Archway Removals Privacy Policy

This Privacy Policy explains how Archway Removals collects, uses, stores and protects your personal data in connection with our removal and related services. It applies to all Archway Removals customers in our service area, as well as prospective customers who make enquiries about our services.

Data Controller

Archway Removals is the data controller for the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is carried out in accordance with applicable data protection law, including the UK General Data Protection Regulation and, where relevant, the EU General Data Protection Regulation.

Personal Data We Collect

We only collect personal data that is necessary for the provision and management of our services, to meet our legal obligations, and to improve our operations. The types of personal data we may collect include:

Contact details such as name, postal address, property access details, and general location information related to collection and delivery addresses. Identification and communication details such as your name and your preferred method of communication. Service-related information such as details of the items to be moved, property access constraints, inventory lists, photos you choose to send us for quotation purposes, and any specific instructions you provide. Transaction and booking information such as quotation details, acceptance of quotations, booking dates and times, records of services provided, invoices, and payment status information. Correspondence and enquiry records including records of emails, letters or other messages you send to us, and any responses we provide. Website or digital interaction data such as information you choose to submit through online forms, as well as basic technical data that may be collected by our website to ensure security and functionality.

How We Collect Your Data

We collect personal data in the following ways:

Directly from you when you contact us to request a quotation, make a booking, or communicate with us in any way. This may be by telephone, in person, on paper, or through online forms. During service delivery when carrying out surveys, taking notes for planning your move, or providing our removal services. From third parties where necessary and appropriate, for example from partners who assist in providing services to you, or from referrals you have consented to. Automatically via our website through basic interaction data that helps us maintain performance, security and usability.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under GDPR. Depending on the context, we rely on one or more of the following lawful bases:

Performance of a contract where processing is necessary to provide quotations, accept bookings, deliver removal services, and manage payments and related communications. Compliance with a legal obligation where we are required to retain or process certain data to comply with tax, accounting or other legal and regulatory requirements. Legitimate interests where we process your data for our normal business operations, such as managing our relationship with you, safeguarding our staff and property, improving our services, and handling queries or complaints. When we rely on legitimate interests, we make sure that our interests are not overridden by your rights and freedoms. Consent where you have clearly agreed to a specific use of your data, such as asking us to keep your details for future contact beyond the normal course of our services. Where consent is the lawful basis, you can withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations and estimates for removal and related services. To schedule, manage and deliver removal services safely and efficiently. To communicate with you regarding enquiries, bookings, changes, and aftercare. To issue invoices, process payments, manage accounts, and maintain internal records. To handle questions, feedback, claims, and complaints. To meet our legal and regulatory obligations, including record-keeping and audit requirements. To protect our business, staff and customers, for example by preventing fraud or misuse of our services. To improve and develop our services, including training, quality assurance and internal analysis.

Data Sharing and Processors

We do not sell your personal data. We only share it where necessary and with appropriate safeguards. Categories of recipients may include:

Service providers who act as data processors on our behalf, such as IT support companies, secure data storage providers, and software or booking system providers that help us manage our services. Professional advisers such as accountants, legal advisers or insurance providers where necessary for accounting, legal or claims management purposes. Public authorities and regulators where we are legally required to do so, or where disclosure is necessary to protect our rights, your safety, or the safety of others.

Where we use data processors, they are only permitted to process your personal data in accordance with our instructions and must implement appropriate security measures. We take steps to ensure that all third parties who process personal data on our behalf comply with GDPR and maintain appropriate confidentiality and security standards.

International Transfers

Our intention is to store and process personal data primarily within the United Kingdom or the European Economic Area. If it ever becomes necessary to transfer your personal data to a country outside of these areas that does not provide an equivalent level of data protection, we will ensure that appropriate safeguards are in place in line with GDPR requirements, and that your rights continue to be protected.

Data Retention

We keep your personal data only for as long as is necessary for the purposes described in this Privacy Policy, including for the purpose of satisfying any legal, accounting or reporting requirements.

In general, personal data related to quotations, bookings, and completed services will be retained for a period that allows us to respond to queries, resolve disputes, and comply with tax and financial record-keeping rules. Where no legal or contractual retention period applies, we will evaluate the appropriate retention duration by considering the nature and sensitivity of the data, the purposes for which it is processed, and the potential risk of harm from unauthorised use or disclosure.

Once personal data is no longer required, we will securely delete it or anonymise it so that it can no longer be associated with you.

Data Security

We take the security of your personal data seriously. We use appropriate technical and organisational measures to protect your data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include limiting access to personal data to staff and processors who have a genuine need to know it and who are subject to confidentiality obligations, maintaining secure systems for storing and transmitting data, and regularly reviewing our security measures and staff training.

Your Data Protection Rights

Under GDPR, you have a number of rights in relation to your personal data. Subject to certain conditions and exceptions, these include:

Right of access You have the right to obtain confirmation as to whether we process your personal data and, if so, to request a copy of that data and related information. Right to rectification You have the right to ask us to correct or complete any inaccurate or incomplete personal data we hold about you. Right to erasure You have the right to request the deletion of your personal data where there is no good reason for us to continue processing it, for example where it is no longer necessary for the purposes for which it was collected, or where you have withdrawn consent and no other lawful basis applies. Right to restriction of processing You have the right to request that we restrict the processing of your personal data in certain circumstances, for example while we verify its accuracy or consider an objection you have raised. Right to object You have the right to object to our processing of your personal data where we rely on legitimate interests. We will stop processing unless we can demonstrate compelling legitimate grounds or where processing is needed for legal claims. Right to data portability Where we process your personal data on the basis of consent or contract, by automated means, you may have the right to receive the 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 withdraw consent Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time.

To exercise any of these rights, please contact us using the details provided on our website or in your service documentation. We may need to verify your identity before responding to your request.

Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in your country of residence or place of work, or where you believe an infringement of data protection laws has occurred.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. Any updates will be published on our website and will take effect from the time of publication. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.