Privacy Policy - Putney Removals

Effective date: This Privacy Policy applies to all Putney Removals customers in the area and explains how we collect, use, store, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We are committed to handling personal information lawfully, fairly, and transparently. This policy applies to individuals who request removal services, receive quotations, book jobs, communicate with us, or otherwise use our services. It explains what data we collect, why we collect it, the lawful basis for processing, how long we keep it, when we share it with others, and what rights you have in relation to your information.

1. Who We Are

Putney Removals provides moving and relocation services for residential and commercial customers. In the course of delivering these services, we may process personal data relating to customers, prospective customers, property occupants, business representatives, and other individuals connected to a move. We act as a data controller for the personal data we collect and decide how and why it is used.

2. Personal Data We Collect

We only collect information that is necessary for the provision and administration of our services. The data we may collect includes:

Identity data: your name, title, and, where relevant, the names of household members or business contacts.
Contact data: address, email address, telephone number, and move-related location details.
Service data: information about your move, including inventory details, access requirements, dates, preferred timings, and special handling instructions.
Financial data: payment information, billing details, and records of transactions.
Communication data: messages, notes, and correspondence relating to quotations, scheduling, complaints, or service enquiries.
Technical data: limited information that may be collected when you interact with our digital systems, such as device identifiers or usage logs, where applicable.
Special category data: we do not ordinarily seek to collect sensitive personal data. If such information is provided by you voluntarily and is necessary for a move, we will only process it where a lawful condition applies and additional safeguards are in place.

We may receive personal data directly from you, from someone acting on your behalf, or from third parties involved in arranging or supporting the move, such as estate agents, landlords, solicitors, or business partners where necessary for service delivery.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and assess your removal requirements;
to manage bookings, schedules, and logistical arrangements;
to carry out the removal service and related support;
to communicate with you before, during, and after the move;
to process payments, invoices, and refunds where applicable;
to maintain internal records and service history;
to handle complaints, claims, or disputes;
to meet legal, accounting, and regulatory obligations;
to improve our services and manage business operations.

We will only use your personal data for the purposes described above or for compatible purposes that are reasonably expected in the context of our relationship with you.

4. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis to process your personal data. Putney Removals relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the move, processing payments, and providing customer support linked to the service.

Legal Obligation

We may process certain information to comply with legal duties, such as tax requirements, accounting obligations, insurance matters, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and interests do not override those interests. This may include business administration, service improvement, fraud prevention, internal analysis, and maintaining service quality. We always consider whether processing is proportionate and relevant.

Consent

In limited circumstances, we may rely on your consent, particularly where it is required for optional communications or the processing of certain sensitive information. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting obligations. Retention periods depend on the type of information and the purpose for which it is held.

Quotation and enquiry data: retained for a reasonable period to manage follow-up requests and business records.
Contract and service records: retained for the duration of the service relationship and for a period after completion to support claims, disputes, and operational review.
Payment and invoicing records: retained for the period required by law and accounting standards.
Complaint or claim records: retained for as long as needed to resolve the matter and defend or establish legal claims.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention procedures.

6. Processors and Third Parties

We may share personal data with trusted processors and third parties who assist us in delivering services or managing our business. These may include:

Payment providers who handle transactions securely;
IT and cloud service providers who support our systems, data storage, and communications;
Professional advisers such as accountants, insurers, or legal advisers;
Subcontractors or operational partners involved in delivering moving services where necessary;
Regulatory or legal authorities where disclosure is required by law.

All processors are required to process personal data only on our instructions, keep it secure, and use it solely for agreed purposes. Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures are designed to reflect the nature of the data and the risks involved. While no system can be guaranteed to be completely secure, we continuously review our safeguards and take reasonable steps to protect your information.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

Right of access: you may request a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete information.
Right to erasure: you may request deletion of your data in certain circumstances.
Right to restriction: you may ask us to limit the way we use your data in certain cases.
Right to object: you may object to processing based on legitimate interests.
Right to data portability: you may request a structured copy of certain data you provided to us, where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

To protect your privacy, we may need to verify your identity before responding to a rights request. We aim to respond within the time limits set by law and will provide an explanation if we are unable to comply fully with your request.

9. Complaints

If you are concerned about how we have handled your personal data, you may contact us through the usual service channels so that we can review the matter. You also have the right to lodge a complaint with the UK Information Commissioner???s Office (ICO) if you believe your data protection rights have been infringed.

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. The most current version will apply to all Putney Removals customers in the area. We encourage you to review this policy periodically so that you remain informed about how we process personal data.

11. Summary of Key Principles

Putney Removals only collects data needed to provide moving services, uses it for clear and lawful purposes, keeps it securely for no longer than necessary, and shares it only with trusted processors or where required by law. You retain important rights over your personal information, and we are committed to respecting and protecting those rights at every stage of our service.

This policy is intended to provide a clear and transparent explanation of our privacy practices for customers in the area and should be read together with any service terms that apply to your booking.