Chelsea Removals Privacy Policy

This Privacy Policy explains how Chelsea Removals collects, uses, stores and shares personal data when you contact us, request a quote, or use our removal and related services. It applies to all Chelsea Removals customers and prospective customers within our service area.

We are committed to protecting your privacy and handling your personal data in accordance with the UK General Data Protection Regulation, the EU General Data Protection Regulation where applicable, and all relevant data protection laws.

Who We Are

Chelsea Removals is a removals and relocation service provider operating within our defined service area. For the purposes of data protection law, Chelsea Removals is the data controller of the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal data.

Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services. The types of personal data we may collect include:

Identification details such as your name and title.

Contact details such as your postal address, collection and delivery addresses, and general location within our service area.

Communication details such as your preferred contact methods and the content of communications you send to us, including enquiries, quote requests and feedback.

Service details such as information about the property you are moving from and to, access arrangements, parking information, inventory or lists of items to be moved, and any special handling instructions.

Booking and transaction details such as dates and times of moves, reference numbers, amounts paid, and methods of payment. Payment card details are processed securely by our payment processor and are not retained by us beyond what is necessary to confirm payment.

Technical and usage data such as basic information about how you interact with our website or online forms, for example the pages you visit, the time and date of your visit and your general device type. This information is typically collected using cookies or similar technologies where permitted by law.

How We Collect Personal Data

We may collect your personal data in a variety of ways, including:

When you contact us directly by phone, through online forms, or in person to request a quotation or information about our services.

When you enter into a contract with us for removal or related services.

When you provide feedback or lodge a complaint about our services.

When you visit or interact with our website, including when you submit an enquiry or booking request.

In some cases, where it is lawful and appropriate, we may receive your details from third parties such as comparison sites, relocation agents, or partners that help manage part of the booking process. In those cases, the third party is responsible for ensuring they have a lawful basis to share your data with us.

Lawful Bases for Processing Your Data

We process your personal data on one or more of the following lawful bases:

Contract. We process personal data where it is necessary to enter into or perform a contract with you, such as when providing quotes, confirming bookings, scheduling moves, and delivering our removal services.

Legal obligation. We may process your data where necessary 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 or those of a third party, and where your interests and fundamental rights do not override those interests. This can include improving our services, managing risk, handling complaints, and protecting our property and rights.

Consent. In limited cases, we may rely on your consent, for example for certain types of optional communications or cookie use where consent is required. Where processing is based on consent, 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 your enquiries and supply information about our services.

To set up, manage and fulfil your bookings, including planning routes, scheduling teams, and carrying out your move.

To communicate with you before, during and after your move regarding arrangements, changes, and follow-up queries.

To process payments, manage invoices and maintain financial records.

To handle complaints, resolve disputes and respond to feedback.

To manage our business operations, including quality control, staff training and service improvements.

To comply with applicable laws and regulations and respond to lawful requests from public authorities.

Data Sharing and Processors

We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy and where permitted by law. These third parties act as data processors or, in some cases, as independent controllers.

Categories of third parties may include:

Payment service providers who process payments on our behalf.

IT and hosting providers who support our website, email, booking systems, and data storage.

Operational partners who assist in delivering services, such as specialist packing, storage facilities, or additional vehicles when required.

Professional advisors such as accountants, auditors or legal advisors where necessary for legitimate business or legal reasons.

Public authorities or law enforcement agencies where we are required or permitted by law to do so.

Where we use data processors, we ensure they are subject to data protection obligations, including duties of confidentiality, security requirements and restrictions on how they may use the data.

International Transfers

Our primary data storage and processing activities take place within the United Kingdom or the European Economic Area. If it becomes necessary to transfer personal data to a country outside these regions, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other mechanisms approved by data protection authorities.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for satisfying any legal, accounting or reporting requirements.

In general, we will retain:

Enquiry and quotation information for a limited period after the quote is provided, so we can respond to follow-up questions and manage our records.

Contract and booking information, including invoices and financial records, for the period required under tax and accounting laws.

Complaint and dispute information for as long as necessary to manage and resolve the issue and to demonstrate how we handled it.

When personal data is no longer needed, it will be securely deleted, anonymised or archived in accordance with our internal policies and applicable legal requirements.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

The right of access. You can request confirmation of whether we hold personal data about you and obtain a copy of that data, along with information about how it is processed.

The right to rectification. You can ask us to correct inaccurate or incomplete personal data.

The right to erasure. In certain circumstances, you may request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no legal obligation to retain it.

The right to restrict processing. You may ask us to restrict the processing of your data in certain situations, such as while we are verifying its accuracy or considering an objection you have raised.

The right to object. You can object to certain types of processing carried out on the basis of our legitimate interests, on grounds relating to your particular situation.

The 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 and machine-readable format and to transmit it to another controller.

Where we rely on consent to process your data, you have the right to withdraw that consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

You also have the right to lodge a complaint with a data protection supervisory authority if you are concerned about how your personal data is being handled. We encourage you to contact us first so we can try to resolve your concerns.

Data Security

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures are designed to provide a level of security appropriate to the risks presented by the processing of your data.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. The updated version will be effective from the date it is made available. We recommend that you review this page periodically to stay informed about how we use and protect your personal data.

Contacting Us About Privacy

If you have any questions about this Privacy Policy, how we process your personal data, or if you wish to exercise any of your data protection rights, you can contact Chelsea Removals using the contact details provided on our website or through your usual communication channels with us.

This Privacy Policy applies to all Chelsea Removals customers and prospective customers in our service area and is intended to provide clear and transparent information about our data protection practices.