Removal Van Bow Privacy Policy
This Privacy Policy explains how Removal Van Bow collects, uses, stores, and shares personal data when providing our removal and related services. It applies to all Removal Van Bow customers in our service area, as well as individuals who contact us or visit our website in relation to 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, where applicable, the EU General Data Protection Regulation.
Data Controller
Removal Van Bow is the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal data.
Types of Personal Data We Collect
We collect and process different categories of personal data depending on how you interact with us and which services you use. The main categories of data we may collect include:
Identification and contact details, such as your name, postal address, property access details, and general contact preferences.
Service and booking information, such as details about your move, collection and delivery addresses, property type, inventory details for items to be moved, dates and times of service, and any instructions you provide.
Billing and payment information, such as billing address and records of payments and invoices. Payment card details are processed securely by our chosen payment processor and are not stored by us beyond what is necessary for transaction confirmation and legal record keeping.
Communication records, such as emails, messages, or notes from phone calls or in-person discussions relating to quotes, bookings, and service delivery.
Technical and usage information, such as basic information about how you use our website or online booking tools, including pages visited and time spent on the site. This may be collected through cookies or similar technologies where legally permitted and subject to your choices.
Any other information you choose to provide, such as feedback, testimonials, or additional details to help us plan your move safely and effectively.
How We Collect Your Data
We collect personal data directly from you when you request a quote, make a booking, contact us about our services, use our website, or interact with us in the course of a move. We may also receive personal data from third parties who arrange services on your behalf, such as letting agents, landlords, or family members, where this is necessary to provide our services.
Lawful Bases for Processing
We only process your personal data when we have a lawful basis to do so. The main lawful bases we rely on are:
Contract: We process personal data that is necessary to provide our removal services, to take steps at your request before entering into a contract, and to manage our relationship with you.
Legal obligation: We may process your data where this is necessary to comply with legal and regulatory requirements, such as accounting, tax reporting, and responding to lawful requests from authorities.
Legitimate interests: We may process data where it is necessary for our legitimate business interests, provided that these interests are not overridden by your fundamental rights and freedoms. Examples include improving our services, preventing fraud, managing our business operations, and keeping records of completed moves.
Consent: In limited cases, we may rely on your consent, for example for certain types of marketing. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use your personal data to:
Provide quotes, plan and deliver removal services, and manage bookings.
Communicate with you about your enquiry, booking, or any issues that arise.
Process payments and manage invoices, refunds, and disputes.
Maintain accurate business and financial records.
Improve our services, including quality control, training, and service planning.
Respond to complaints, queries, and requests to exercise your rights.
Meet legal, regulatory, and risk management obligations.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties, but only where necessary and in line with this Privacy Policy.
Service providers and processors: We may share data with companies that provide services to us, such as payment processors, IT and hosting providers, communications providers, accountancy or administrative support, and other operational suppliers. These service providers act as data processors and may only process your personal data on our instructions and for the purposes described in this Privacy Policy. They are required to implement appropriate security measures and to protect your data.
Other third parties: Where necessary, we may share your data with insurers, legal advisers, and professional advisers, as well as with law enforcement or regulatory authorities where required by law or to protect our legal rights.
If we engage subcontractors or partner removal companies to assist with your move, we may share only the data necessary for them to carry out the agreed services. They are required to handle your data in accordance with applicable data protection laws.
International Transfers
Our services are primarily provided within our local service area. If it becomes necessary to transfer your personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, in accordance with data protection law.
Data Retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet legal, regulatory, or reporting requirements.
In general, we retain customer and booking records for a period that allows us to handle queries, manage our accounts and tax obligations, and address any potential legal claims. The exact retention period may vary depending on the type of data and the context of our interactions with you.
When personal data is no longer required, we will securely delete or anonymise it, unless we are required by law to retain it for a longer period.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to conditions and legal limitations.
Right of access: You have the right to request confirmation that we process your personal data and to obtain a copy of that data, along with certain information about how it is used.
Right to rectification: You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purpose for which it was collected, or where you withdraw consent and there is no other legal basis for processing.
Right to restriction: You may request that we restrict the processing of your data in certain cases, such as while we are verifying its accuracy or considering an objection.
Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit it to another controller.
Right to object: You have the right to object to processing based on our legitimate interests or for direct marketing. If you object to direct marketing, we will stop processing your data for that purpose.
Rights in relation to automated decision making: Removal Van Bow does not currently use automated decision making or profiling that produces legal effects concerning you or similarly significantly affects you.
Exercising Your Rights
You can exercise your rights or raise questions about how we handle your data by contacting us using the details provided on our website or in your service documentation. We may need to verify your identity before responding to certain requests.
We aim to respond to all valid requests within one month. If your request is particularly complex or you have made multiple requests, this period may be extended, and we will inform you if this is the case.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. While no system can be completely secure, we work to ensure that access to your data is limited to those who need it for legitimate business purposes and are subject to confidentiality obligations.
Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us first so that we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in your country of residence or in the place where you believe a breach has occurred.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.