Privacy Policy - Removals Bow

This Privacy Policy explains how Removals Bow collects, uses, stores, shares, and protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Removals Bow customers in the Bow area, including individuals, households, landlords, tenants, and businesses using our removals, moving, packing, storage-related, and associated services.

We are committed to handling personal data lawfully, fairly, and transparently. We only collect information that is necessary to provide our services, manage our business, meet legal obligations, and improve the customer experience. This policy should be read carefully so you understand what information we collect, why we collect it, how long we keep it, and the rights you have over your data.

1. Who We Are

For the purposes of data protection law, Removals Bow acts as the data controller for the personal information described in this policy. This means we decide how and why personal data is processed. In limited cases, we may act as a data processor when handling information on behalf of another organisation or customer under their instructions.

We take our responsibilities seriously and aim to maintain appropriate technical and organisational measures to keep personal data secure and confidential. Privacy, trust, and accountability are central to how we operate.

2. What Personal Data We Collect

We may collect and process the following categories of personal data:

Identity data such as your name, title, and any information needed to identify you as a customer or authorised representative.
Contact data such as your address, email address, telephone number, and other communication details.
Service and booking data such as move dates, property access details, inventory lists, service preferences, and special handling instructions.
Payment and transaction data such as invoice details, payment status, billing records, and accounting references.
Communication data such as correspondence, complaint details, quotes, feedback, and notes from calls or written messages.
Technical data such as device or browser information if you interact with us through digital systems used to manage enquiries or bookings.
Usage data relating to how you engage with our services, for example service history, requests, or preferences.

In some circumstances, we may also process limited special category data if you choose to disclose it to us, for example information about access needs, health-related requirements, or other sensitive instructions that are necessary to support a safe and suitable move. We only process such data where it is necessary and permitted by law.

3. How We Collect Your Data

We collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, message, or other means;
provide instructions for a move or related service;
complete forms or supply documents;
make a payment or request an invoice;
submit a complaint, review, or enquiry.

We may also receive personal data from:

third parties acting on your behalf, such as agents, property managers, solicitors, or landlords;
business partners or subcontractors where needed to perform services;
publicly available sources where appropriate and lawful;
internal records created during the course of providing our services.

4. Lawful Basis for Processing

We only process personal data when we have a lawful basis to do so. Depending on the context, we rely on one or more of the following lawful bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging removals, carrying out the move, issuing invoices, and managing customer service matters.

Legal obligation

We may process information where required to comply with legal obligations, including tax, accounting, insurance, fraud prevention, and record-keeping requirements.

Legitimate interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This can include managing and improving our business, handling enquiries, maintaining internal records, preventing misuse, and ensuring service quality.

Consent

Where required by law, we will ask for your consent before processing personal data. If we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect processing already carried out lawfully before withdrawal.

Vital interests and public task

These bases are used only in exceptional circumstances, where necessary to protect someone’s vital interests or where processing is required by law in connection with a public function.

5. How We Use Personal Data

We use personal data for the following purposes:

to provide removals and related services;
to respond to enquiries and prepare quotations;
to manage bookings and service delivery;
to communicate about schedules, changes, and service updates;
to issue invoices and process payments;
to keep accurate business and accounting records;
to manage complaints, disputes, and customer support issues;
to improve our services, operations, and customer experience;
to meet legal, regulatory, and insurance obligations;
to prevent fraud, misuse, or unauthorised access.

We will not use your personal data for purposes that are incompatible with those stated in this policy unless we inform you or are otherwise permitted by law.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or, in some cases, independent controllers. We only share data where necessary and subject to appropriate safeguards.

Examples of processors may include:

IT and hosting providers who store or support our systems;
accounting and bookkeeping service providers;
payment service providers;
customer communications and administration platforms;
professional advisers such as auditors, legal advisers, or insurers;
subcontracted service providers involved in the delivery of a move or related support.

Where we use processors, they are required to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law. We do not sell your personal data.

We may also disclose data where necessary to comply with legal obligations, enforce agreements, protect our rights, or respond to lawful requests from public authorities.

7. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections. We take steps to ensure the same high standard of protection continues to apply.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of data and the reason it is held.

As a general approach:

customer and booking records are kept for as long as needed to complete the service and resolve any follow-up matters;
financial and tax-related records are retained for the period required by law;
complaint and dispute records may be held for a reasonable period after resolution;
communications may be retained where needed for business records, evidence, or service continuity.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. We do not keep data indefinitely unless there is a lawful reason to do so.

9. Data Security

We use appropriate security measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access controls, secure storage, staff confidentiality obligations, and regular review of our procedures.

Although we work hard to protect information, no system can be guaranteed to be completely secure. If a personal data breach occurs and we are legally required to do so, we will notify the relevant supervisory authority and, where necessary, affected individuals.

10. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access – to request confirmation of whether we process your data and to obtain a copy of it.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to request that we limit how we use your data in certain situations.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing, where relevant.
Right to withdraw consent – where processing is based on consent.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully or unfairly. We encourage you to raise concerns with us first so we can address them promptly.

11. Children’s Data

Our services are generally directed to adults. We do not knowingly collect personal data from children unless it is necessary for a particular service and is provided by a parent, guardian, or authorised adult in a lawful manner.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

By using Removals Bow services, you acknowledge that you have read and understood this Privacy Policy. We are committed to treating your information responsibly and in line with applicable data protection requirements.