Privacy Policy - Removals Wales

This Privacy Policy explains how Removals Wales collects, uses, stores, shares, and protects personal data in connection with our removals and related services. It applies to all Removals Wales customers in the area, including prospective customers, current customers, and anyone who interacts with us on behalf of a customer. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Removals Wales provides domestic and commercial removals, storage coordination, packing support, and related logistical services. In providing these services, we may collect and process personal data about customers, household members, business contacts, property owners, and other individuals whose information is necessary to complete a move or related service.

For the purposes of data protection law, Removals Wales acts as a data controller when deciding why and how personal data is processed. In some situations, we may also act as a processor where we handle data on behalf of another organisation, but only where that relationship has been established and documented.

2. Personal Data We Collect

We collect only the information that is necessary to deliver our services effectively and to meet legal and operational requirements. Depending on your interaction with us, this may include:

Identity information: name, title, and, where relevant, date of birth.
Contact information: address, email address, and telephone number.
Service details: moving dates, origin and destination addresses, inventory lists, access notes, parking details, and storage requirements.
Payment and billing information: invoicing details, payment status, and transaction references.
Communication records: emails, telephone notes, quotes, complaints, and service correspondence.
Operational and site information: photographs, property access instructions, and any relevant moving conditions.
Special category data: we do not generally seek to collect special category data; however, it may be incidentally shared by you in communication, for example if it is necessary to explain access needs or vulnerabilities.

We may also receive personal data from third parties where it is necessary to provide the service, such as estate agents, solicitors, landlords, letting agents, storage providers, or business representatives.

3. How We Use Your Data

We process personal data for the following purposes:

To provide quotations and manage bookings.
To plan, carry out, and complete removals and related services.
To communicate with customers about schedules, access arrangements, and service updates.
To issue invoices, receive payments, and maintain financial records.
To manage customer service queries, complaints, and claims.
To maintain operational security, including protecting property and staff.
To comply with legal and regulatory obligations.
To defend or establish legal claims where necessary.

We will not use personal data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so and, where required, we have informed you.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Removals Wales relies on the following lawful bases:

Contract: processing is necessary to enter into or perform a contract with you, such as preparing a quote, arranging your move, or delivering the agreed service.
Legal obligation: processing is necessary to comply with tax, accounting, insurance, health and safety, or other legal obligations.
Legitimate interests: processing is necessary for our legitimate business interests, such as improving services, managing operations, preventing fraud, and handling disputes, provided those interests are not overridden by your rights and freedoms.
Consent: where required, we will rely on your consent, for example for certain optional communications or the processing of specific data you voluntarily provide. You may withdraw consent at any time.

If we ever need to process special category data, we will only do so where an additional condition under data protection law is met, such as explicit consent or another lawful exception.

5. Retention of Personal Data

We keep personal data only for as long as it is necessary for the purpose for which it was collected, including legal, accounting, or reporting requirements. Retention periods depend on the type of data and the nature of the service provided.

Customer and service records: retained for the period needed to manage the contract and any follow-up queries or claims.
Financial records: retained for the period required by tax and accounting law.
Complaint and dispute records: retained for as long as needed to resolve the matter and protect legal rights.
Operational records: retained for a reasonable period to support service quality, safety, and business administration.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Retention is always limited to what is necessary and proportionate.

6. Processors and Third Parties

We may share personal data with trusted third parties and service providers who act as processors or independent controllers, depending on the circumstances. These may include:

IT and cloud storage providers.
Accounting and invoicing services.
Payment service providers.
Storage facilities and logistics partners.
Insurance providers, where a claim is involved.
Professional advisers such as lawyers or accountants.
Public authorities, courts, or regulators where disclosure is required by law.

Where a third party acts as a processor, they are permitted to handle data only on our instructions and must apply appropriate security measures. We require processors to protect personal data and to process it only for the specific purposes we define.

We do not sell personal data. If data is shared outside the UK or EEA, we will ensure appropriate safeguards are in place, such as adequacy regulations or standard contractual protections, where applicable.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to data on a need-to-know basis. While no system can be guaranteed completely secure, we are committed to maintaining strong and proportionate safeguards.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may not apply in every situation, but we will always consider and respond to requests in line with the law. Your rights include:

Right of access: you may request a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete data.
Right to erasure: in certain circumstances, you may ask us to delete your personal data.
Right to restrict processing: you may ask us to limit how we use your data in specific situations.
Right to data portability: where applicable, you may request your data in a structured, commonly used format.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to contact us first so we can try to resolve any issue promptly.

9. Marketing and Communications

We may send service-related messages that are necessary for the delivery of your move, such as booking confirmations, scheduling updates, or important service notices. These messages are not marketing. If we send optional promotional communications, we will only do so where permitted by law, and you can opt out at any time.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is unavoidable in the context of a household move and necessary for service delivery. In such cases, we process the information only as needed and with appropriate care.

11. Changes to This Policy

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

12. Summary of Our Commitment

Removals Wales is committed to protecting your privacy, using personal data responsibly, and ensuring that all processing is lawful, necessary, and proportionate. We process only the information required to provide our services, keep it only for as long as needed, and share it only with trusted parties where appropriate. Your trust matters to us, and we aim to handle your information with care and transparency at every stage.