Privacy Policy - Archway Removals

This Privacy Policy explains how Archway Removals collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Archway Removals customers in our area, including prospective customers, existing customers, and anyone who contacts us about our services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Archway Removals provides removal and related moving services for individuals and businesses. In the course of delivering our services, we may need to collect and process personal information about customers, household members, business contacts, and other relevant individuals. This Privacy Policy explains how that information is used and what rights individuals have in relation to it.

2. Personal data we collect

We only collect personal data that is relevant and necessary for the services we provide. Depending on the nature of your enquiry or booking, we may collect:

Identity details such as name, title, and, where relevant, company name.
Contact details such as address, email address, and telephone number.
Service details such as moving date, property type, inventory information, access requirements, and special handling instructions.
Payment and billing information such as payment status, invoice details, and transaction records.
Communication records including emails, phone notes, quotations, complaints, and service feedback.
Operational information such as parking arrangements, delivery instructions, and other data needed to complete a move safely and efficiently.
Technical information if you interact with us through digital systems, such as basic device and usage data generated for security or troubleshooting.

We do not intentionally collect special category data unless it is strictly necessary and you have chosen to provide it, or another lawful basis applies. If such data is ever needed, we will handle it with additional care and only for a defined and lawful purpose.

3. How we use personal data

We process personal data to provide reliable removal services and to manage our business responsibly. Common uses include:

Preparing quotations and responding to enquiries.
Arranging surveys, bookings, collections, deliveries, and related services.
Managing access, logistics, scheduling, and job execution.
Processing payments, issuing invoices, and maintaining accounting records.
Communicating service updates, amendments, and important operational information.
Handling complaints, insurance matters, and dispute resolution.
Maintaining internal records, quality assurance, and staff training.
Meeting legal, tax, and regulatory obligations.

We only use your data for purposes that are compatible with the reason it was collected, unless we have a valid legal basis to use it differently. We will always aim to be clear, limited, and proportionate in how we use personal data.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each processing activity. Archway Removals relies on the following bases where appropriate:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging removals, providing quotes requested by you, and completing services you have instructed us to deliver.

Legal obligation

We may process information where we are required to do so by law, including for tax, accounting, insurance, fraud prevention, or regulatory compliance purposes.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. This may include managing our operations, improving services, preventing misuse, securing our systems, and responding to customer queries. When relying on this basis, we consider the impact on individuals and apply safeguards where needed.

Consent

In limited circumstances, we may rely on consent, for example where it is required for a specific optional activity. Where consent is used, you have the right to withdraw it at any time. Withdrawal of consent will not affect processing that took place before withdrawal.

5. Sharing your data and processors

We do not sell personal data. We may share data only where necessary and appropriate for the purposes set out in this policy. In some cases, we use third-party service providers, also known as processors, to support our operations. These may include:

Payment providers who process transactions securely.
Accounting and bookkeeping providers who support invoicing, tax, and record-keeping.
IT and cloud service providers who host or maintain business systems and data storage.
Communication providers who support email, telephone, or messaging services.
Insurance and claims-related providers where handling a claim or incident requires their involvement.
Professional advisers such as legal or financial advisers where necessary for compliance or business management.

Where we engage processors, we ensure they are contractually bound to process personal data only on our instructions, keep it secure, and comply with applicable data protection law. We may also disclose personal data to law enforcement, regulators, courts, or other authorities where required or permitted by law.

6. Data retention

We retain personal data only for as long as necessary for the purposes for which it was collected, or for longer where required by law. Retention periods depend on the type of data and the reason for processing. For example, booking and service records may be kept for operational and evidential purposes, while financial records are usually retained for tax and accounting obligations.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. In determining retention periods, we consider legal requirements, the need to resolve disputes, insurance matters, and the need to keep accurate business records. We do not keep personal data indefinitely without a valid reason.

7. Data security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality duties, and limiting access to information on a need-to-know basis. While no system can be guaranteed completely secure, we take reasonable steps to reduce risk and protect the information we hold.

8. Your rights

As a data subject, you have a number of rights under data protection law. These rights may apply depending on the circumstances and the legal basis used for processing. They include:

Right of access ??? you may request a copy of the personal data we hold about you.
Right to rectification ??? you may ask us to correct inaccurate or incomplete data.
Right to erasure ??? in some cases, you may request deletion of your personal data.
Right to restriction ??? you may ask us to limit how we use your data in certain situations.
Right to data portability ??? where applicable, you may request that we provide your data in a structured, commonly used format.
Right to object ??? you may object to processing based on legitimate interests, and to direct marketing where applicable.
Right to withdraw consent ??? where processing is based on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits set by law and may refuse requests only where permitted by applicable legislation. You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you are concerned about how your data has been handled.

9. Data accuracy and your responsibility

We rely on the accuracy of the information you provide to us. Please let us know if your details change or if any information we hold is incorrect. Keeping your data accurate helps us provide services properly and avoid errors in scheduling, delivery, billing, or communication.

10. Children???s data

Our services are not directed at children. We do not knowingly collect personal data from children unless it is provided by a parent, guardian, or authorised adult in connection with a household move or related service. If we become aware that we have collected children???s data inappropriately, we will take appropriate steps to delete or secure it.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any revised version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how we handle personal data.

12. Summary of our commitment

Archway Removals is committed to respecting privacy, minimising data collection, and using personal information responsibly. We will only process data where we have a lawful basis, we will keep it secure, and we will retain it only as long as necessary. Our approach is designed to be fair, lawful, transparent, and proportionate for all Archway Removals customers in area.