Privacy Policy - Merton Removals

Effective date: This Privacy Policy applies to all Merton Removals customers in the area and explains how we collect, use, store, share, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018.

1. Introduction

Merton Removals is committed to handling personal information lawfully, fairly, and transparently. We only collect the data we need to provide removal and related services, manage bookings, communicate with customers, and meet our legal obligations. We respect your privacy and aim to keep your information secure and accurate.

This policy applies to all individuals who use or enquire about our services in the area, including domestic and commercial customers, household members, and authorised representatives who interact with us during a move.

2. Data We Collect

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

Identity details such as your name and, where needed, the name of a business or organisation.
Contact details such as address, email address, and telephone number.
Service information such as move dates, property access details, inventory notes, special handling instructions, and any preferences relevant to the service.
Payment and billing details such as transaction records, invoicing information, and payment confirmations. We do not store more payment information than is necessary.
Communication records including emails, messages, call notes, quotes, complaints, and feedback.
Operational information such as records of property conditions, access arrangements, parking requirements, and scheduling information.
Technical data if you interact with our digital systems, which may include basic device and usage information collected for security, performance, and service improvement.

We generally collect this information directly from you, but we may also receive data from third parties where necessary to deliver the service, such as estate agents, landlords, solicitors, employers, or family members acting on your behalf.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, arrange surveys, and confirm bookings.
To plan and deliver removal services safely and efficiently.
To communicate with you about your move, including changes, updates, or service issues.
To prepare invoices, process payments, and maintain financial records.
To manage customer support, complaints, and insurance-related matters.
To meet legal, accounting, and regulatory obligations.
To protect against fraud, misuse, or unlawful activity.
To improve our operations, training, and service quality.

We do not use your personal data for unrelated purposes. If we ever need to use your data in a new way, we will ensure there is a valid lawful basis before doing so.

4. Lawful Basis for Processing

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

a) Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, organising removals, transporting goods, and fulfilling agreed service requirements.

b) Legal Obligation

We may process and retain certain records where required by law, including tax, accounting, insurance, and regulatory obligations.

c) Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include service administration, internal record keeping, security monitoring, fraud prevention, and quality improvement.

d) Consent

In limited circumstances, we may rely on your consent, for example where you choose to provide optional information or agree to receive specific types of communication. You may withdraw consent at any time where consent is the basis used.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or independent controllers, but only where necessary and subject to appropriate safeguards.

Our processors may include:

IT and hosting providers that support our systems, storage, and security.
Accounting and invoicing providers that help us manage financial records.
Payment service providers that process payments securely.
Communication service providers that assist with email, messaging, or telephone systems.
Insurance or claims handlers where required for service protection or complaint resolution.
Subcontractors or logistics partners involved in delivering parts of the removal service.

Where processors act on our behalf, they are only permitted to use your data in accordance with our instructions and applicable law. We require appropriate confidentiality, security, and data protection commitments from such parties.

We may also disclose data if required by law, court order, or a lawful request from a public authority. If a business transfer, merger, or restructuring occurs, personal data may be transferred as part of that process, subject to suitable protections.

6. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, or for as long as required by law. Retention periods vary depending on the type of information and the reason for processing.

Customer and service records are generally retained for the duration of the relationship and for a reasonable period afterwards to handle queries, disputes, or claims.
Financial and tax records are retained for the period required by legal and accounting rules.
Complaint, insurance, and claims records may be retained longer where needed to defend legal rights or resolve issues.
Marketing consent records are retained while consent remains valid or until you withdraw it.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures. We do not keep data indefinitely without a lawful reason.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, limited user permissions, staff confidentiality obligations, and routine review of our handling practices.

While no system can be guaranteed completely secure, we take reasonable steps to reduce risk and respond promptly to any suspected data incident.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits and exemptions, these 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 data.
Right to erasure ??? you can request deletion of your data in certain circumstances.
Right to restrict processing ??? you can ask us to limit how we use your data in some cases.
Right to data portability ??? you can request data you provided to us 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 processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the timescales required by law.

9. Complaints and Further Rights

If you are concerned about how we use your personal data, you should raise the issue with us first so we can try to resolve it. You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your data protection rights have been infringed.

We encourage open communication and will always aim to address privacy concerns fairly and promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our internal 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.

11. Summary of Key Points

We collect only the personal data needed to provide removal services and manage related obligations.
We process data on the bases of contract, legal obligation, legitimate interests, and consent where applicable.
We share data only with trusted processors and where required by law.
We retain data only for as long as necessary and then securely delete or anonymise it.
You have rights to access, correct, erase, restrict, object, and withdraw consent where relevant.

Merton Removals is committed to privacy, accountability, and compliance with data protection law in every service we provide in the area.