Merton Removals Privacy Policy

This Privacy Policy explains how Merton Removals collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Merton Removals customers and service users in our operating area, including anyone who contacts us to request a quote, make a booking, or otherwise use our services.

We are committed to handling your information lawfully, fairly and transparently, and to complying with the UK General Data Protection Regulation GDPR and all applicable data protection legislation.

Who We Are and Scope of This Policy

Merton Removals is a removals and related services provider operating within our local area and surrounding regions. For the purposes of data protection laws, we act as the data controller for the personal data we collect about you in connection with providing our services.

This Privacy Policy applies whenever you interact with us as a consumer or business customer, including when you contact us, request a quotation, make a booking, sign a contract, use our removal or storage services, or communicate with us in relation to those services.

Personal Data We Collect

The type of personal data we collect depends on your relationship with us and how you use our services. We may collect and process the following categories of data:

Identification and contact details such as name, postal address, property addresses for collection and delivery, and other contact details you choose to provide. Transaction and booking information such as details of the services requested, dates and times of moves, inventories related to your move where necessary, prices, payments, and billing details that do not directly include payment card numbers. Communication records such as emails, messages and notes from telephone conversations relating to quotations, bookings, complaints, feedback, and general enquiries. Service usage data such as information about how you interact with our website or online forms, and any preferences you communicate to us in the course of arranging services. Legal and compliance information such as records required for tax, accounting and regulatory purposes, and information required to resolve disputes or legal claims.

How We Collect Your Personal Data

We may collect personal data directly from you when you contact us by phone, post, online forms, or other communication methods, when you request a quotation or make a booking, when you sign contracts or other documentation, or when you give feedback or lodge a complaint.

We may also receive data about you from third parties where this is necessary to perform a contract or provide services to you. These third parties may include comparison or referral websites where you have requested a quotation, business partners who refer you to us, or agents acting on your behalf. In all cases, we process such data in accordance with this Privacy Policy and data protection law.

Lawful Bases for Processing

We only process your personal data where we have a lawful basis under GDPR. Depending on the circumstances, this may include:

Contractual necessity where processing is necessary to enter into or perform a contract with you, such as providing a quotation, confirming a booking, performing a removal or related service, and handling payments. Legal obligation where processing is necessary for us to comply with legal duties, such as tax and accounting rules, record keeping or responding to lawful requests from public authorities. Legitimate interests where processing is necessary for our legitimate business interests, provided these are not overridden by your interests or fundamental rights. This may include managing our relationship with you, improving our services, training staff, handling queries or complaints, and protecting our business against fraud or misuse. Consent where you have given clear consent for a specific purpose, such as receiving certain types of marketing communications. Where we rely on consent, you may withdraw it at any time.

How We Use Your Personal Data

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

To provide our services including giving quotations, scheduling and carrying out removals and related services, managing bookings, and providing customer support. To manage our relationship with you including responding to your enquiries, notifying you of changes to services or terms, and seeking feedback on our services. To manage payments and accounting including issuing invoices, processing payments via our chosen payment providers, and maintaining financial records. To improve our operations including training our staff, monitoring service quality, and developing our business processes. To comply with legal and regulatory requirements including record keeping, responding to requests from authorities, and maintaining appropriate insurance and risk management records. To send marketing communications where this is permitted by law and, where required, based on your consent. You can opt out of receiving such communications at any time.

Data Retention

We keep your personal data only for as long as it is necessary for the purposes explained in this Privacy Policy, and in accordance with applicable legal and regulatory requirements.

In general, we retain:

Customer records and booking details for a period that allows us to meet our contractual obligations, respond to any queries or disputes, and comply with tax and accounting obligations. Communication records such as quotations, emails and notes, for a reasonable period that enables us to manage our relationship with you and maintain business records. Marketing related information until you opt out or, where required, until your consent is withdrawn, after which we will stop using your data for marketing purposes while retaining limited records to respect your preferences.

When we no longer need your personal data, we will securely delete or anonymise it.

Data Sharing and Processors

We may share your personal data with carefully selected third parties where this is necessary to provide our services, comply with the law, or run our business efficiently. These parties act as data processors or, in some cases, as separate data controllers.

Typical categories of recipients include:

Service providers who assist us with operational tasks such as storage facilities, packing or specialist transport services where required. These providers only use your data as instructed by us. Payment and accounting providers who help us process payments, maintain accounts and comply with financial regulations. Professional advisers such as insurers, lawyers and accountants, where necessary to manage risks, obtain advice or handle disputes and claims. Technology and support providers who host or maintain our systems, such as IT support, website or software providers, and data backup services.

We require our processors to process your personal data securely, only in accordance with our instructions, and in line with data protection law.

International Data Transfers

Where any of our service providers or systems are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data. These may include relying on adequacy regulations or using standard contractual clauses or other approved mechanisms, as required by data protection law.

Your Data Protection Rights

Under GDPR, you have a number of rights regarding your personal data. These rights are subject to some conditions and legal exceptions but generally include:

Right of access the right to obtain confirmation as to whether we process your personal data and to request a copy of the data we hold about you. Right to rectification the right to have inaccurate or incomplete personal data corrected or updated. Right to erasure in certain circumstances, the right to request that we delete your personal data where there is no longer a valid reason for us to keep it. Right to restrict processing the right to request that we limit the way we use your data in certain situations, for example while a complaint is being investigated. Right to data portability the right, in some cases, to receive personal data you have provided to us in a structured, commonly used format and to request that we transfer it to another organisation. Right to object the right to object to processing based on our legitimate interests, and the absolute right to object to direct marketing at any time. Rights related to consent where we rely on your consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to those staff and service providers who need it to perform their duties, using secure systems and processes where appropriate, and regularly reviewing our security arrangements.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we use and protect your personal data.

Contact and Complaints

If you have any questions about this Privacy Policy or about how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using our usual contact details as provided on our website or documentation.

You also have the right to lodge a complaint with your local data protection authority if you believe your rights have been infringed. We would, however, appreciate the opportunity to address your concerns directly in the first instance.