Shoreditch Removals Privacy Policy

This Privacy Policy explains how Shoreditch Removals collects, uses, stores and protects personal data relating to our customers in our service area. It also explains the lawful bases we rely on under the UK General Data Protection Regulation and the Data Protection Act, how long we keep personal data, which third parties process data on our behalf, and the rights you have over your information.

By using our services, you acknowledge that you have read and understood this Privacy Policy. This policy applies to all Shoreditch Removals customers in our operating area, whether you contact us online, by phone, or in person, and whether you are an individual customer or acting on behalf of a business.

Who we are and scope of this policy

Shoreditch Removals is a removals and related services provider operating within our designated service area. For the purposes of data protection law, Shoreditch Removals is the data controller in relation to the personal data described in this Privacy Policy.

This Privacy Policy covers personal data that we collect about customers and prospective customers, including when you request a quotation, make a booking, use our services, or communicate with us in any way.

Personal data we collect

We may collect and process the following categories of personal data, depending on how you interact with us and which services you use:

Identification and contact details, such as your name, address, move-to and move-from addresses, and other relevant location information, as well as your preferred contact details.

Booking and service information, such as details of your removal, packing, storage or related services, property access details, preferred dates and times, inventories or item lists, and instructions you give us regarding your move.

Payment and transaction data, such as records of payments made and amounts due, payment method type, and basic billing information. We do not store full card details where a separate secure payment processor is used.

Communication records, such as emails, messages, notes of telephone conversations, and any feedback or complaints you submit.

Technical data, where applicable, such as basic information about how you use our website or online forms, including device and browser information. This may involve the use of cookies or similar technologies, subject to applicable law.

How we collect your personal data

We collect personal data in several ways:

Directly from you when you request a quotation, confirm a booking, contact us with an enquiry, provide feedback, or otherwise communicate with us.

From your use of our website, forms, or online tools, where we may collect technical data and usage information.

From third parties, such as comparison sites or partners who pass us your details when you have expressed an interest in removal services and asked to be contacted.

Lawful bases for processing your data

We only process your personal data where we have a lawful basis to do so. The main lawful bases we rely on are:

Contract. We process your personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, managing bookings, delivering removal and related services, and handling payments.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. Examples include improving our services, managing our relationship with you, keeping records for business purposes, and protecting our business against fraud or misuse.

Legal obligations. We process personal data where this is necessary to comply with legal or regulatory requirements, such as tax, accounting and insurance obligations, and to respond to lawful requests from authorities.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of marketing communications or for optional use of cookies where required by law. Where we rely on consent, you may withdraw it at any time.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotations and respond to your enquiries.

To create and manage your bookings and to plan and deliver removal, packing, storage, and related services.

To process payments and maintain accurate financial records.

To communicate with you about your booking, including confirmations, updates, and any changes to your services.

To manage our customer relationship, including handling feedback, queries, and complaints.

To operate, maintain and improve our services and internal systems.

To comply with legal and regulatory obligations.

To protect our rights, property, and safety, and that of our staff, customers, and the public, including preventing fraud and misuse of our services.

Data processors and third party sharing

We may share your personal data with trusted third parties that act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and are required to keep it secure. Categories of processors we may use include:

Payment service providers who process payments and handle card transactions or other payment methods on our behalf.

IT and systems providers who host or support our booking systems, customer relationship management tools, email systems, and data storage.

Professional advisers, such as accountants, auditors or legal advisers, where necessary for business administration or to obtain professional advice.

We may also share personal data where required by law, for example with law enforcement or regulatory authorities, or in connection with legal proceedings. In some circumstances, we may share data with insurers or other businesses in the context of claims or business transactions, where this is lawful and necessary.

We do not sell your personal data to third parties.

Data retention

We keep your personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements.

In general, we will retain customer and booking records for a period that allows us to respond to queries, manage any potential disputes or claims, and comply with statutory retention obligations. After the relevant retention period has ended, we will either securely delete or anonymise your personal data so that it can no longer be associated with you.

The specific retention period may vary depending on the type of data and the context in which it was collected, for example whether there is an ongoing contractual relationship, a dispute, or a legal requirement to retain certain records for a set period.

International transfers

If we transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that an adequate level of protection is provided in accordance with data protection law. This may involve using appropriate safeguards such as standard contractual clauses or ensuring that the recipient is in a jurisdiction that has been recognised as providing adequate protection for personal data.

How we protect your data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, disclosure, or destruction. These measures may include access controls, secure storage, encryption where appropriate, staff training, and internal policies and procedures designed to safeguard data.

While we take reasonable steps to secure your data, no system can be completely secure. You are also responsible for keeping any information you provide to us accurate and for communicating securely with us where necessary.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Shoreditch Removals customers in our area, subject to certain conditions and exemptions set out in the law. Your rights include:

Right of access. You have the right to request a copy of the personal data we hold about you and information about how we process it.

Right to rectification. You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you may request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no other lawful basis to retain it.

Right to restriction of processing. You may request that we restrict the processing of your personal data in certain situations, for example while we are investigating a concern you have raised.

Right to data portability. Where our processing is based on consent or on a contract and is carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to transmit it to another controller.

Right to object. You have the right to object to processing based on our legitimate interests. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms or where processing is needed for legal claims.

Rights in relation to automated decision-making. You have rights in relation to automated decision-making and profiling, where these are used in a way that has legal or similarly significant effects on you.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. When we make changes, we will revise the date of the update and take appropriate steps to inform you, consistent with the significance of the changes.

We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.