Removal Van Surrey Privacy Policy
This Privacy Policy explains how Removal Van Surrey collects, uses, shares and protects personal data relating to individuals in connection with our removal, transport and associated services. It applies to all Removal Van Surrey customers and prospective customers in the Surrey area, as well as anyone who contacts us or interacts with our services.
We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.
Who we are
Removal Van Surrey provides household, office and commercial removals, packing and related services within Surrey and surrounding areas. For the purposes of data protection law, Removal Van Surrey is the data controller in respect of the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed.
What personal data we collect
The type and amount of personal data we collect depends on how you interact with us and the services you request. We may collect and process the following categories of data:
Identity and contact details, such as your name, address, service address, postal code, and preferred contact details. Booking and service information, such as details of your move, collection and delivery addresses, access details for properties, dates and times of service, inventory notes, special instructions and service preferences. Communication data, such as information you provide when you contact us by phone or through other channels, including enquiries, feedback and complaints. Payment and billing information, such as records of payments and billing history. Bank card details are processed securely by our chosen payment processors and are not stored by us beyond what is necessary for the transaction and any required records. Technical data where relevant, such as basic device or browser information and non-identifying usage data where you access our online information. Job application data, where you apply to work with us, including CV details and employment history.
We do not intentionally collect special category data such as health information, race, religion or biometric data. We ask that you do not provide such information unless it is strictly necessary for the service. If you do provide it, we will only use it for the specific purpose for which it was supplied, such as health and safety considerations for our team.
How we collect your data
We collect personal data directly from you when you contact us to request a quotation or make a booking, when you communicate with us about an existing booking, when we provide services at your property, when you respond to any customer satisfaction or feedback requests, or when you apply for a job with us.
We may also receive limited data about you from third parties, for example where another person arranges a removal service on your behalf, or where a letting agent or business partner provides basic contact details so we can deliver agreed services. In such cases, the person providing your information is responsible for ensuring you are aware that your details are being shared with us.
Lawful basis for processing
We process your personal data only where we have a lawful basis under data protection law. Depending on the context, this will be one or more of the following:
Contract. We process your data to provide quotations, enter into a contract with you and perform our services, including arranging and carrying out removals, handling payments and communicating with you about your booking.
Legal obligation. We may process and retain certain information to comply with legal obligations, such as tax, accounting and record-keeping requirements, or to respond to lawful requests from public authorities.
Legitimate interests. We may process your 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, responding to enquiries, improving our services, training staff, preventing fraud and ensuring the security of our operations and vehicles.
Consent. In some limited circumstances we may rely on your consent, for example for certain types of optional marketing communication. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided in this Privacy Policy.
How we use your personal data
We use the personal data we collect for the following purposes:
To provide quotations and estimates for removal or related services you request. To set up, manage and deliver your bookings and contracts, including contacting you about access, timing and service details. To plan routes, allocate staff and vehicles and ensure safe and efficient service delivery. To process payments, manage invoices and maintain accurate financial records. To communicate with you before, during and after your move, including responding to queries, handling complaints and providing customer support. To manage and improve our operations, services and customer experience, including internal reporting and staff training. To comply with applicable laws and regulations and to establish, exercise or defend legal claims, where necessary. To send you service-related information or, where permitted, information about services that may be of interest to you. You can opt out of non-essential marketing at any time.
Data sharing and processors
We do not sell or rent your personal data. We may share your information with trusted third parties where this is necessary for the purposes described above and where they provide sufficient guarantees to protect your data.
These third parties may include payment service providers who process card payments and other transactions on our behalf, IT and software providers who supply systems for booking management, communications or secure data storage, professional advisers such as accountants, auditors or legal advisers, and subcontractors or partner companies who assist us with the practical delivery of removal services, such as additional vehicles or specialist services.
Where we use third party service providers as data processors, they only process your personal data under our instructions and are obliged to implement appropriate technical and organisational measures to protect it. We only share the minimum necessary information required for them to perform their services.
We may also disclose your personal data where required to do so by law, by a court order or by a regulatory or law enforcement authority.
International transfers
Our services are primarily provided within the United Kingdom. If it becomes necessary to transfer personal data outside the UK or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent mechanisms, to protect your data and ensure you have enforceable rights and effective legal remedies.
Data retention
We keep your personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, including to meet our legal, accounting or reporting obligations.
In general, information relating to quotations and bookings will be retained for a period that allows us to manage our relationship with you and comply with legal requirements, commonly up to six years after the end of our relationship for contract and financial records. Communication records may be retained for a shorter period where appropriate. Job application data will normally be retained only for as long as necessary to complete the recruitment process and for a limited period thereafter, unless we are required to keep it longer by law.
Once the relevant retention period has expired, we will securely delete or anonymise your personal data so that it can no longer be associated with you.
Your data protection rights
Under data protection law you have a number of rights in relation to your personal data. These rights apply to all Removal Van Surrey customers and individuals whose data we process in the Surrey area, subject to certain legal limitations and exemptions. Your rights include:
The right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data, together with certain information about how we use it.
The right to rectification. You can ask us to correct inaccurate or incomplete personal data we hold about you.
The right to erasure. In certain circumstances you can request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected and we have no other lawful basis for retaining it.
The right to restrict processing. You can ask us to restrict the processing of your data in certain situations, for example while we are verifying its accuracy or assessing an objection you have raised.
The right to object. You can object to our processing of your personal data where we are relying on legitimate interests as our lawful basis and you believe your rights and interests override ours. You always have the right to object to direct marketing.
The right to data portability. Where we process your personal data by automated means and based on your consent or a contract, you may request that we provide your data in a structured, commonly used and machine-readable format or that we transmit it to another controller where technically feasible.
Where we rely on consent to process your data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
How to exercise your rights
You can exercise any of your data protection rights by contacting us and clearly stating your request and the right you wish to exercise. We may ask you to provide sufficient information to confirm your identity before we respond, to ensure your data is not disclosed to someone who has no right to receive it.
We aim to respond to all valid requests within one month. In some cases, particularly for complex or numerous requests, this may be extended, but we will inform you if that is necessary. We will not normally charge a fee, but we may charge a reasonable fee or refuse to act on requests that are manifestly unfounded or excessive.
Data security
We take appropriate technical and organisational measures to protect your personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include limiting access to personal data to those employees, contractors and service providers who need it to perform their duties, using secure storage and communication methods where appropriate, and maintaining policies and training relating to data protection and confidentiality.
Updates 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 changes will take effect when the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
