Earls Court Removals Privacy Policy

This Privacy Policy explains how Earls Court Removals collects, uses, stores, and protects your personal data. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Earls Court Removals customers in our service area, including anyone who contacts us to enquire about or use our removal and related services.

Who We Are

Earls Court Removals is a removals business providing residential and commercial moving and associated services. When we refer to we, us, or our in this Privacy Policy, we are referring to Earls Court Removals as the controller of your personal data. As the controller, we determine how and why your personal data is processed.

Personal Data We Collect

We only collect personal data that is necessary for the delivery of our services and to operate our business. The types of personal data we may collect include:

Identification and contact details, such as your name, address, previous and new addresses, and other basic contact details that you choose to provide to us when you make an enquiry or booking.

Service information, such as details of the property you are moving from and to, access information, any specific instructions you give us, inventory lists, and preferred dates and times for your move.

Payment and billing information, such as billing address and information relating to payments you make to us. We do not store full card details where payments are processed through third party payment providers.

Communication data, such as records of communications with you, including any information you choose to share with us when you contact us to request a quote, ask questions, provide feedback, or make a complaint.

Technical and usage information, such as basic information about how you interact with our online content, if applicable, for example date and time of visits and basic device information, to the extent this is collected through our website or online tools.

How We Collect Your Data

We may collect your personal data in several ways:

Directly from you when you contact us by phone, in person, or through any online enquiry form to request a quote, book a service, or communicate with us.

During the provision of services, when we attend your property to carry out a survey, perform removal services, or otherwise interact with you in connection with a booked service.

From third parties where required to deliver services, such as referral partners, landlords, estate agents, or commercial clients who may provide contact details for the purposes of arranging removals or deliveries.

Automatically through limited technical information when you interact with any website or digital platform we operate, to the extent such data is collected for security, analytics, or service improvement.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under the UK General Data Protection Regulation and related laws. Depending on the context, we may rely on the following lawful bases:

Contract. We process your personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, booking removal services, managing your move, and handling billing and payments.

Legal obligation. We may process your data where it is necessary to comply with legal or regulatory obligations, for example accounting and tax requirements, record keeping, or responding to lawful requests from public authorities.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing our relationship with you, improving our services, preventing fraud, and ensuring the security of our operations.

Consent. In limited cases, we may rely on your consent, for example for certain types of direct marketing or optional communications. Where we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide and manage our services, including responding to enquiries, providing quotations, booking and carrying out removals, handling changes to bookings, and providing follow up support.

To manage our business relationship with you, including issuing invoices, processing payments, resolving issues, and communicating important information about your services.

To improve our services and operations, for example by reviewing feedback and analysing how our services are used, so we can develop and enhance what we offer.

To maintain security and prevent fraud, including verifying identity where necessary, monitoring activities for suspicious behaviour, and protecting our staff, customers, and property.

To meet our legal and regulatory obligations, such as keeping accurate financial records, complying with reporting requirements, and responding to lawful requests from competent authorities.

Data Sharing and Processors

We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy. These third parties may act as data processors, processing your information on our behalf and under our instructions. Categories of processors may include:

Payment processing providers that handle payment transactions and related services.

IT and hosting providers that supply systems, storage, and support for our business operations and communication tools.

Professional service providers such as accountants or legal advisers who require limited information in the course of providing services to us.

Operational partners who assist in delivering our services, such as subcontracted removal teams or logistics partners, where they require your contact and address details to perform their role.

We require all processors to maintain appropriate security measures and to process personal data only in accordance with our documented instructions and applicable law. We do not sell your personal data to third parties.

International Transfers

In general, we aim to store and process your personal data within the United Kingdom or the European Economic Area. If we use a service provider that transfers or stores your personal data outside of these locations, we will take steps to ensure that appropriate safeguards are in place, such as using standard contractual clauses or other measures required by data protection laws.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements. When determining appropriate retention periods, we consider:

The amount, nature, and sensitivity of the personal data.

The potential risk of harm from unauthorised use or disclosure.

The purposes for which we process your data and whether we can achieve those purposes through other means.

The applicable legal and regulatory retention requirements.

In general, we retain customer records for a period that allows us to manage our relationship with you, respond to any queries or disputes relating to the services provided, and comply with legal obligations. Once personal data is no longer required, we will securely delete or anonymise it.

Data Security

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, alteration, or disclosure. These measures include restricting access to personal data to those staff and processors who have a business need to know, using appropriate technical security solutions, and regularly reviewing our procedures and safeguards. While we take reasonable steps to secure your data, no system can be completely secure and we cannot guarantee absolute security.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal limitations. Your rights include:

Right of access. You have the right to request confirmation of whether we process your personal data and, if so, to request a copy of the personal data we hold about you, along with certain information about how we use it.

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

Right to erasure. In certain circumstances, you may have the right to 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 legal obligation to retain it.

Right to restriction of processing. You may have the right to request that we restrict the processing of your personal data in certain situations, for example while we are verifying the accuracy of your data or considering an objection you have raised.

Right to object. You may have the right to object to our processing of your personal data where we rely on legitimate interests as the lawful basis. We will respect your objection unless we have compelling legitimate grounds to continue processing or the processing is required for legal reasons.

Right to data portability. Where processing is based on your consent or on a contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used format and to request that we transfer it to another controller, where technically feasible.

Right to withdraw consent. Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing that took place before consent was withdrawn.

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

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. When we make material changes, we will take appropriate steps to bring the updated policy to your attention. The most current version of this Privacy Policy will apply to our processing of your personal data.

Contacting Us About Privacy

If you have any questions about this Privacy Policy, how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the contact details published on our main customer communication channels. Please provide enough information for us to identify you and understand your request so that we can respond efficiently.