Privacy Policy - Collierswood Removals

Collierswood Removals is committed to protecting the privacy and personal data of everyone who uses our services. This Privacy Policy explains how we collect, use, store, share, and protect personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy applies to all Collierswood Removals customers in the area, including individuals, households, landlords, tenants, and business clients who engage us for removal, packing, storage, delivery, or related services.

1. Who We Are

Collierswood Removals provides residential and commercial removal services. In the context of data protection law, 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.

2. Personal Data We Collect

We only collect personal data that is necessary for the delivery of our services, the operation of our business, and compliance with legal obligations. The types of information we may collect include:

Identity details such as name and title
Contact details such as address, email address, and telephone number
Service details relating to your move, including property access, moving date, inventory information, special handling requirements, and service preferences
Billing and payment information such as invoices, payment status, and transaction records
Communication records including emails, call notes, and messages exchanged with us
Operational information such as quotes, bookings, surveys, complaints, claims, and service history
Technical information if you interact with our digital systems, including basic device or usage data where applicable

We do not seek to collect special category data unless it is strictly necessary and you choose to provide it, for example if you share accessibility needs or health-related information relevant to handling your move safely. If we ever process such data, we will do so only where permitted by law and with appropriate safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and assess service requirements
To manage bookings and perform removal services
To communicate about schedules, access arrangements, and service updates
To issue invoices, receive payments, and maintain accounting records
To handle complaints, disputes, or insurance-related matters
To improve our services, staff training, and customer experience
To comply with legal, regulatory, tax, and accounting requirements
To prevent fraud, misuse, or unlawful activity

We use personal data only for legitimate business purposes and only to the extent necessary for the service we provide.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for every processing activity. Depending on the situation, we may rely on one or more of the following lawful bases:

Performance of a contract

We process your personal data where it is necessary to provide a quote, accept a booking, carry out a removal, or fulfil any related service agreement.

Legal obligation

We may process data to meet legal duties, including accounting, tax, recordkeeping, and compliance obligations.

Legitimate interests

We may process data where it is in our legitimate business interests and those interests are not overridden by your rights and freedoms. This may include service improvement, fraud prevention, staff management, and maintaining business records.

Consent

Where required by law, we will rely on your consent, for example for certain optional communications or specific categories of information. You may withdraw consent at any time where processing is based on consent.

5. Data Sharing and Processors

We may share personal data with trusted third parties when necessary to deliver our services or operate our business. These third parties act as processors or, in some cases, separate controllers. We only share the minimum information needed and require appropriate safeguards.

Examples of processors or service providers may include:

IT and cloud service providers who store or support our systems
Accounting and bookkeeping providers who help with financial administration
Payment processors who handle card or transfer payments
Insurance or claims handling providers where needed for loss or damage matters
Professional advisers such as legal or tax advisers
Subcontracted operational partners who assist in delivering removal services

All processors are required to act only on our instructions, protect personal data appropriately, and comply with applicable data protection law. We do not sell personal data.

6. International Transfers

Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your information. These may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of data and the context in which it was collected.

In general:

Quotation and booking records may be kept for a reasonable period to manage follow-up, disputes, or repeat business
Invoices and accounting records are typically retained for the period required by tax and accounting law
Complaint, claim, or incident records may be retained longer where necessary to resolve matters or defend legal claims
Communication records are kept only as long as needed for customer service, legal, or operational purposes

When personal data is no longer needed, it will be securely deleted, anonymised, or disposed of in a safe manner.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

Although we take data protection seriously, no system can be guaranteed completely secure. We therefore encourage customers to provide only the information necessary for the service and to notify us promptly if they believe personal data has been compromised.

9. Your Data Protection Rights

Under data protection law, you have several rights in relation to your personal data. Subject to legal limitations, these may include:

Right of access ??? you can request a copy of the personal data we hold about you
Right to rectification ??? you can ask us to correct inaccurate or incomplete data
Right to erasure ??? you can request deletion of your data in certain circumstances
Right to restriction ??? you can ask us to limit how we use your data in certain situations
Right to data portability ??? you can request that certain data be provided in a structured, commonly used format
Right to object ??? you can object to processing based on legitimate interests or direct marketing
Right to withdraw consent ??? where we rely on consent, you may withdraw it at any time

If you wish to exercise any of these rights, we will respond in accordance with legal requirements. Some requests may be limited where we must retain information for legal, contractual, or legitimate business reasons.

10. Complaints

If you are concerned about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority. We encourage you to contact us first so that we can address your concerns directly and promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our business practices. Any updated version will apply from the date it is made available. We recommend reviewing this policy periodically to stay informed about how we protect your information.

Summary: Collierswood Removals explains what data it collects, why it processes it, how long it keeps it, who it shares it with, and the rights customers have under UK GDPR.