Privacy Policy - Claphamjunction Removals

This Privacy Policy explains how Claphamjunction Removals collects, uses, stores, shares, and protects personal data. It applies to all Claphamjunction Removals customers in the area, including individuals and businesses who enquire about, book, or receive removal services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Claphamjunction Removals provides removal-related services, including domestic moves, office relocations, packing support, furniture handling, and related logistics. In delivering these services, we may collect and process personal data about customers, household members, business contacts, and others involved in planning or carrying out a removal.

2. Personal data we collect

We only collect information that is necessary for arranging and completing our services, managing our relationship with you, and meeting legal or operational obligations. The information we may collect includes:

Identity data such as name, title, and account or booking details.
Contact data such as address, email address, and telephone number.
Service data such as property access details, moving dates, inventory notes, delivery instructions, and special handling requirements.
Payment data such as billing details, transaction records, and payment status. We do not store full card information unless this is necessary and secure payment arrangements require it.
Communication data such as enquiries, complaints, feedback, and correspondence.
Technical data where relevant, such as device or browser information when you interact with our digital systems.
Marketing preferences if you choose to receive service updates or promotional information.

We generally do not seek to collect special category data. If such information is provided to us incidentally, for example if it is necessary for access arrangements or to support a vulnerable customer, we will only process it where there is a lawful basis and appropriate safeguards.

3. How we collect your data

We may collect personal data directly from you when you:

request a quote or make an enquiry;
book or amend a service;
communicate with our team by phone, email, or other channels;
provide details needed for planning, access, or invoicing;
submit feedback, complaints, or claims.

We may also receive data from third parties where necessary, such as landlords, letting agents, business managers, building administrators, payment providers, or other persons authorised to arrange a move. Where another person gives us your details, they should ensure that they have the right to do so and that you are aware of this Privacy Policy.

4. Lawful basis for processing

We process personal data only where permitted by law. Our main lawful bases are:

Contract - to take steps at your request before entering into a contract and to perform the contract when we provide removal services, prepare quotes, manage bookings, issue invoices, and support service delivery.
Legitimate interests - to operate and improve our business, manage communications, prevent fraud, maintain service quality, and resolve disputes, provided these interests do not override your rights and freedoms.
Legal obligation - to comply with tax, accounting, insurance, employment, and regulatory requirements.
Consent - where required, for example certain marketing communications or optional uses of information. You may withdraw consent at any time.

Where we rely on legitimate interests, we consider the nature of the data, the purpose of processing, and the impact on your privacy. We only process what is necessary and proportionate.

5. How we use personal data

We may use your information to:

provide quotations and manage bookings;
plan, deliver, and complete removal services;
communicate service updates and respond to enquiries;
issue invoices, process payments, and keep financial records;
manage customer service issues, claims, and complaints;
meet legal, accounting, and insurance obligations;
protect our staff, customers, and property;
analyse service performance and improve operations;
send marketing messages where permitted and appropriate.

We do not use personal data for automated decision-making that produces legal or similarly significant effects.

6. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as required by law. Retention periods may vary depending on the type of information and the reason for processing. In general:

booking and service records are retained for a reasonable period after completion of the service;
financial and tax records are retained for the period required by applicable law;
complaints, disputes, and insurance-related records may be retained for longer where needed to establish, exercise, or defend legal claims;
marketing preferences are retained until you object or withdraw consent.

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices.

7. Processors and data sharing

We may share personal data with trusted third parties who act as processors or independent controllers, but only where necessary and with appropriate safeguards. These may include:

payment service providers;
accounting and bookkeeping systems;
IT, hosting, cloud storage, and security service providers;
customer communication or scheduling tools;
insurance providers and claims handlers;
professional advisers such as accountants, auditors, or legal advisers;
regulators, law enforcement, or public authorities where required by law;
subcontractors or operational partners assisting with the delivery of services.

All processors are required to process personal data only on our instructions, keep it secure, and comply with data protection law. Where data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as an adequacy regulation or approved contractual safeguards.

8. Data security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality obligations, and careful handling of paper and digital records. While no system is completely secure, we work to maintain a level of security appropriate to the risks involved.

9. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to ask us to correct inaccurate or incomplete data.
Right to erasure - to ask us to delete your data in certain circumstances.
Right to restriction - to request that we limit the way we use your data.
Right to object - to object to processing based on legitimate interests or direct marketing.
Right to data portability - to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

Note: Some rights may not apply in all situations, particularly where we must retain information to comply with legal obligations or to establish or defend legal claims.

How to exercise your rights

You may make a request by contacting us through the usual service channels used for your booking or enquiry. We may need to verify your identity before responding. We aim to respond within one month, or longer if the request is complex or numerous.

10. Marketing communications

We may send service-related information where necessary to manage your booking or account. We will only send marketing communications where we are permitted to do so under law. You can object to direct marketing at any time, and we will stop sending such communications where required.

11. Children???s data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is necessary in connection with a removal service and provided by an adult with authority to do so. Where children???s data is involved, we take extra care to ensure it is handled lawfully and securely.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our services. The updated version will apply from the date it is made available. We encourage customers to review it periodically.

13. Complaints

If you have concerns about how we use your personal data, you have the right to raise a complaint with the relevant data protection authority. We also encourage you to raise any concerns directly with us so that we can review and address them promptly.

This Privacy Policy applies to all Claphamjunction Removals customers in the area and is designed to ensure that personal data is handled with care, transparency, and respect.