Privacy Policy - Queens Park Removals

This Privacy Policy explains how Queens Park Removals collects, uses, stores, shares, and protects personal data when providing removal, moving, packing, storage, and related services. It applies to all Queens Park Removals customers in area, including prospective customers, current customers, former customers, and anyone who contacts us for a quote, booking, or support.

We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy should be read together with any service terms or booking information you receive from us.

1. Personal Data We Collect

We collect only the data needed to deliver our services, manage our business, and meet our legal obligations. The information we collect may include:

Identity information such as your name and, where relevant, the names of household members or business representatives.
Contact details such as your address, email address, and telephone number.
Service details including pickup and delivery addresses, property access information, inventory details, moving dates, special handling requirements, and service preferences.
Payment information such as payment confirmation, billing records, and transaction references. We do not intentionally store full card details unless this is required by a secure payment provider.
Communication records including enquiries, quotes, complaints, feedback, emails, call notes, and messages relating to your booking.
Operational data such as vehicle, crew, and scheduling information needed to complete your removal.
Identification or verification data where required for fraud prevention, insurance, access control, or legal compliance.
Special category data only where you choose to share it and only when necessary, for example if moving arrangements require support needs to be considered. We will handle such information with extra care and only where a lawful basis applies.

We may collect data directly from you, from someone authorised to act on your behalf, from third parties involved in the service, or from publicly available and lawful sources where necessary.

2. How We Use Your Data

Queens Park Removals uses personal data for the following purposes:

to provide quotes and assess your moving requirements;
to confirm and manage bookings;
to plan routes, allocate staff, and carry out removal services;
to communicate about service updates, timing changes, and delivery arrangements;
to issue invoices, process payments, and manage refunds or disputes;
to respond to enquiries, feedback, complaints, and claims;
to maintain business records and improve our operations;
to meet legal, accounting, tax, insurance, and regulatory obligations;
to protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We only use your data for purposes that are compatible with the reasons it was collected. If we need to use your data for a new and unrelated purpose, we will ensure a lawful basis applies and provide appropriate notice where required.

3. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, managing bookings, delivering removal services, and handling payment or service issues.

Legal Obligation

We may process personal data where needed to comply with legal requirements such as tax rules, accounting obligations, insurance responsibilities, health and safety requirements, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This includes managing operations, preventing fraud, maintaining service quality, responding to disputes, and improving our business. We always consider whether the processing is necessary and whether it is proportionate.

Consent

In limited cases, we may rely on your consent, particularly where you provide optional information or agree to receive certain types of communication not required for the service. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests and Public Task

These bases are unlikely to apply in most cases, but may be used if there is an emergency or a legal requirement involving public interest.

4. Data Sharing and Processors

We may share personal data with trusted third parties who assist us in providing services or operating our business. These third parties act as data processors or independent controllers depending on the service they provide. We only share the minimum data necessary and require appropriate safeguards.

Examples of processors and recipients may include:

Payment service providers who process transactions securely on our behalf.
Booking, scheduling, and customer management providers who help organise services and maintain records.
IT and cloud hosting providers who store and secure business data.
Accountants and professional advisers who support tax, financial, insurance, or legal obligations.
Insurance providers and claims handlers where a claim, incident, or liability issue arises.
Subcontractors, drivers, and crew members who need relevant service information to complete your move.
Regulators, law enforcement, and public authorities where disclosure is required by law or necessary to protect rights, property, or safety.

We do not sell your personal data. Where a third party processes data on our behalf, they are required to use it only according to our instructions and to keep it secure.

5. International Transfers

If any service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms required by data protection law.

6. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including satisfying legal, accounting, insurance, and reporting requirements. Retention periods may vary depending on the type of information and the nature of our relationship with you.

Enquiry data may be kept for a limited period if no booking follows, to allow us to respond to follow-up questions and manage internal records.
Booking and service records are generally retained for the duration of the service and for a reasonable period afterwards.
Financial and tax records are kept for the period required by law.
Claims, complaints, and dispute records may be retained longer where needed to establish, exercise, or defend legal claims.

When data is no longer required, we will delete, anonymise, or securely archive it in accordance with our retention practices. We do not keep personal data longer than necessary.

7. How We Protect Your Information

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of systems and procedures.

Although we work hard to protect your information, no method of transmission or storage is completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will handle it in line with applicable legal requirements.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal limits, these may include:

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

If you wish to exercise any of these rights, we may need to verify your identity before responding. Some rights may not apply in all situations, especially where we must keep data for legal reasons.

9. Marketing Communications

We may send service-related messages that are necessary to manage your booking or provide updates. We will only send optional marketing communications where permitted by law and, where required, with your consent. You can object to marketing at any time, and we will respect your preferences.

10. Children’s Data

Our services are intended for adults or authorised representatives arranging removal services. We do not knowingly collect children’s personal data unless it is incidentally included in the course of providing a household moving service. If this occurs, we will only process such data as necessary for the service and in line with data protection law.

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 protection practices. The latest version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Your Position

In summary, Queens Park Removals processes personal data fairly, securely, and only where we have a lawful basis to do so. We collect information necessary to deliver moving services, retain it only as long as needed, and share it only with trusted processors or other parties where required. Your privacy matters to us, and we aim to keep your data protected and used responsibly at every stage.