Putney Removals Privacy Policy

This Privacy Policy explains how Putney Removals collects, uses, stores and protects your personal data when you use our removal and related services. It applies to all Putney Removals customers and prospective customers in our service area, including individuals, families, landlords, tenants and business clients.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act, and to handling your personal data lawfully, fairly and transparently.

Who We Are

Putney Removals is a removal services provider operating in the Putney area and surrounding locations. In the context of the services we provide, we act as the data controller. This means we determine the purposes and means of processing your personal data.

How We Collect Personal Data

We collect personal data directly from you and, in some cases, from third parties. The ways we collect data include:

When you contact us to request a quote or information about our services.

When you book a removal, packing, storage, or related service with us.

When you communicate with us by phone, in writing, or in person during surveys or on moving day.

When you provide feedback, leave reviews or make a complaint.

When you interact with our website or online enquiry forms.

We may also receive personal data about you from third parties where this is necessary for providing our services, such as estate agents, letting agents, or business partners involved in your move and who you have authorised to share your information.

Types of Personal Data We Process

The personal data we may collect and process includes:

Identity information, such as name and title.

Contact details, such as postal address, removal addresses, billing address and similar location details.

Contact preferences and communication history with us.

Service details, such as inventory lists, access information for properties, dates and times of moves, and specific instructions you give us.

Payment related information, such as payment confirmations and records of invoices, but not full card details where payments are processed via secure third party providers.

Business information for commercial clients, such as company name, position or role of contact persons and business contact details.

Any other information you choose to provide that is relevant to the planning and delivery of our services.

Lawful Bases for Processing

We rely on several lawful bases under the GDPR to process your personal data:

Contract. We process your personal data to take steps at your request before entering into a contract and to perform the contract for removal or related services. This includes providing quotations, surveys, bookings and carrying out your move.

Legal obligation. We may process personal data where this is necessary to comply with legal or regulatory requirements, such as tax and accounting obligations or responding to lawful requests from authorities.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, handling queries or complaints, and ensuring the security of our operations and property.

Consent. Where required, for example for certain types of direct marketing communications, we will rely on your consent. You can withdraw your consent at any time using the contact details provided in this policy.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations and estimates for removal, packing, storage or related services.

To plan, organise and carry out your move, including arranging access, transport, storage and delivery.

To communicate with you about your enquiries, bookings, changes to services and aftercare.

To manage our business operations, including record keeping, accounts, billing and debt recovery where necessary.

To address questions, feedback, claims or complaints.

To improve our services and customer experience, for example by reviewing feedback and internal performance data.

To meet legal, regulatory and insurance requirements.

Data Sharing and Processors

We do not sell your personal data. We may share your data with trusted third parties where this is necessary for the purposes described in this policy.

We may share personal data with:

Service delivery partners such as storage facilities, specialist transport providers or subcontractors who assist in providing the services you have requested.

Professional advisers such as accountants, insurers and legal advisers, where necessary for business management, legal compliance or in connection with claims.

Payment service providers and banks for processing payments and refunds.

IT and systems providers who supply, maintain or host our business systems, including website hosting, email, booking or customer management tools.

Regulators, law enforcement agencies or other authorities where we are required to do so by law or to protect our rights, property or safety, or the rights, property or safety of others.

Where we engage third parties to process personal data on our behalf, they act as data processors. We only use processors that provide sufficient guarantees to implement appropriate technical and organisational measures to meet GDPR requirements. We ensure appropriate contracts are in place to govern this processing.

International Data Transfers

Our services are primarily based in the UK and we aim to keep personal data within the UK or the European Economic Area wherever possible. If in limited circumstances your personal data is transferred outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent protections, to maintain an adequate level of data protection.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which we collected it, including to meet legal, accounting or reporting requirements.

In general:

Enquiry and quotation records are kept for a period that allows us to manage follow ups and potential repeat business.

Customer and job records, including invoices and contracts, are typically retained for a period consistent with legal and tax requirements.

Complaint and claim records may be kept for longer where necessary to establish, exercise or defend legal claims.

Once personal data is no longer required, we will delete it or anonymise it so that you can no longer be identified.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include restricting access to personal data to those employees, contractors and processors who need it to perform their duties, and requiring them to keep it confidential.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these include the right to:

Access your personal data and receive a copy of the information we hold about you.

Rectify any inaccurate or incomplete personal data.

Erase your personal data, where there is no longer a lawful reason for us to hold or process it.

Restrict the processing of your personal data in certain circumstances.

Object to processing based on our legitimate interests, and to object to direct marketing at any time.

Data portability, by requesting that certain personal data be transferred to you or another controller in a commonly used, machine readable format where technically feasible.

Where we rely on consent, withdraw that consent at any time, without affecting the lawfulness of processing based on consent before its withdrawal.

To exercise any of these rights, please contact us using the contact methods shown on our website or in your service documentation. We may need to verify your identity before responding to your request to protect your privacy and security.

Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, we encourage you to contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority if you believe your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or how we process personal data. Any updated version will be made available through our usual communication channels. We encourage you to review this policy periodically so that you remain informed about how we handle your personal data.

This Privacy Policy applies to all Putney Removals customers and prospective customers in our service area and is effective from the date of publication until superseded by an updated version.