Privacy Policy - Kentishtown Removals

Kentishtown Removals is committed to protecting the privacy and security of the personal data of all customers and prospective customers. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide removals, packing, storage coordination, and related services. It applies to all Kentishtown Removals customers in the area, including individuals, families, landlords, tenants, and business clients who engage our services.

1. Who We Are

For the purposes of data protection law, Kentishtown Removals acts as the data controller in relation to the personal information we process about you. This means we determine why and how your personal data is used. We are committed to processing 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.

2. Personal Data We Collect

We only collect data that is necessary for the provision and management of our services. The categories of personal data we may collect include:

Identity data such as your name, title, and, where relevant, business or organisation name;
Contact data such as address, email address, and telephone number;
Service information including property details, move dates, access notes, inventory details, and special handling instructions;
Payment data such as billing information and transaction records;
Communication data including emails, messages, call notes, complaints, and service-related correspondence;
Technical data where you interact with our digital systems, such as IP address, device information, and browsing activity;
Usage and operational data related to quotes, booking history, preferences, service feedback, and claims handling.

In some cases, we may also process special category data if it is provided to us and necessary to support your move, for example information concerning mobility needs or other circumstances that require additional care. We do not intentionally seek such information unless it is relevant to the service requested.

3. How We Collect Your Data

We may collect personal data directly from you when you request a quote, make a booking, communicate with us, complete forms, or provide instructions for your move. We may also receive personal data from third parties such as estate agents, landlords, tenants, solicitors, building managers, or referral partners where this is necessary to deliver our services. In addition, we may gather limited technical data through our systems to maintain security and improve functionality.

4. Why We Use Your Data and Our Lawful Basis

We process personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contract ??? to prepare quotes, arrange removals, deliver services, manage bookings, handle payments, and fulfil our obligations to you;
Legitimate interests ??? to operate and improve our business, respond to enquiries, protect against fraud, maintain service quality, and manage disputes, provided your rights do not override our interests;
Legal obligation ??? to meet tax, accounting, insurance, employment, and regulatory requirements;
Consent ??? where required, such as for certain marketing communications or the processing of special category data that you choose to provide.

We will always make sure that our use of your information is proportionate and limited to what is necessary for the relevant purpose. If we rely on consent, you may withdraw it at any time, although this will not affect the lawfulness of processing carried out before withdrawal.

5. How We Use Personal Data

We may use your data for the following purposes:

to provide quotes and assess move requirements;
to arrange and carry out removals, packing, and related logistics;
to communicate with you regarding scheduling, access, and service updates;
to process invoices, payments, refunds, and account records;
to handle complaints, claims, and service issues;
to maintain internal records and improve our services;
to comply with legal, tax, and insurance obligations;
to send direct marketing where permitted by law and where you have not opted out.

We will not use your data for purposes that are incompatible with those described in this Privacy Policy unless we are required or permitted to do so by law.

6. Data Sharing and Processors

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

IT and software providers who support our booking, communications, and record-keeping systems;
payment service providers and banks for handling transactions;
accountants, auditors, and legal advisers;
insurance providers and claims handlers;
subcontractors and operational partners involved in delivering the removal service;
storage providers or warehouse operators where storage arrangements are required;
public authorities, regulators, or law enforcement where we are legally required to disclose information.

Where we use processors, we ensure they are bound by written contracts requiring them to process personal data only on our instructions, keep it secure, and comply with applicable data protection laws. We do not sell your personal data.

7. International Transfers

In some cases, service providers may store or access data outside the United Kingdom. Where this happens, we take appropriate steps to ensure your data remains protected, such as using approved contractual safeguards or transferring data only to countries recognised as providing adequate protection.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements. Retention periods may vary depending on the type of data and the nature of the service provided.

As a general approach:

booking and service records are retained for the duration of the customer relationship and for a reasonable period afterwards;
financial and tax records are retained for the periods required by law;
complaints, claims, and dispute records may be retained for longer where needed to protect legal rights or resolve issues;
marketing preferences are retained until you withdraw consent or object to processing.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures.

9. Data Security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures include access controls, staff confidentiality obligations, secure storage practices, and regular review of our data handling procedures. While no system can be guaranteed to be completely secure, we work hard to reduce risks and maintain a strong level of protection.

10. Your Rights

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

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict processing in certain situations;
object to processing based on legitimate interests or direct marketing;
data portability where processing is based on consent or contract and carried out by automated means;
withdraw consent at any time where we rely on consent;
lodge a complaint with the Information Commissioner???s Office if you believe your rights have been infringed.

These rights are not absolute and may be subject to legal exceptions. If you exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits required by law.

11. Marketing Communications

We may send you service-related communications that are necessary for the performance of our contract or to keep you informed about your booking. We may also send marketing communications where lawful to do so. You can opt out of marketing at any time by following the instructions provided in the communication or by contacting us through the usual channels. If you opt out, we will respect your choice and update our records accordingly.

12. Cookies and Similar Technologies

If you interact with our digital systems, we may use cookies or similar technologies to support functionality, improve performance, and understand how our services are used. Where required, we will request consent before placing non-essential cookies. You can manage your preferences through your browser or device settings.

13. Children???s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household move and provided by an adult customer or authorised representative. If we become aware that we have collected data from a child without appropriate authority, we will take reasonable steps to delete it.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal information.

15. Summary of Our Commitment

Kentishtown Removals takes privacy seriously. We collect only the data needed to deliver our services, use it on a lawful basis, share it responsibly with trusted processors, retain it for no longer than necessary, and respect your rights at all times. Our aim is to process personal data in a way that is transparent, secure, and fair for every customer in the area we serve.