Privacy Policy - Hampton Removals

This Privacy Policy explains how Hampton Removals collects, uses, stores, shares, and protects personal data when providing removal, packing, storage, and related services. It applies to all Hampton Removals customers in the area, including individuals, households, landlords, tenants, and business clients who enquire about, book, or receive our services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who we are and what this policy covers

Hampton Removals acts as a data controller for the personal data it collects and processes in connection with its services. This policy covers information collected through direct communications, quotations, bookings, surveys, service delivery, invoicing, complaint handling, and general administration. It also explains how we may use selected third-party processors to support our business operations.

2. Personal data we collect

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

Identity information: name, title, and, where relevant, company name or business role.
Contact information: address, telephone number, and email address.
Service information: details about properties, access arrangements, move dates, inventory items, packing requirements, and special handling instructions.
Payment and billing information: records required to issue invoices, take payments, or process refunds.
Communication records: emails, notes from phone calls, messages, and complaint correspondence.
Technical information: limited usage and device data when you interact with our digital systems, such as security logs or cookie-related information, where applicable.
Special category data: in limited cases, information about health, vulnerability, or access needs may be shared with us to support safe and practical service delivery. We only process this where necessary and with appropriate safeguards.

3. How we use personal data

We use personal data for the following purposes:

To provide quotations and assess service requirements.
To confirm bookings and arrange move logistics.
To deliver removals, packing, storage, and related services.
To communicate with customers about schedules, access, and service updates.
To manage payments, invoices, refunds, and account administration.
To maintain records, resolve complaints, and manage disputes.
To meet legal, tax, accounting, and regulatory obligations.
To protect our business, customers, and staff from fraud, misuse, or security risks.
To improve our services and internal processes in a limited and proportionate manner.

4. Lawful basis for processing

We process personal data only where we have a valid lawful basis under the UK GDPR. Depending on the context, the lawful basis may be one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, managing bookings, arranging removals, and completing payment-related tasks.

Legal obligation

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

Legitimate interests

We may process data where necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. This can include service administration, fraud prevention, internal record management, and operational security. We always consider whether the processing is proportionate and necessary.

Consent

Where required, such as for certain marketing activities or processing special category data in limited circumstances, we rely on your consent. You may withdraw consent at any time, though this will not affect processing already carried out lawfully before withdrawal.

Vital interests and public task

These bases are unlikely to apply in ordinary removals work, but may be relevant in exceptional situations involving serious risk or emergency assistance.

5. Sharing data and processors

We may share personal data with trusted third parties where necessary to operate our business and deliver our services. These third parties may act as processors or independent controllers depending on the circumstances.

Examples of processors may include:

IT and cloud storage providers that host our systems and secure records.
Accounting and invoicing providers used for financial administration.
Payment service providers that process card or electronic payments.
Customer communication and scheduling tools that help manage bookings and updates.
Insurance or claims support providers where needed to handle incidents or complaints.

Where we use processors, we ensure they act only on our instructions, keep data secure, and meet relevant data protection obligations. We do not sell personal data. We may also disclose information where required by law, court order, or lawful request from public authorities.

6. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, or operational requirements. Retention periods vary depending on the nature of the data and the service provided.

Quotation and enquiry records are generally kept for a limited period to manage follow-up and business administration.
Customer service and booking records are retained for the duration of the service relationship and for a reasonable period afterward.
Financial and tax records are kept for the period required by law.
Complaint and incident records may be retained longer where necessary to defend legal claims or resolve disputes.

When data is no longer needed, we securely delete, anonymise, or archive it in line with our retention practices. We do not retain personal data indefinitely.

7. Data security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality commitments, and regular review of business systems. While no system is completely risk-free, we take reasonable steps to safeguard the information entrusted to us.

8. International transfers

If any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place. This may include the use of adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms designed to protect personal data.

9. Your rights

Under data protection law, you have rights in relation to your personal data. These rights may apply in full or in part depending on the lawful basis and the circumstances of the processing.

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 information.
Right to erasure: You may request deletion of your data in certain circumstances.
Right to restriction: You may ask us to limit how we use your data in certain situations.
Right to object: You may object to processing based on legitimate interests or direct marketing.
Right to data portability: You may request certain data in a structured, commonly used, machine-readable format where applicable.
Right to withdraw consent: Where we rely on consent, you may withdraw it at any time.

If you wish to exercise a right, we may need to verify your identity before responding. We will handle requests in accordance with applicable law and normally respond within the required timeframe.

10. Marketing communications

We may send service-related communications that are necessary for bookings, quotations, or operational updates. We will only send marketing messages where permitted by law and, where required, where you have given consent. You may opt out of marketing at any time, and we will respect your preferences.

11. Children’s data

Our services are not aimed at children. We do not knowingly collect personal data from children unless it is necessary for a household move or related service and provided by an adult with authority to do so. In such cases, we will process the data only to the extent required for the service and in a way that protects the child’s interests.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

13. Summary of our approach

Hampton Removals is committed to processing personal data responsibly, securely, and only where necessary. We collect only what we need, use it for clear and lawful purposes, retain it for appropriate periods, and share it only with trusted processors or where the law requires. We respect your rights and aim to maintain a transparent, privacy-conscious service for every customer in the area.