Privacy Policy - Removals Liverpool

This Privacy Policy explains how Removals Liverpool collects, uses, stores, shares, and protects personal data when providing removal, packing, storage, delivery, and related services. It applies to all Removals Liverpool customers in the area, including individuals, households, landlords, tenants, and business customers who use our services within Liverpool and the surrounding local area. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK GDPR and the Data Protection Act 2018.

By using our services, making an enquiry, requesting a quotation, booking a move, or communicating with us, you acknowledge the practices described in this policy. We only collect and use personal data where it is necessary for service delivery, legal compliance, business administration, and legitimate operational needs.

1. Data We Collect

We may collect the following categories of personal data:

Identity details such as your name, title, and any details needed to identify you as the customer or authorised contact.
Contact details including address, email address, telephone number, and alternative contact information.
Service details such as collection and delivery addresses, access requirements, property type, inventory information, dates, and instructions relating to the move.
Payment and billing details such as invoice information, payment status, and transaction records.
Communication records including emails, notes from calls, messages, booking requests, complaints, and feedback.
Operational information such as move size, special handling requirements, parking arrangements, and any information necessary to complete the service safely and efficiently.
Technical information if you interact with our digital systems, which may include basic device or usage data required for security and service improvement.

In some cases, we may also receive personal data from third parties. For example, this may include information from estate agents, solicitors, landlords, employers, storage providers, or another person authorised to arrange or assist with the move. Where possible, we ask that they only share information that is relevant and necessary.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to organise and perform removal services;
to communicate with customers before, during, and after a move;
to manage payments, invoices, and accounts;
to handle complaints, claims, and service issues;
to comply with legal and regulatory obligations;
to maintain security, prevent fraud, and protect our business and customers;
to improve service quality, staff training, and operational planning;
to keep internal records and evidence of work completed;
to respond to customer requests and exercise of rights.

We will only use personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for a compatible purpose. If we need to use it for another purpose, we will ensure that we have a lawful basis for doing so.

3. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis to process your personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes managing enquiries, preparing quotations, arranging removals, and completing the services you have requested.

Legal Obligation

We process certain information where necessary to comply with legal requirements, including tax, accounting, insurance, record-keeping, and other obligations imposed by law.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include service administration, customer support, business management, fraud prevention, record keeping, and internal quality control. When relying on legitimate interests, we assess whether the processing is proportionate and whether your privacy is protected.

Consent

Where required, we may rely on your consent, for example for specific optional communications or particular types of use not covered by another lawful basis. If we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

We do not usually rely on consent where another lawful basis is more appropriate for the service relationship, such as contract or legal obligation.

4. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of information and the reason for holding it.

Booking and service records are generally retained for the period needed to manage the service and resolve any follow-up issues.
Financial and accounting records are retained for the period required by law.
Complaint, claim, and dispute records may be held for longer where necessary to defend legal claims or support insurance matters.
General correspondence is retained for a reasonable period based on business need and relevance.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. If deletion is not immediately possible because of technical or legal reasons, we will restrict access and retain it only as long as necessary.

5. Processors and Sharing of Data

We may share personal data with trusted third-party processors who help us deliver our services and operate our business. These processors act on our instructions and are required to protect your data appropriately. Examples may include:

accounting and bookkeeping providers;
payment processing services;
email, communications, and administrative support providers;
IT hosting, backup, and security providers;
insurance providers and claims handlers;
professional advisers such as lawyers, auditors, or consultants;
subcontractors or logistics partners involved in completing a removal service;
regulatory or legal authorities where disclosure is required by law.

We do not sell your personal data. Where data is shared with processors, we require appropriate contractual safeguards and only provide the information necessary for the specific task. In limited cases, data may be shared where necessary to protect rights, respond to a legal request, prevent fraud, or enforce agreements.

6. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. This may include adequacy regulations, standard contractual clauses, or other legal mechanisms designed to protect your information. We take reasonable steps to ensure that any international transfer complies with applicable data protection law.

7. Security of Personal Data

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, staff training, data minimisation, and regular review of our procedures. However, no system can be guaranteed to be completely secure, and you should also take care when sharing information electronically.

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 lawful basis used.

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 information.
Right to erasure - in some cases, you may request deletion of your data.
Right to restrict processing - 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 or direct marketing.
Right to data portability - you may request certain data in a structured, commonly used format where applicable.
Right to withdraw consent - where we rely on consent, you can withdraw it at any time.

You also have the right to complain to the Information Commissioner's Office if you believe your data has been handled unlawfully or unfairly. We encourage you to raise concerns so that we can address them promptly.

9. Children???s Data

Our services are generally aimed at adults arranging removals and related services. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by an adult with authority to do so. If we become aware that we have collected information inappropriately, we will take reasonable steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our internal practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how personal data is used.

We are committed to protecting your privacy and handling your information responsibly. For all customers of Removals Liverpool in the area, our aim is to ensure that personal data is collected only when necessary, used only for clear and lawful purposes, retained for no longer than required, and shared only with trusted processors where needed to deliver a reliable service.