Bexley Removals Privacy Policy
This Privacy Policy explains how Bexley Removals collects, uses, stores and protects the personal data of its customers and prospective customers. It applies to all Bexley Removals customers and service users within our operating areas, including individuals and businesses who contact us, request a quotation, or use our removal and related services.
Scope and Data Controller
Bexley Removals is the data controller for the personal data described in this Privacy Policy. As data controller, Bexley Removals decides how and why your personal data is processed and is responsible for complying with the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy covers personal data collected through our quotations process, bookings, service delivery, customer support, and any other interactions you may have with Bexley Removals, whether by phone, online, in writing or in person.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data we may collect include:
Contact details such as your name, postal address, collection and delivery addresses, email address and telephone number.
Service information such as details of the property to be moved to or from, access information, inventory or list of items to be moved, preferred dates and times, and any special instructions you provide.
Contract and transaction data such as booking details, invoices, payment status, records of services provided, and your communications with us relating to those services.
Payment-related information such as the method of payment and transaction references. We do not store full payment card numbers when payments are processed by secure payment providers.
Communications and correspondence including emails, written correspondence, messages and notes relating to your enquiries, feedback or complaints, and any call notes that our staff may make.
Technical or usage information where applicable, for example basic information about how you use our online forms or website forms, such as the time and date of your visit and the pages or forms accessed.
How We Collect Your Data
We usually collect personal data directly from you, for example when you request a quote, make a booking, speak with us by phone, reply to our messages, or provide details to our staff on site.
We may also receive personal data from third parties where it is necessary for the performance of our services, such as letting agents, landlords, estate agents or commercial partners who help coordinate a move or related services and who are authorised to share information with us.
Lawful Basis for Processing
Bexley Removals processes your personal data only where we have a lawful basis under the UK GDPR. Depending on the activity, we may rely on one or more of the following lawful bases:
Contract: We process data where it is necessary to provide you with a quotation, enter into a contract, and perform the removal or related services that you have requested. This includes taking payment, communicating with you about your booking, and handling any changes, cancellations or follow-up queries.
Legal obligation: We may process and retain certain personal data where we are required to do so in order to comply with legal or regulatory obligations, such as tax, accounting and insurance requirements.
Legitimate interests: We may process your data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and interests. This can include improving our services, responding to general enquiries, managing risk and preventing fraud, or maintaining appropriate business records.
Consent: In limited cases, we may rely on your consent, for example for certain types of marketing communications where consent is required. When we rely on consent, you can withdraw it at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide quotations for removal services or related services based on the information you provide.
To manage bookings, schedule removals, and deliver our services safely and efficiently.
To communicate with you about your enquiry or booking, including confirmations, updates, and any issues that may affect the services.
To process payments and manage invoices, refunds and any associated financial records.
To manage customer service queries, feedback and complaints, and to improve our services and internal processes.
To maintain business and accounting records, respond to legal requests, and meet legal and regulatory obligations.
To protect our business, staff and customers, including preventing and detecting fraud or misuse of our services.
Data Sharing and Processors
We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy and where they act as data processors on our behalf.
Types of third parties that may process your data for us include:
IT and systems providers who host or maintain our business systems, including email systems and customer management tools.
Payment processing providers who handle card or electronic payments securely on our behalf.
Professional advisers such as accountants, auditors or legal advisers who require access to certain records for professional or legal reasons.
Insurance providers and claims handlers if a claim arises in connection with our services.
We require all processors to act only on our instructions, to keep your data secure and confidential, and to comply with applicable data protection laws. Where we are required by law, we may also share data with regulatory bodies, law enforcement or other public authorities.
International Transfers
Our core services are operated within the United Kingdom. If in future any of our service providers or systems transfer personal data outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your data in accordance with data protection law.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, and to meet any legal, accounting or reporting requirements.
In general, we retain customer and booking records for a period that allows us to handle any queries, complaints, insurance matters or legal claims related to the services we have supplied. Financial records, including invoices and transaction details, are kept for the period required by tax and accounting laws.
When data is no longer required, it will be securely deleted, anonymised or otherwise disposed of in a safe manner.
Your Data Protection Rights
Under the UK GDPR, you have a number of rights regarding your personal data. These rights are subject to certain conditions and exemptions, and we will respond to any request in line with legal requirements.
Right of access: You can request confirmation that we process your personal data and obtain a copy of the data we hold about you.
Right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure: In some circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we do not need to keep it for legal reasons.
Right to restriction: You can ask us to restrict the processing of your data in certain situations, for example while we are investigating a concern you have raised about its accuracy.
Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may ask to receive your data in a structured, commonly used and machine-readable format or request that we transfer it to another organisation where technically feasible.
Right to object: You can object to processing based on our legitimate interests, including any direct marketing we may carry out. We will stop processing unless we have compelling legitimate grounds which override your interests, rights and freedoms, or where processing is needed for legal claims.
Rights in relation to automated decision-making: Bexley Removals does not carry out automated decision-making or profiling that produces legal or similarly significant effects on individuals.
How to Exercise Your Rights
If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact Bexley Removals using the contact details made available on our customer communications or by any usual communication channel you use with us. To help us process your request, we may need to verify your identity and gather enough information to locate the data concerned.
You also have the right to lodge a complaint with the UK supervisory authority for data protection if you are concerned about how your data is being used. Before doing so, we encourage you to contact us so we can try to resolve your concerns directly.
Security of Your Personal Data
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration or disclosure. These measures include limiting access to personal data to staff and service providers who need such access for legitimate business purposes and who are subject to confidentiality obligations.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any updates will apply from the date they are published. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.
