Privacy Policy - Islington Removals

Effective date: This Privacy Policy applies to all Islington Removals customers in area and explains how we collect, use, store, and protect personal data in connection with our removal and related services.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This policy sets out the types of data we collect, the reasons we process it, the lawful bases we rely on, how long we keep it, the processors we may use, and the rights available to individuals whose data we process.

1. Who this policy applies to

This Privacy Policy applies to all Islington Removals customers in area, including individuals who request quotes, book services, receive services, make payments, communicate with us, or otherwise interact with us in relation to our operations. It also applies where we process data about household members, representatives, and other persons whose information is provided to us as part of a removal or storage arrangement.

2. Data we collect

We only collect personal data that is relevant to delivering and managing our services. The categories of information we may collect include:

Identity data: name, title, and any details needed to confirm who you are.
Contact data: address, email address, telephone number, and correspondence details.
Service information: moving addresses, property access details, inventory lists, special handling instructions, and service preferences.
Transaction data: booking records, invoices, payment confirmations, and records of services provided.
Communication data: messages, call notes, complaint records, feedback, and other interactions.
Technical data: limited device and usage information where relevant to security, fraud prevention, and website performance.
Verification data: documents or details needed to confirm instructions, identity, or authority to act on a booking.

We may also collect special category data only where it is necessary and you choose to provide it, for example information about access needs or mobility considerations that help us carry out a move safely and appropriately. We do not seek to collect sensitive information unless it is genuinely required for service delivery or legal compliance.

3. How we use personal data

We use personal data for the following purposes:

to provide removal, packing, storage, and related services;
to prepare quotations and confirm bookings;
to plan routes, allocate staff, and manage logistics;
to communicate with customers about service arrangements and updates;
to process payments, refunds, and account records;
to manage complaints, claims, and service enquiries;
to maintain safety, security, and operational records;
to comply with legal and regulatory obligations;
to improve our services, training, and internal processes;
to defend legal claims or establish, exercise, or defend rights.

We only process personal data for specified and legitimate purposes. We do not sell personal data.

4. Lawful basis for processing

We rely on the following lawful bases under the UK GDPR:

Contract

We process personal data where it is necessary to enter into or perform a contract with you, including to provide quotes, manage bookings, carry out the move, handle payment, and deal with service-related communications.

Legal obligation

We process data where needed to comply with legal requirements, such as accounting records, tax obligations, insurance-related duties, and other regulatory obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights and interests do not override those interests. This may include operational planning, service improvement, internal administration, fraud prevention, network and information security, and handling disputes.

Consent

Where we rely on consent, we will make this clear at the point of collection. You may withdraw consent at any time, but this will not affect processing that has already taken place lawfully.

Vital interests

In rare cases, we may process personal data to protect someone???s vital interests, for example where urgent assistance is required to prevent harm.

5. Data sharing and processors

We may share personal data with trusted third parties who help us deliver our services. These parties act as processors or independent controllers depending on the context. Where they act as processors, they only process data on our instructions and under written agreements that require appropriate security and confidentiality.

Processors and service providers may include:

payment service providers;
IT hosting, cloud storage, and software providers;
customer relationship and booking management platforms;
accountants and professional advisers;
vehicle tracking, mapping, and logistics tools;
survey, inventory, and operational support services;
insurance providers and claims handlers;
security and fraud prevention service providers.

We may also disclose personal data where required by law, court order, or lawful request from a public authority, or where necessary to protect our rights, customers, employees, or the public.

International transfers: If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision or approved contractual protections.

6. Retention of personal data

We keep personal data only for as long as necessary for the purpose for which it was collected and to meet legal, accounting, and operational requirements. Retention periods depend on the type of data and the reason for processing. In general:

quotation and booking records are kept for a reasonable period to manage the customer relationship and any follow-up issues;
transaction and invoice records are retained for tax and accounting purposes;
complaint, claim, and dispute records are kept for as long as needed to resolve the matter and meet legal limitation periods;
technical and security logs are retained for a limited period unless they are needed for investigation or legal purposes.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. Where a specific retention period applies, we will follow it consistently and review it regularly.

7. Data security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, staff training, secure storage, encryption where appropriate, and regular review of our systems and procedures.

Although we take reasonable steps to safeguard personal data, no system can be guaranteed to be completely secure. If we become aware of a personal data incident that is likely to result in a risk to your rights and freedoms, we will act in accordance with applicable legal requirements.

8. Your rights

Under data protection law, you have the following rights in relation to your personal data, subject to certain conditions and exemptions:

Right of access: to request a copy of the personal data we hold about you.
Right to rectification: to ask us to correct inaccurate or incomplete data.
Right to erasure: to ask us to delete your data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain cases.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain data in a structured, commonly used format and transmit it to another controller where applicable.
Right to withdraw consent: where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can try to resolve them promptly and fairly.

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 provided incidentally as part of a household move or related service. In such cases, we limit processing to what is necessary and appropriate for the service.

10. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically.

11. Summary of our commitments

We process personal data fairly, lawfully, and transparently. We collect only the information needed to provide and manage our services. We rely on appropriate lawful bases, use trusted processors under contract, retain data only for as long as necessary, and respect the rights of all individuals whose data we hold.

We treat privacy as an essential part of our service to all Islington Removals customers in area. Our aim is to handle your information responsibly, securely, and in a way that supports a smooth and reliable moving experience.