This Privacy Policy explains how Sunbury Removals collects, uses, stores and protects personal data about our customers and prospective customers. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all Sunbury Removals customers and enquirers within our service area.
Sunbury Removals provides removals and related services to residential and business customers. In the course of providing these services, we act as a data controller in relation to the personal data that we collect and process about you.
This Privacy Policy applies to all personal data that we process about individuals who contact us, request a quotation, make a booking, use our services, or otherwise interact with Sunbury Removals within our operating area.
We collect and process different categories of personal data depending on how you interact with us. This may include:
Identification and contact details, such as your name, postal address, previous and new addresses, and any other contact information you choose to provide when you make an enquiry or booking.
Service and booking information, such as details of the properties involved in your move, access information, dates and times of your move, inventory or item descriptions relevant to the service, and any special instructions you provide.
Communication records, including information you provide when you contact us by any means, such as notes of calls, messages, or correspondence relating to quotations, bookings, complaints, or feedback.
Payment and billing information, such as records of payments made and billing history. We do not store full payment card details, but may retain limited transaction information necessary for accounting and audit purposes.
Website and usage information, such as basic technical data and usage data when you visit our website, including pages visited and interactions with quote or contact forms, where applicable.
We obtain personal data about you in several ways, including:
Directly from you when you contact us by phone, complete a form on our website, request a quotation, make a booking, or communicate with us about your move or our services.
During the provision of our services when we record operational details required to carry out your removal, such as property access information or updates to your move details.
From third parties where necessary, such as landlords, lettings agents, or other intermediaries involved in arranging your move, but only where they are authorised to share your details with us.
We process your personal data only when we have a valid lawful basis to do so under data protection law. Depending on the circumstances, the lawful basis may be:
Contract. We process your personal data where it is necessary to enter into or perform a contract with you, such as providing removal services, preparing quotations, and managing your booking.
Legal obligation. We may process certain information to comply with legal and regulatory obligations, for example relating to accounting, taxation, insurance, or responding to lawful requests from public authorities.
Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This can include managing our relationship with you, improving our services, handling queries and complaints, and maintaining business records.
Consent. In limited cases, we may rely on your consent, for example where you ask us to keep your details on file for future services or where we send you certain types of optional communications. When we rely on consent, you have the right to withdraw it at any time.
We use the personal data we collect for the following purposes:
To respond to enquiries and provide quotations for our removal services.
To set up, manage, and deliver your booking, including planning routes, resources, and logistics for your move.
To communicate with you about your enquiry or booking, such as confirming details, providing updates, and handling changes or cancellations.
To process payments and maintain accurate financial and accounting records.
To manage our business operations, including planning, service improvement, staff training, and quality control.
To handle complaints, disputes, or claims, and to protect or enforce our legal rights.
To comply with legal and regulatory obligations to which we are subject.
We do not sell your personal data. We may share your personal data with trusted third parties where this is necessary for the purposes set out in this Privacy Policy.
Service providers acting as data processors may process your data on our behalf and under our instructions. These can include providers of IT and system support services, secure data storage, payment processing, accounting or bookkeeping support, and communications tools.
Other third parties acting as independent controllers may receive personal data where necessary, such as insurers, legal or professional advisers, or regulatory bodies, where this is required to protect our rights, comply with a legal obligation, or manage claims.
Whenever we use data processors, we ensure that appropriate contractual and technical safeguards are in place to protect your personal data and to ensure that it is processed only in accordance with our instructions and applicable data protection law.
We keep your personal data only for as long as is reasonably necessary to fulfil the purposes for which it was collected and to meet legal, regulatory, tax, or accounting requirements.
In general, we keep records of moves and related correspondence for a period that allows us to manage our relationship with you, respond to any queries or disputes, and comply with statutory retention periods. After this period, data is securely deleted or anonymised so that it can no longer be associated with you.
The exact retention period may vary depending on the type of data, the nature of our relationship with you, and applicable legal obligations. We regularly review the personal data we hold and delete or anonymise information that is no longer required.
Our primary operations are based in the United Kingdom. If we ever need to transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data, such as using standard contractual clauses or transferring to countries with adequate data protection standards, in line with applicable law.
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures may include restricted access to systems and records, secure storage, staff training, and procedures for handling and responding to any suspected data incidents.
While we take reasonable steps to protect your personal data, no system or transmission can be guaranteed to be completely secure. However, we are committed to acting promptly and transparently in the event of any data protection incident that affects your information, in line with our legal obligations.
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:
The right of access. You can request confirmation of whether we process your personal data and obtain a copy of the information we hold about you.
The right to rectification. You can ask us to correct inaccurate or incomplete personal data that we hold about you.
The right to erasure. In certain circumstances, you may request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no other lawful basis to retain it.
The right to restrict processing. You can ask us to restrict the processing of your personal data in certain situations, for example while we check its accuracy or consider an objection you have raised.
The right to object. You may object to our processing of your personal data where we are relying on legitimate interests as the lawful basis. We will stop processing unless we have compelling legitimate grounds that override your interests or where processing is necessary for legal claims.
The right to data portability. Where processing is based on your consent or on a contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine readable format and to transmit it to another controller.
The right to withdraw consent. Where we rely on your consent, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdraw consent.
You also have the right to lodge a complaint with the relevant supervisory authority if you are concerned about how we handle your personal data.
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any changes will be effective from the date the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
