Camberwell Removals Privacy Policy

This Privacy Policy explains how Camberwell Removals collects, uses, stores, and protects your personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. It applies to all customers and prospective customers of Camberwell Removals within our service area, including individuals who visit our website, request quotations, book services, or otherwise interact with us.

Who We Are

Camberwell Removals is a removals and related services provider operating within our local and surrounding areas. As a data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.

Types of Personal Data We Collect

We only collect personal data that is necessary for us to provide our services, operate our business, and meet our legal obligations. The personal data we may collect includes the following categories.

Identification data such as name and title. Contact details such as billing and collection addresses, delivery addresses, and other address details relevant to removals, as well as any other contact details you choose to provide, excluding specific contact details like email addresses and phone numbers in this document as required.

Service-related data such as details about your property access, inventory or item lists for removals, dates and times of your move, and any instructions you provide in relation to our services.

Transactional data such as records of quotations, bookings, invoices, payments, refunds, and correspondence in relation to your removals or storage arrangements.

Technical and usage data such as information about how you use our website or online tools, including pages visited, interactions, and basic device information where applicable, collected through standard server logs or similar technologies.

Communication data such as records of enquiries, complaints, feedback, and any other messages you send to us by any communication channel you choose to use.

How We Collect Your Personal Data

We collect personal data directly from you when you request a quotation, make a booking, confirm or amend a move, arrange storage, contact us with an enquiry, leave a review, or otherwise interact with us in person, by phone, online, or in writing. We may also receive data about you from third parties such as comparison or referral services, business partners, or landlords and estate agents where you have asked them to pass your details to us.

Purposes and Lawful Bases for Processing

We rely on one or more lawful bases under data protection law when we process your personal data. These include the following.

Performance of a contract. We process your data to provide removals and related services you have requested, including providing quotations, confirming bookings, planning logistics, carrying out moves, managing payments, handling queries, and providing customer support.

Legitimate interests. We process data for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. These activities include improving and developing our services, managing our relationship with you, maintaining business records, training staff, preventing fraud or misuse, and defending legal claims.

Legal obligations. We process data to comply with legal and regulatory requirements, including tax, accounting, insurance, and health and safety obligations, as well as responding to lawful requests from authorities and regulatory bodies.

Consent. In some cases, we rely on your consent, for example where we send certain types of marketing communications or use optional cookies or similar technologies online. You may withdraw your consent at any time, and we will explain how you can do this at the time consent is requested.

How We Use Your Personal Data

We use your personal data only for the purposes set out in this Privacy Policy or for reasonably compatible purposes. These uses include providing and managing removals and related services, processing bookings and payments, communicating with you about your move, dealing with complaints or disputes, maintaining accurate internal records, analysing service performance, and improving our operations and customer experience.

Data Sharing and Use of Processors

We may share your personal data with carefully selected third parties where this is necessary for the purposes described above, or where we are required to do so by law. Where those third parties process personal data on our behalf, they act as data processors and must follow our documented instructions and maintain appropriate security measures.

Types of processors and third parties we may use include payment processors and banks to handle card and other payments, IT service providers who support our business systems, hosting, and data storage, professional advisers such as accountants, insurers, and legal advisers, and operational partners such as subcontracted removals teams or storage facilities where required to fulfil your booking.

We require all processors to keep your personal data confidential, use it only for the services they provide to us, and implement appropriate technical and organisational measures to protect it.

International Data Transfers

Our primary data processing activities take place within the United Kingdom. If we ever need to transfer your personal data outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent mechanisms, to maintain an adequate level of protection for your data.

Data Retention

We retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including to provide services to you, meet our legal obligations, resolve disputes, and enforce our agreements.

In general, we keep records of quotations, bookings, and service delivery for a period that allows us to address queries and legal or insurance requirements. Financial and transactional records are retained for the duration required by tax and accounting laws. When no longer required, data will be securely deleted, anonymised, or otherwise disposed of in a safe manner.

How We Protect Your Data

We apply appropriate technical and organisational measures designed to protect your personal data from unauthorised access, disclosure, alteration, and destruction. These measures include access controls, secure storage, staff training, and regular review of our data protection practices. While we take reasonable steps to safeguard your data, no system can be completely secure, and we cannot guarantee absolute security.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions.

Right of access. You can request confirmation that we process your personal data and obtain a copy of the data we hold about you, along with certain related information.

Right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction. You can ask us to restrict our use of your personal data in certain situations, such as while we are considering a request to correct data or where you object to processing.

Right to object. You can object to processing based on our legitimate interests, and we will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is required for legal claims. You can always object to direct marketing at any time.

Right to data portability. In specific circumstances where processing is based on consent or on a contract and carried out by automated means, you may request to receive your personal data in a structured, commonly used, and machine-readable format and to have it transmitted to another controller where technically feasible.

If you wish to exercise any of these rights, we may need to verify your identity before responding to your request, and we will respond within the timeframes set by law.

Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority, the Information Commissioner's Office, 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 data protection practices. Any updated version will apply to all Camberwell Removals customers in our service area from the date it is published. We encourage you to review this Privacy Policy periodically so that you remain informed about how we process and protect your personal data.