Clerkenwell Removals Privacy Policy

This Privacy Policy explains how Clerkenwell Removals collects, uses and protects personal data when providing removal and related services. It applies to all Clerkenwell Removals customers and prospective customers in our service area, as well as visitors who contact us to request information or quotations.

Who we are and scope of this policy

Clerkenwell Removals is a removals and related services provider. In relation to the personal data described in this Privacy Policy, Clerkenwell Removals acts as a data controller, meaning we decide how and why your personal data is processed. This Privacy Policy applies to all personal data we process about customers, potential customers and individuals acting on behalf of business customers within our service area.

Personal data we collect

We only collect personal data that is relevant to arranging, delivering and managing our services, or to respond to your enquiries. The categories of data we may collect include:

Identification and contact details, such as your name, postal address, property addresses for collection and delivery, and general location details, together with any other contact details you provide to us, such as your preferred contact channels.

Service and booking information, such as details of the property type and access, inventory or item lists you choose to share, preferred moving dates and times, notes about special requirements, and records of quotations and bookings.

Payment and transaction information, such as amounts charged, payment method used and basic billing details. We do not store full payment card details when processed through secure payment providers.

Communication records, including emails, contact form submissions, and notes of telephone conversations or other communications we have with you relating to quotations, bookings, complaints or feedback.

Technical and usage data, such as basic information about how you interact with our online content, to the extent that it is necessary for security, service improvement or responding to enquiries. Where cookies or similar technologies are used, they will be limited to what is necessary for the stated purposes.

How we collect your data

We collect personal data directly from you when you contact us, request a quotation, make a booking, or communicate with us in relation to our services. This may be by telephone, online contact forms, written correspondence or in person.

We may also obtain limited personal data from third parties where necessary to perform our contract with you, for example from estate agents, building management or other parties you have authorised to share relevant information with us, such as access restrictions or requirements at a property.

Lawful basis for processing

We only process your personal data where we have a lawful basis under the UK General Data Protection Regulation and related data protection laws. Depending on the context, this may include the following bases:

Contractual necessity, where processing is required to provide you with a quotation, to enter into a contract with you, or to perform our obligations under that contract. This covers most of the personal data we use to arrange and complete your move.

Legitimate interests, where we have a legitimate business interest that is not overridden by your rights and interests. This may include using your personal data to manage our relationship with you, to improve our services, to handle enquiries and complaints, and to maintain records for business planning and management.

Legal obligations, where we are required to process certain data to comply with laws and regulations, such as tax, accounting or regulatory requirements, or to respond to lawful requests from public authorities.

Consent, where we rely on your freely given, specific and informed agreement to process your data for a particular purpose that is not covered by another lawful basis. Where we rely on consent, you may withdraw it at any time, and we will explain how you can do this at the point where consent is requested.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotations, plan and carry out removals and related services, including site visits, packing, storage and transportation, and to communicate with you about the status of your booking.

To manage our relationship with you, including handling enquiries, requests, feedback and complaints, and to keep appropriate records of the services we have provided.

To manage payments, invoices and any refunds or credits, and to maintain accurate financial and accounting records.

To ensure the security and safety of our staff and customers, for example by recording relevant access information for properties where services will be carried out.

To analyse and improve our services, processes and customer experience, for example by reviewing anonymised or aggregated information derived from customer interactions.

To comply with legal obligations, to respond to authorised requests from public authorities, and to establish, exercise or defend legal claims where necessary.

Sharing your personal data and use of processors

We do not sell your personal data. We may share limited information with third parties where necessary for the purposes described in this Privacy Policy and where there is a lawful basis to do so.

Service providers acting as processors may process personal data on our behalf. These can include providers of information technology, data hosting, secure payment processing, customer relationship and administration systems, and professional advisers such as accountants or legal advisers where necessary. We require these processors to handle your data securely, use it only in accordance with our instructions and applicable law, and implement appropriate technical and organisational measures.

We may share data with other third parties where you have requested or consented to such sharing, or where it is necessary to perform our contract with you, for example with storage facilities or associated service providers directly involved in fulfilling your booking.

We may also disclose personal data where we are under a legal or regulatory obligation to do so, or where it is necessary to protect our rights, property, staff or customers, or to assist in the prevention and detection of crime.

Data retention and storage

We keep personal data only for as long as is reasonably necessary for the purposes described in this Privacy Policy, including for the purposes of satisfying legal, regulatory, tax, accounting or reporting requirements, and for the establishment or defence of legal claims.

As a general guide, we will retain records relating to quotations, bookings and services for a period that reflects the applicable statutory limitation periods and regulatory requirements. Communications and enquiries not leading to a booking may be kept for a shorter period, sufficient to respond fully and manage our business records.

When personal data is no longer required, we will securely delete or anonymise it, so that it can no longer be associated with an identifiable individual.

International transfers

Our primary data storage and processing activities are intended to take place within the United Kingdom or the European Economic Area. If we ever need to transfer personal data to a country outside these areas that does not provide an equivalent level of data protection, we will ensure that appropriate safeguards are in place, such as using standard data protection clauses or other mechanisms recognised by data protection law. Where required, we will provide you with further information about any such transfers.

Security of your personal data

We take the security of your personal data seriously and implement appropriate technical and organisational measures designed to protect it against unauthorised access, accidental loss, destruction or damage. These measures may include access controls, secure storage, and staff training on data protection responsibilities.

While we use reasonable efforts to protect your personal data, no system can be guaranteed to be completely secure. We therefore cannot guarantee absolute security of information transmitted to us, and any transmission is at your own risk.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

The right of access, allowing you to request confirmation of whether we process your personal data and to receive a copy of that data, together with certain information about how it is used.

The right to rectification, allowing you to request correction of inaccurate personal data and completion of incomplete data.

The right to erasure, also known as the right to be forgotten, allowing you to request deletion of your personal data where there is no longer a lawful basis for us to retain or use it.

The right to restrict processing, allowing you to request that we limit the way we use your data in certain circumstances, for example while we are considering a request to rectify or erase it.

The right to object, allowing you to object to processing based on our legitimate interests where you consider that your rights and freedoms outweigh those interests.

The right to data portability, allowing you in certain circumstances to receive the personal data you have provided to us in a structured, commonly used and machine readable format, and to request that it is transmitted to another controller where technically feasible.

Where we rely on consent as a lawful basis, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.

Exercising your rights and contacting us

If you wish to exercise any of your data protection rights, or if you have any questions or concerns about how we handle your personal data, you can contact Clerkenwell Removals using the contact details published on our main customer information materials or website. To help us respond efficiently, please provide sufficient information to identify yourself and describe your request clearly.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we have used your data. We would, however, welcome the opportunity to address your concerns directly in the first instance.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or the way we process personal data. Any changes will apply from the date the updated version is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we protect your personal data.