Privacy Policy - Removal Company Bow

This Privacy Policy explains how Removal Company Bow collects, uses, stores, shares, and protects personal data when providing removal, packing, storage, and related services. It applies to all Removal Company Bow customers in area, including private individuals, tenants, landlords, estate agents, and business customers who use our services within our operating area.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, who processes it on our behalf, and what rights you have over your data.

1. Information We Collect

We collect only the data needed to provide our services safely and efficiently. Depending on your relationship with us, we may collect the following categories of personal data:

Identity details: your name, title, and, where relevant, business name.
Contact details: address, email address, and telephone number.
Service information: details about your move, property access, inventory, delivery instructions, and service preferences.
Payment information: billing details, transaction records, and payment confirmations.
Communication data: emails, messages, call notes, complaints, and feedback.
Technical data: limited website or device information if you contact us through digital channels, such as IP address or browser type, where collected.
Special category data: we do not intentionally collect sensitive personal data unless you choose to share it and it is necessary for a specific service request, such as access needs or health-related delivery instructions.

We do not collect more information than is reasonably necessary for the provision and management of our services.

2. How We Use Your Personal Data

We use personal data for the following purposes:

to provide removal, packing, storage, and associated services;
to plan and manage collections, deliveries, and property access;
to communicate with you about quotes, bookings, schedules, and service updates;
to process payments, refunds, and invoices;
to manage customer support, complaints, and claims;
to keep appropriate business and accounting records;
to maintain security, prevent fraud, and protect our operations;
to comply with legal obligations, including tax, insurance, and regulatory requirements.

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and we have a lawful basis to do so.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on one or more of the following:

Contract

We process your data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, confirming bookings, carrying out removals, issuing invoices, and arranging delivery instructions.

Legal Obligation

We may process data to comply with legal obligations, such as maintaining accounting records, responding to lawful requests, and meeting insurance or tax requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where your rights do not override those interests. This may include managing our business, preventing fraud, improving customer service, securing our systems, and resolving disputes. We always assess whether our interests are proportionate and whether the impact on your privacy is limited.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide information that is not needed to perform our services. Where consent is used, you have the right to withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our services. These parties act as processors on our behalf and are only permitted to process your data under our instructions and for the agreed purpose.

Payment providers: to handle card and electronic payments.
IT and cloud service providers: to host, store, and secure business records and communications.
Accounting and bookkeeping providers: to support invoicing, tax, and financial reporting.
Customer management and scheduling tools: to organise bookings and service communications.
Insurance providers and claims handlers: where needed to manage incidents or compensation matters.
Professional advisers: such as legal or financial advisers, where necessary.

We may also disclose data where required by law, by a court order, or to protect the rights, property, or safety of our business, customers, or others. We do not sell your personal data.

5. International Transfers

If any processor stores or accesses data outside the United Kingdom, we ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. We take reasonable steps to ensure that your data remains protected to a standard consistent with UK data protection law.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including for legal, accounting, and reporting requirements. Retention periods vary depending on the type of information and our obligations.

Customer service and booking records: kept for the duration of the service relationship and for a reasonable period afterwards.
Invoices and financial records: kept for the period required by tax and accounting laws.
Complaints, claims, and dispute records: kept for as long as needed to resolve the matter and defend legal rights.
Consent-based information: kept until consent is withdrawn or it is no longer needed.

When data is no longer required, it is securely deleted, anonymised, or destroyed in line with our internal retention procedures.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and restricted access to sensitive information. While no system is completely risk-free, we take the protection of your data seriously and review our safeguards regularly.

8. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the legal basis for processing and the circumstances of your request.

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

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits set by law.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary in the context of a household move and only with the involvement of a parent or guardian. If we become aware that we have collected data improperly, we will take appropriate steps to delete it.

10. Cookies and Similar Technologies

If you interact with our digital services, we may use basic cookies or similar technologies to support functionality, security, and performance. Where consent is required, we will request it in accordance with applicable law. Any non-essential technologies will only be used when lawful to do so.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational requirements. The latest version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically so that you remain informed about how we handle your information.

12. Summary of Our Commitment

We process personal data responsibly, transparently, and only where we have a lawful basis. We limit collection to what is necessary, use trusted processors under appropriate contracts, retain records for only as long as needed, and respect your rights under data protection law. This policy applies to all Removal Company Bow customers in area and is intended to ensure that your personal information is treated with care and respect.