Isleworth Removals Privacy Policy and Data Protection
This Privacy Policy explains how Isleworth Removals collects, uses, stores, and protects personal data relating to customers and prospective customers. It applies to all Isleworth Removals customers and individuals making enquiries within our service area, regardless of how you contact us or use our services.
Isleworth Removals is committed to protecting your privacy and handling your personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.
Data Controller
For the purposes of data protection law, Isleworth Removals is the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means by which your personal data is processed when you use our services, request a quote, or otherwise interact with us.
What Personal Data We Collect
We may collect and process the following categories of personal data when you contact us, request a quotation, make a booking, or use our services:
Identification and contact details, such as your full name, billing address, collection and delivery addresses, and other contact details you provide to arrange a removal or related service.
Communication data, such as the content of your messages, enquiries, feedback, and any notes we make in relation to your enquiry or booking.
Service and contract data, such as details of the services you request, inventory or item descriptions you share for quotation purposes, dates and times of bookings, payment amounts, and any instructions or preferences you provide for the move.
Payment-related information, such as payment transaction details and confirmation that payment has been made. We do not store full card details if payment is taken through a secure third-party payment processor.
Usage and technical data, which may include basic information about how you interact with our website or online forms, such as pages visited, time and date of visits, and browser type, collected through cookies or similar technologies where applicable.
Any other information you voluntarily provide, for example when you leave a review, respond to a survey, or contact us for support.
Lawful Basis for Processing Personal Data
We only process your personal data when we have a lawful basis to do so. Depending on the circumstances, Isleworth Removals may rely on the following lawful bases:
Contract: We process personal data when it is necessary to enter into or perform a contract with you, such as when you request a quotation, confirm a booking, or we provide removal or storage services.
Legal obligation: We may process and retain certain personal data to comply with legal and regulatory requirements, including record-keeping, tax, and accounting obligations.
Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and these interests are not overridden by your rights. This may include managing our relationship with you, improving our services, preventing fraud, and ensuring the security of our operations.
Consent: In some cases, we rely on your consent, for example where we send you certain types of direct marketing communications that are not based on legitimate interests. You can withdraw your consent at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide quotations, respond to enquiries, and communicate with you about potential or confirmed bookings.
To plan, manage, and deliver removal, packing, storage, or related services you have requested.
To manage billing, payment processing, and financial records associated with your contract.
To handle complaints, resolve disputes, and provide customer support.
To improve our services, processes, and customer experience, including through internal analysis.
To send you service-related messages, such as booking confirmations, schedule updates, and important information about your move.
To comply with legal obligations and cooperate with competent authorities when lawfully required.
To protect our business, prevent fraud, and maintain the security of our systems, staff, and customers.
Data Processors and Third Parties
Isleworth Removals may engage carefully selected third parties to act as data processors on our behalf. These processors only process your personal data in accordance with our written instructions and solely for the purposes described in this Privacy Policy.
Categories of third-party processors may include:
Payment service providers that securely process payments for our services.
IT and hosting providers that support our website, email, and business systems.
Professional advisers such as accountants or auditors when necessary for legal and regulatory purposes.
In some cases, and only where necessary for the performance of our contract with you, we may share limited data with partners involved in delivering the service, such as subcontracted drivers or storage providers. These parties are expected to handle your personal data in a secure and confidential manner and in accordance with data protection law.
We do not sell your personal data to third parties.
International Data Transfers
Our main processing operations are based in the United Kingdom. If any of our processors or service providers transfer personal data outside the United Kingdom or European Economic Area, we will take appropriate steps to ensure that your data is protected in line with applicable data protection laws, such as by using standard contractual clauses or ensuring that the destination country has an adequate level of protection.
Data Retention
We retain your personal data only for as long as is necessary for the purposes for which it was collected, including for the purposes of satisfying legal, accounting, or reporting requirements.
In general, contact, contract, and billing information related to customers will be retained for a period consistent with our legal and regulatory obligations, typically for several years after the end of your contract or our last interaction with you. After this period, data will be securely deleted or anonymised, unless we are required to retain it for a longer period by law or for the establishment, exercise, or defence of legal claims.
Where personal data is held based solely on your consent, we will retain it until you withdraw your consent or until it is no longer needed for the purpose for which it was collected, whichever is sooner.
Your Data Protection Rights
As a customer or individual in our service area, you have a number of rights under data protection law in relation to your personal data processed by Isleworth Removals. Subject to certain conditions and exemptions, these include:
Right of access: You have the right to request confirmation that we process your personal data and to receive a copy of the personal data we hold about you.
Right to rectification: You have the right to request that inaccurate or incomplete personal data we hold about you is corrected or updated.
Right to erasure: In certain circumstances, you may request that we delete your personal data. This is not an absolute right and may be subject to our need to retain data for legal or contractual reasons.
Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.
Right to object: You may object to our processing of your personal data where we are relying on legitimate interests as our lawful basis. You also have the right to object at any time to processing for direct marketing purposes.
Right to data portability: Where processing is based on consent or contract and is carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, and machine-readable format, and to request that it is transmitted to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent for specific processing activities, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.
Security of Your Personal Data
We implement appropriate technical and organisational measures designed to protect your personal data from unauthorised access, accidental loss, destruction, or damage. These measures may include access controls, secure storage, staff training, and regular review of our security procedures. While we take reasonable steps to protect your personal data, no system can be fully secure, and you share information with us at your own risk.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. Any changes will take effect when the updated version is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.
