Privacy Policy - Clapham Removals

This Privacy Policy explains how Clapham Removals collects, uses, stores, and protects personal data when providing removal services and related support. It applies to all Clapham Removals customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or communicate with us in connection with a move. We are committed to handling personal data lawfully, fairly, transparently, and in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Clapham Removals acts as the data controller for personal data collected in connection with our removal and related services. This means we decide why and how your personal data is processed. We may also use data processors to help us deliver services, but they only process data on our instructions and are required to keep it secure.

2. Personal Data We Collect

We collect only the information necessary to provide and manage our services. The categories of personal data we may collect include:

Identity information: name, title, and any details needed to identify the customer or authorised contact.
Contact information: address, telephone number, email address, and move-related contact details.
Service information: property details, moving dates, item inventories, access information, parking or loading requirements, and special handling needs.
Billing and payment information: invoice details, payment status, and related transaction records.
Communication records: correspondence, notes from calls, emails, quotations, complaints, and customer service messages.
Technical information: limited information about the device or browser used when contacting us electronically, where applicable.
Special category data: we do not routinely collect special category data. If such data is volunteered by you and is necessary for a specific service requirement, we will only process it where a lawful basis applies and additional safeguards are in place.

We do not intentionally collect more information than is needed. Please do not share unnecessary personal details unless they are relevant to your booking or service request.

3. How We Use Your Personal Data

We use personal data to provide reliable removal services and to manage our business operations. The main purposes include:

responding to enquiries and preparing quotations;
booking and managing removal services;
planning routes, access arrangements, and staffing;
handling invoices, payments, and account records;
communicating service updates, reminders, and changes;
resolving complaints, claims, or disputes;
meeting legal, tax, accounting, and insurance obligations;
protecting our business, staff, and customers from fraud or misuse;
maintaining service quality, internal records, and operational reporting.

We only use your data for the purposes for which it was collected, unless we reasonably determine that another compatible purpose applies or we are required by law to do otherwise.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under UK GDPR. Depending on the circumstances, the lawful basis may be one or more of the following:

Contract: processing is necessary to enter into or perform our removal service contract with you, including quoting, booking, moving items, and issuing invoices.
Legal obligation: processing is necessary to comply with laws relating to tax, accounting, record-keeping, insurance, or other regulatory obligations.
Legitimate interests: processing is necessary for our legitimate business interests, such as improving service delivery, managing operations, preventing fraud, and handling customer support, provided those interests do not override your rights and freedoms.
Consent: where required, we will rely on your consent, for example if you choose to provide optional information or request certain types of communication not covered by another lawful basis.

If we ever need to process special category data, we will identify an additional condition under Article 9 UK GDPR and apply further safeguards where appropriate.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to deliver our services or meet legal requirements. These third parties may act as processors or independent controllers depending on the context. Examples include:

IT and software providers that support scheduling, communications, secure storage, or business administration;
payment service providers that process card or electronic payments;
accountants and professional advisers supporting tax, legal, or audit obligations;
insurers and claims handlers where an insurance matter or loss claim arises;
subcontractors and operational partners assisting with transport, packing, storage, or related services;
public authorities where disclosure is required by law or a lawful request.

Where a third party acts as a processor, they are bound by written contracts requiring them to process data only on our instructions, to keep it secure, and to use appropriate technical and organisational measures. We do not sell personal data.

6. International Transfers

Where personal data is transferred outside the UK, we take steps to ensure that it remains protected. This may include relying on an adequacy decision, the UK International Data Transfer Agreement, or another approved safeguard. We will only transfer data where appropriate protections are in place.

7. Data Retention

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

In general:

quotation and enquiry records may be retained for a limited period to manage follow-up queries and business administration;
contract and service records may be retained for the duration of the service and for a reasonable period afterwards;
financial and accounting records are kept for the period required by law;
complaints, dispute, or claims records may be retained until the matter is resolved and any related limitation period has expired.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

8. Data Security

We use reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff confidentiality obligations. While no system is completely secure, we work to reduce risk and review safeguards regularly.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply in full or in part depending on the legal basis for processing and the specific circumstances.

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 data.
Right to erasure: you may ask us to delete your data where there is a valid basis to do so.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to object: you may object to processing based on legitimate interests, and in some cases direct marketing.
Right to data portability: you may ask for certain data to be provided in a structured, commonly used format where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

Please note that exercising these rights may be subject to legal limitations, and some requests may not always be fulfilled if we need to retain information for legal or contractual reasons.

10. Cookies and Similar Technologies

If we use digital services that involve cookies or similar technologies, these may be used for essential functionality, performance monitoring, or service improvement. Any use of such technologies will be limited to what is necessary and will be handled in accordance with applicable law. Where consent is required, it will be obtained before non-essential cookies are used.

11. Children’s Data

Our services are not directed at children, although we may incidentally process data relating to a child where a customer is arranging a move for a family household. In such cases, we will only process information necessary for the service and in a lawful, proportionate manner.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

13. Summary of Key Principles

Clapham Removals processes personal data only when necessary, keeps it secure, and retains it only for as long as required. We collect information to provide removal services, fulfil legal obligations, and manage customer relationships. Our lawful bases include contract, legal obligation, legitimate interests, and consent where appropriate. We may share data with carefully selected processors and other third parties only when needed, and we respect your rights under data protection law.

This policy is intended to provide clear information about our data practices and to help customers understand how their personal information is handled when using Clapham Removals services in the area.