This Privacy Policy explains how Shepherds Bush Removals collects, uses, stores, and protects personal data. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Shepherds Bush Removals customers in the local area, including individuals and businesses who request or use our removal and related services.
Shepherds Bush Removals provides domestic and commercial removal services and related support. In doing so, we act as a data controller when we determine the purposes and means of processing your personal data. This Privacy Policy covers personal data collected through our quotes process, service bookings, customer communications, and any other interactions you have with us as a customer or potential customer.
We only collect personal data that is relevant to providing and managing our services. The types of personal data we may collect include:
Name and contact details such as your name, address, and basic contact information you choose to share so we can communicate with you about quotes, bookings, and services.
Service and removal details such as property access information, preferred dates and times for moves, and any relevant instructions relating to the items we are moving or the properties involved.
Billing and payment information such as records of payments, invoices, and related transaction data. We do not store full card details when payments are processed through third-party payment providers.
Communication records such as information contained in emails, online forms, or other correspondence with us, including feedback and complaints.
Technical and usage data where necessary, such as basic information provided by your browser or device when you access our online content. This may include IP address, device identifiers, and general usage data, where permitted by law and strictly for service or security purposes.
We may collect personal data directly from you when you request a quote or make an enquiry, book a removal or related service, communicate with us by phone or in writing, or provide feedback or request assistance. We may also receive personal data indirectly from partners or platforms we use to receive enquiries or bookings, or from payment processors when you make a payment.
We only process your personal data where we have a lawful basis under data protection law. Depending on the context, this may include:
Contractual necessity where we process your personal data to provide a quote, enter into a contract with you, or perform our obligations under a contract, such as carrying out your move or related services.
Legitimate interests where the processing is necessary for our legitimate business interests and those interests are not overridden by your rights. This may include managing and improving our services, handling customer queries, ensuring the security of our operations and property, and maintaining business records.
Legal obligations where we are required to process certain information to comply with legal or regulatory requirements, such as financial record-keeping and responding to lawful requests from authorities.
Consent where required, for example for certain optional communications or for specific types of data usage that are not covered by the other lawful bases. When we rely on consent, you can withdraw it at any time.
We use your personal data for the following purposes:
To provide quotes, plan and perform removal services, and manage bookings and schedules.
To communicate with you before, during, and after your move, including sending confirmations, updates, and responding to enquiries.
To manage billing, process payments, and maintain accounting and tax records.
To improve our services, manage our business operations, and train our staff.
To handle complaints, disputes, and the establishment or defence of legal claims.
To comply with our legal and regulatory obligations.
We do not sell your personal data. We may share your personal data with carefully selected third parties when necessary for the purposes described in this Privacy Policy, including:
Service providers who act as data processors on our behalf, such as providers of scheduling and booking tools, customer relationship management systems, secure data storage and backup services, and payment processing services. These processors are only permitted to use your data in accordance with our instructions and applicable data protection laws.
Professional advisers such as accountants, auditors, or legal advisers, where necessary for legitimate business purposes and to comply with legal obligations.
Authorities and regulators where we are legally required to share information, or where disclosure is necessary to protect our rights, the rights of our customers, or the rights of others.
In all cases, we only share the minimum personal data necessary, and we take steps to ensure that appropriate security and confidentiality safeguards are in place.
Where any of our service providers or systems store or process personal data outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place, such as standard contractual clauses or other legally recognised transfer mechanisms, so that your personal data remains protected in line with applicable data protection laws.
We retain personal data only for as long as necessary for the purposes for which it was collected, and to satisfy legal, accounting, or reporting requirements. In general, this means:
Enquiry and quote information will be kept for a period that allows us to manage follow-up communications and understand service demand.
Customer and contract records, including invoices, payment records, and key correspondence, will typically be retained for a number of years to meet legal obligations and to manage potential queries or disputes.
Technical and usage data will be kept for shorter periods unless a longer retention is required for security, fraud prevention, or legal reasons.
When personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be associated with you.
We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures include limiting access to personal data to staff and processors who have a genuine business need to access it, training personnel on data protection responsibilities, and using security measures designed to protect our systems and records. While we work to protect your personal data, no system can be guaranteed as completely secure.
Under data protection law, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, these may include:
Right of access the right to obtain confirmation of whether we process your personal data and to request a copy of that data.
Right to rectification the right to request correction of inaccurate or incomplete personal data.
Right to erasure the right to request that we delete your personal data in certain circumstances.
Right to restriction of processing the right to ask us to restrict the processing of your personal data in certain situations.
Right to data portability the right to receive personal data you provided to us in a structured, commonly used, and machine readable format, and to request that we transfer it to another controller where technically feasible.
Right to object the right to object, on grounds relating to your particular situation, to processing based on our legitimate interests, and the right to object to certain forms of direct marketing.
Right to withdraw consent where we rely on consent, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.
You also have the right to lodge a complaint with the Information Commissioner's Office or another relevant supervisory authority if you are concerned about how your personal data is being handled.
Our services are aimed at adults and businesses. We do not knowingly collect personal data relating to children in the course of providing removal services. If we become aware that we have collected personal data about a child without appropriate consent or legal basis, we will take steps to delete that information.
We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or legal requirements. Any updates will be effective when published. You should review this Privacy Policy periodically to stay informed about our current practices regarding your personal data.
