply with legal and regulatory obligations, such as maintaining accounting records, complying with tax requirements, and responding to requests from regulatory or enforcement authorities where we are legally required to do so.
Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, and where those interests are not overridden by your rights and freedoms. These interests may include managing and improving our services, maintaining security, preventing fraud, and handling general business administration such as service optimisation and staff training based on customer interactions.
Consent. In limited cases, we may rely on your consent, for example if we wish to send you certain types of marketing communications or use optional analytics where consent is required. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide quotations, arrange and deliver removal and related services in line with your requests and our contractual obligations.
To communicate with you about bookings, scheduling, changes, or queries relating to the services you have requested.
To manage our business operations, including accounting, record keeping, service planning, staff allocation, performance monitoring, and quality assurance.
To respond to complaints, disputes, or legal claims and to establish, exercise, or defend our legal rights.
To maintain the security and integrity of our services, systems, vehicles, and personnel.
To comply with legal and regulatory requirements applicable to us as a business operating in our area.
Data Retention
We keep your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including the need to meet any legal, accounting, or reporting requirements.
In general, we will retain customer booking and invoicing records for a period that is sufficient to satisfy statutory retention periods for financial and tax records. Communication records and quotation details may be kept for a shorter period where they are no longer needed for service provision, dispute resolution, or legal compliance.
When personal data is no longer required, we will take reasonable steps to securely delete or anonymise it so that it can no longer be associated with you.
Data Processors and Sharing of Information
We may share your personal data with selected third parties acting as processors or service providers on our behalf. These may include providers of payment processing services, accounting support, customer management systems, secure data storage, vehicle tracking systems used solely for operational purposes, and information technology services required to run our business.
Where we use third-party processors, we ensure they are bound by appropriate contractual obligations to process your personal data only on our documented instructions, to keep it secure, and to comply with data protection laws.
We may also share information where required by law, for example with regulatory authorities, law enforcement agencies, or courts, where we are legally obliged to do so or where it is necessary to protect our rights or the rights of others.
We do not sell your personal data to third parties.
International Data Transfers
Where it is necessary for us to use service providers or systems located outside the United Kingdom or the European Economic Area, we will take steps to ensure that your personal data is protected with appropriate safeguards, such as standard contractual clauses or other lawful transfer mechanisms, in accordance with data protection law.
Your Data Protection Rights
You have a number of rights in relation to the personal data we hold about you, subject to certain conditions and exemptions in data protection law:
Right of access. You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data.
Right to rectification. You can ask us to correct inaccurate or incomplete personal data we hold about you.
Right to erasure. In some circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.
Right to restriction. You may request that we restrict the processing of your data in certain situations, such as where the accuracy of the data is contested or where you have objected to our processing and we are considering that objection.
Right to object. You have the right to object to processing based on our legitimate interests, including certain forms of profiling. We will stop processing your data unless we have compelling legitimate grounds to continue or the processing is for the establishment, exercise, or defence of legal claims.
Right to data portability. Where processing is based on consent or contract and carried out by automated means, you may request that your data is provided to you in a commonly used, machine-readable format or transferred to another controller where technically feasible.
Right to withdraw consent. Where we rely on consent to process your data, you may withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
Security of Your Data
We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction, or damage. These measures may include access controls, secure storage, staff training, and review of our policies and procedures to ensure ongoing data protection.
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 offer. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.
