Privacy Policy - Merton Removals

This Privacy Policy explains how Merton Removals collects, uses, stores, shares, and protects personal data in connection with our removal services. It applies to all Merton Removals customers in area, including individuals and businesses who request quotations, book services, receive services, or otherwise interact with us in relation to removals, packing, storage, and associated services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

1. What information we collect

We collect personal data that is necessary to provide removal and related services safely and efficiently. The type of information we collect depends on the service requested and how you interact with us.

Information you provide directly

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as telephone number and email address.
Service information including moving addresses, access instructions, property details, inventory lists, preferred moving dates, and special handling requirements.
Billing and payment information needed to process invoices, payments, refunds, and account records.
Communication records including enquiries, complaints, claims, instructions, and feedback.
Insurance and claims information where you report damage, loss, or other incidents connected to our service.

Information collected automatically or from third parties

We may also receive information from third parties where necessary to deliver our services. This may include:

Information from estate agents, landlords, solicitors, inventory providers, or other relevant service partners.
Information from payment processors or accounting systems relating to payments and financial records.
Technical data such as IP address or device information if you interact with our digital systems.

We only collect data that is relevant and limited to what is necessary for the purposes described in this policy. We do not seek to collect special category data unless it is required for a specific legal or operational reason and a lawful basis applies.

2. How we use personal data

We use personal data to provide removals services, manage our operations, and meet legal obligations. Our purposes include:

Preparing quotations and confirming bookings.
Planning, carrying out, and completing removal services.
Communicating about schedules, access arrangements, and service updates.
Processing payments, issuing invoices, and maintaining financial records.
Handling claims, complaints, and service-related disputes.
Managing insurance matters and risk assessments.
Meeting tax, accounting, transport, and other legal obligations.
Improving our services, staff training, and operational efficiency.
Preventing fraud, misuse, or unlawful activity.

We may also use personal data to ensure the safe handling of property, coordinate access to premises, and protect the interests of our customers, staff, and business.

3. Lawful basis for processing

We process personal data only where a lawful basis under the UK GDPR applies. Depending on the context, we rely on one or more of the following lawful bases:

Contract - processing is necessary to enter into or perform a contract with you, such as providing removal services, taking payment, or managing bookings.
Legal obligation - processing is necessary to comply with legal and regulatory requirements, including tax, accounting, insurance, and record-keeping obligations.
Legitimate interests - processing is necessary for our legitimate business interests, provided these do not override your rights and freedoms. This may include service administration, business improvement, fraud prevention, and managing customer relationships.
Consent - in limited cases, we may rely on your consent, for example where it is required for certain marketing communications or optional services. Where consent is used, you may withdraw it at any time.

Where we process special category data or criminal offence data, we will do so only where a specific legal condition is met and suitable safeguards are in place. In most cases, our services do not require such data.

4. Sharing your information and processors

We may share personal data with trusted third parties where necessary to provide services, operate our business, or comply with legal obligations. These third parties act as processors or independent controllers depending on the circumstances.

Typical processors may include:

IT and cloud service providers that host secure systems, email, storage, and business software.
Accounting and invoicing providers that assist with financial administration.
Payment service providers that process card or electronic payments.
Customer management and communications tools used for booking and service coordination.
Insurance or claims handling providers involved in administering incidents or claims.
Professional advisers such as lawyers, accountants, or auditors where necessary.

We require processors to process personal data only on our instructions, to keep it secure, and to use appropriate technical and organisational measures. We do not sell your personal data. If data is transferred outside the UK, we will ensure that appropriate safeguards are in place in accordance with applicable data protection law.

5. Data retention

We keep personal data only for as long as it is needed for the purposes for which it was collected, or for longer where required by law. Retention periods depend on the type of information and our legal, contractual, and operational obligations.

Customer service records are usually retained for the period needed to complete the service and manage any follow-up issues.
Financial and tax records are retained for the period required by accounting and tax laws.
Claims and dispute records may be retained for longer where needed to defend or establish legal claims.
Marketing preferences and consent records are retained while the preference remains active or until you withdraw consent.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Our retention approach is based on the principle of data minimisation, meaning we keep only the information necessary for legitimate purposes.

6. Your rights under data protection law

As a data subject, you have 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 information.
Right to erasure - in certain cases, you can ask us to delete your personal data.
Right to restrict processing - you can ask us to limit how we use your data in certain situations.
Right to object - you can object to processing based on legitimate interests or to direct marketing.
Right to data portability - in some cases, you can request your data in a structured, commonly used format.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

We will respond to valid rights requests in accordance with applicable law. To protect your information, we may need to verify your identity before acting on a request. Please note that some rights may be limited where we are required to retain information for legal or contractual reasons.

7. Security of your information

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, staff training, secure storage, password protection, and restricted sharing with authorised parties only. While we strive to protect your information, no method of transmission or storage is completely secure.

8. Complaints and further information

If you are concerned about how your personal data is handled, you have the right to raise the matter with the relevant data protection authority. You may also contact us through the appropriate business channels to discuss your concerns. We encourage you to let us know first so we can try to resolve the issue promptly and fairly.

9. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically.

Summary of our commitment: Merton Removals will process personal data lawfully, fairly, and transparently; use it only for clear and necessary purposes; retain it for no longer than needed; share it only with trusted processors or where legally required; and respect the rights of all customers in area.