Hampstead Removals Privacy Policy
This Privacy Policy explains how Hampstead Removals collects, uses, stores, shares and protects personal data relating to its customers. It applies to all Hampstead Removals customers in our service area, including individuals and business clients who make enquiries, request quotations or use our removal, storage or related services.
Who we are and scope of this policy
Hampstead Removals operates as a professional removals and related services provider. For the purposes of applicable data protection laws, including the UK General Data Protection Regulation and the EU General Data Protection Regulation where applicable, Hampstead Removals is the data controller for the personal data described in this Privacy Policy.
This Privacy Policy applies to personal data we collect directly from you, as well as personal data obtained from third parties in connection with the provision of our services. By engaging with us, you acknowledge that you have read and understood this Privacy Policy.
Personal data we collect
We collect and process different types of personal data depending on how you interact with us and which services you use. This may include:
Identity and contact details, such as your name, title, postal address, service addresses, billing address, and any other contact details you choose to provide.
Communication details, including information you provide in enquiries, quotation requests, feedback forms, surveys, email correspondence and telephone conversations.
Service and booking information, such as details of your move, property access information, inventory details for items to be moved or stored where provided, dates and times of service, and any relevant instructions relating to your move.
Payment and billing information, including payment method details, transaction records, invoices, and records relating to payments and refunds. We do not store full card details where payments are processed via third party payment providers.
Technical and usage information, where applicable, such as basic information about how you use our website, including IP address, browser type, and pages visited. This is typically collected through cookies or similar technologies where used in accordance with applicable law.
Job applicant data, where you apply for a role with Hampstead Removals, including the information contained in your CV and application documents.
How we collect personal data
We collect personal data directly from you when you contact us, request a quotation, make a booking, sign a service agreement, interact with our staff, or complete a form on our website. We may also collect personal data from third parties such as estate agents, business partners or corporate clients who arrange removals on your behalf, as well as from publicly available sources where appropriate.
Lawful bases for processing
We process your personal data only where a lawful basis applies under data protection law. Depending on the context, we rely on the following lawful bases:
Contract: We process personal data where it is necessary to enter into and perform a contract with you, including arranging quotations, bookings, and carrying out removals and related services.
Legal obligation: We may process your data where this is necessary to comply with legal or regulatory requirements, including record-keeping, tax obligations, and responding to lawful requests from authorities.
Legitimate interests: We may process personal data where this is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Legitimate interests include managing our customer relationships, improving our services, ensuring the security of our operations, and preventing fraud or misuse of our services.
Consent: In some cases, we may rely on your consent, for example in relation to certain types of marketing communications or non-essential cookies. Where we rely on consent, you can withdraw it at any time.
How we use your personal data
We use personal data for the following purposes:
To provide quotations, respond to enquiries and manage bookings, including assessing your requirements and tailoring our services to your needs.
To perform our contracts, including arranging and carrying out removals, storage and associated services, coordinating our staff and vehicles, and managing access details for collection and delivery locations.
To manage billing, payments and accounts, including issuing invoices, processing payments and maintaining financial records.
To communicate with you about your booking, service updates, changes to terms, and other administrative information.
To improve and develop our services, including reviewing feedback, monitoring service performance, and training our staff.
To manage and protect our business, including ensuring the security of our systems, preventing fraud, and handling complaints, disputes or claims.
To comply with legal and regulatory obligations, including maintaining appropriate records and responding to competent authorities when required.
Where permitted and appropriate, to send you information about our services that may be relevant to you, subject to your preferences and applicable law.
Data sharing and processors
We may share your personal data with selected third parties where this is necessary for the purposes described in this Privacy Policy or where we are legally required to do so. These third parties may include:
Service providers and processors who act on our behalf, such as payment processors, IT service providers, customer relationship management providers, secure storage providers, vehicle tracking services, and document archiving services. These parties are only permitted to process your personal data in accordance with our instructions and must implement appropriate security measures.
Subcontractors or partner companies where we need their assistance to deliver part or all of your removal or storage service.
Professional advisers, such as accountants, insurers and legal advisers, for legitimate business purposes.
Public authorities and regulators, where required by law or where necessary to protect our rights, property or safety or that of our customers or others.
We do not sell your personal data to third parties.
International transfers
In some cases, your personal data may be transferred to and processed in countries outside the United Kingdom or European Economic Area. Where this occurs, we take steps to ensure that appropriate safeguards are in place to protect your personal data, such as using standard contractual clauses or ensuring the recipient is located in a country that provides an adequate level of protection according to applicable law.
Data retention
We keep personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet any legal, accounting or reporting requirements. The retention period will vary depending on the type of data and the context in which it was collected.
Customer and booking records are typically kept for a period necessary to manage our relationship with you, to handle any queries, complaints or disputes, and to comply with tax and accounting obligations. After the relevant retention period has expired, we will securely delete or anonymise your personal data.
Where we process personal data based on your consent and you withdraw that consent, we will stop the relevant processing, but may retain a record of your preference and any data necessary to comply with our legal obligations.
Data security
We implement appropriate technical and organisational measures to protect your personal data against unlawful or unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage systems, staff training and procedures for dealing with suspected data breaches. While we take reasonable steps to protect your data, no system can be completely secure, and you are encouraged to take care when sharing information with us.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These may include:
The right of access: You can request confirmation as to whether we hold personal data about you and obtain a copy of that data, along with information about how we use it.
The right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
The right to erasure: In certain circumstances, you can ask us to delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
The right to restriction of processing: You can request that we restrict the processing of your personal data in certain situations, such as when you contest the accuracy of the data or object to our legitimate interest basis.
The right to data portability: Where processing is based on your consent or on a 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.
The right to object: You can object to our processing of your personal data where it is based on legitimate interests, including profiling, or for direct marketing purposes. We will stop processing unless we have compelling legitimate grounds or where necessary for legal claims.
The right to withdraw consent: Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.
How to exercise your rights and complaints
If you wish to exercise any of your data protection rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our website or in your service documentation. We will respond to your request in accordance with applicable data protection laws.
You also have the right to lodge a complaint with a relevant data protection supervisory authority if you believe that your rights have been infringed. We encourage you to contact us first so that we can address any concerns directly where possible.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. When we make changes, we will update the date of the latest version and make the revised policy available to you. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
