Privacy Policy - Brompton Removals

This Privacy Policy explains how Brompton Removals collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Brompton Removals customers in our service area, including prospective customers, current customers, and anyone who contacts us about our services. We are committed to processing personal data fairly, transparently, and securely in accordance with the UK GDPR and the Data Protection Act 2018.

By using our services, requesting a quotation, or interacting with us in any way, you acknowledge that your personal data may be processed as described in this Privacy Policy. We only process personal information where we have a valid legal basis and only for lawful, legitimate purposes related to the services we provide.

1. Who We Are

Brompton Removals provides removal and related moving services to customers within our operational area. For the purposes of data protection law, Brompton Removals is the data controller for the personal data we collect and use in connection with our services. This means we determine why and how your personal data is processed.

We take data privacy seriously and aim to ensure that all personal information is handled in a way that respects your rights and complies with applicable laws. This policy applies whether your data is collected directly from you, from a third party acting on your behalf, or from service-related interactions.

2. Data We Collect

We collect only the personal data necessary to provide and manage our services. The types of information we may collect include:

Identity details, such as your name and, where relevant, the names of people connected to the booking.
Contact details, such as address information, telephone numbers, and email addresses.
Service details, such as removal dates, property access information, inventory details, and special handling requirements.
Payment-related information, such as billing and transaction records. We do not retain unnecessary financial details beyond what is required for accounting and record-keeping.
Communication records, including emails, messages, notes from calls, and correspondence relating to quotes, bookings, complaints, and service updates.
Operational information, such as moving requirements, service preferences, and logistics necessary to complete the job.
Website and technical data, if applicable, such as limited device or usage information generated through online forms or digital communication channels.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it, or unless we are required to process it for a legitimate service-related reason and a lawful basis exists. Please avoid sharing sensitive information unless it is essential for your move.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and respond to enquiries.
To arrange, confirm, and deliver removal services.
To manage bookings, schedules, and operational logistics.
To communicate with you about your service, including updates and service changes.
To handle invoicing, payments, and accounting.
To maintain records of services provided.
To deal with complaints, queries, or disputes.
To comply with legal, regulatory, tax, and insurance obligations.
To improve our services, processes, and customer experience.

We only use your data where the purpose is appropriate, proportionate, and compatible with the reason the data was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of your personal data. Depending on the situation, Brompton Removals relies on one or more of the following lawful bases:

a. Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations at your request, managing bookings, completing removal services, and processing related payments.

b. 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 managing our operations, keeping service records, improving service delivery, preventing fraud, and responding to customer issues.

c. Legal Obligation

We process some data where we are required to do so by law. This may include tax, accounting, insurance, and regulatory requirements.

d. Consent

In limited situations, we may rely on your consent, for example where you choose to provide optional information or agree to certain types of communication. Where consent is used as the lawful basis, you may withdraw it at any time.

We do not rely on consent where another lawful basis is more appropriate.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where this is necessary to provide our services, meet legal obligations, or support our business operations. These third parties act either as processors or, in some cases, as independent controllers.

Our processors may include:

IT and software providers, who help us store, manage, and secure data.
Accounting and bookkeeping providers, who support financial administration and record keeping.
Payment service providers, who process transactions securely.
Communication and email service providers, who enable us to communicate with customers.
Operational service providers, where necessary to support bookings, logistics, or administration.
Professional advisers, such as insurers, lawyers, or auditors, where required.

We only engage processors who provide sufficient guarantees regarding data protection, confidentiality, and security. These processors are only permitted to use your data on our instructions and for the agreed purposes. We do not sell your personal data.

We may also disclose information if required to comply with a legal obligation, enforce our rights, protect our business, or prevent unlawful activity.

6. International Transfers

If any processor stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protective measures required by law.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, and contractual obligations.

Retention periods may vary depending on the type of data and the reason for processing. In general:

Quotation and enquiry records may be retained for a limited period to help manage follow-up and service administration.
Customer and booking records are retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax-related records are retained for the period required by law.
Complaint, incident, or dispute records may be kept longer where needed to resolve claims or legal matters.

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

8. Data Security

We take 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 our processes.

Although we take reasonable steps to protect your data, no system can be completely secure. If a personal data breach occurs and it is likely to pose a risk to your rights and freedoms, we will act in line with our legal obligations.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing.

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – you can request deletion of your data in certain situations.
Right to restriction – you can ask us to limit how we use your data in certain cases.
Right to data portability – you can request transfer of certain data to you or another provider.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data protection rights have been infringed. We would encourage you to raise any concern with us first so we can try to resolve it promptly.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a family household move and provided by an adult responsible for the booking. If we become aware that we have collected data improperly, we will take appropriate steps to delete or safeguard it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or operational practices. Any revised version will apply from the date it is published. We encourage you to review this policy periodically so you remain informed about how your data is handled.

12. Summary of Our Commitment

Brompton Removals is committed to protecting personal data and using it responsibly. We collect only what we need, use it for lawful and legitimate purposes, retain it only as long as necessary, and work with trusted processors who are bound by data protection obligations. We also respect your rights and aim to be clear and transparent about our practices at all times.

Privacy and trust are central to the way we operate. By maintaining strong safeguards and lawful processing standards, we aim to provide a service that is both efficient and respectful of your personal information.