Privacy Policy
West Kensington Removals Privacy Policy
This Privacy Policy explains how West Kensington Removals collects, uses and protects personal data about customers and prospective customers in our service area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, you acknowledge that you have read and understood this Privacy Policy.
Scope of this Privacy Policy
This Privacy Policy applies to all customers and prospective customers of West Kensington Removals within our operational area, including individuals making enquiries, requesting quotations, booking removal services or otherwise communicating with us in relation to our services.
Data Controller
For the purposes of data protection law, West Kensington Removals is the data controller in relation to the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is carried out in accordance with applicable laws.
What Personal Data We Collect
We may collect and process the following categories of personal data about you:
Identification and contact details, such as name, postal address, collection and delivery addresses, and any additional contact details you choose to provide.
Communication details, such as your preferred contact method and the content of communications you send to us, including enquiries, feedback or complaints.
Service and booking details, such as details of the property to be moved from and to, access information, inventory or list of items to be moved, dates and times of moves, special instructions, and any insurance requirements.
Financial and transaction information, such as the total price for services, payment status, method of payment and records of invoices and receipts. We do not store full payment card details; these are processed by secure payment service providers where applicable.
Website and usage information, where relevant, such as basic technical and usage data relating to your interaction with any online forms or contact tools we use, for example the date and time of your enquiry and the pages you viewed before submitting a form.
How We Collect Personal Data
We collect personal data directly from you when you contact us by phone, via online enquiry forms, in writing, or in person. We may also collect information from third parties where you have asked someone else, such as a family member, landlord, estate agent or business partner, to arrange services on your behalf, or where a corporate client provides contact details of their staff to coordinate a move.
Purposes and Lawful Bases for Processing
We process your personal data only where we have a lawful basis to do so. The main purposes for which we process your data and the associated lawful bases are set out below.
To provide quotations and respond to enquiries: We use your contact details and service information to respond to your enquiries and provide quotations. The lawful basis is taking steps at your request prior to entering into a contract.
To perform a contract for removal services: When you book a removal, we process your personal data to plan, schedule and deliver the service, manage changes, and handle invoicing and payment. The lawful basis is performance of a contract.
To manage our business and customer records: We maintain records of bookings, communications, invoices and payments for operational, accounting and legal purposes. The lawful basis is our legitimate interests in running and developing our business and complying with our legal obligations.
To comply with legal and regulatory requirements: We may need to retain and disclose certain information to comply with tax, accounting, insurance or other legal obligations. The lawful basis is compliance with a legal obligation.
To handle queries, complaints and disputes: We process personal data to investigate and resolve issues, defend legal claims and maintain service quality. The lawful basis is our legitimate interests in protecting our business and providing good customer service, and where necessary establishment, exercise or defence of legal claims.
Marketing communications: We may, from time to time, use your contact details to send you information about similar services you have previously used, where allowed by law. The lawful basis is our legitimate interests in promoting our services. You can object to marketing at any time, and we will stop sending such communications.
Data Retention
We retain personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements.
Enquiry data not resulting in a booking is usually kept for a limited period so we can respond to follow-up queries and understand demand for our services, after which it is securely deleted or anonymised.
Booking and service records, including contact details, service details and invoices, are kept for a longer period to comply with tax, accounting and insurance requirements, and to enable us to address any later queries or disputes relating to the services provided.
Marketing preferences and basic contact details used for marketing are kept until you opt out or until it is no longer reasonable for us to send marketing communications, at which point the data is deleted or anonymised.
When we no longer need your personal data for the purposes described, we either securely delete it or irreversibly anonymise it so that it can no longer be associated with you.
Data Sharing and Processors
We may share your personal data with carefully selected third parties who act as data processors on our behalf, meaning they process data only in accordance with our instructions and for our purposes.
Categories of processors may include providers of secure data storage and backup, customer management tools, email or messaging platforms used for communications, and payment service providers who process payments and refund transactions.
We may also share your details with subcontractors or partner removal teams where necessary to deliver the services you have requested, for example where specialist equipment or additional vehicles are required. In such cases, information shared is limited to what is necessary for them to carry out the work.
Where we are under a legal obligation, we may disclose personal data to public authorities, regulators, law enforcement bodies, or insurers, but only to the extent required by law or necessary to protect our rights or the rights of others.
We do not sell your personal data to third parties.
International Transfers
Our core operations are based in the United Kingdom. If any of our service providers or systems involve transfers of personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place in accordance with data protection laws, such as standard contractual clauses or equivalent mechanisms, to protect your information.
Data Security
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction or damage. These measures may include access controls, secure storage, use of passwords and other reasonable security practices proportionate to the nature of the data and the risks involved.
While we take care to secure your information, no transmission of data over the internet or any storage system can be guaranteed as completely secure. You are responsible for ensuring that any personal information you send to us is sent in a secure manner.
Your Data Protection Rights
Under data protection law, you have certain rights in relation to your personal data. These include:
The right of access: You can request confirmation that we hold personal data about you and ask for a copy of that data, together with information about how we use it.
The right to rectification: You can ask us to correct inaccurate or incomplete personal data we hold about you.
The right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
The right to restrict processing: You can ask us to restrict the processing of your personal data in certain situations, for example while we are checking its accuracy or considering an objection you have raised.
The right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including for direct marketing. If you object to marketing, we will stop sending you marketing communications.
The right to data portability: In certain circumstances, you can request that we provide the personal data you have given us in a structured, commonly used and machine-readable format, or that we transmit it to another controller where technically feasible.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how we handle your personal data. We encourage you to contact us first so we can try to resolve any issues.
Children's Data
Our services are not directed to children, and we do not knowingly collect personal data from children. If we become aware that we have collected personal data from a child without appropriate consent, we will take steps to delete it.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in the law, our services or our data protection practices. Any changes will take effect when the updated policy is published. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
