Privacy Policy - Removal Van Kensington

This Privacy Policy explains how Removal Van Kensington collects, uses, stores, shares, and protects personal data. It applies to all Removal Van Kensington customers in the area, including prospective customers, individuals requesting quotes, and anyone using our removal and moving services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Removal Van Kensington provides removal and moving services for homes, flats, offices, and related transport needs. In the course of delivering these services, we may process personal data about customers, property occupants, business contacts, and authorised representatives. We act as a data controller when we decide why and how personal data is processed for our own service delivery, administration, and compliance purposes.

2. Personal Data We Collect

We collect only the information necessary to provide our services, manage bookings, communicate with customers, and meet legal obligations. Depending on the service requested, this may include:

Identity information such as names and titles.
Contact details such as addresses, email addresses, and telephone numbers.
Service information such as property access details, moving dates, item inventories, and delivery instructions.
Payment and billing information where required to process invoices and payments.
Communication records including emails, call notes, and message history.
Technical information such as basic device and usage data collected through our systems for security, troubleshooting, and service performance.
Special category data only where it is strictly necessary and where the law allows it, for example if a customer voluntarily provides information relevant to accessibility or assistance needs.

We do not intentionally collect unnecessary sensitive data. If such data is shared with us, we will process it only where there is a lawful basis and appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes, manage bookings, and deliver removal services.
To plan jobs, allocate staff, and coordinate vehicle use.
To communicate with customers about service updates, access requirements, and scheduling.
To issue invoices, process payments, and manage accounts.
To respond to questions, complaints, and service requests.
To maintain business records and support internal administration.
To comply with legal, tax, accounting, and insurance obligations.
To prevent fraud, misuse, and unauthorised access to our systems.

We will not use personal data for purposes that are incompatible with the reasons it was collected unless we have a valid lawful basis to do so.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each type of processing. Removal Van Kensington relies on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging services, carrying out a removal, and managing payments.

Legal Obligation

We process certain information to comply with legal duties, such as accounting requirements, tax rules, recordkeeping obligations, and lawful requests from public authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and freedoms. Examples include service management, internal administration, quality assurance, fraud prevention, and business security. When relying on legitimate interests, we consider the impact on individuals and apply safeguards where needed.

Consent

Where required by law, we will ask for your consent before processing personal data. If consent is used, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Data Sharing and Processors

We may share personal data with carefully selected third parties that help us operate our business. These third parties act as processors when they process data on our behalf and under our instructions. They are required to keep data secure and use it only for the services we specify.

Typical processors and recipients may include:

Payment service providers for handling transactions.
Accounting and bookkeeping providers for financial administration.
IT and cloud service providers for secure data storage, email, and system support.
Customer communications providers for managing service messages and operational updates.
Insurance, legal, and professional advisers where necessary for claims, disputes, or compliance.
Public authorities where disclosure is required by law or to protect rights, property, or safety.

We do not sell personal data. Where data is transferred to a processor, we take steps to ensure appropriate contractual safeguards are in place. If personal data is transferred outside the UK, we will use lawful transfer mechanisms and suitable protection measures.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Retention periods depend on the type of information and the reason for holding it.

Customer and booking records are generally retained for the duration of our business relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by applicable law.
Correspondence and service history may be retained to manage disputes, support customer service, and demonstrate compliance.
Technical and security logs are kept for limited periods as needed for system protection and troubleshooting.

When information is no longer needed, we will delete it securely or anonymise it so that it can no longer identify an individual. In some cases, we may retain data longer if required for legal claims, regulatory investigations, or insurance matters.

7. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, destruction, misuse, or alteration. These measures may include access controls, secure storage, staff training, confidentiality obligations, and system monitoring. While no system can be guaranteed completely secure, we work to reduce risks and respond appropriately to incidents.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal restrictions or exceptions, but we will always respond carefully and fairly.

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 some situations.
Right to data portability - you may request your data in a structured, commonly used format where applicable.
Right to object - you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.
Right to complain - you have the right to raise concerns with the relevant supervisory authority if you believe your data has not been handled properly.

To exercise your rights, you should provide enough information for us to identify you and understand your request. We may need to verify your identity before taking action.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or similar service and only with appropriate authority from a responsible adult. If we become aware that we have collected data unlawfully, we will take steps to delete it.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how we protect their information.

11. Summary of Our Commitment

Removal Van Kensington is committed to respecting privacy and handling personal data responsibly. We collect only what we need, use it for clear purposes, rely on valid lawful bases, retain it for no longer than necessary, and use processors who are bound by appropriate safeguards. We also recognise and support the rights of every individual whose data we process. This policy applies to all Removal Van Kensington customers in area and forms part of our ongoing commitment to transparent and GDPR-compliant data protection.