Marylebone Removals Privacy Policy

This Privacy Policy explains how Marylebone Removals collects, uses, stores, and protects personal data relating to customers and prospective customers. It applies to all Marylebone Removals customers and service users located in our operating area, including enquiries, bookings, and any related services we provide.

Marylebone Removals acts as the data controller for the personal information described in this Privacy Policy. We are committed to complying with the UK General Data Protection Regulation and all applicable data protection laws.

Personal data we collect

We collect and process different types of personal data in connection with our removals and related services. This may include:

Identification and contact details, such as your name, postal address, service addresses, and other basic contact details you choose to provide to us.

Service and booking details, such as dates and times of moves, collection and delivery addresses, property access information you provide, an overview of items to be moved, and any special instructions related to your booking.

Communication records, such as information you provide when you contact us to request a quote, ask questions about a service, provide feedback, or make a complaint.

Payment-related information, such as payment status, amounts paid, refunds due, and limited transaction details as required for invoicing and accounting. Card data is not stored by us beyond what is legally required for accounting and audit purposes.

Website and usage information, such as basic technical data and usage patterns where this is collected through our website or digital tools, for example to help us understand how customers find and use our services. Where cookies or similar technologies are used, we aim to do so in compliance with data protection law and with appropriate notices.

How we collect your personal data

We typically obtain personal data directly from you when you contact us, request a quote, make a booking, confirm a service, communicate with us before or after a move, or otherwise interact with our team.

We may also collect data from third parties where necessary and lawful, for example from partner businesses involved in your move, payment service providers confirming a transaction, or public sources such as property listings that you direct us to consult as part of planning a move.

Lawful bases for processing

We rely on the following lawful bases under data protection law to process your personal data:

Contract. We process personal data where it is necessary to enter into a contract with you or to perform a contract for removals and associated services. This includes handling enquiries, providing quotes, scheduling jobs, and completing the move.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and interests. This includes managing customer relationships, improving our services, ensuring the security of our operations, and maintaining appropriate records.

Legal obligation. We process certain data where we are required to do so by law, for example for tax, accounting, and record-keeping requirements.

Consent. In some cases, we may rely on your consent, for example for certain types of marketing communications or where we use optional cookies or similar technologies. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We use your personal data in order to:

Respond to enquiries, provide quotes, and discuss your moving requirements.

Plan, schedule, and deliver removal services and any associated services.

Manage our relationship with you before, during, and after your move.

Issue invoices, process payments, and handle refunds where necessary.

Maintain internal records, including records of services provided and customer interactions.

Improve our services, for example by reviewing feedback and analysing how customers use our services.

Comply with legal and regulatory requirements and respond to lawful requests from authorities where applicable.

Data sharing and processors

We may share your personal data with carefully selected third parties where this is necessary for the purposes set out in this Privacy Policy, and only to the extent required. These third parties may act as data processors on our behalf or as independent controllers where appropriate.

Third parties may include:

Service partners who help us deliver removal services, such as specialist contractors or additional vehicles where required.

Payment service providers and financial institutions that process payments and assist with fraud prevention.

Professional advisers, such as accountants or legal advisers, where this is necessary for our business operations.

IT and systems providers who supply and support our business systems, including hosting, communications, and backup services.

Regulators, law enforcement, or other authorities, where we are required to disclose data by law or to protect our legal rights.

Where we use processors, we require them to handle personal data only in accordance with our instructions, to keep it secure, and to comply with data protection law.

International transfers

Our primary operations are based in the United Kingdom. If it becomes necessary to transfer personal data outside the United Kingdom or the European Economic Area, we will do so only where appropriate safeguards are in place, such as standard contractual clauses or an equivalent legal mechanism, and we will take steps to ensure an adequate level of protection for your data.

Data retention

We retain personal data only for as long as it is reasonably necessary for the purposes described in this Privacy Policy, and to meet any legal, accounting, or regulatory requirements.

In general, we keep records of customer interactions, bookings, and invoices for a period consistent with legal limitation periods and tax and accounting rules. After these periods expire, we will securely delete or anonymise your personal data, unless we have a specific and lawful reason to retain it for longer.

Your data protection rights

Under data protection law, you have certain rights in relation to your personal data. These rights may be subject to legal conditions and exemptions, but they typically include:

The right of access. You can request confirmation of whether we process personal data about you and obtain a copy of that data, together with certain information about how it is used.

The right to rectification. You can ask us to correct or complete personal data that you believe is inaccurate or incomplete.

The right to erasure. In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

The right to restrict processing. You can ask us to limit the way we use your data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests, and we will consider whether our interests are overridden by your rights and freedoms. You also have an absolute right to object to direct marketing.

The right to data portability. Where our processing is based on your consent or on a contract and is carried out by automated means, you may have the right to receive the personal data you provided in a structured, commonly used, and machine-readable format, and to request that it is transmitted to another controller where technically feasible.

You also have the right to lodge a complaint with a data protection authority if you are concerned about how we handle your personal data. We encourage you to contact us first so we can address your concerns directly.

Security of your data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration, or disclosure. These measures are designed to provide a level of security appropriate to the risks associated with our processing activities and the nature of the data we hold.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or applicable laws. Any changes will take effect when the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

This Privacy Policy applies to all Marylebone Removals customers and prospective customers within our service area and is intended to provide clear and transparent information about our data protection practices.