Privacy Policy - Brompton Removals

Last updated: This Privacy Policy explains how Brompton Removals collects, uses, stores, shares, and protects personal data. It applies to all Brompton Removals customers in the area, including people who enquire about, book, receive, or pay for our removal services.

1. Who we are

Brompton Removals is a removals service provider that processes personal data in order to manage quotations, bookings, moves, customer support, and related operational activities. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

2. Personal data we collect

We collect only the personal data needed to deliver our services and manage our business responsibly. Depending on your interactions with us, we may collect the following categories of information:

Identity details such as your name and, where relevant, the name of your business or household contact.
Contact details such as address, telephone number, and email address.
Service information such as move dates, property access details, inventory lists, item descriptions, special handling instructions, and any notes needed to complete the removal safely.
Booking and payment information such as service history, invoices, payment status, and transaction records. We do not store full card details where payment is processed securely by a payment provider.
Communications such as emails, phone call notes, messages, complaints, feedback, and other correspondence.
Technical information if you interact with digital systems used to manage enquiries, such as device data, log data, and usage records.
Special category data only where strictly necessary and usually only if you voluntarily provide information that affects the move, such as accessibility requirements or health-related access needs.

We do not intentionally collect more data than required. Where special category data is involved, we take additional care and limit its use to what is necessary for the service.

3. How we collect your data

We may collect personal data directly from you when you request a quote, make a booking, communicate with us, complete forms, or make a payment. We may also receive data from third parties such as property managers, landlords, estate agents, commercial clients, or payment service providers where this is necessary for the provision of the service or administration of the contract.

In some cases, customers may provide information about other individuals, such as household members, assistants, or business contacts. If you provide another person’s personal data, you should ensure that you have the right to share it with us and that they are aware of this Privacy Policy where appropriate.

4. Lawful basis for processing

We process personal data only when we have a lawful basis to do so. Depending on the activity, the lawful bases we rely on are:

Contract — to provide quotations, manage bookings, perform removal services, process payments, and fulfil our obligations to you.
Legal obligation — to comply with tax, accounting, insurance, and other regulatory requirements.
Legitimate interests — to run and improve our business, manage enquiries, prevent fraud, resolve complaints, maintain records, and protect our property, staff, and customers, provided that these interests do not override your rights and freedoms.
Consent — where required, for example for certain optional communications or where sensitive information is supplied and consent is the appropriate basis.
Vital interests — in rare situations where processing is necessary to protect someone’s life or physical safety.

Where we rely on legitimate interests, we assess the impact on your privacy and only process data where the balance is appropriate. If we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. How we use your data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To plan and carry out removals efficiently and safely.
To communicate with you about your booking, arrival times, changes, and related updates.
To issue invoices, record payments, and maintain financial records.
To manage complaints, claims, and customer support requests.
To improve our services, training, and operational procedures.
To protect against fraud, misuse, and security risks.
To comply with legal and regulatory duties.

We will not use your data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so and you are informed where required.

6. Sharing your data and processors

We may share personal data with trusted third parties who act as processors or, in some cases, independent controllers. These parties are only used where necessary and are subject to appropriate contractual and security protections. Processors may include:

IT and software providers that host booking, email, storage, or business management systems.
Payment processors that handle secure card or electronic payments.
Accountants and bookkeeping providers who assist with financial administration and tax compliance.
Insurance providers and claims handlers where required to manage incidents or claims.
Legal and professional advisers where necessary for advice, dispute resolution, or compliance.
Subcontractors or specialist service providers involved in completing a move, where needed for service delivery.

We may also disclose data to public authorities, regulators, or law enforcement where required by law. Where data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections.

7. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, and operational reasons. Retention periods may vary depending on the type of information and the reason it was collected.

Customer and booking records are generally retained for the duration of the service relationship and for a further period where needed for administration, tax, or dispute handling.
Financial records are kept for the period required by law and standard accounting practice.
Complaints and claims data may be retained until the matter is fully resolved and for a reasonable period afterwards to defend legal rights.
General enquiry records are usually retained for a limited period unless they become part of a booking or legal record.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

8. Data security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff training, confidentiality obligations, and regular review of our procedures. However, no system is completely secure, and we cannot guarantee absolute protection.

9. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may not apply in every case, but we will always assess your request carefully. Your rights include:

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 how we process your data in some situations.
Right to object — to object to processing based on legitimate interests or direct marketing.
Right to data portability — to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent — where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your rights have been infringed.

10. Automated decision-making

We do not use personal data for automated decision-making that produces legal or similarly significant effects on you, unless we clearly inform you and the law allows it. If this changes in the future, we will update this policy and explain the safeguards involved.

11. Changes to this policy

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

Summary of our commitment

Brompton Removals is committed to respecting privacy, limiting data use to what is necessary, and protecting customer information throughout the removals process. We process data lawfully, retain it only as long as needed, and ensure our processors are chosen carefully and managed responsibly. This policy applies to all Brompton Removals customers in the area.