Privacy Policy - Fulham Removals

This Privacy Policy explains how Fulham Removals collects, uses, stores, shares, and protects personal data in connection with our moving and relocation services. It applies to all Fulham Removals customers in the area, including prospective customers, current customers, former customers, and anyone who interacts with us in relation to a removal, storage, packing, or related service.

We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018. This policy describes the types of information we collect, the legal reasons we process it, how long we keep it, the third parties we may use to support our services, and the rights individuals have over their personal data.

1. Data We Collect

To provide moving and removal services effectively, we may collect and process different categories of personal data. The information we collect depends on the nature of your enquiry and the service requested.

Information you give to us

Identity details such as name, title, and date of birth where necessary.
Contact details such as address, email address, and telephone number.
Service information including property addresses, moving dates, inventory lists, special handling instructions, access details, and storage requirements.
Payment information such as billing details and transaction references.
Correspondence including emails, messages, survey notes, complaints, and feedback.
Special categories of data only where strictly necessary and with additional safeguards, for example information relating to mobility needs or access requirements that may affect the moving process.

Information collected automatically

When you interact with us by phone, email, or through digital systems used to manage our services, we may collect technical or usage information such as timestamps, service history, and communication records. We do not use unnecessary profiling and only collect what is relevant to the service.

Information from third parties

We may receive personal data from third parties where needed to deliver our services, such as estate agents, solicitors, landlords, building managers, or referral partners. We may also receive data from payment providers, insurers, or subcontractors where this is necessary for administration or fulfilment of the moving service.

2. How We Use Personal Data

Fulham Removals uses personal data only for specific and legitimate purposes. These include:

Providing quotations and managing bookings.
Planning and carrying out removals, packing, transport, delivery, and storage services.
Communicating with customers about schedules, access, delays, inventory, and service updates.
Handling invoices, payments, refunds, and account administration.
Managing complaints, claims, and dispute resolution.
Meeting legal, tax, accounting, insurance, and regulatory obligations.
Improving our operations, service quality, safety, and customer experience.
Protecting our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We will not use personal data in a way that is incompatible with the purpose for which it was collected unless we have a lawful basis to do so and the new use is permitted by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, Fulham Removals relies on one or more of the following lawful bases:

Contract: processing is necessary to enter into or perform a contract with you, such as arranging and delivering removal services.
Legal obligation: processing is necessary to comply with legal requirements, including tax, accounting, and record-keeping obligations.
Legitimate interests: processing is necessary for our legitimate business interests, such as service administration, fraud prevention, improving operations, and maintaining security, provided those interests do not override your rights.
Consent: in limited cases, we may rely on your consent, for example where we process optional information or send certain types of marketing. You may withdraw consent at any time where consent is the lawful basis.
Vital interests: in rare situations, we may process personal data to protect someone’s vital interests, such as health or safety in an emergency.

Where we process special category data, we will only do so when a separate condition under the UK GDPR is met, such as explicit consent or necessity for legal claims or health and safety purposes.

4. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of information and the service provided.

Typical retention approach

Customer service and contract records: retained for the duration of the service and for a reasonable period afterwards to handle queries, claims, or disputes.
Invoices, payment records, and tax records: retained for the period required by applicable law and financial record-keeping obligations.
Complaints and claims: kept for as long as needed to investigate, resolve, and defend potential legal claims.
Marketing records: kept until you withdraw consent or object where applicable.
Security and operational records: retained only for as long as necessary for safety, audit, and business administration.

When personal data is no longer needed, we will securely delete, anonymise, or destroy it. We do not retain data indefinitely.

5. Processors and Sharing of Data

We may share personal data with trusted third parties who help us deliver our services or manage our business. These parties act as processors or, in some cases, independent controllers.

Examples of processors or service providers may include:

IT and cloud service providers used for booking, storage, and communication systems.
Payment processing providers that handle card or electronic payments.
Professional advisers such as accountants, insurers, legal advisers, or auditors.
Subcontractors or logistics partners involved in carrying out a removal or storage service.
Customer service and administrative support providers.

Where processors act on our behalf, they are required to follow our instructions, use appropriate security measures, and process personal data only for the agreed purpose. We do not sell personal data.

We may also disclose information where necessary to comply with law, enforce our agreements, protect our rights, or respond to lawful requests from authorities. If business ownership changes, personal data may be transferred as part of that transaction, subject to appropriate safeguards.

6. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure systems, staff training, and confidentiality obligations.

While we take data protection seriously, no system is completely secure. If a personal data breach occurs, we will assess the risk and, where required by law, notify the relevant authority and affected individuals.

7. Your Rights

Individuals have rights over their personal data under the UK GDPR. Subject to legal conditions and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of personal data in certain circumstances.
Restriction of processing in certain situations.
Data portability for information you provided to us where applicable.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent where processing is based on consent.
Challenge automated decision-making where relevant, although we do not normally rely on automated decision-making that produces legal or similarly significant effects.

If you exercise your rights, we may need to verify your identity before responding. We will respond within the time limits set by law and provide a clear explanation if we cannot comply fully with a request.

8. International Transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it, such as an adequacy decision, standard contractual clauses, or another lawful transfer mechanism. We only make such transfers where necessary for service delivery or business operations.

9. Marketing Preferences

We only send direct marketing where permitted by law. If marketing is based on consent, you can opt out at any time. If marketing is based on legitimate interests, you may object and we will stop unless we have compelling legal grounds to continue.

You will not be forced to receive marketing communications as a condition of using our moving services.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary for a removal or related service and appropriately authorised by a parent, guardian, or responsible adult. We handle such information with particular care.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or the way we process personal data. The latest version will apply from the date it is published or otherwise communicated to customers. We encourage customers to review this policy periodically.

12. Contacting Us About Data Protection

If you have questions about this Privacy Policy, your rights, or how we handle your personal data, you may raise a data protection concern through our usual customer service channels. We will investigate and respond appropriately. You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

Effective scope: This Privacy Policy applies to all Fulham Removals customers in area and to all personal data processed in connection with our services.