Removals Wales Privacy Policy
This Privacy Policy explains how Removals Wales collects, uses, stores and protects your personal data when you use our removal, storage and related services. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all Removals Wales customers and prospective customers within our service area, including individuals making enquiries, booking services, or otherwise interacting with us in the course of our business operations.
Data Controller
Removals Wales is the data controller in relation to the personal data we process. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.
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:
Identification and contact details, such as your name, postal address, service address, billing address, and any other contact details you choose to provide to us in the course of our services.
Service and contract information, such as details about your removal or storage requirements, property access information you provide, inventory lists, special handling instructions, and any correspondence relating to your booking or contract.
Booking and transaction data, such as dates and times of services, quotations provided, invoices, payment records, payment method details processed via our payment providers, and related financial information required for billing and accounting purposes.
Communication data, such as information contained in enquiries, emails, letters, or other communications you send to us, including customer service requests, feedback, or complaints.
Technical and usage data, where applicable, such as basic device or browser information, and records of your interactions with our website or online forms, including date and time of visits and pages viewed where these are necessary for the provision or security of our services.
Any other information you choose to provide that is necessary for us to carry out your removal or storage services, conduct site visits, or comply with legal requirements.
How We Collect Your Data
We primarily collect personal data directly from you when you contact us, request a quotation, make a booking, enter into a contract, correspond with us, or provide information to our staff in person or by telephone.
We may also receive personal data from third parties where this is necessary for us to provide our services. These may include estate agents, landlords, property managers, or business partners who provide us with limited contact or service details with your knowledge or instruction.
Lawful Basis for Processing
We only process your personal data when we have a lawful basis to do so under data protection law. Depending on the specific processing activity, we rely on one or more of the following lawful bases:
Performance of a contract. We process your personal data when it is necessary to enter into or perform a contract with you, for example to provide quotations, confirm and deliver removal or storage services, manage bookings, and handle payments and invoices.
Compliance with a legal obligation. We process your data where necessary to comply with our legal obligations, including accounting and tax requirements, record-keeping obligations, and responding to lawful requests from public authorities.
Legitimate interests. We process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing and improving our services, protecting our business, responding to enquiries and complaints, managing risk, and maintaining the security of our systems and vehicles.
Consent. In limited circumstances, we may rely on your consent to process certain personal data, for example where required for specific forms of direct marketing that go beyond our existing customer relationship. When we rely on consent, you may withdraw it at any time by contacting us using the details provided in this Privacy Policy.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide quotations, arrange surveys or assessments, book removals and storage, and fulfil our contractual obligations to you.
To manage our relationship with you, including handling enquiries, providing customer support, and communicating about your bookings, changes to services, or updates to this Privacy Policy.
To process payments, issue invoices, and maintain appropriate business and financial records.
To plan and manage logistics for your removal or storage service, including organising routes, staffing, vehicles and equipment.
To improve our services, operations, and customer experience, including through internal analysis and quality assurance processes.
To protect our business, staff, customers and property, including fraud prevention, security and risk management.
To comply with applicable laws, regulations, and legal processes, and to establish, exercise or defend legal claims.
Data Sharing and Processors
We do not sell your personal data. We may share your personal data with trusted third parties where necessary and lawful, including:
Service providers and data processors who process personal data on our behalf and under our instructions, such as payment processors, IT service providers, secure data storage providers, and providers of business software or communication tools.
Professional advisers, such as accountants, insurers, and legal advisers, where such sharing is necessary for business administration, legal compliance, or the establishment and defence of legal claims.
Public authorities, regulators, law enforcement agencies, or courts, where we are legally required to share personal data or where such disclosure is necessary to protect our rights or the rights, property or safety of others.
Any third parties involved in business transfers, such as prospective buyers, where we consider the sale, merger, or reorganisation of all or part of our business, in which case personal data may be disclosed under appropriate confidentiality safeguards and only to the extent permitted by law.
When we use data processors, we ensure there is a written contract in place requiring them to process your personal data only on our documented instructions, apply appropriate security measures, and comply with applicable data protection law.
Data Retention
We retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.
In determining appropriate retention periods, we consider the nature and sensitivity of the data, the potential risks of unauthorised use or disclosure, the purposes for which we process it, and whether we can achieve those purposes through other means, as well as applicable legal requirements.
In general, we retain core customer and contract data for a period required to meet our legal obligations and to enable us to respond to any questions, complaints or legal claims relating to the services we provided. After the relevant retention period has expired, we will securely delete or anonymise your personal data.
International Transfers
Where possible, we aim to keep your personal data within the United Kingdom or the European Economic Area. If we need to transfer personal data to a country outside these areas, we will ensure that appropriate safeguards are in place to protect your data, such as the use of standard contractual clauses approved by relevant data protection authorities or other lawful transfer mechanisms.
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 limiting access to personal data to those staff and service providers who have a genuine business need to access it and who are subject to confidentiality obligations.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, you have the right to:
Access your personal data and receive information about how it is processed.
Rectify inaccurate or incomplete personal data.
Erase your personal data in certain circumstances, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
Restrict the processing of your personal data in certain circumstances, for example while we consider a request to rectify your data.
Object to the processing of your personal data where we are relying on legitimate interests as our lawful basis, including profiling based on those interests.
Object to your personal data being used for direct marketing purposes.
Request the transfer of your personal data to you or to another controller, where technically feasible and where the processing is based on consent or on a contract and is carried out by automated means.
Where we rely on your consent to process your personal data, withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your data protection rights have been infringed.
How To Exercise Your Rights
If you wish to exercise any of your rights, or if you have any questions or concerns about how we handle your personal data, you can contact us using the contact details provided by Removals Wales on our customer communications or official documentation. We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or exercise any of your other rights.
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 provide. Any changes will take effect when the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
Scope Of This Policy
This Privacy Policy applies to all personal data processed by Removals Wales in connection with providing removal, storage, and related services to customers within our service area. By engaging our services or providing your personal data to us, you acknowledge that you have read and understood this Privacy Policy.
