Camden Town Removals Privacy Policy

This Privacy Policy explains how Camden Town Removals collects, uses, stores and shares personal data relating to customers and potential customers. It applies to all Camden Town Removals customers and prospective customers in our service area, including individuals, households and business clients who contact us, request a quote or use our removals and related services.

Camden Town Removals is the data controller in respect of the personal data described in this Privacy Policy. 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 the Data Protection Act 2018.

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. The types of data we may collect include:

Identification and contact details: name, title, contact address, collection and delivery addresses, email address, and any other contact details you choose to provide.

Service details: dates and times of your move, type and size of property, access information, details of items to be moved, special instructions or requirements, and any photographs or descriptions you provide to help us plan the service.

Booking and transaction data: booking references, records of services purchased, payment method details (such as card type and last four digits, where applicable), amounts charged, invoices, receipts and related financial records. We do not store full payment card details once your payment has been processed.

Communication data: records of communications between you and Camden Town Removals, including emails, forms submitted on our website, call notes, and any feedback, reviews or complaints you provide.

Website usage information: when you visit our website, we may collect technical and usage data such as your IP address, browser type and version, device identifiers, pages visited, time and date of visits, and other analytical information that helps us understand how our website is used.

Where you provide personal data about other individuals (for example, a joint contact for a move or a person at a delivery address), you should ensure that they are aware of this Privacy Policy and that you have a lawful basis to share their details with us.

How and why we use your personal data

We only use your personal data when we have a lawful basis to do so. The purposes for which we use your data and the corresponding lawful bases are as follows:

To provide quotations and carry out removals services: we use your contact details, addresses and service information to prepare and send quotes, schedule and manage your booking, provide removals and related services, and keep you informed about the progress of your move. This processing is necessary for the performance of a contract with you or to take steps at your request before entering into a contract.

To manage payments and accounts: we use your booking and transaction data to process payments, issue invoices and receipts, manage any outstanding balances, and maintain accurate financial records. This is necessary for the performance of a contract and for our legitimate interest in managing our business operations.

To communicate with you: we use your contact details and communication data to respond to enquiries, send booking confirmations and updates, handle changes or cancellations, and deal with any issues or complaints. This is necessary for the performance of a contract and for our legitimate interest in providing customer service.

To improve our services and website: we use anonymised or aggregated website usage information and feedback to help us understand how our services and website are used, to resolve technical issues, and to develop and improve our offerings. This is based on our legitimate interests in running and developing our business.

To comply with legal obligations: we may use and retain your personal data where necessary to comply with legal, regulatory or tax obligations, for example maintaining accounting records or responding to lawful requests from authorities.

With your consent: in limited circumstances, where required by law, we may rely on your consent to send you certain types of marketing communications or to use optional cookies or similar technologies. Where we rely on consent, you can withdraw it at any time by contacting us or using the unsubscribe methods provided.

Data sharing and processors

We may share your personal data with third parties where this is necessary for the purposes described in this Privacy Policy, and where we have a lawful basis to do so. These third parties may act as data processors, processing your data on our behalf and under our instructions, or as separate data controllers.

Categories of recipients may include:

Service partners and subcontractors: where necessary to provide the removals service, we may share relevant details such as your name, address and service requirements with vetted subcontracted drivers, porters or specialist service providers.

IT and system providers: we may use third party providers for website hosting, email services, booking and scheduling systems, payment processing, data storage and backup, and customer relationship management. These providers act as processors and are contractually required to keep your data secure and to use it only for the purposes agreed with us.

Professional advisers: we may share information with accountants, legal advisers or insurers where this is necessary for obtaining professional advice, managing claims or complying with legal obligations.

Authorities and law enforcement: we may disclose personal data where required to do so by law, court order or regulatory authority, or where disclosure is necessary to protect the rights, property or safety of our business, our customers or others.

We do not sell your personal data to third parties.

International transfers

Our primary data storage and processing activities are carried out within the United Kingdom or the European Economic Area. If it becomes necessary to transfer your personal data outside the UK or EEA, we will ensure that appropriate safeguards are in place, such as the use of standard contractual clauses or transfers to countries that have been recognised as providing an adequate level of data protection.

Data retention

We keep your personal data only for as long as is necessary to fulfil the purposes for which it was collected and to meet any legal, accounting or reporting requirements.

In general, we apply the following retention guidelines:

Customer and booking records: retained for up to seven years after the end of the contract or last interaction, to comply with tax and accounting obligations and to manage any queries or disputes.

Quotes and enquiries where no contract is formed: retained for up to two years from the date of the last contact, to respond to follow-up queries and manage our legitimate business interests.

Communications, complaints and feedback: retained for as long as necessary to address the matter and for up to six years thereafter where relevant to potential legal claims.

Website usage data: retained for shorter periods, typically no longer than two years, in an anonymised or aggregated form where possible.

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

How we protect your data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures may include access controls, secure storage, encryption where appropriate, staff training and regular review of our security practices and data handling procedures. While we strive to protect your personal data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Camden Town Removals customers and prospective customers within our service area, subject to certain limitations and exemptions in the law. Your rights include:

Right of access: you can request confirmation that we process your personal data and ask for a copy of the data we hold about you, together with certain information about how we use it.

Right to rectification: you can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction: you can ask us to restrict the processing of your data in certain situations, such as where you contest the accuracy of the data or object to our processing, while we consider your request.

Right to object: you can object to processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is needed for legal claims. You can always object to direct marketing and we will comply with this request.

Right to data portability: where we process your personal data by automated means based on your consent or a contract, you can request that we provide your data in a structured, commonly used and machine-readable format, or that we transmit it directly to another controller where technically feasible.

Right to withdraw consent: where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise any of these rights, or if you have questions about how we handle your personal data, you can contact Camden Town Removals using the contact details provided on our website or in your booking documentation.

You also have the right to lodge a complaint with the Information Commissioner's Office if you are concerned about how your personal data is being handled. We would, however, appreciate the opportunity to address your concerns directly before you contact the supervisory authority.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or legal requirements. Any updates will be posted on our website and will take effect from the date of publication. We encourage you to review this Privacy Policy periodically so that you remain informed about how we use your personal data.