Privacy Policy - Towerhill Removals

This Privacy Policy explains how Towerhill Removals collects, uses, stores, shares, and protects personal data when providing removal, storage, packing, and related services. It applies to all Towerhill Removals customers in our service area, including individuals and businesses who enquire about, book, or receive our services. We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Towerhill Removals is a removals business that processes personal data in order to deliver quotes, manage bookings, complete removals, communicate with customers, and maintain records. For the purposes of data protection law, Towerhill Removals acts as a data controller in relation to the personal data described in this policy. This means we determine why and how personal data is processed.

2. What personal data we collect

We only collect personal data that is necessary for our services, legal obligations, and legitimate business operations. The categories of data we may collect include:

Identity details such as name, title, and company name.
Contact details such as address, telephone number, and email address.
Service information such as moving addresses, inventory details, access requirements, property characteristics, dates, and preferred times.
Payment and billing information such as invoice details and transaction records.
Communication records including emails, messages, call notes, complaints, and service feedback.
Operational information such as photographs supplied for quotation or planning purposes, parking notes, or special handling instructions.
Technical data if you interact with our digital systems, such as device data, IP address, and usage data, where applicable.

We do not intentionally collect special category data unless it is provided to us for a specific reason and there is a lawful basis for doing so. If such data is received inadvertently, we will handle it with appropriate care and minimise its use.

3. How we use personal data

We use personal data for the following purposes:

to provide quotations and assess service requirements;
to book, plan, and deliver removals and related services;
to communicate with customers about appointments, changes, and operational matters;
to process payments, issue invoices, and manage accounts;
to deal with complaints, claims, and service queries;
to meet legal, tax, insurance, and regulatory obligations;
to maintain business records and improve our services;
to protect our business, staff, and customers from fraud, misuse, or security incidents.

We will only use personal data for the purposes for which it was collected, unless we reasonably determine that another compatible purpose applies or we are otherwise permitted by law.

4. Lawful basis for processing

Under the UK GDPR, we must have a lawful basis to process personal data. Towerhill Removals relies on the following lawful bases, depending on the activity:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, organising removals, managing your booking, and completing the service you requested.

Legal obligation

We may process data where it is necessary to comply with legal requirements, including accounting, tax, insurance, employment, and record-keeping obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service administration, maintaining security, handling complaints, improving operations, and defending legal claims. We balance our interests against your privacy rights before relying on this basis.

Consent

In limited situations, we may rely on your consent, for example where it is needed for particular optional communications or the use of certain images or information. Where we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing before withdrawal.

Vital interests

In rare circumstances, we may process information where it is necessary to protect someone???s vital interests, such as in an emergency involving safety or welfare.

5. Data sharing and processors

We may share personal data with trusted third parties who assist us in operating our business. These parties act as processors or independent controllers, depending on the service they provide. Where they act as processors, they only process data on our instructions and under appropriate contractual safeguards.

Examples of processors and service providers may include:

IT and hosting providers that support our systems, storage, and communications;
Accounting and invoicing providers that help manage records and payments;
Customer service or communication tools used to manage enquiries and bookings;
Payment processors that handle card or electronic payments;
Insurance and claims handlers where required to resolve incidents or manage liabilities;
Professional advisers such as accountants, legal advisers, and auditors;
Delivery, storage, or subcontracted service partners where needed to fulfil your moving arrangements.

We may also disclose personal data where required by law, court order, regulatory authority, or law enforcement. We do not sell personal data.

6. International transfers

If any of our service providers process personal data outside the UK, we will take steps to ensure that appropriate safeguards are in place. These may include an adequacy decision, standard contractual clauses, or other lawful transfer mechanisms required under data protection law.

7. Retention of personal data

We retain personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of information and the purpose of processing.

As a general approach:

quotation and enquiry records are kept for a period necessary to manage the enquiry and any follow-up;
customer service and contract records are kept for the duration of the service relationship 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 until the matter is resolved and any limitation period has expired.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

8. Security of personal data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, password protection, staff confidentiality obligations, secure storage, and data minimisation practices. Although no system can be guaranteed to be completely secure, we work to keep personal data protected and to respond promptly to any suspected incident.

9. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing:

Right of access ??? you can request a copy of the personal data we hold about you.
Right to rectification ??? you can ask us to correct inaccurate or incomplete information.
Right to erasure ??? you can ask us to delete your data in certain circumstances.
Right to restrict processing ??? you can ask us to limit the way we use your data in certain cases.
Right to data portability ??? you can request certain data in a structured, commonly used format where applicable.
Right to object ??? you can object to processing based on legitimate interests, and to direct marketing where relevant.
Right to withdraw consent ??? where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner???s Office (ICO) if you are unhappy with how your data has been handled. We encourage you to raise any concerns with us first so that we can try to resolve them promptly and fairly.

10. Children???s data

Our services are not directed at children as a primary audience. We do not knowingly collect personal data from children except where it is necessary to provide services requested by an adult customer or where otherwise permitted by law. If we become aware that we have collected data from a child without appropriate authority or lawful basis, we will take steps to delete or otherwise protect that information.

11. Automated decision-making

We do not use personal data for decisions based solely on automated processing that produce legal or similarly significant effects. If this changes in the future, we will update this policy and provide the required information about the logic involved and your rights.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

13. Summary of our approach

Towerhill Removals handles personal data responsibly, transparently, and only where needed for our services, legal duties, and legitimate business purposes. We collect the minimum information necessary, use appropriate safeguards, and respect your rights under data protection law. This policy applies to all Towerhill Removals customers in our area and forms part of our commitment to privacy and compliance.