Privacy Policy - Hanwell Removals

Hanwell Removals is committed to protecting the privacy and personal data of all customers, prospective customers, and website or service users. This Privacy Policy explains how we collect, use, share, store, and protect personal information in connection with our removal, storage, packing, and related services. This policy applies to all Hanwell Removals customers in the area, including anyone who enquires about, books, receives, or pays for our services.

1. Who We Are

For the purposes of data protection law, Hanwell Removals acts as the data controller for personal data processed in the ordinary course of providing our services. This means we decide why and how your personal data is used. In limited circumstances, we may act as a data processor where we handle data strictly on behalf of another organisation, but in most cases we will be the controller.

2. Personal Data We Collect

We collect only the data needed to provide a reliable and lawful removals service. The types of personal data we may collect include:

Identity details such as your name and title
Contact details such as address, email address, and telephone number
Service details including collection and delivery addresses, moving dates, inventory information, and access notes
Billing and payment information such as invoice details and payment records
Communication records including emails, calls, messages, quotations, and complaints
Special instructions relevant to fragile, valuable, or sensitive items
Technical data if you interact with our digital systems, such as device or usage information, where applicable

We generally do not seek to collect special category data unless it is necessary and you voluntarily provide it, for example if it is relevant to access arrangements or other service requirements. Where such data is provided, we will handle it carefully and only where there is a lawful basis to do so.

3. How We Use Your Data

We use personal data to deliver our services effectively and to manage our business. Typical uses include:

Providing quotations and confirming bookings
Planning and carrying out removals and storage services
Managing access, route planning, and operational logistics
Processing payments, invoices, refunds, and credit control
Communicating with you about the service
Handling complaints, disputes, or insurance-related matters
Meeting legal, regulatory, tax, and accounting obligations
Improving our services, staff training, and internal administration

We only use your information where the law allows us to do so.

4. Lawful Basis for Processing

Under the UK GDPR and applicable data protection laws, we must have a lawful basis for processing your personal data. Depending on the activity, we rely on one or more of the following:

Contract

We process your information when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging removals, delivering services, and handling payment administration.

Legal Obligation

We may process data where necessary to comply with legal duties, such as tax, accounting, record-keeping, fraud prevention, and insurance or regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service improvement, internal record management, staff training, business administration, and defending legal claims.

Consent

In limited situations, we may rely on your consent, for example where we process certain optional information that is not necessary for the service. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Your Personal Data

We may share personal data with trusted third parties where necessary and proportionate for the purposes described in this policy. These may include:

Payment providers and banking partners
IT, cloud, and communications providers
Storage and logistics partners involved in fulfilling our services
Professional advisers such as accountants, insurers, legal advisers, and auditors
Public authorities where we are required to do so by law

Where a third party processes personal data on our behalf, they act as a processor and are only permitted to use the data in accordance with our instructions and data protection law. We take reasonable steps to ensure processors are bound by appropriate contractual and security obligations.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the nature of the data and the services provided. In general:

Quotation and customer service records may be kept for a reasonable period for business reference and dispute handling
Invoice, payment, and accounting records are retained in line with legal and tax obligations
Complaint, claim, and insurance records may be retained for as long as needed to manage the matter and any related legal limitation period

When data is no longer required, we will securely delete, anonymise, or archive it where appropriate. We do not retain personal data indefinitely.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of our internal practices. While no system can be completely secure, we work to maintain a level of protection suitable to the risks presented by the data we process.

8. International Transfers

Where any service provider or platform processes personal data outside the UK, we will take steps to ensure that appropriate safeguards are in place in accordance with data protection law. This may include using approved contractual protections or relying on adequacy decisions where applicable.

9. Your Rights

You have rights in relation to your personal data under data protection law. These may 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
Data portability for data processed by automated means based on consent or contract, where applicable
Withdraw consent where we rely on consent

You also have the right to complain to the relevant supervisory authority if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can address them promptly.

10. Third-Party Data and Special Situations

In the course of providing removals services, you may provide us with information about other people, such as family members, tenants, landlords, or building managers. If you share such information, you should ensure you have the right to do so and that the individuals are informed where appropriate. We will handle such information in accordance with this Privacy Policy and data protection law.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. Any updated version will apply from the date it is made available. We encourage you to review it periodically to remain informed about how we protect personal data.

12. Summary of Our Commitment

At Hanwell Removals, we aim to process personal data fairly, transparently, and securely. We collect only what we need, use it for clear and lawful purposes, share it only with trusted parties where necessary, and keep it only as long as required. Your privacy matters to us, and we are committed to respecting your rights and maintaining your trust.