Pimlico Removals Privacy Policy

This Privacy Policy explains how Pimlico Removals collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Pimlico Removals customers and enquirers in our service area, regardless of the specific removal or related service requested.

Who We Are

Pimlico Removals is a removals and related services provider. In the context of the United Kingdom General Data Protection Regulation and the Data Protection Act 2018, Pimlico Removals acts as the data controller for the personal data described in this Privacy Policy.

Types of Personal Data We Collect

We collect and process the following categories of personal data, where relevant to the services we provide:

Identification and contact details, such as name, postal address, service address, billing address, and general location information. We may also collect details of any authorised contact person you nominate to act on your behalf.

Service and contract information, including details of the property you are moving from and to, access information, dates and times of your move, details of items to be moved, packing requirements, storage needs, insurance preferences, and any special instructions related to your move.

Communication records, including information you provide when you contact us by any means, such as enquiries, quotes, bookings, feedback or complaints, as well as notes of conversations and internal correspondence relating to your enquiry or contract.

Payment and billing information, including the amount charged, payment status, partial payment information, and limited transaction details. We do not store or retain full payment card details; where necessary, these are processed securely by our chosen payment service providers.

Technical and usage data, where applicable, such as basic information about how you interact with our website or online tools, including date and time of visit, pages viewed, and similar non-identifying usage statistics.

How We Collect Personal Data

We collect personal data directly from you when you request a quote, make a booking, enter into a contract with us, communicate with us, provide feedback, or otherwise use our services. We may also receive information about you from third parties, for example from comparison services or letting or estate agents if you have asked them to arrange a removal quote or service on your behalf.

Purposes and Lawful Bases for Processing

We process your personal data only where we have a lawful basis to do so under the UK GDPR. The main purposes and associated lawful bases are as follows.

To provide quotes and respond to enquiries. We use your contact and service information to prepare and send quotations, discuss your requirements, and answer your questions. The lawful basis is taking steps at your request prior to entering into a contract and, where appropriate, our legitimate interests in operating and growing our business.

To perform our contract with you. We process your data to schedule and carry out removals, packing, storage, and any related services, to manage changes to your booking, and to communicate with you about the performance of the contract. The lawful basis is the performance of a contract with you.

To manage payments and accounts. We use your personal data to issue invoices, process payments, manage debt recovery if needed, and maintain appropriate financial records. The lawful basis is the performance of a contract with you and our legitimate interests in managing our business properly.

To manage customer service and complaints. We process your personal data to handle feedback, address complaints, resolve disputes, and improve our services. The lawful basis is our legitimate interests in maintaining high service standards and protecting our legal rights.

To comply with legal obligations. We may process and retain certain data to meet legal, regulatory, tax, accounting or insurance requirements, and to respond to lawful requests from authorities. The lawful basis is compliance with legal obligations.

To send service updates and relevant information. We may contact you with information directly relevant to a service you have booked, such as changes to your appointment, terms, or policies. The lawful basis is the performance of a contract and our legitimate interests in keeping customers informed.

To send marketing communications. With your consent, or where permitted by law on the basis of our legitimate interests, we may send you information about similar services or offers that we think may be of interest to you. You can opt out of marketing at any time.

Data Sharing and Use of Processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf or as independent controllers, where necessary for the purposes described in this Privacy Policy.

Service delivery partners. Where needed, we may share limited personal data with subcontractors or partner companies involved in providing your removal, packing, storage, or related services. They are required to handle your data securely and only for the agreed purpose.

Payment service providers. We use third party payment processors to handle card and electronic payments securely. These providers process your payment details in accordance with applicable data protection and payment security standards.

Professional advisers and insurers. We may share data with professional advisers such as accountants, auditors, or legal advisers, and with insurers where necessary for insurance cover, claims handling, or risk management.

Authorities and regulators. We may disclose personal data to law enforcement agencies, courts, regulators or other public authorities where we are legally required to do so, or where it is necessary to protect our rights or the rights of others.

When we use processors, we only appoint organisations that can provide sufficient guarantees regarding the security and confidentiality of your data, and we ensure that appropriate data processing agreements are in place.

Data Retention

We retain your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including satisfying any legal, regulatory, tax, accounting, insurance, or reporting requirements.

In general, we will retain contact, contract and billing information for a period that allows us to respond to any queries about the services provided, handle potential disputes, and comply with applicable limitation periods and regulatory requirements. After the relevant retention period has expired, we will securely delete or anonymise your personal data.

International Transfers

Our services are primarily provided within the United Kingdom. If it becomes necessary to transfer your personal data outside the United Kingdom or the European Economic Area, we will ensure that an adequate level of protection is in place. This may include using countries that have been recognised as providing an adequate level of data protection or implementing appropriate safeguards such as standard contractual clauses.

How We Protect Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include restricting access to personal data to those employees and processors who need it for legitimate business purposes, training staff on data protection responsibilities, and using physical, administrative and technical safeguards.

Your Data Protection Rights

Under data protection laws, you have a number of rights in relation to the personal data we hold about you. These rights apply to all Pimlico Removals customers in our service area, subject to certain conditions and exemptions.

Right of access. You have the right to request confirmation that we process your personal data and to obtain a copy of that data, together with certain information about how we use it.

Right to rectification. You have the right to ask us to correct or complete any personal data that is inaccurate or incomplete.

Right to erasure. In certain circumstances, you may have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and no legal obligation requires us to keep it.

Right to restriction of processing. You may have the right to request that we restrict the processing of your personal data, for example while we verify its accuracy or assess an objection you have raised.

Right to object. You may have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also always have the right to object to the use of your data for direct marketing.

Right to data portability. In certain circumstances, you may request that we provide your personal data in a structured, commonly used and machine readable format, or that we transmit it to another controller where this is 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. This will not affect the lawfulness of any processing carried out before consent was withdrawn.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe your data protection rights have been infringed. We encourage you to contact us first so that we can address your concerns.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or services. Any changes will take effect from the date of publication of the revised policy. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.