Privacy Policy - Brixton Removals

Brixton Removals is committed to protecting the privacy and personal data of everyone who uses our services. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Brixton Removals customers in the area, including private individuals, landlords, tenants, and businesses that engage our removal services.

1. Who We Are

Brixton Removals provides removal, packing, transport, and related moving services. In the course of delivering these services, we may process personal data relating to customers, property contacts, building managers, and other individuals connected to a move. We act as a data controller for the personal data we determine the purposes and means of processing.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing our business, and meeting legal obligations. The types of information we may collect include:

Identity details such as name, title, and any relevant identification needed for access or verification.
Contact details such as address, telephone number, and email address.
Service information including move dates, property details, access requirements, inventory lists, and special instructions.
Billing and payment information such as invoice details, payment status, and transaction records.
Communication records including emails, notes from calls, complaints, and messages related to service delivery.
Technical information where relevant, such as basic website usage data, device information, or security logs.
Special category data only where strictly necessary and where you have provided it voluntarily, for example if health-related access needs must be considered for a move.

We do not intentionally collect more information than is required. We will never ask for unnecessary personal data and we aim to keep all information accurate and up to date.

3. How We Collect Data

We may collect personal data directly from you when you request a quote, book a service, complete forms, communicate with us, or provide instructions relating to your move. We may also receive data from third parties where necessary to deliver the service, such as property managers, landlords, tenants, estate agents, or payment providers. In some cases, we may collect data from publicly available sources if this is needed to verify details relevant to the service.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the type of information and the purpose of processing, we rely on the following lawful bases:

Contract: processing is necessary to provide a quote, book a move, perform removal services, issue invoices, and manage customer accounts.
Legal obligation: processing is necessary to comply with tax, accounting, insurance, and record-keeping requirements.
Legitimate interests: processing is necessary for the ordinary operation of our business, service improvement, fraud prevention, security, and handling customer enquiries, provided your rights do not override those interests.
Consent: where required, such as for certain marketing communications or the processing of any optional sensitive information you choose to share.

Where we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

5. How We Use Personal Data

We use personal data to carry out our business and provide a reliable service. This may include:

Preparing quotations and estimates.
Managing bookings, schedules, and access arrangements.
Carrying out removal and related services.
Communicating with customers and resolving service issues.
Processing payments and maintaining financial records.
Complying with legal, regulatory, and insurance obligations.
Improving our services and internal processes.
Protecting against fraud, misuse, and security incidents.

We only use your personal data for the purposes for which it was collected unless we reasonably determine that it is compatible with the original purpose or that another lawful basis applies. This means your information is not used in ways that are unexpected or unfair.

6. Data Sharing and Processors

We may share personal data with trusted third parties who help us run our business and deliver services. These parties act as processors or, in some cases, independent controllers. We require processors to handle personal data securely, lawfully, and only on our instructions.

Examples of processors and service providers may include:

IT and cloud service providers for data storage, communication systems, and business administration.
Payment processors for handling card or transfer payments.
Accounting and bookkeeping providers for invoicing, tax, and financial record management.
Insurance providers and claims handlers when necessary to manage incidents or claims.
Professional advisers such as legal or audit professionals where required.
Subcontracted service partners involved in the delivery of removal services, packing, storage, or transport.

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

7. International Transfers

If any of our processors store or access data outside the UK, we will ensure appropriate safeguards are in place to protect your personal data. These may include adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms. We take all reasonable steps to ensure that your information remains protected to a standard consistent with UK GDPR.

8. Data Retention

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

Quotation and booking records may be retained for an appropriate business period to manage service history and enquiries.
Financial and tax records are typically retained for the period required by law.
Complaints, claims, and incident records may be retained for longer where needed to defend legal claims or comply with insurance requirements.
Marketing preferences are kept until you opt out or until they are no longer needed.

When data is no longer required, we securely delete or anonymise it. We do not keep personal data indefinitely without a valid reason.

9. Data Security

We apply appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of internal procedures. While no system can be guaranteed to be completely secure, we work hard to ensure your information is handled safely and responsibly.

10. Your Rights Under GDPR

As a data subject, you have a number of rights under data protection law. Subject to certain conditions and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete data.
Erase your data in certain circumstances.
Restrict how we process your data in certain situations.
Object to processing based on legitimate interests or for direct marketing.
Data portability for information you provided to us where the legal requirements are met.
Withdraw consent at any time where processing is based on consent.

You also have the right to complain to the relevant data protection authority if you believe your personal data has been handled unlawfully. We encourage you to raise any concern with us first so we can try to resolve it promptly and fairly.

How We Handle Rights Requests

When you exercise your rights, we may need to verify your identity to protect your information. We will respond within the statutory timeframes and may extend the period where a request is complex or multiple requests are made. If we cannot comply with a request in full, we will explain the reasons where permitted by law.

11. Marketing Communications

We may send you service-related messages necessary for the performance of our contract, such as appointment updates, confirmations, or operational notifications. We will only send promotional communications where permitted by law and, if required, where you have given consent. You may opt out of marketing at any time, and we will respect your choice.

12. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to a move and provided by an adult responsible for the booking. If we become aware that we have collected information from a child without appropriate authorisation, we will take reasonable steps to delete it.

13. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updates will take effect when published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we protect personal data.

14. Summary of Our Commitment

Brixton Removals treats your personal data with care, confidentiality, and respect. We collect only what we need, process it fairly and lawfully, keep it secure, and retain it only for as long as necessary. We also ensure that all processors are carefully selected and contractually required to protect your information.

Your privacy matters to us. By using our services, you can be confident that your personal data is handled in line with GDPR principles of lawfulness, fairness, transparency, purpose limitation, data minimisation, accuracy, storage limitation, integrity, and accountability.