Privacy Policy - Hammersmith Removals

This Privacy Policy explains how Hammersmith Removals collects, uses, stores, and protects personal data in connection with our removal and related services. It applies to all Hammersmith Removals customers in the area, including residential, commercial, and specialist moving services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, or otherwise providing personal information to us, you acknowledge that your data will be processed as described in this Privacy Policy.

1. Information We Collect

We collect only the personal data that is necessary to provide and manage our services effectively. Depending on the nature of your enquiry or booking, we may collect the following categories of information:

Identity details: your name, title, and, where relevant, the name of your business or organisation.
Contact details: address, email address, phone number, and correspondence preferences.
Service information: move dates, property access details, inventory lists, special handling requirements, and instructions relating to the removal service.
Payment and billing details: invoice information, payment status, transaction references, and limited financial data needed to process payments.
Communication records: emails, call notes, booking confirmations, complaints, and any other communications with us.
Operational data: details about delivery or collection locations, property characteristics, and scheduling information necessary to complete a move.
Technical data: basic website or device information where collected, such as IP address or browser type, if applicable to the systems we use.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service requirement. If such information is provided, we will only process it where a lawful basis exists and appropriate safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to arrange, confirm, and deliver removal services;
to manage bookings, schedules, and operational logistics;
to communicate with you before, during, and after the move;
to issue invoices, process payments, and maintain financial records;
to handle complaints, claims, and service-related disputes;
to comply with legal, tax, accounting, and regulatory obligations;
to improve our internal processes, service quality, and customer experience;
to maintain records for business administration and evidence of services provided.

We only use your personal data where it is relevant to the service you request or where we have another valid legal reason to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Hammersmith Removals relies on the following lawful bases, depending on the context:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, arranging transport, completing a move, and managing related customer communications.

Legal Obligation

We may process and retain certain data to comply with legal obligations, including tax rules, accounting requirements, insurance obligations, and record-keeping duties.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. Examples include managing our business operations, preventing fraud, maintaining service records, and improving our services.

Consent

Where required, we rely on your consent. For example, if we need to process certain optional information that is not essential to the service, we will seek your consent and you may withdraw it at any time.

Where we process special category data, we will do so only where an additional lawful condition applies and where necessary safeguards are implemented.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or, where appropriate, independent controllers. These parties assist us in delivering our services and operating our business. They are required to handle data securely and only on our instructions where they are processors.

Processors and service providers may include:

payment processing providers;
accounting and bookkeeping services;
IT support and cloud storage providers;
customer relationship management systems;
communications and email service providers;
insurance providers and claims handlers;
subcontracted removal operatives or logistics partners, where necessary for service delivery;
professional advisers such as lawyers or auditors, where required.

We may also disclose personal data if required by law, court order, regulatory obligation, or to protect the rights, property, or safety of Hammersmith Removals, our customers, employees, or others.

Where any processor handles personal data on our behalf, we take reasonable steps to ensure appropriate contractual and security safeguards are in place.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of meeting legal, accounting, tax, insurance, and business record requirements.

Retention periods may vary depending on the type of information and the reason for processing. In general:

booking and service records may be retained for a reasonable period after the service is completed;
financial and tax-related records may be kept for the period required by law;
complaint and claims records may be retained for as long as needed to resolve the matter and defend legal claims;
unused enquiry data may be deleted or anonymised after a suitable period where no further contact occurs.

When data is no longer required, we will securely delete, destroy, or anonymise it.

6. International Transfers

If any of our service providers store or process personal data outside the UK, we will ensure appropriate safeguards are in place to protect that data. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms.

7. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and careful selection of processors.

While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risks associated with the data we process.

8. Your Rights

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

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: in some cases, you can ask us to delete your data.
Right to restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests.
Right to data portability: you can request a copy of certain data in a structured, commonly used format.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

You also have the right to make a complaint to the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise any concerns with us first so we can address them promptly.

9. Cookies and Similar Technologies

If we use cookies or similar technologies in connection with our digital systems, they are used only where necessary for functionality, security, or service improvement, and only in compliance with applicable law. Any non-essential cookies would require appropriate notice and, where needed, consent.

10. Children’s Data

Our services are intended for adult customers and business users. We do not knowingly collect personal data from children unless it is provided by an adult customer as part of a service arrangement and is necessary for the move. In such cases, we process the data with care and only for the relevant service purpose.

11. 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 handling practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to remain informed about how personal data is handled.

12. Our Commitment to Privacy

At Hammersmith Removals, we recognise that personal data is important and should be treated with respect. We aim to collect only what we need, use it for clear and legitimate purposes, keep it secure, and retain it only for as long as necessary. If you engage our services, we will process your information in a way that is lawful, transparent, and proportionate to the services we provide.

This Privacy Policy applies to all Hammersmith Removals customers in the area. By continuing to use our services, you acknowledge the terms described above and understand how your personal data may be processed in connection with your removal services.