Privacy Policy - Hackney Removals

Hackney Removals is committed to protecting the privacy and personal data of all customers, prospective customers, and website users. This Privacy Policy explains how we collect, use, store, share, and protect personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Hackney Removals customers in the area, including anyone who requests a quote, books a service, or otherwise engages with us for removals-related services.

1. Who We Are

Hackney Removals provides domestic and commercial removals services, including packing, loading, transport, and delivery support. In delivering these services, we act as a data controller for the personal information we collect and use about our customers and related individuals. This means we decide why and how your personal data is processed.

2. Personal Data We Collect

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

Identity data such as your name, title, and, where relevant, the name of a business or organisation.
Contact data such as your address, email address, and telephone number.
Service details including moving dates, property access information, inventory details, special handling requirements, and preferred service options.
Payment data such as billing information and transaction records. We do not intentionally store full payment card details where payment processing is handled by secure third-party providers.
Communication data including messages, enquiries, complaint records, and notes from telephone or email correspondence.
Technical and usage data where relevant, such as basic website or device information used for security, performance, or analytics purposes.
Special category data only in limited cases and only where you choose to provide it, for example if it is necessary to support access, safety, or service needs. We do not intentionally seek sensitive information unless it is required and lawful to do so.

We collect personal data directly from you when you contact us, request a quotation, make a booking, complete forms, or communicate with our team. We may also receive data from third parties involved in arranging your move, such as landlords, letting agents, employers, building managers, or payment processors, where appropriate and lawful.

3. How We Use Your Personal Data

We use personal data to provide, manage, and improve our services. This includes:

providing quotations and confirming bookings;
planning and carrying out removal services;
communicating with you before, during, and after a move;
managing payments, invoices, and refunds;
handling customer service enquiries and complaints;
maintaining records for accounting, tax, and business administration;
meeting legal, regulatory, and insurance obligations;
protecting our staff, property, customers, and operations;
preventing fraud, misuse, or unlawful activity;
improving our service quality, processes, and customer experience.

We only use personal information where we have a valid legal reason to do so and where the use is necessary and proportionate.

4. Lawful Basis for Processing

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

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, scheduling services, completing removals, and managing related customer communications.

Legal Obligation

We may process data where required to comply with legal obligations, including tax, accounting, record-keeping, health and safety, and other applicable regulatory duties.

Legitimate Interests

We may use personal data for our legitimate business interests, provided those interests do not override your rights and freedoms. This includes managing our business, improving operations, resolving disputes, protecting against fraud, and maintaining service records.

Consent

Where required by law, we will rely on your consent, for example for certain optional communications or any non-essential processing that is not covered by another lawful basis. You may withdraw consent at any time where processing is based on consent.

5. Retention of Personal Data

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, contractual, accounting, and reporting requirements. The retention period may vary depending on the type of data and the nature of the service.

In general, we may keep customer records for a reasonable period after completion of a move in order to handle follow-up queries, claims, disputes, or legal obligations. Financial and invoicing records may be kept for a longer period where required by tax or accounting law. When data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

If we hold data that is no longer relevant to an active or lawful purpose, we will take steps to remove it from our systems in line with our retention practices.

6. Sharing and Processors

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

Examples of processors and service providers may include:

IT and software providers used for scheduling, communications, storage, or administration;
accounting and bookkeeping providers;
payment processing services;
insurance providers and claims handlers;
subcontractors or logistics partners assisting with your move;
professional advisers, such as legal or audit advisers, where necessary;
public authorities, regulators, or law enforcement where required by law.

All processors are required to handle personal data securely, follow our instructions, and comply with data protection law. We do not sell your personal data.

7. International Transfers

If any processor or service provider stores or accesses personal data outside the United Kingdom, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms designed to protect your information.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and regular review of our internal processes. While no system can be completely secure, we take data protection and cybersecurity seriously and aim to reduce risks wherever possible.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal limits, these include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict processing in certain situations;
object to processing based on legitimate interests;
request data portability where applicable;
withdraw consent where processing is based on consent.

You also have the right to raise concerns about how your data is handled. If you believe your rights have been affected, you may seek a review of the matter under applicable data protection procedures.

10. Children’s Data

Hackney Removals does not knowingly collect personal data from children unless it is necessary in connection with a service and is provided by an adult responsible for the arrangement. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or how we process personal data. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Summary of Our Commitment

Hackney Removals respects your privacy and processes personal data fairly, lawfully, and transparently. We only collect the information needed to provide our services, rely on lawful bases under GDPR, retain data for appropriate periods, use trusted processors where necessary, and recognise your rights over your personal information. This policy applies to all Hackney Removals customers in the area and is intended to ensure your data is handled with care and accountability.