Privacy Policy - Camden Removals

Camden Removals is committed to protecting your privacy and handling your personal data in a transparent, secure, and lawful manner. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our removal, packing, storage, and related services. It applies to all Camden Removals customers in area, including prospective customers, current customers, and anyone who communicates with us in connection with our services.

This policy is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It should be read alongside any service agreement, quotation, or written terms we provide.

1. Personal Data We Collect

We only collect personal data that is necessary for providing our services, operating our business, and meeting legal obligations. The types of information we may collect include:

Identity details such as your name, title, and, where relevant, company name.
Contact details such as address, email address, and telephone number.
Service information including pickup and delivery addresses, property access details, inventory lists, preferred moving dates, and special instructions.
Payment and billing data such as payment status, transaction references, and invoicing details.
Communication records including emails, messages, call notes, complaints, claims, and feedback.
Technical data such as IP address or device information if you submit an enquiry through our digital systems.
Sensitive information only where necessary and lawful, for example accessibility requirements or health-related information needed to deliver the service safely.

We do not intentionally collect more information than we need. Where sensitive data is required, we will limit collection and use it only for the specific purpose identified.

2. How We Collect Your Data

We may collect personal data directly from you when you request a quote, make a booking, communicate with us, or use our services. We may also receive data from third parties where appropriate, such as:

estate agents, landlords, letting agents, or solicitors involved in your move;
payment providers and financial service providers;
subcontractors and service partners assisting with your move;
publicly available sources where necessary to verify business or service details.

Where data is received from another person acting on your behalf, we expect them to have the authority to share that information with us.

3. How We Use Personal Data

We use your personal data for the following purposes:

to provide quotes and manage bookings;
to plan, deliver, and improve removal and storage services;
to communicate with you about appointments, changes, or service issues;
to process payments, invoices, refunds, and related administration;
to keep internal records and maintain business operations;
to respond to complaints, claims, or customer support requests;
to meet legal, tax, accounting, and insurance obligations;
to detect and prevent fraud, misuse, or security incidents;
to improve service quality, efficiency, and customer experience.

We will only use your information in ways that are compatible with the purpose for which it was collected, unless we have a lawful basis to use it for another purpose.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging removals, collecting payment, and delivering agreed services.

Legal Obligation

We may process data to comply with laws and regulations, including tax, accounting, fraud prevention, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where your rights do not override those interests. This may include managing operations, improving services, communicating with customers, and protecting our business from misuse. We consider the impact on your privacy before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example where we use optional marketing or handle certain sensitive data in a way that requires consent. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes described in this policy, unless a longer retention period is required or permitted by law. Retention periods depend on the type of information and why we hold it.

Customer and booking records are generally retained for the duration of the service relationship and for a reasonable period afterwards to handle queries, claims, or disputes.
Financial and tax records are retained for the periods required by law.
Communication records may be retained for a reasonable time to support customer service, quality control, and dispute resolution.
Marketing preferences are kept until you opt out or the data is no longer needed.

When data is no longer needed, we will securely delete, anonymise, or destroy it in accordance with our retention practices.

6. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to provide our services or operate our business. These parties act as data processors or independent controllers depending on the circumstances.

Payment processors to handle card or online payment transactions.
IT and cloud service providers that host systems, email, storage, or backup services.
Administrative and accounting providers that assist with invoicing, bookkeeping, or compliance.
Insurance providers and claims handlers where required to manage damage claims or related incidents.
Subcontracted removal teams where additional operational support is needed.
Professional advisers such as lawyers, auditors, or consultants where necessary for compliance or legal support.
Public authorities where disclosure is required by law or a lawful request.

We require processors to handle personal data securely, use it only on our instructions, and comply with data protection law. We do not sell your personal data.

7. International Transfers

If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections to keep your information secure and compliant.

8. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, password protection, secure storage, staff confidentiality duties, and regular review of our data-handling processes.

Although we work hard to protect your information, no system can be guaranteed completely secure. If we become aware of a data breach affecting your rights and freedoms, we will take appropriate action in line with applicable law.

9. Your Rights

As a data subject, you have a number of rights under UK GDPR. These may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe your data protection rights have been breached. We encourage you to contact us first so we can try to resolve any concerns promptly and fairly.

10. Children’s Data

Our services are not directed at children. We do not knowingly collect personal data from anyone under 16 unless it is necessary for a service arrangement and provided by an adult with authority to do so. If we discover that we have collected children’s data without a valid reason, we will take steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or how we process personal data. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how we protect their information.

12. Summary of Our Commitment

We are committed to using personal data fairly, lawfully, and securely. Our approach is based on data minimisation, purpose limitation, and accountability. We collect only what is needed, retain it only as long as necessary, and share it only with trusted processors or authorities where there is a lawful reason to do so. By using our services, you acknowledge that this Privacy Policy applies to all Camden Removals customers in area and governs the way we handle your information.

We value your privacy and aim to keep your personal data safe, accurate, and used only for legitimate business and legal purposes.