Privacy Policy - Knightsbridge Removals

This Privacy Policy explains how Knightsbridge Removals collects, uses, stores, shares, and protects personal data when providing removals and related services. It applies to all Knightsbridge Removals customers in our service area, including individuals, families, landlords, tenants, and business clients who enquire about, book, or receive our services.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy applies to personal information processed in connection with quotations, bookings, surveys, removals, storage arrangements, and customer support.

1. Personal Data We Collect

We collect only the data that is necessary to provide and manage our services effectively. The types of information we may process include:

Identity details such as your name, title, and business name if applicable.
Contact details such as address, email address, and telephone number.
Service information including move dates, pickup and delivery addresses, inventory details, access notes, and service preferences.
Payment and billing information such as invoicing details, transaction records, and payment status.
Communication records including emails, telephone notes, complaint details, and customer service correspondence.
Operational information such as parking instructions, property access details, and information necessary to complete a move safely.
Website and technical information if you interact with digital systems, such as IP address, device type, browser type, and usage data.

In some cases, we may also process limited special category data if you choose to share it with us, for example information about mobility needs or health-related access requirements that affect the moving process. We only process this type of data where it is necessary and where appropriate safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and assess service requirements.
To confirm bookings and plan removals efficiently.
To carry out the removal, storage, and related services you request.
To manage payments, invoices, and accounting records.
To communicate with you about your service, schedule, or any changes.
To handle complaints, claims, and customer support matters.
To improve service quality, safety, and operational performance.
To meet legal and regulatory obligations, including tax and insurance requirements.
To protect our business, staff, and customers from fraud, misuse, or security incidents.

We will only use your personal data for the purposes described in this policy or for a compatible purpose where permitted by law.

3. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis for each type of processing activity. Knightsbridge Removals relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, managing bookings, carrying out removals, and providing customer support linked to the service.

Legal Obligation

We may process and retain data where required to comply with legal obligations, such as financial record-keeping, tax obligations, insurance purposes, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service improvement, fraud prevention, operational planning, internal administration, and maintaining secure systems. We consider the impact of such processing to ensure it is proportionate and reasonable.

Consent

Where required, we rely on your consent, for example if you have opted in to receive certain types of marketing communications. You may withdraw consent at any time, and doing so will not affect the lawfulness of processing carried out before withdrawal.

Vital Interests and Special Circumstances

In rare cases, we may process data to protect someone’s vital interests, such as where emergency assistance is required during a move. If special category data is involved, we will only process it where a lawful condition applies and additional safeguards are appropriate.

4. Data Sharing and Processors

We do not sell personal data. However, we may share it with trusted third parties where necessary to deliver our services or comply with the law. These third parties may act as data processors or independent controllers depending on the context.

Examples of processors and service providers may include:

IT and cloud service providers who host systems, emails, or secure storage.
Payment service providers who handle card transactions or payment processing.
Accounting and bookkeeping providers who support financial administration.
Insurance providers and claims handlers where a claim or incident requires review.
Subcontracted removal partners or specialist service providers assisting with a move.
Professional advisers such as legal, tax, or compliance advisers.
Regulatory, law enforcement, or public authorities where disclosure is legally required.

All processors are required to protect personal data, act only on our instructions where applicable, and implement suitable technical and organisational safeguards. Where data is transferred outside the UK, we ensure that appropriate legal protections are in place.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of record and the reason for processing.

In general:

Quotation and enquiry records are kept for a period necessary to manage the enquiry and support follow-up where appropriate.
Customer service and booking records are retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and invoicing records are retained for statutory accounting and tax periods.
Complaint, incident, and claim records may be kept longer where needed to resolve disputes or satisfy insurance requirements.
Technical and security records are retained only as long as necessary for monitoring and protection purposes.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Your Rights

You have rights under data protection law in relation to the personal data we hold about you. These rights may apply in full or in part depending on the circumstances.

Right of access – to request a copy of your personal data and information about how it is used.
Right to rectification – to request correction of inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to ask us to limit how we use your data in specific circumstances.
Right to data portability – to request transfer of certain data in a structured, commonly used format where applicable.
Right to object – to 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.

We may need to retain certain information where required by law or where we have compelling legitimate grounds. If you wish to exercise any of these rights, we will respond within the time limits set by law.

7. Security of Your Data

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, staff confidentiality obligations, secure storage, password protection, and regular review of security practices.

Although we work to protect your information, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we do take reasonable and proportionate steps to reduce risks.

8. Marketing Communications

Where permitted, we may send you service-related updates or relevant marketing information. If marketing communications are sent on the basis of consent, you may opt out at any time. If they are sent on another lawful basis, you may still object to direct marketing and we will stop using your data for that purpose.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data processing practices. The latest version will apply to the way we handle your information from the date it is published or otherwise made available.

10. Summary of Our Commitment

Knightsbridge Removals is committed to protecting the privacy of every customer in our service area. We only collect data that is necessary, use it for clear and lawful purposes, share it only when appropriate, and keep it for no longer than needed. We respect your rights and aim to handle all personal information with care, transparency, and accountability.