Privacy Policy - Bexley Removals

This Privacy Policy explains how Bexley Removals collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Bexley Removals customers in the area, including individuals and businesses who request, receive, or enquire about our removal, packing, storage, or related services. We are committed to handling personal data fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Bexley Removals is the data controller in relation to the personal data we collect and use for our own business purposes. This means we decide why and how your personal data is processed when you engage with us, request a quote, make a booking, or use our services.

We only collect and process personal data that is relevant to the services we provide and to the management of our business operations. We aim to ensure that all processing is necessary, proportionate, and limited to what is required for legitimate service delivery and legal compliance.

2. Personal Data We Collect

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

Identity information such as your name, title, and, where needed, company name.
Contact details including address, email address, and telephone number.
Service information such as moving dates, property details, access notes, inventory details, and service preferences.
Billing and payment information such as payment records, invoice details, and transaction status.
Communications exchanged with us by phone, email, forms, or other channels.
Operational data relevant to planning and carrying out removals, including special handling requirements and delivery instructions.
Technical data if you interact with digital systems we use, such as device information, log data, or basic usage information.

In some situations, we may also process special category data or other sensitive information if it is supplied to us accidentally or is necessary for a specific service requirement. We do not seek this information unless it is essential. Where such data is processed, we apply additional safeguards and only do so where a lawful basis permits.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or callback;
book a removal or related service;
complete forms or provide information by email, phone, or message;
communicate with us about scheduling, access, or service changes;
make payments or receive invoices;
provide feedback, raise concerns, or make a complaint.

We may also receive data from third parties where necessary for service delivery, for example from estate agents, landlords, solicitors, storage partners, or other professionals involved in your move. We may additionally collect limited information from public sources or service providers where needed to verify details, manage bookings, or protect against fraud.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. Depending on the context, we may rely on one or more of the following:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, arranging services, and carrying out removals or associated tasks.

Legal Obligation

We may process data where required to comply with legal obligations, such as accounting, tax, insurance, record-keeping, and lawful requests from authorities.

Legitimate Interests

We may process data for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing customer relationships, improving operations, preventing fraud, securing our systems, and maintaining business records. We always consider whether our interests are balanced and reasonable.

Consent

Where consent is required, we will ask for it clearly and separately. For example, this may apply to certain marketing communications or optional processing activities. You may withdraw consent at any time where processing is based on consent.

Vital Interests and Public Interest

In rare circumstances, we may process data to protect someone???s vital interests or where required for reasons of public interest. These situations are exceptional and will only arise where necessary.

5. How We Use Your Information

We use personal data to:

provide quotes, plan and deliver services, and manage bookings;
communicate with you about your move or service request;
manage billing, payments, and invoices;
keep accurate business and service records;
improve our services, planning, and customer experience;
respond to complaints, disputes, or claims;
meet legal and regulatory requirements;
protect against misuse, fraud, and security incidents.

We do not use your personal data in ways that are incompatible with the purposes for which it was collected unless we have a lawful basis to do so.

6. Data Sharing and Processors

We may share personal data with trusted third parties who support the operation of our business. These parties act either as processors or independent controllers, depending on the service provided. Where a third party acts as a processor, they only process data on our instructions and are required to implement appropriate security measures.

Examples of processors and service providers may include:

IT and cloud service providers;
accounting and bookkeeping services;
payment processing providers;
customer communication and scheduling tools;
storage or logistics partners acting on our behalf;
professional advisers such as lawyers, auditors, or insurers.

We may also share data with public authorities, regulators, law enforcement, or courts where required by law or where reasonably necessary to protect our legal rights.

We take steps to ensure that all processors are subject to appropriate contractual terms, confidentiality obligations, and data protection safeguards. If personal data is transferred outside the UK, we will only do so where appropriate legal safeguards are in place, such as an adequacy decision or approved transfer mechanism.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, and reporting obligations. The retention period depends on the type of data, the nature of the service, and any applicable legal requirements.

In general, we may retain:

quotation and booking records for a reasonable period after the service ends;
financial and invoice records for the period required by tax and accounting law;
correspondence and complaint records for as long as needed to resolve issues and protect our legal interests;
technical or security logs for a limited time necessary for system protection and troubleshooting.

When personal data is no longer required, we will securely delete, anonymise, or destroy it. Where information is held in archived systems, we apply access controls and keep it only for the minimum period necessary. Retention is reviewed regularly to ensure data is not kept longer than needed.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights are not absolute and may be subject to legal exceptions or conditions.

Right of access ??? you can request a copy of the personal data we hold about you.
Right to rectification ??? you can ask us to correct inaccurate or incomplete data.
Right to erasure ??? you can ask us to delete your data where there is a valid legal basis to do so.
Right to restriction ??? you can ask us to limit how we use your data in certain circumstances.
Right to object ??? you can object to processing based on legitimate interests or direct marketing.
Right to data portability ??? you can request that certain data be provided in a structured, commonly used format where applicable.
Right to withdraw consent ??? where processing is based on consent, you can withdraw it at any time.

You also have the right to raise a concern with the UK Information Commissioner???s Office if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

9. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, unlawful processing, and damage. These measures may include access controls, secure storage, staff training, confidentiality procedures, and monitoring of our systems.

Although no system is completely secure, we work to maintain a level of protection that is appropriate to the risks associated with the data we process. If a personal data incident occurs, we will act in accordance with applicable law and internal procedures.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, business practices, or the services we provide. Any revised version will apply from the date it is issued or published. We recommend reviewing this policy periodically so you remain informed about how we handle your data.

11. Summary of Our Commitments

Bexley Removals is committed to processing personal data lawfully, fairly, and transparently. We only collect what we need, use it for clear purposes, share it responsibly with trusted processors, and keep it only as long as necessary. We respect your rights and aim to maintain the highest standards of confidentiality and data protection for every customer in the area.

This Privacy Policy applies to all Bexley Removals customers in the area.