Fulham Removals Privacy Policy
This Privacy Policy explains how Fulham Removals collects, uses, stores and protects your personal data when you use our removal and related services. It applies to all Fulham Removals customers located in our service area, including individuals and businesses who contact us, request quotations, or use our services.
We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018. Please read this policy carefully to understand how and why we process your information and the rights you have in relation to your personal data.
Data Controller
For the purposes of data protection law, Fulham Removals is the data controller of the personal data we collect and process about you. This means we decide how and why your personal data is used in connection with our services.
Personal Data We Collect
We collect only the personal data necessary to provide and manage our services. The types of personal data we may collect include:
Identification and contact details, such as your name, postal address, previous and new addresses for moves, and any other contact details you choose to provide.
Service and booking information, such as details about your property type, access details, inventory and item lists, special handling requirements, preferred moving dates and time slots, and any related instructions you give us.
Communication data, including information contained in enquiries, correspondence, feedback, complaints or other communications you send to us or that we send to you.
Payment and transaction information, such as records of services purchased, amounts paid, payment method used, and relevant invoice or receipt details. We do not store full card details when payments are processed through secure third-party payment providers.
Technical and usage information, such as basic device and browser information, and information about how you use our website or interact with our online content, where this is collected through cookies or similar technologies. Where cookies are used, we only set those that are necessary or that you have consented to, in line with applicable law.
How We Collect Your Data
We collect personal data directly from you when you request a quotation, communicate with us by phone or online, make a booking, or use our services.
We may also collect information from third parties where necessary to deliver our services, for example from landlords, estate agents or building managers who coordinate access, but only where they are authorised to share such information with us.
Lawful Basis for Processing
We process your personal data only when we have a lawful basis under data protection law. The main lawful bases we rely on are:
Contract: We process your data when it is necessary to take steps at your request before entering into a contract, or to perform a contract for removal or related services that you have agreed with us. This includes arranging quotations, communicating about your booking, providing the move, and handling payments.
Legal obligation: We may process your data to comply with legal and regulatory obligations, such as tax, accounting, insurance and health and safety requirements.
Legitimate interests: We may process certain personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This includes managing and improving our services, handling queries and complaints, training staff, and maintaining appropriate records.
Consent: In limited circumstances, we may rely on your consent, for example for certain types of marketing communications where required by law. Where we rely on consent, you can withdraw this at any time by contacting us.
How We Use Your Personal Data
We use your personal data for the following purposes:
To provide quotations, assess your removal requirements and prepare for your move.
To manage bookings, schedule services and coordinate our removal teams.
To communicate with you before, during and after the provision of services, including responding to enquiries, sending confirmations and updates, and handling any issues.
To process payments, issue invoices, maintain financial records and manage debt recovery where necessary.
To monitor and improve our services, including quality control, staff training and service development.
To comply with legal, regulatory and insurance requirements and to establish or defend legal claims if required.
Data Retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements.
In general, we retain records relating to your move and associated invoices for a period consistent with statutory limitation periods and tax or accounting obligations. After this time, data will be securely deleted, anonymised or archived where continued retention is required for legal reasons.
The precise retention period can vary depending on the type of data, the nature of the service provided and any legal obligations we must meet.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties where this is necessary for the operation of our business, the provision of services to you or to comply with legal obligations. These third parties may act as data processors on our behalf or as separate controllers for their own purposes.
Categories of third parties we may use include:
Service and technology providers who support our business operations, such as secure data storage providers, software and booking system providers or payment processing companies.
Operational partners who assist with the delivery of services, such as subcontracted removal teams or storage facilities, where required to fulfil your booking.
Professional advisers, such as accountants, insurers, legal advisers or consultants where necessary for governance, risk management and legal compliance.
Public authorities and regulators, where we are legally required to do so or in order to protect our rights, property or safety or that of our customers or third parties.
Where third parties act as data processors, they are required to process your data only in accordance with our instructions, to implement appropriate security measures and to respect the confidentiality of your data.
International Transfers
Our services are primarily provided within the United Kingdom. If we ever need to transfer your personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as using countries that have been recognised as providing an adequate level of data protection or putting in place approved contractual clauses to protect your data.
Data Security
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include restricting access to personal data to staff and providers who need it to perform their duties, using secure systems and maintaining policies and procedures to manage and monitor data protection risks.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. Your rights include:
Right of access: You can request confirmation that we hold personal data about you and request a copy of that data.
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 certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.
Right to restriction: You can request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of data or consider an objection you have raised.
Right to object: You can object to our processing of your personal data where we are relying on legitimate interests as our lawful basis, including for direct marketing. We will stop processing unless we have compelling legitimate grounds not to do so.
Right to data portability: Where processing is based on your consent or on a contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or transfer it to another organisation where technically feasible.
Right to withdraw consent: Where we rely on your consent, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before the withdrawal.
To exercise any of these rights, please contact us and provide sufficient information to verify your identity and understand your request. We will respond within the timeframes required by law.
Complaints
If you have concerns about how we handle your personal data, please contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK supervisory authority for data protection matters, the Information Commissioner's Office.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the services we offer. Any updates will be posted in the most current version of this policy, and the updated policy will apply to all current and future use of our services from the date it is published.
