Maida Hill Removals Privacy Policy
This Privacy Policy explains how Maida Hill Removals collects, uses, stores and protects personal data relating to our removal, packing, storage and associated services. It applies to all Maida Hill Removals customers, prospective customers and website users in our service area. We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018.
Who we are
Maida Hill Removals is a removals and related services provider. In relation to the personal data we collect from or about you, we act as the data controller. This means we decide how and why your personal data is processed.
Personal data we collect
We only collect personal data that is necessary for the purposes set out in this Privacy Policy. The types of personal data we may collect include:
Identification and contact details such as name, postal address, service address, billing address, town or city, contact preferences and similar details.
Communication details such as email correspondence, written enquiries, feedback and information you provide when you contact us regarding quotes, bookings, complaints or general questions.
Service and contract data such as details of the services you request or receive, inventory or item descriptions you provide for removal or storage, access information for properties required to carry out the service, booking dates and times, and contract history.
Payment and billing information such as invoice records, payment status and payment method type. We do not store full payment card details when payments are processed through third party payment providers.
Technical and usage data such as basic information about how you use our website or online forms, including pages visited and time spent. This may be collected through cookies or similar technologies, where permitted by law and subject to your preferences.
Any other information you choose to provide that is relevant to the provision of our services or our relationship with you.
How we collect your data
We may collect personal data in the following ways:
Directly from you when you contact us to request a quote, make a booking, ask a question, respond to a survey, provide feedback or otherwise communicate with us.
During the performance of our services, for example when our staff attend your property or communicate with you to plan and carry out a move or related services.
From publicly available sources where appropriate, for example to verify address details necessary to perform a contract with you.
Automatically when you visit our website, where technical data and cookie data is collected in accordance with your browser settings and applicable law.
Lawful basis for processing
We process your personal data only when we have a lawful basis to do so. Depending on the circumstances, this may include:
Performance of a contract: We process personal data to provide quotes, set up and manage bookings, perform removal and related services, take payment and manage your account. Without this information we may not be able to enter into or fulfil our contract with you.
Legitimate interests: We may 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, responding to enquiries, preventing fraud and maintaining the security of our systems and premises.
Legal obligation: We may process personal data where necessary to comply with our legal obligations, such as tax, accounting and regulatory requirements, or to respond to requests from law enforcement authorities.
Consent: Where required by law, for example for certain types of direct marketing or optional cookies, we will rely on your consent. You can withdraw your consent at any time using the methods described in this Privacy Policy or by contacting us using the details provided to you in our communications.
How we use your personal data
We may use your personal data for the following purposes:
To provide quotes, confirm your requirements and respond to your enquiries.
To enter into and manage our contract with you, including planning and carrying out removals, packing, storage and related services.
To communicate with you about your booking, including confirmations, updates, changes and service related messages.
To manage billing, process payments, issue invoices and handle queries about charges.
To manage our relationship with you, including seeking feedback, handling complaints and providing customer service.
To improve our services, operations and customer experience, including internal training, quality control and statistical analysis carried out in a way that does not identify individuals where possible.
To comply with legal obligations 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 for the purposes described above and in accordance with data protection law. These third parties may act as data processors on our behalf or as separate data controllers.
Typical categories of recipients include:
Service providers who support our business operations, such as IT and cloud hosting providers, payment processors, secure document storage providers and communications platforms.
Professional advisers such as accountants, auditors, legal advisers and insurers, where such sharing is necessary for the services they provide to us.
Regulatory and law enforcement authorities, courts and government bodies where required by law or where necessary to protect our rights or the rights of others.
When we use data processors, they only process your personal data according to our instructions, are bound by confidentiality obligations and must implement appropriate technical and organisational measures to protect your data.
International transfers
Where we use service providers or systems that involve transferring personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses or other lawful transfer mechanisms, to protect your data to a standard essentially equivalent to UK data protection law.
Data retention
We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting or reporting requirements. Retention periods may vary depending on the type of data and our relationship with you, but typically include:
Enquiry data that does not result in a booking is usually retained for a limited period to respond to follow up queries and manage our records.
Contract and service data, including billing and accounting records, are usually retained for a number of years after the end of our relationship with you in order to comply with legal obligations and to be able to respond to any questions or disputes about the services provided.
Technical and usage data from website visits is retained for shorter periods, unless it is required for security, legal or operational reasons.
When data is no longer required, we will delete it, anonymise it or securely destroy it in accordance with our data retention procedures.
How we protect your data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff training and regular review of our procedures. While we strive to protect your personal data, no transmission or storage system can be guaranteed as completely secure.
Your data protection rights
Subject to certain conditions and exemptions set out in data protection law, you have the following rights regarding your personal data:
Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, together with certain information about how we use it.
Right to rectification: You can ask us to correct 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 or where you withdraw consent and there is no other legal basis for processing.
Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, for example while we verify the accuracy of the data or our grounds for processing.
Right to data portability: Where we process your personal data based on consent or contract and using automated means, you may have the right to receive your data in a structured, commonly used and machine readable format and to request that we transmit it to another controller where technically feasible.
Right to object: You can object to our processing of your personal data based on our legitimate interests, including profiling, and we will stop processing unless we can demonstrate compelling legitimate grounds or the processing is required for legal claims.
Right to withdraw consent: Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of any 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 rights have been infringed.
Cookies and similar technologies
Our website may use cookies or similar technologies to improve functionality, analyse website usage and remember your preferences. Where required by law, we will seek your consent before setting non essential cookies. You can usually manage cookies through your browser settings, but disabling cookies may affect the functioning of our website.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or services. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.
