Egham Removals Privacy Policy

This Privacy Policy explains how Egham Removals collects, uses, stores and protects your personal data when you use our services. It applies to all Egham Removals customers and prospective customers within our service area, including individuals and businesses who contact us, request a quotation, make a booking, or otherwise interact with us.

We are committed to protecting your privacy and processing your personal data fairly, lawfully and transparently in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Who we are and scope of this policy

Egham Removals is a removals and related services provider operating in the Egham area and surrounding regions. In this Privacy Policy, references to we, us or our refer to Egham Removals as the data controller responsible for deciding how and why your personal data is used.

This policy applies to personal data we collect from or about our customers, prospective customers, suppliers and website visitors in connection with our removals, packing, storage, and associated services.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us. This may include the following categories of information.

Identification and contact details, such as your name, postal address, service addresses for collection and delivery, and any additional contact details such as your preferred contact method.

Service and booking information, such as dates and times of your move, details of the properties involved, access or parking information, an inventory or description of items to be moved or stored, and any special instructions relevant to the safe handling of your belongings.

Communication records, including information you provide when you contact us by phone, in writing, or via forms on our website, along with notes of conversations and any follow up correspondence related to your enquiry or booking.

Payment and billing details, such as billing address, payment status, and records of invoices and receipts. We do not retain full card details when payments are processed through third party payment providers.

Technical and usage data, such as your IP address, browser type, and basic usage data when you visit our website, to help us maintain security, improve our services and understand how our site is used. We do not seek to identify you directly from this information unless required for security or legal reasons.

Feedback and reviews, including any comments, testimonials, or satisfaction surveys you choose to provide following completion of our services.

How we collect your data

We collect personal data directly from you when you contact us for an enquiry or quotation, when you complete forms on our website, when you make or amend a booking, when you provide instructions during the course of a service, or when you give feedback.

We may also receive information about you from third parties where this is necessary to provide our services, for example from comparison or referral services where you have requested a quotation, from business partners arranging moves on your behalf, or from landlords, estate agents or employers where they act as an introducer with your knowledge.

Technical information may be collected automatically through your use of our website, using technologies such as server logs and similar tools.

Lawful bases for processing your data

We will only process your personal data where we have a lawful basis to do so. Depending on the circumstances, we rely on one or more of the following legal grounds.

Performance of a contract, where processing is necessary to provide you with a quotation, to enter into a contract with you, to deliver removals or related services, to manage your booking, or to respond to changes and queries relating to your move.

Compliance with legal obligations, where we need to retain certain information for tax, accounting or reporting purposes, to comply with local regulations, or to respond to requests from authorities where we are legally required to do so.

Legitimate interests, where we process data to manage and improve our business, to keep appropriate records, to handle enquiries and complaints, to maintain security and prevent fraud, and to send you reasonable and relevant service communications. When we rely on legitimate interests, we carefully balance these interests against your rights and expectations.

Consent, where required by law, for example before sending certain types of marketing communications. Where we rely on your consent, you may withdraw it at any time by contacting us using the details in this policy or by using any opt out options we provide.

How we use your personal data

We use your personal data to provide and manage our services, including responding to enquiries and providing quotations, planning and carrying out your move or storage service, managing bookings and schedules, coordinating our staff and vehicles, and communicating with you before, during and after your service.

We also use your information to issue invoices, process payments and maintain our financial records, as well as to improve our services, train our staff, and monitor performance and customer satisfaction. With your consent where required, we may use your contact details to send you information about our services or updates that may be of interest to you.

Your data may also be used to handle questions, complaints or claims, to enforce our terms of business, and to protect our rights, property and safety, as well as that of our customers and staff.

Data sharing and processors

We do not sell your personal data. We may share your data with carefully selected third parties where this is necessary for the purposes set out in this policy.

These third parties may include service providers who act as data processors on our behalf, such as IT and hosting providers that support our systems, payment processing providers that handle transactions, and administrative or accounting service providers who assist us with our business operations.

In some cases we may share relevant information with subcontractors or partner organisations engaged to assist in delivering your move, such as additional vehicles or staff, where this is needed to complete your service safely and efficiently.

We may also share your personal data where required by law, regulation or court order, or where we are asked to do so by law enforcement or other authorities and we consider such disclosure to be lawful and necessary.

International transfers

Our core operations are based in the United Kingdom and we aim to store and process personal data within the UK or other jurisdictions that offer an equivalent level of data protection. If we ever need to transfer your personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other legally recognised protections, to maintain an adequate level of protection for your data.

Data retention and storage

We keep your personal data only for as long as is reasonably necessary to fulfil the purposes for which it was collected, including to provide our services, to satisfy any legal, accounting or reporting requirements, and to handle any questions or disputes that may arise.

Quotation and enquiry information that does not lead to a booking will typically be retained for a limited period so that we can respond to follow up queries and keep records of our business activities. Where you proceed with a booking, we generally retain your service and billing records for the period required under tax and accounting rules, after which they will be securely deleted or anonymised.

We take reasonable technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. Access to your data is limited to those employees, contractors and service providers who have a business need to know it.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data that we hold. These rights may be subject to certain conditions and legal exceptions.

You have the right to access your personal data and to receive a copy of the information we hold about you, together with an explanation of how it is used.

You have the right to request correction of any inaccurate or incomplete personal data that we hold about you.

You have the right to request erasure of your personal data in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

You have the right to request restriction of processing of your personal data in certain cases, such as where you contest the accuracy of the data or object to our use of it and we are considering your request.

You have the right to object to processing based on our legitimate interests, including profiling, and to object to your data being used for direct marketing at any time.

You have the right to data portability in certain situations, allowing you to receive your personal data in a structured, commonly used and machine readable format and to transmit it to another controller where technically feasible.

To exercise any of these rights, or if you have any questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided on our website or in your service documentation. We will respond to your request in accordance with applicable data protection laws.

Complaints

If you are unhappy with how we have used your personal data, we encourage you to contact us so we can address your concerns. You also have the right to lodge a complaint with the UK Information Commissioner's Office or the data protection authority in your country of residence, workplace or where the issue occurred, if you believe your data protection rights have been breached.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or privacy practices. Any changes will be posted in the latest version of this policy, which will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.