Privacy Policy - Sunbury Removals

Sunbury Removals is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information in connection with our removal and related services. It applies to all Sunbury Removals customers in our area, including prospective customers, current customers, and anyone who contacts us for a quote, booking, or support.

This policy is written in line with the UK GDPR and the Data Protection Act 2018. It explains what information we collect, why we collect it, the lawful basis we rely on, how long we keep it, who may process it on our behalf, and the rights you have over your data.

1. Information We Collect

We collect only the information necessary to provide our services effectively and manage our business responsibly. Depending on your interaction with us, we may collect the following categories of personal data:

Identity details such as your name and title.
Contact details such as your address, email address, and phone number.
Service details such as moving dates, property access information, inventory details, and special handling requirements.
Payment and billing details where required for invoicing, payment processing, or accounting purposes.
Communication records including emails, messages, call notes, complaints, and service updates.
Technical information if you interact with our digital systems, such as device type or basic usage data, where relevant to security or performance.

We do not intentionally collect sensitive personal data unless it is necessary to meet a specific request, comply with legal obligations, or protect safety. Where such data is required, we will handle it with additional care and in accordance with applicable law.

2. How We Use Your Information

We use personal data to provide, manage, and improve our services. Typical uses include:

Providing quotes and assessing your moving requirements.
Scheduling and carrying out removal services.
Communicating with you about bookings, updates, or changes.
Managing payments, invoices, and accounting records.
Handling complaints, claims, or service enquiries.
Maintaining records for legal, regulatory, and insurance purposes.
Improving the quality, efficiency, and safety of our services.

We only use your data where we have a valid reason to do so and where that use is fair, necessary, and proportionate.

3. Lawful Basis for Processing

Under GDPR, we must identify a lawful basis for processing your personal data. Depending on the purpose, Sunbury Removals relies on one or more of the following bases:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, completing removals, and processing related payments.

Legal obligation

We may process and retain data where required to comply with legal obligations, such as tax, accounting, insurance, or regulatory requirements.

Legitimate interests

We may process data where it is in our legitimate interests and those interests are not overridden by your rights and freedoms. Examples include service improvement, business administration, fraud prevention, record-keeping, and responding to enquiries or complaints. When we rely on this basis, we assess the impact on your privacy and ensure appropriate safeguards are in place.

Consent

In limited cases, we may rely on your consent, for example where it is required for specific communications or optional services. If we rely on consent, you may withdraw it at any time. Withdrawing consent does not affect processing already carried out lawfully before withdrawal.

4. Sharing and Processors

We may share personal data with trusted third parties only where necessary for the operation of our services or where required by law. These parties act as processors or independent controllers depending on their role.

Examples of processors may include:

IT and cloud service providers that host or secure our business systems.
Payment service providers that process card or electronic payments.
Accounting and bookkeeping providers that help manage financial records.
Communication and administration providers that support email, scheduling, or document storage.
Insurance or claims-related providers where relevant to service protection or resolution of disputes.

We require processors to handle personal data securely, use it only for the services they provide to us, and comply with data protection law. We do not sell personal data.

We may also disclose information where necessary to comply with legal duties, enforce our terms, protect our rights, or prevent fraud or security incidents.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or for as long as required by law. Retention periods vary depending on the type of data and the purpose of processing.

Quotation and enquiry data may be kept for a reasonable period to manage follow-up questions, service improvements, or future bookings.
Customer and transaction records are typically retained for accounting, contractual, and legal purposes.
Complaint or claim records may be retained for a longer period where needed to resolve disputes or meet insurance requirements.
Technical and security logs may be kept for a limited period to protect systems and investigate incidents.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you.

6. Security of Your Data

We take appropriate technical and organisational measures to protect your information against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to personal information on a need-to-know basis.

While we work hard to protect personal data, no system can be guaranteed to be completely secure. If a data incident occurs, we will respond in accordance with our legal obligations.

7. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights apply subject to certain legal conditions and exemptions. They include:

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 ??? in some circumstances, you can ask us to delete your data.
Right to restriction ??? you can ask us to limit how we use your data in certain situations.
Right to data portability ??? where applicable, you can request that we provide your data in a structured, commonly used format.
Right to object ??? you can 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 complain to the relevant data protection authority if you believe your rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the matter promptly.

8. Children???s Data

Our services are intended for adults, and we do not knowingly collect personal data from children except where it is incidental and necessary for providing a service requested by an adult customer. If we become aware that we have collected information that should not be retained, we will take appropriate steps to delete it.

9. 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 needs. Any updates will take effect when published. We encourage customers to review this policy periodically so they remain informed about how we handle personal data.

10. Summary of Our Commitment

Sunbury Removals uses personal data lawfully, fairly, and transparently. We collect only what we need, keep it only as long as necessary, and protect it with appropriate safeguards. We use processors carefully, respect your rights, and remain accountable for the information we handle. Your privacy matters to us, and we are committed to treating your data with care and respect.

Applicable area: This policy applies to all Sunbury Removals customers in area.