Privacy Policy - Brixton Removals

This Privacy Policy explains how Brixton Removals collects, uses, stores, shares, and protects personal data when providing removal, storage, and related services. It applies to all Brixton Removals customers in area, including individuals, households, landlords, tenants, and business customers who use our services. We are committed to processing personal data in accordance with the UK GDPR and the Data Protection Act 2018, and to handling information in a fair, lawful, transparent, and secure manner.

1. Scope of this Policy

This Policy applies when you request a quote, make a booking, communicate with us, receive services, or otherwise interact with Brixton Removals. It also applies when we process data on behalf of customers in connection with moves, packing, dismantling, storage, delivery, and related logistical support. We only collect and use personal data where we have a valid lawful basis and where it is necessary for the purpose stated.

2. Data We Collect

We may collect and process the following categories of personal data:

Identity details such as name, title, and, where relevant, company name.
Contact details such as postal address, email address, and telephone number.
Service information including property access details, inventory notes, moving dates, special handling instructions, and delivery preferences.
Payment and billing information such as invoice details, transaction records, and payment status.
Communication records including messages, booking notes, complaints, and service-related correspondence.
Technical data such as basic website or device information if you use digital channels to request services.
Special categories of data only where necessary and with appropriate safeguards, for example if a customer voluntarily shares information about access needs, health-related movement restrictions, or other relevant support requirements. We do not seek such information unless it is needed to deliver the service safely and properly.

We generally collect data directly from you, but we may also receive information from third parties where this is necessary for the performance of a service, such as agents, landlords, employers, insurers, or another person acting on your behalf.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and assess service requirements.
To arrange, manage, and deliver removal or storage services.
To communicate with you about bookings, schedules, access, and service changes.
To issue invoices, process payments, and maintain accounting records.
To handle customer service enquiries, complaints, and claims.
To comply with legal obligations, including tax and accounting requirements.
To protect our business, staff, customers, and property, including fraud prevention and insurance administration.
To improve our services, train staff, and maintain operational records.

We will not use your personal data for purposes that are incompatible with those listed above unless we have a lawful basis to do so and, where required, your consent.

4. Lawful Basis for Processing

Under data protection law, we rely on one or more of the following lawful bases:

Contract – where processing is necessary to enter into or perform a contract with you, such as arranging a move or storage service.
Legal obligation – where we must process data to comply with law, including financial, tax, accounting, and regulatory obligations.
Legitimate interests – where processing is necessary for our legitimate business interests or those of a third party, provided your rights and freedoms do not override those interests. This may include operational management, record keeping, service improvement, security, and defending legal claims.
Consent – where we ask for your permission, for example for optional marketing communications or certain types of sensitive information processing when required.

Where we rely on legitimate interests, we ensure that the processing is proportionate, relevant, and limited to what is necessary. Where we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing before withdrawal.

5. Sharing Data and Processors

We may share personal data with third parties who help us deliver our services. These parties act as processors or, in some cases, independent controllers. We only share data where necessary and under appropriate safeguards. Processors may include:

Payment service providers.
Accounting and bookkeeping service providers.
IT hosting, cloud storage, and software providers.
Customer relationship and communication systems.
Insurance providers, surveyors, or claims handlers where required.
Subcontracted removal teams, packing support providers, or storage partners acting under our instructions.

All processors are required to handle personal data securely, to process it only on our documented instructions, and to take appropriate technical and organisational measures to protect it. We do not sell your personal data.

We may also disclose information where required by law, court order, regulatory request, or to establish, exercise, or defend legal rights. If our business is sold, merged, or restructured, personal data may be transferred as part of that transaction, subject to appropriate confidentiality and legal protections.

6. Retention of Personal Data

We retain personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, and reporting obligations. Retention periods may vary depending on the type of data and the service provided.

Typical retention approach

Quotation and booking records: retained for a reasonable period to manage service history, disputes, and follow-up.
Invoice, payment, and tax records: retained for the period required by law.
Communication and complaint records: retained as long as needed to resolve issues and protect legal interests.
Insurance and claims records: retained for the duration necessary to manage claims and related obligations.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices and legal obligations.

7. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, role-based permissions, secure storage, staff training, and careful selection of service providers. While no system can be guaranteed to be entirely secure, we take data protection seriously and continually review our controls.

8. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal protections. We will only transfer data where necessary and where the receiving party can provide a suitable level of protection.

9. Your Rights

Depending on the circumstances and applicable law, you may have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to ask us to delete your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to object – to 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 raise concerns about how your data is handled. If you believe your data protection rights have been infringed, you may lodge a complaint with the relevant supervisory authority in the UK. We encourage you to raise any concerns with us first so we can attempt to resolve the issue promptly and fairly.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or another lawful service arrangement. Where children’s data is involved, we process it only to the extent necessary and with appropriate care.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any revised version will apply from the date it is made available. We recommend reviewing it periodically to stay informed about how we protect personal data.

12. Summary of Our Commitments

Brixton Removals is committed to processing personal data lawfully, fairly, and transparently. We collect only the information needed to deliver services, rely on appropriate lawful bases, share data only with trusted processors or where required by law, retain data for no longer than necessary, and respect your rights under data protection law. Our approach is designed to protect the privacy and confidence of all customers in area while supporting safe, efficient, and reliable service delivery.

This policy is intended to provide clear information about our privacy practices and should be read alongside any service terms that apply to your booking or contract.