Privacy Policy - Canarywharf Removals

This Privacy Policy explains how Canarywharf Removals collects, uses, stores, shares, and protects personal data in connection with our removals and related services. It applies to all Canarywharf Removals customers in the area, including prospective customers, current customers, and anyone who interacts with us in relation to an enquiry, booking, quotation, survey, collection, delivery, or aftercare service.

We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only process personal data where we have a valid lawful basis and only for specified, explicit, and legitimate purposes.

1. Information We Collect

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

Identity details such as your name, title, and company name if applicable.
Contact details such as postal address, email address, and telephone number.
Service details including moving dates, inventory information, access requirements, property type, and service preferences.
Billing and payment information such as invoice details, payment status, and limited transaction records.
Communication records including emails, text messages, notes from calls, and customer service interactions.
Property and logistical information relevant to planning and carrying out a move, such as floor level, parking restrictions, lift access, or storage needs.
Technical data where applicable, such as device information, IP address, or cookies when you interact with our digital services.
Complaints and claims data if you raise concerns, report damage, or submit a service complaint.

We normally collect personal data directly from you, but we may also receive information from third parties where necessary for providing our services, such as estate agents, landlords, solicitors, property managers, insurers, or referral partners.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and respond to enquiries;
to plan, schedule, and carry out removals, deliveries, collections, and related services;
to confirm booking details and service instructions;
to communicate with you about your move;
to issue invoices, process payments, and manage accounts;
to handle complaints, claims, and service issues;
to maintain business records and meet legal obligations;
to improve our services, quality controls, and operational efficiency;
to detect and prevent fraud, misuse, or security incidents;
to comply with insurance, tax, and regulatory requirements.

We will only use your personal data for the purpose for which it was collected unless we reasonably consider that we need to use it for another compatible purpose and that use is permitted by law.

3. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, carrying out removals, and managing payments and service delivery.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service improvement, internal administration, business development, fraud prevention, and maintaining secure records.

Legal Obligation

We may process personal data where this is necessary to comply with a legal obligation, such as accounting, tax, insurance, dispute resolution, or responding to lawful requests from authorities.

Consent

In limited cases, we may rely on your consent, for example for certain optional marketing communications or cookies where required. Where consent is used, you may withdraw it at any time.

4. Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers depending on the service they provide. These parties only process personal data on our instructions or where they have their own lawful basis.

Examples of processors and recipients may include:

IT and hosting providers that support our systems, data storage, email services, and website infrastructure;
payment service providers that process transactions securely;
accountants and bookkeeping providers who assist with financial administration;
customer relationship and administrative tools used for quotations, booking management, and record keeping;
surveying, storage, or logistics partners where required to fulfil a service;
insurers, loss adjusters, or claims handlers where necessary to address incidents or claims;
professional advisers such as lawyers or compliance consultants;
public authorities where disclosure is required by law or necessary for legal proceedings.

We require all processors to apply appropriate security measures and to process personal data only in accordance with our instructions and applicable data protection law. We do not sell your personal data.

5. International Transfers

If any of our processors or service providers store or access data outside the UK, we will ensure that appropriate safeguards are in place. These may include an adequacy decision, standard contractual clauses, or another lawful transfer mechanism recognised under data protection law.

6. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of information and the context in which it was collected.

In general:

quotation and booking records may be retained for a reasonable period to support administration and customer service;
invoice, payment, and tax records are retained for the period required by law;
complaints, claims, and dispute records may be retained longer where needed to defend or establish legal claims;
marketing preferences are retained until you withdraw consent or object, where applicable.

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

7. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff training, confidentiality obligations, and regular review of our procedures.

Although we work hard to protect your data, no system can be guaranteed to be completely secure. If a personal data breach occurs, we will respond in accordance with legal requirements and, where required, notify affected individuals and the relevant supervisory authority.

8. Your Rights

Subject to certain conditions and exemptions under data protection law, you have the following rights:

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 data;
Right to erasure – to request deletion of your data in certain circumstances;
Right to restriction – to ask us to limit processing in specific situations;
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 to direct marketing;
Right to withdraw consent – where processing is based on consent;
Right to complain – to raise a concern with the UK data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a request. We aim to respond within the time limits required by law and will keep you informed if a request is complex or involves multiple records.

9. Cookies and Similar Technologies

Where we use websites or digital tools, we may use cookies or similar technologies to support functionality, improve performance, and understand usage patterns. Where required, we will seek your consent before placing non-essential cookies. You can adjust browser settings to limit cookies, although some features may not function properly.

10. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is incidentally provided in connection with a household move and only where necessary for service delivery. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or our services. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is used.

12. Summary of Our Commitment

Canarywharf Removals is committed to processing personal data lawfully, fairly, and transparently. We collect only the information needed to provide and manage our removals services, we retain it only for as long as necessary, and we share it only with trusted processors or other recipients where appropriate and lawful. We also respect your rights and will take steps to help you exercise them in line with applicable data protection law.

This policy applies to all Canarywharf Removals customers in the area.