Privacy Policy - Acton Removals

Effective date: This Privacy Policy applies to all Acton Removals customers in the area and explains how we collect, use, store, share, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018.

At Acton Removals, we are committed to handling personal information fairly, lawfully, and transparently. We only collect data that is necessary for providing our removal, storage, packing, and related services, and we take appropriate steps to keep that information secure.

1. Who this policy applies to

This policy applies to all customers, prospective customers, and other individuals in the area who interact with Acton Removals, including people requesting quotations, booking services, receiving services, making payments, or communicating with us in relation to a move.

It also applies where we process personal data belonging to landlords, letting agents, businesses, building managers, or other third parties provided to us as part of a removal service.

2. What personal data we collect

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

Identity details: name, title, and, where relevant, business name or organisation.
Contact details: address, email address, and telephone number.
Service details: moving address, delivery address, inventory information, property access notes, dates and times of service, and service preferences.
Payment information: payment status, billing records, and transaction details. We do not store full card details unless necessary and securely processed by a payment provider.
Communication records: emails, messages, call notes, and any information you provide when enquiring about or using our services.
Operational information: vehicle allocation, team scheduling, risk assessment notes, and records related to planning and delivery of services.
Technical data: limited information such as IP address, browser type, and device details where collected through digital systems for security, performance, or audit purposes.
Special category data: we do not usually seek to collect sensitive personal data. However, if you voluntarily disclose such information, for example relating to accessibility needs, we will process it only where necessary and with appropriate safeguards.

We normally collect data directly from you. In some cases, we may receive information from third parties such as agents, employers, family members, landlords, or service partners when they arrange or assist with your move.

3. How we use personal data

We use personal data for the following purposes:

to provide quotations and assess moving requirements;
to arrange, deliver, and manage removal and related services;
to communicate with you before, during, and after a booking;
to process payments and keep financial records;
to manage staff allocation, logistics, and planning;
to handle complaints, claims, or service issues;
to meet legal, accounting, and regulatory obligations;
to protect our business, customers, and personnel from fraud, misuse, or unlawful activity;
to improve our services, systems, and internal operations.

We only use personal data in ways that are compatible with the purpose for which it was collected, unless we have a valid reason and lawful basis to use it differently.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, Acton Removals relies on one or more of the following:

Contract

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

Legal obligation

We may process data to comply with tax, accounting, insurance, health and safety, or other legal requirements.

Legitimate interests

We may process 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 administration, internal record-keeping, security, fraud prevention, and business improvement.

Consent

In limited situations, we may rely on your consent, for example if we need to process optional information that is not required for our services. Where consent is used, you may withdraw it at any time.

If we process special category data, we will do so only where a specific condition under data protection law applies, and where appropriate safeguards are in place.

5. How long we keep data

We retain personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, tax, insurance, or reporting obligations.

Customer and booking records: typically retained for a period necessary to manage the service and resolve any follow-up issues.
Financial records: retained for the period required by law and standard accounting practice.
Claims, complaints, and dispute records: retained for as long as needed to handle the matter and any associated legal requirements.
General correspondence: retained only as long as operationally necessary.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Processors and data sharing

We may share personal data with carefully selected third parties who process information on our behalf. These organisations act as processors and may include:

payment service providers;
IT, cloud storage, and software service providers;
accountants and bookkeeping providers;
insurance providers or claims handlers;
subcontracted removal teams or logistics partners where needed to deliver services;
professional advisers such as lawyers;
regulatory, law enforcement, or public authorities where required by law.

We require processors to handle personal data securely, only on our instructions, and in compliance with data protection law. We do not sell personal data.

Where data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as approved transfer mechanisms or equivalent protections required by law.

7. Data security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and restricted handling of sensitive files.

While we take data security seriously, no system can be guaranteed completely secure. We therefore encourage customers to share only information that is necessary for the service and to notify us if they believe any details may have been compromised.

8. Your rights

Under UK GDPR, you have a number of rights regarding your personal data. These include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain circumstances;
restrict how we use your data in certain situations;
object to processing based on legitimate interests or direct marketing;
data portability in certain cases;
withdraw consent where processing is based on consent;
complain to the relevant data protection authority if you believe your rights have been infringed.

These rights are not absolute and may be subject to legal exceptions. We will assess each request individually and respond within the timeframes required by law.

9. Marketing communications

We may send limited service-related updates where necessary to manage your booking or account. We will only send marketing communications where permitted by law. If you object to marketing, we will stop using your data for that purpose.

You can request that your preferences be updated at any time.

10. Cookies and similar technologies

If we use online systems that rely on cookies or similar technologies, these may be used for security, functionality, and basic analytics. Where required, we will seek consent before placing non-essential cookies and provide information about their use.

11. Children’s data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move and provided by an adult responsible for the booking. In such cases, we will only use the information for the service and in line with this policy.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any revised version will apply from the stated effective date.

By using Acton Removals services, you acknowledge that you have read and understood this Privacy Policy.