Privacy Policy - Waterloo Removals

Waterloo Removals is committed to protecting the privacy and personal data of all customers in our service area. This Privacy Policy explains how we collect, use, store, share, and protect personal data when you use our removal services, request a quote, communicate with us, or otherwise interact with us. It applies to all Waterloo Removals customers in area and is designed to comply with the UK GDPR and the Data Protection Act 2018.

1. Who we are

For the purposes of data protection law, Waterloo Removals acts as the data controller in relation to the personal data we collect and process about our customers, prospective customers, suppliers, and website users where applicable. This means we determine the purposes and means of processing personal data in connection with our business operations.

2. Personal data we collect

We only collect personal data that is relevant and necessary for providing removal and related services, managing our operations, and complying with legal obligations. The categories of data we may collect include:

Identity data such as name, title, and, where needed, identification details for access or verification purposes.
Contact data such as address, email address, and telephone number.
Service data such as property addresses, move dates, inventory details, access requirements, packing needs, and instructions relating to your removal.
Payment and transaction data such as billing information, payment status, and records of services provided.
Communication data such as correspondence by phone, email, text message, or written communication, including enquiries, complaints, and feedback.
Technical data where applicable, such as limited device or usage information if you interact with our digital services.
Legal or compliance data such as records needed for insurance, dispute resolution, fraud prevention, or regulatory compliance.

We do not intentionally collect special category data unless it is strictly necessary and you have provided it voluntarily, or we are otherwise permitted or required by law to process it. If such data is shared with us, we will handle it with enhanced care and only for a legitimate purpose.

3. How we use your data

We process personal data for the following purposes:

to provide quotes, plan removals, and deliver moving services;
to communicate with customers about bookings, changes, access arrangements, and service updates;
to manage billing, payments, and accounting records;
to maintain service quality, respond to queries, and handle complaints;
to improve our services, train staff, and manage business operations;
to comply with legal, tax, insurance, and contractual obligations;
to protect against fraud, misuse, or unlawful activity;
to establish, exercise, or defend legal claims where necessary.

We will only use your data in ways that are compatible with the purposes for which it was collected, unless we reasonably determine that another lawful basis applies.

4. Lawful basis for processing

Under GDPR, we must have a lawful basis for each processing activity. Waterloo Removals relies on the following bases:

Contract

We process personal data when it is necessary to take steps at your request before entering into a contract or to perform our contract with you. This includes managing bookings, moving household or business items, and delivering agreed services.

Legal obligation

We may process personal data where needed to comply with legal obligations, such as tax, accounting, insurance, or record-keeping requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include service administration, customer support, fraud prevention, business improvement, and internal record management.

Consent

In limited circumstances, we may rely on your consent, for example where it is appropriate for optional communications or the processing of certain data not covered by another lawful basis. Where we rely on consent, you may withdraw it at any time.

5. Sharing personal data and processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties act as processors or, in some cases, independent controllers. We require appropriate safeguards and only share the minimum data needed for the relevant purpose.

Examples of processors and service providers may include:

IT and cloud service providers that host secure systems or store data;
payment processing providers;
accounting, bookkeeping, and administrative service providers;
professional advisers such as insurers, lawyers, or auditors;
subcontracted removal staff or logistics partners where needed to complete a move;
communication and document management providers;
regulatory bodies, law enforcement, or courts where disclosure is required by law.

Where a processor handles personal data on our behalf, we ensure that it is bound by a written contract requiring confidentiality, security, and compliance with data protection law. Processors may only use the data according to our instructions and for the agreed purpose.

6. International transfers

If personal data is transferred outside the UK or the European Economic Area, we will take appropriate steps to ensure that adequate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. We will only make such transfers where necessary and where data protection protections remain in place.

7. Data retention

We keep personal data only for as long as necessary to fulfil the purposes described in this Policy, including any legal, accounting, insurance, or reporting requirements. Retention periods may vary depending on the type of data and the purpose for which it was collected.

In general:

quotation and enquiry records may be retained for a limited period after the enquiry ends;
customer contract and service records may be retained for the duration of the service relationship and for a period afterwards;
financial and tax records may be kept for the period required by law;
correspondence and complaint records may be retained for as long as necessary to resolve issues and support compliance;
data used for legal claims may be retained until the relevant limitation period expires.

When data is no longer required, it will be securely deleted, anonymised, or archived in a manner that prevents unnecessary access.

8. Your rights

Under data protection law, you have a number of rights regarding your personal data. These rights may apply depending on the circumstances and the lawful basis being used. They include:

Right of access – you can request confirmation of whether we process your personal data and ask for a copy of it.
Right to rectification – you can ask us to correct inaccurate or incomplete information.
Right to erasure – in certain cases, you may request deletion of your personal data.
Right to restriction – you may ask us to limit how we use your data in specific circumstances.
Right to object – you may object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability – where processing is based on consent or contract and carried out by automated means, you may request transfer of certain data in a structured format.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.

We will respond to valid requests within the time limits required by law. Please note that some rights may be limited where we need to retain or process data for legal claims, compliance, or other lawful purposes.

9. Security of your data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices. While no system can be guaranteed completely secure, we take data protection seriously and continually work to improve our safeguards.

10. Children's data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is incidental to a household move and necessary for service delivery or legal compliance. Where such information is processed, it will be handled only to the extent required and in accordance with applicable law.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or business operations. Any updates will take effect when published or otherwise communicated. We encourage customers to review this Policy periodically so they remain informed about how their personal data is handled.

12. Summary of our commitments

Waterloo Removals will only collect personal data that is necessary, use it for clear and lawful purposes, share it responsibly with trusted processors, retain it for no longer than needed, and respect your rights under GDPR. This Policy applies to all Waterloo Removals customers in area, and we are committed to processing personal data fairly, lawfully, and transparently.

By using our services, you acknowledge that you have read and understood this Privacy Policy.