Mortlake Removals Privacy Policy

This Privacy Policy explains how Mortlake Removals collects, uses, stores and protects personal data relating to its customers. It applies to all Mortlake Removals customers in our service area and to anyone who contacts us to request information, a quotation or a removals service. We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent way in accordance with the UK General Data Protection Regulation and applicable data protection laws.

Who we are and scope of this policy

Mortlake Removals provides domestic and commercial removals and related services. In relation to the personal data described in this Privacy Policy, Mortlake Removals is the data controller. This means we decide how and why your personal data is processed. This Privacy Policy covers all processing activities relating to customers and prospective customers in our service area, including enquiries, quotations, bookings, performance of removal services and any follow-up communications.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of personal data we may collect include:

Identification and contact details such as your name, address, previous address, new address, contact address, and other basic contact information that you provide to us so we can respond to enquiries and deliver our services.

Service and booking details such as move dates, property access information, inventory details relating to items to be moved, special instructions or notes relevant to the move, and information about any additional services requested.

Communication records such as notes from calls, details from online or in-person enquiries, correspondence and any feedback you choose to provide about our services.

Payment and billing information such as billing address, payment status, amounts and invoices. We do not store full payment card details if payment is processed through a secure payment provider.

Technical and usage information where you interact with us online, such as basic log information, device type and general usage patterns. This information is used to operate and improve our website and services. We do not seek to identify individuals from this data unless necessary for security or legal reasons.

How we collect personal data

We collect personal data directly from you when you contact us by phone, through our website, in writing or in person to request a quotation, book a move or ask for information. We may also obtain personal data when you interact with our staff on site or at your property during a survey or while we are performing removals services.

In some cases, we may receive your contact details from a third party who you have authorised, such as a family member, business colleague, landlord, estate agent or relocation company, so that we can contact you about a potential move or related service. We will treat this information in accordance with this Privacy Policy.

Lawful basis for processing your data

We only process your personal data where we have a lawful basis to do so. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contractual necessity. We process personal data where it is necessary to take steps at your request before entering into a contract, such as providing a quotation, and to perform our contract with you, including carrying out surveys, planning and completing your move and handling payments.

Legitimate interests. We may process your personal data where it is necessary for our legitimate interests or those of a third party, and where your interests and fundamental rights do not override those interests. This includes managing our business operations, responding to enquiries, improving our services, keeping records, and protecting our property and assets.

Legal obligations. We may process your personal data where it is necessary for compliance with a legal obligation, such as record keeping for tax, accounting or regulatory purposes, or to respond to lawful requests from public authorities.

Consent. In limited circumstances we may rely on your consent, for example where we specifically ask your permission to send certain types of optional marketing communications. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To respond to enquiries, provide quotations and discuss your removal requirements.

To plan, organise and carry out your move or related services, including arranging staff, vehicles and any storage or packing services required.

To communicate with you about your booking, including confirming dates, access arrangements, special requirements and any changes to your service.

To manage billing, process payments, handle queries and maintain accurate financial and business records.

To monitor service quality, handle complaints, resolve disputes and improve our services.

To meet our legal and regulatory obligations, including in relation to tax, accounting and the safety of our staff and customers.

To protect our rights, property and safety, and that of our employees and customers, including for the establishment, exercise or defence of legal claims.

Data sharing and processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy. These third parties may act as data processors on our behalf or as separate data controllers.

We may share personal data with service providers and subcontractors who help us deliver our services, such as secure payment processors, information technology and systems providers, external storage providers and specialist removals or logistics partners. These organisations are required to process your personal data only on our instructions and to protect it appropriately.

We may share personal data with professional advisers including insurers, accountants and legal advisers where necessary for the management of our business, for legal or insurance purposes, or in connection with legal claims.

We may disclose personal data where required to do so by law or in response to valid requests from public authorities, including law enforcement or regulatory bodies.

Where we use data processors, we put in place written agreements requiring them to protect your personal data, act only on our documented instructions and maintain appropriate security measures.

International transfers

Our services are primarily provided within the United Kingdom. If we ever need to transfer your personal data outside the United Kingdom, we will ensure that adequate safeguards are in place to protect your data in accordance with applicable data protection laws, such as using approved standard contractual clauses or transferring to countries that have been formally recognised as providing an adequate level of data protection.

Data retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, including to provide our services, meet legal, accounting or reporting requirements and resolve disputes. The specific retention period depends on the type of information and the context in which it was collected.

In general, customer records and booking information are kept for a period consistent with statutory limitation periods and tax and accounting requirements. Information collected for quotation purposes but where no booking is made may be kept for a shorter period. When personal data is no longer required, we will securely delete or anonymise it.

How we protect your data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to those staff and service providers who need it to carry out their duties, using secure systems for storing information and regularly reviewing our security practices. While we take reasonable steps to protect your data, no system can be completely secure and we cannot guarantee absolute security.

Your data protection rights

Under data protection laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions. Your rights include:

The right of access. You can request confirmation of whether we hold personal data about you and ask for a copy of that data, together with information about how we use it.

The right to rectification. You can request that inaccurate or incomplete personal data about you is corrected or updated.

The right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

The right to restriction. You can ask us to restrict the processing of your personal data in certain situations, such as where you contest its accuracy or object to our use of it.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests, and we will consider your objection and stop processing unless we have compelling legitimate grounds to continue.

The right to data portability. Where processing is based on your consent or on a contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine readable format, or that we transmit it to another controller where technically feasible.

You also have the right to withdraw consent at any time where we rely on consent to process your data. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

How to exercise your rights and contact us

If you wish to exercise any of your data protection rights or have any questions or concerns about how we handle your personal data, you can contact Mortlake Removals using the contact details provided on our website or on your service documentation. We may need to verify your identity before responding to certain requests. We aim to respond without undue delay and within the timeframes required by law.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we have handled your personal data. We encourage you to contact us first so we can try to resolve your concerns.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we handle personal data or in applicable laws and guidance. When we make significant changes, we will take appropriate steps to bring the updated policy to your attention. The latest version will always be available from us on request. By continuing to use our services after changes take effect, you acknowledge the updated Privacy Policy.