Chelsea Removals Privacy Policy

This Privacy Policy explains how Chelsea Removals collects, uses, stores, and protects personal data relating to our customers and prospective customers. It applies to all individuals using our removal and related services within our service area, including enquiries, quotations, bookings, and follow-up communications.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act. We process personal data lawfully, fairly, and transparently, and we only collect data that is necessary for clearly defined purposes.

Data Controller and Scope

Chelsea Removals is the data controller for all personal data processed in connection with our services. This Privacy Policy applies to all Chelsea Removals customers and potential customers in our operating area, as well as individuals who contact us or whose data we process in the course of providing our services.

By engaging with us, requesting a quote, or using our services, you acknowledge that you have read and understood this Privacy Policy.

Personal Data We Collect

We collect and process different types of personal data depending on your interactions with us and the services you request. This may include:

Identification and contact details such as your name, postal address, property addresses for collection and delivery, and other relevant address details.

Communication details such as communication preferences and records of communications with you, including enquiries, quotations, and customer service messages.

Service and booking details such as details of the services you request, inventory or description of items to be moved where provided, property access information, and preferred dates and times for services.

Payment and billing details such as billing information and transaction records relating to services you purchase from us. We do not store full payment card details; these are processed by secure payment providers where applicable.

Technical and usage data such as information about how you interact with our website or digital communications, including standard log information and browsing behaviour where collected by necessary cookies or similar technologies.

Any other information you choose to provide such as special instructions for the move, feedback, or information submitted in surveys or reviews.

Lawful Bases for Processing

We rely on one or more of the following lawful bases under data protection law when processing your personal data:

Contract: We process your data where it is necessary to enter into or perform a contract with you, such as providing quotations, confirming bookings, delivering removal services, and handling payments.

Legal obligation: We may process your data where necessary to comply with legal obligations, for example record-keeping, tax, and accounting requirements, or responding to lawful requests from public authorities.

Legitimate interests: We may process your data where it is necessary for our legitimate business interests and where your rights do not override those interests. This may include managing our relationship with you, improving our services, preventing fraud, ensuring security, and handling customer enquiries or complaints.

Consent: In limited circumstances, we may rely on your consent, for example for certain types of marketing communications or optional cookies. Where we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide quotations and respond to your enquiries, including assessing your needs and preparing accurate service estimates.

To set up, manage, and fulfil your bookings, including coordinating collection and delivery addresses, timing, and any special requirements.

To process payments and maintain accurate billing and financial records.

To communicate with you about your booking, changes to services, and important information relating to your move.

To manage our relationship with you, including handling feedback, complaints, and post-service follow-up.

To improve our services and operations, including training, quality assurance, and internal analysis of service performance.

To protect our business and our customers, including fraud prevention, security, and the establishment or defence of legal claims.

To comply with legal and regulatory obligations applicable to our activities.

Data Sharing and Processors

We do not sell your personal data. We may share your data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy and where permitted by law.

We may share your personal data with the following types of recipients:

Service delivery partners and subcontractors who assist us in carrying out removal and related services, for example additional vehicles, specialist handling teams, or storage providers where required.

Payment service providers and financial institutions that process payments and help us detect and prevent fraud.

IT and systems providers who host or support our business systems, customer management tools, and communication platforms.

Professional advisers such as accountants, auditors, or legal advisers, where necessary for legitimate business purposes and compliance with legal obligations.

Public authorities or law enforcement, where we are legally required to share data or where it is necessary to protect our rights, property, or safety or that of others.

Where we engage third parties to process personal data on our behalf, they act as data processors. We ensure they are bound by written contracts requiring them to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law.

Data Retention

We retain personal data only for as long as reasonably necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements and to resolve any disputes.

In general, we keep records relating to quotations, bookings, and service delivery for a period aligned with legal limitation periods and statutory record-keeping obligations. Financial and transactional data may be retained for longer where required by tax or accounting rules.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer be associated with you.

International Transfers

Our core operations are based in the United Kingdom. If we transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses, to protect your data in accordance with data protection law.

Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include restricted access to personal data, secure storage practices, and the use of reputable third-party service providers that apply appropriate security controls.

While we take reasonable steps to safeguard your information, no system can be completely secure. You are responsible for keeping any account or booking details confidential and for notifying us promptly if you suspect any unauthorised use of your data in connection with our services.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These include:

Right of access: You can request confirmation as to whether we process your personal data and obtain a copy of that data, along with information about how we use it.

Right to rectification: You can ask us to correct or complete your personal data if it is inaccurate or incomplete.

Right to erasure: You can request that we delete your personal data in certain circumstances, for example where it is no longer necessary for the purposes for which it was collected and we have no legal reason to retain it.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain circumstances, such as while we verify the accuracy of the data or consider an objection you have raised.

Right to object: You can object to our processing of your personal data where we are relying on legitimate interests as our lawful basis, including for some forms of direct marketing.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, and machine-readable format, or transfer it to another controller where technically feasible.

Right to withdraw consent: Where we rely on your consent, you have the right to withdraw it at any time. This will not affect the lawfulness of processing before consent was withdrawn.

You also have the right to lodge a complaint with a data protection supervisory authority if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve your concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. Any significant changes will be indicated by updating the date of the policy and, where appropriate, by notifying you through our usual communication channels.

We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.