This Privacy Policy explains how Tower Hill Removals collects, uses, stores and protects your personal data when you use our removal and related services. It applies to all Tower Hill Removals customers and prospective customers in our service area, as well as visitors who contact us about our services.
We are 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 applicable data protection laws.
Tower Hill Removals is a removals and related services provider operating in our local service area. This Privacy Policy applies to all personal data we process in connection with enquiries, quotes, bookings, service delivery, and any follow-up communications with customers and potential customers in our area.
By engaging with us, you acknowledge that you have read this Privacy Policy and understood how and why we process your personal data. If you do not agree with any part of this policy, you should not provide personal data to us or should inform us of any concerns so we can address them where possible.
The personal data we collect depends on how you interact with us and which services you use. We may collect and process the following categories of personal data:
Identification and contact details, such as your full name, postal address, service addresses for collection and delivery, and any other contact details you choose to share with us so that we can respond to your enquiry and deliver our services.
Service information, such as details about your move or removal, property access information, inventory details for items to be moved, special handling instructions, preferred dates and times, and any other information you provide to help us plan and carry out your removal.
Contract and billing information, such as details of your quotes, bookings, invoices, payments, billing address, and records of the services you have purchased from us.
Communication records, such as details of enquiries, complaints, feedback, and other correspondence between you and Tower Hill Removals, including notes taken during calls or visits for the purpose of providing our services to you.
Technical and usage data, which may include basic information about how you access and use our website or online forms, such as time and date of visits and the pages you view, collected through standard web technologies for security and service improvement.
We collect personal data directly from you when you contact us, request a quote, make a booking, or communicate with us in any way. This includes data you provide by phone, in person, through our website or any forms, or in writing.
We may also obtain personal data indirectly, for example when a third party contacts us on your behalf to arrange a removal or related services, or when an existing customer provides your details as the contact person for a particular job. In such cases, we will take reasonable steps to ensure you are aware that we are processing your personal data and direct you to this Privacy Policy.
We will only process your personal data where we have a lawful basis to do so. Depending on the circumstances, we rely on one or more of the following lawful bases under the UK GDPR:
Contract: We process personal data when it is necessary to enter into a contract with you or to perform a contract, for example to provide you with a quote, make a booking, carry out your removal, handle your payments, or deliver aftercare services.
Legal obligation: We process personal data when necessary to comply with legal or regulatory obligations, such as record-keeping, tax, accounting, insurance and health and safety requirements.
Legitimate interests: We may process personal data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This includes managing our relationship with you, improving our services, handling customer queries, ensuring security, and preventing fraud or misuse of our services.
Consent: In limited circumstances, we may rely on your consent, for example where you specifically agree to receive certain types of marketing communications. Where we rely on consent, you may withdraw it at any time.
We use your personal data for the following purposes:
To respond to your enquiries, provide quotes, and discuss your removal or related requirements.
To plan, organise and deliver removal and associated services, including arranging access, managing logistics and handling your items safely.
To manage our contractual relationship with you, including processing bookings, sending confirmations, managing payments, and issuing invoices or receipts.
To provide customer support, handle complaints, resolve disputes and respond to feedback.
To maintain business records, manage our accounts and meet legal, regulatory and insurance obligations.
To improve our services, processes and customer experience, including through analysis of anonymised or aggregated data where appropriate.
To protect the security and integrity of our systems, premises, staff and customers, and to detect and prevent fraud or other misuse.
We do not sell your personal data. We may share your personal data with third parties only when it is necessary, lawful and subject to appropriate safeguards.
Service providers and processors. We may share your data with carefully selected third party service providers who act as data processors on our behalf, such as providers of data storage, IT support, accounting, and logistics support. These processors are only permitted to use your personal data in accordance with our instructions and for the purposes we specify, and they are required to protect your data in line with data protection law.
Professional advisers and authorities. Where necessary, we may share relevant personal data with professional advisers such as accountants, insurers or legal advisers, and with regulatory or law enforcement authorities when required by law or to protect our rights or the rights of others.
Other third parties. In limited circumstances, we may share your personal data with third parties involved in providing a service to you where this is necessary for fulfilling your contract, such as partner companies providing specialist services connected to your removal. We will only share the information strictly required for that purpose.
If we transfer personal data outside the UK or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy decisions or standard contractual clauses, to protect your data to a standard equivalent to UK data protection law.
We keep your personal data only for as long as necessary for the purposes for which it was collected, including for the purposes of satisfying legal, accounting or reporting requirements.
In general, we will retain personal data relating to quotes, bookings and completed services for a period consistent with legal limitation periods and tax and accounting rules. After the relevant retention period has expired, we will either securely delete or anonymise your personal data so that it can no longer be associated with you.
The exact retention period may vary depending on the type of data and the context in which it was collected. We take reasonable steps to ensure that data we no longer need is securely destroyed or irreversibly anonymised.
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to those employees, contractors and service providers who have a genuine business need to know it and who are subject to confidentiality obligations.
While we use reasonable security measures, no system can be completely secure. We cannot guarantee the absolute security of information transmitted to us, but we will act promptly to investigate and mitigate any suspected data security breach and, where legally required, to notify you and relevant regulators.
Under data protection law, you have the following rights in relation to the personal data that we hold about you, subject to certain conditions and exemptions:
Right of access: You have the right to obtain confirmation as to whether we process your personal data and to request a copy of the data we hold about you.
Right to rectification: You have the right to request that inaccurate or incomplete personal data be corrected.
Right to erasure: In certain circumstances, you may request that we delete or remove your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal basis to retain it.
Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised.
Right to object: You may object to our processing of your personal data where we rely on legitimate interests as our legal basis. We will assess your objection and stop processing your data unless we have compelling legitimate grounds that override your interests and rights, or where processing is required for legal claims.
Right to data portability: In some cases, you may request that we provide your personal data in a structured, commonly used and machine-readable format and transfer it to another controller where this is technically feasible.
Right to withdraw consent: Where we rely on your consent to process personal data, you may withdraw that consent at any time. This will not affect the lawfulness of processing before consent was withdrawn.
If you wish to exercise any of these rights, please contact us using the contact methods you normally use for dealing with Tower Hill Removals. We may need to verify your identity before responding to your request, and we will respond within the time limits required by law.
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other reasons. Any updated version will apply from the date it is published. We encourage you to review this policy periodically to stay informed about how we protect your personal data.
Your continued use of our services after any changes to this Privacy Policy will be taken as your acceptance of the revised terms to the extent permitted by law.
