Privacy Policy - Highbury Removals

Highbury Removals is committed to protecting the privacy and personal data of our customers, prospective customers, suppliers, and other individuals whose information we handle. This Privacy Policy explains how we collect, use, store, share, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy applies to all Highbury Removals customers in the area, including anyone who uses our removal, storage, packing, delivery, and related services. By engaging with our services, you acknowledge the practices described in this policy.

1. Who We Are

Highbury Removals acts as a data controller for the personal data we collect and process in connection with our services. This means we decide why and how your personal data is used. In some cases, we may also use third-party service providers who process data on our behalf as data processors.

We are committed to processing personal data fairly, lawfully, and transparently. We only collect information that is relevant, necessary, and proportionate to provide our services effectively and lawfully.

2. Information We Collect

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

• Identity information such as your name, title, and business name where applicable;
• Contact information such as address, telephone number, email address, and delivery or collection details;
• Service information such as move dates, property access details, inventory lists, packing requirements, and special instructions;
• Payment information such as billing details, transaction records, and payment confirmation, although full card details are usually handled by secure payment providers;
• Communication records including emails, telephone notes, messages, quotations, complaints, and service feedback;
• Technical information where relevant, such as IP address or device information if provided through digital systems used for service administration;
• Special category data only where absolutely necessary and with additional safeguards, for example if you voluntarily provide information relating to disability, medical access needs, or other sensitive requirements to support your move.

We aim to keep the personal data we hold accurate and up to date. If any of your details change, you should let us know so we can make the necessary updates.

3. How We Collect Your Data

We collect personal data directly from you when you request a quote, make a booking, complete forms, communicate with us, or use our services. We may also receive information from:

• estate agents, solicitors, landlords, or property managers where necessary to coordinate a move;
• payment service providers;
• storage or logistics partners involved in delivering our services;
• publicly available sources where needed to verify business or property details.

We only collect data from other sources when there is a valid reason to do so and when it is appropriate under data protection law.

4. Why We Use Your Personal Data

We process your personal data for the following purposes:

• to provide quotations and assess service requirements;
• to arrange, manage, and complete removal and related services;
• to communicate with you about bookings, timings, access, and service updates;
• to process payments, invoices, and accounting records;
• to manage complaints, claims, and customer support;
• to maintain internal records and service history;
• to meet legal, regulatory, tax, and insurance obligations;
• to improve our services, operations, and customer experience;
• to prevent fraud, misuse, and security incidents.

We do not sell your personal data. Any use of your data is limited to legitimate business purposes and legal requirements.

5. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Highbury Removals relies on the following lawful bases:

Contract

We process personal data where it is necessary for the performance of a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, managing bookings, carrying out removals, and issuing invoices.

Legal Obligation

We process data where necessary to comply with legal obligations, such as accounting, taxation, insurance, record-keeping, and compliance with lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This may include service improvement, operational management, fraud prevention, internal administration, and handling customer queries.

Consent

Where required, we rely on consent, particularly for optional processing or any special category data that you choose to provide. If we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing already carried out.

6. How We Share Personal Data

We may share your personal data with carefully selected third parties when necessary to provide our services or comply with the law. These may include:

• payment processors;
• IT and software providers;
• storage, transport, and logistics partners;
• accountants, insurers, legal advisers, and claims handlers;
• regulatory authorities, law enforcement, or courts where legally required.

All third parties are required to handle personal data securely and only in accordance with our instructions or their own legal duties. We take steps to ensure appropriate contractual protections are in place where personal data is processed by others on our behalf.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, insurance, and reporting requirements. Retention periods may vary depending on the type of data and the reason we hold it.

In general, we may retain:

• booking and service records for a period necessary to manage aftercare, disputes, and operational history;
• financial and tax records for the period required by law;
• complaint and claims information for as long as needed to resolve and defend legal issues;
• consent-based records until consent is withdrawn or the data is no longer needed.

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

8. Processors and Security

Where we use external service providers to process personal data on our behalf, those providers act as processors. They may support us with customer administration, secure storage, email systems, accounting tools, payment services, or IT support.

We choose processors carefully and require them to implement appropriate technical and organisational security measures. These may include access controls, encryption, staff confidentiality obligations, backup systems, and secure deletion procedures.

Although we take reasonable steps to protect your data, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we work continuously to reduce risk and protect information against unauthorised access, alteration, disclosure, or destruction.

9. International Transfers

Where personal data is transferred outside the UK, we will ensure suitable safeguards are in place in accordance with applicable data protection law. This may include the use of approved contractual protections or transfers to countries deemed to offer adequate protection.

10. Your Rights

As a data subject, you have a number of rights under data protection law. These may include:

• the right to be informed about how your data is used;
• the right of access to obtain a copy of the personal data we hold about you;
• the right to rectification to correct inaccurate or incomplete data;
• the right to erasure in certain circumstances, also known as the right to be forgotten;
• the right to restrict processing in certain situations;
• the right to data portability for data processed by automated means based on consent or contract;
• the right to object to processing based on legitimate interests or direct marketing;
• rights related to automated decision-making, where applicable.

If you wish to exercise any of these rights, we will respond in accordance with applicable law. Some rights may be subject to legal exceptions or limitations.

11. Marketing Preferences

We may send service-related communications necessary for administering your booking or contract. We will only send marketing communications where permitted by law and, where required, with your consent. You can object to direct marketing at any time.

12. Complaints and Supervisory Authority

If you have concerns about how we use your personal data, you should first raise the matter through our normal customer service process. We will take your concerns seriously and aim to resolve them promptly and fairly.

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

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, our services, or our data processing practices. Any updated version will apply from the date it is published or otherwise communicated.

We recommend reviewing this policy periodically to stay informed about how we protect your personal data.

14. Summary of Our Commitment

Highbury Removals will only collect and process personal data where it is lawful, necessary, and proportionate. We aim to keep data accurate, secure, and no longer than needed. We use trusted processors, respect your rights, and apply appropriate safeguards to protect all personal information handled in connection with our services.

This Privacy Policy is intended to be clear, fair, and compliant with applicable data protection law, and it applies to all Highbury Removals customers in the area.