Privacy Policy

Waterloo Removals Privacy Policy

This Privacy Policy explains how Waterloo Removals collects, uses, stores and protects personal data about its customers and prospective customers within its service area. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act.

By using our services, requesting a quote or otherwise interacting with Waterloo Removals, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Waterloo Removals customers and prospective customers in our operating area, including individuals and businesses who request information, quotations, bookings or support relating to removals, storage, or associated services.

It covers personal data collected through any channel, including in person, by phone, by post, through online forms, and any other direct contact with Waterloo Removals.

Personal Data We Collect

Waterloo Removals may collect and process the following categories of personal data about you, where relevant to the services we provide:

Identity and contact details, such as your name, title, postal address, property details, and any other contact information you choose to provide.

Service and booking information, such as details of your removal or storage requirements, inventory information, access details for properties, preferred dates and times, and any instructions necessary to deliver our services.

Financial and payment information, such as records of payments made, payment method, invoices, and related transaction records. We do not store full payment card details where payments are processed through a secure third-party provider.

Communication records, including emails, correspondence records from phone calls or other interactions, customer service notes, and any feedback or complaints you may submit.

Usage and technical information, such as limited technical data generated when you visit our online pages, to the extent that such data is required for security, service delivery, or analytics.

How We Collect Your Data

We collect personal data directly from you when you contact Waterloo Removals, request a quote, make a booking, communicate with our staff, or otherwise use our services.

We may also receive personal data indirectly, for example where another person arranges a removal on your behalf or where a business provides your details as a contact for a service. In all cases, we take reasonable steps to ensure that you are informed about our processing of your personal data.

Lawful Bases for Processing

Waterloo Removals only processes personal data where we have a valid legal basis under data protection law. Depending on the circumstances, we rely on one or more of the following lawful bases:

Contract. We process your personal data when it is necessary to enter into, or perform, a contract with you, such as providing a quotation, confirming a booking, carrying out a removal or providing storage services, and issuing invoices.

Legal obligation. We process certain data to comply with legal and regulatory obligations, including tax and accounting requirements, health and safety obligations, and responding to lawful requests from authorities.

Legitimate interests. We process personal data when it is necessary for our legitimate interests, or those of a third party, and these are not overridden by your interests or fundamental rights. This may include managing our business operations, improving our services, preventing fraud, ensuring site and system security, and handling queries or complaints.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of optional communications or where required by law. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

Waterloo Removals uses personal data for the following purposes:

To provide removals, storage and associated services you have requested, including preparing quotations, planning moves, and completing jobs.

To manage our relationship with you, such as handling enquiries, confirming arrangements, responding to questions, and providing customer support.

To administer billing and payments, including issuing invoices, processing transactions, and maintaining proper business and accounting records.

To improve our services and operations, for example through internal analytics, monitoring performance, and reviewing customer feedback.

To maintain the security and integrity of our systems, premises and services, and to detect and prevent fraud, misuse or unlawful activities.

To meet our legal and regulatory obligations, and to cooperate with regulators, law enforcement and other authorities where required.

Data Sharing and Processors

Waterloo Removals may share your personal data with third parties where this is necessary for the purposes described in this Privacy Policy, and only in accordance with data protection law.

Service providers and processors. We may engage carefully selected third-party service providers to process data on our behalf, such as payment processors, accounting and administrative support providers, IT and hosting providers, and document storage or shredding services. These processors act on our instructions and are contractually required to protect your personal data.

Professional advisers. We may share data with our professional advisers, such as accountants, auditors, legal advisers and consultants, insofar as this is necessary for them to provide their services to us.

Authorities and legal recipients. We may disclose personal data where required to comply with the law, enforce our agreements, protect our rights or the rights of others, or assist with the prevention and detection of crime.

We do not sell your personal data to third parties. Any sharing is limited to what is necessary and proportionate for the relevant purpose.

International Data Transfers

Where it is necessary to transfer personal data outside the United Kingdom or European Economic Area, we will do so only where appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to ensure your data remains protected to a standard essentially equivalent to that in the UK.

Data Retention

Waterloo Removals keeps personal data only for as long as is necessary for the purposes for which it was collected, or as required by law.

In general, contact and service-related records are retained for a period that allows us to fulfil our contractual obligations, respond to queries, and meet statutory record-keeping requirements, including those relating to tax and accounting. After the relevant retention period expires, data is securely deleted or anonymised.

The precise retention period may vary depending on the category of data and the applicable legal obligations or limitation periods for claims. We regularly review the personal data we hold and securely dispose of data that is no longer required.

Data Security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.

These measures include restricting access to personal data to those employees and contractors who need it for their role, staff training on data protection, and the use of safeguards appropriate to the sensitivity of the data and the risks involved in processing.

While we work to protect your personal data, no system can be completely secure, and we cannot guarantee absolute security of information transmitted to or by us.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data processed by Waterloo Removals. These rights may be subject to conditions and legal limitations, but we will always respond to your requests in accordance with applicable law.

Right of access. You can request confirmation of whether we process your personal data and, if so, receive a copy of that data along with certain information about how it is used.

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

Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you have withdrawn consent and there is no other legal basis for processing.

Right to restriction. You can request that we restrict the processing of your personal data in specific situations, such as while we are verifying its accuracy or assessing an objection you have raised.

Right to object. You can object to processing based on our legitimate interests where you believe your rights and interests outweigh our grounds for processing.

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

Right to withdraw consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of any processing carried out before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights in relation to Waterloo Removals, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our official customer communications or website. We will respond to your request as soon as reasonably possible and within the time limits set by law.

You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed. We encourage you to contact us first so that we can seek to resolve any issues directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Any updates will be made available through our usual communication channels, and the updated policy will apply from the date it is published.

We recommend that you review this Privacy Policy periodically so that you remain informed about how Waterloo Removals collects and processes personal data for customers in our service area.