Privacy Policy - Lewisham Removals

This Privacy Policy explains how Lewisham Removals collects, uses, stores, shares, and protects personal data in connection with our removal and related services. It applies to all Lewisham Removals customers in the area, including prospective customers, current customers, and individuals who interact with us on behalf of a customer. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We aim to keep this policy clear and transparent so that you understand what happens to your information when you use our services. By engaging with Lewisham Removals, you acknowledge that your personal data may be processed as described below.

1. Who We Are

Lewisham Removals provides removal-related services, including home removals, office removals, packing support, storage coordination, and associated logistics. In delivering these services, we act as a data controller for the personal data we collect and use for our own business purposes. In some cases, we may also act as a data processor where we process information on behalf of a customer under their instructions.

Data controller means the organisation that decides why and how personal data is processed. Data processor means a third party that processes personal data on behalf of a controller.

2. Personal Data We Collect

We collect only the information necessary to provide our services, manage our relationship with you, and meet legal or regulatory obligations. The categories of data we may collect include:

Identity information such as your name, title, and any business or household contact details you provide.
Contact information such as telephone number, email address, service address, and correspondence address.
Service information such as moving dates, property details, item lists, access requirements, and special handling instructions.
Billing and payment information such as invoice details, payment status, and records needed for accounting.
Communication records such as emails, call notes, complaints, quotes, and service requests.
Technical information such as basic device or browser information if you interact with us through digital channels.
Special category data only where strictly necessary and where permitted by law, for example information needed to accommodate access needs or health-related considerations during a move.

We do not seek to collect unnecessary sensitive information. If such information is provided to us, we will handle it with extra care and only where there is a lawful reason to do so.

3. How We Collect Your Data

We may collect personal data directly from you when you request a quote, book a service, contact us, complete paperwork, or communicate with us by phone, email, or other means. We may also receive data from:

third parties acting on your behalf, such as family members, landlords, agents, solicitors, or business representatives;
payment service providers and accounting systems;
our service partners and subcontractors where needed to fulfil your booking;
publicly available sources where necessary to verify details or manage a service request.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under data protection law. Depending on the activity, we may rely on one or more of the following bases:

Contract: where processing is necessary to provide quotes, arrange removals, carry out services, issue invoices, and manage the customer relationship.
Legal obligation: where we must keep records for tax, accounting, insurance, or regulatory purposes.
Legitimate interests: where processing is necessary for our legitimate business interests, such as improving services, responding to enquiries, preventing fraud, maintaining security, and managing service quality, provided these interests are not overridden by your rights.
Consent: where we ask for your permission for certain uses, such as optional marketing communications or processing specific sensitive information where required by law.

Where we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of any processing carried out before withdrawal.

5. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to plan and carry out removals safely and efficiently;
to communicate with you about your service;
to allocate staff, vehicles, and resources;
to handle complaints, claims, and service issues;
to process payments and maintain financial records;
to comply with legal and regulatory obligations;
to improve our operations, customer experience, and service quality;
to protect against fraud, misuse, or unlawful activity.

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and the law permits this.

6. Sharing Your Data and Processors

We may share personal data with carefully selected third parties who help us run our business and deliver services. These may include:

IT and cloud service providers who host data, provide email, secure storage, or system support;
payment processors who handle card or electronic payments;
accountants and professional advisers who assist with financial, tax, or legal compliance;
subcontractors and operational partners who support the delivery of removal services;
insurance providers and claims handlers where needed to manage incidents or claims;
public authorities or regulatory bodies where disclosure is required by law.

Where a third party processes data on our behalf, that party acts as a processor and is required to process data only under our instructions and to keep it secure. We take steps to ensure that processors provide appropriate safeguards, including confidentiality commitments and technical and organisational security measures.

We do not sell your personal data. We also do not share it with unrelated third parties for their own marketing purposes unless you have clearly agreed or the law otherwise permits it.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including to meet legal, accounting, tax, insurance, and contractual requirements. The retention period depends on the type of data and the reason for holding it.

Quotation and booking records may be kept for a period needed to manage the customer relationship and any follow-up issues.
Invoice and payment records are retained in line with accounting and tax obligations.
Service notes, complaint records, and claims information may be kept for the period needed to resolve disputes and defend legal claims.
Data that is no longer needed will be securely deleted, anonymised, or archived in a restricted form where appropriate.

When assessing retention, we consider the amount, nature, and sensitivity of the data, the potential risk of harm, the purposes of processing, and any legal requirements. We do not keep data indefinitely without a valid reason.

8. International Transfers

If any of our processors or systems store data outside the United Kingdom, we will ensure that appropriate safeguards are in place before any transfer takes place. These safeguards may include adequacy regulations or standard contractual protections, together with any additional measures required to protect your information.

9. Security of Your Information

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data-handling practices. While no system can be guaranteed completely secure, we work hard to reduce risks and respond promptly to any suspected incident.

10. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply in different circumstances and may be subject to legal limits. They include:

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 information.
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 ask for your data in a structured, commonly used format where applicable.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.
Right to complain – you may raise concerns with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

If you make a request, we may need to verify your identity before responding. We will respond within the time limits set by law and will explain if any exception applies.

11. Marketing Communications

We may send limited service-related messages where necessary for administration, such as booking confirmations or operational updates. We will only send optional marketing communications where permitted by law and, where needed, with your consent. You can object to marketing at any time, and we will stop sending such communications after your request has been processed.

12. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household move and provided by an adult customer or legal guardian. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we handle personal data.

Summary of Our Commitment

Lewisham Removals is committed to processing personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear purposes, share it carefully with trusted processors, and keep it only as long as necessary. We also respect your rights and will take reasonable steps to protect your information at every stage.

By using Lewisham Removals services, you confirm that you have read this Privacy Policy and understand how your personal data may be handled in connection with services provided in the area.