Marble Arch Removals Privacy Policy

This Privacy Policy explains how Marble Arch Removals collects, uses, stores and protects your personal data when you use our removal and related services. It applies to all Marble Arch Removals customers and prospective customers in our service area, regardless of the communication channel or service package you choose.

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 the Data Protection Act.

Who We Are

Marble Arch Removals is a removals and relocation services provider operating in the local area and surrounding regions. For the purposes of data protection law, Marble Arch Removals is the data controller in respect of the personal data that we collect and process about you when you use our services.

Scope of This Privacy Policy

This Privacy Policy applies to all Marble Arch Removals customers and prospective customers in our area of operation. It covers personal data collected through our quotations process, booking and service delivery, customer service interactions, and any other contact you have with us in relation to our services.

Types of Personal Data We Collect

We may collect and process the following categories of personal data about you:

Identification data, such as your full name and, where relevant, your job title if you are booking on behalf of a business.

Contact details, such as your correspondence address, collection and delivery addresses, and any alternative contact address you provide, together with your preferred contact details.

Service information, including details of the properties we are collecting from and delivering to, access information you provide to us, descriptions of items to be moved, inventory lists, requested dates and times, and any special instructions relating to the service.

Billing and transaction data, such as billing address, payment status, invoices issued and records of payments made. Payment card details are processed by our payment processor and are not stored by us.

Communication records, including information you provide in emails, forms, messages and phone calls, as well as any feedback, reviews or complaints.

Technical data, where applicable, such as basic information generated when you visit our website, including your approximate location and device type, to the extent necessary to operate and secure our online services.

How We Collect Your Data

We collect personal data directly from you when you request a quote, make a booking, contact us with an enquiry, use our services, or provide feedback. We may also receive information from third parties you authorise, for example estate agents, landlords or business partners who arrange a removal on your behalf.

Lawful Bases for Processing

We rely on the following lawful bases for processing your personal data:

Contractual necessity. We process your personal data to provide you with quotations, to accept and manage your bookings, to carry out removals and related services, to communicate with you about your service, and to handle payments. Without this information we would not be able to perform our contract with you.

Legal obligations. We may process and retain certain information as required by law, such as for tax, accounting, regulatory and insurance purposes.

Legitimate interests. We may process your data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This can include maintaining accurate records of our services, improving our operations, preventing fraud, ensuring the security of our staff and customers, managing disputes and defending legal claims.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of optional marketing communication. Where we rely on consent, you are free to withdraw it at any time, and this will not affect the lawfulness of processing carried out before you withdrew consent.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations, estimates and service proposals based on the information you give us.

To set up, confirm and manage your booking, including scheduling our teams and vehicles.

To deliver our removal and associated services at the agreed addresses and times, including planning access and handling any special requirements you have identified.

To communicate with you before, during and after the service, for example to provide confirmations, changes to arrangements or service updates.

To issue invoices, process payments via our payment processors, and maintain accurate financial records.

To manage customer service enquiries, feedback, claims and complaints.

To maintain the security of our staff, vehicles, customers and property, including where necessary cooperating with law enforcement or insurers.

To improve our services, operations and customer experience, including internal analysis of anonymised or aggregated data where possible.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy, including for the purposes of satisfying legal, accounting or reporting requirements.

In general, we keep records relating to our services and transactions for a period that allows us to respond to queries, handle potential disputes or claims, and comply with statutory retention obligations. After the relevant retention period has expired, personal data is securely deleted or irreversibly anonymised.

The specific retention period may vary depending on the type of data and the applicable legal requirements. Factors taken into account include the nature of the data, the risks associated with unauthorised use or disclosure, the purposes for which we process your data, the time limits within which claims may be made, and our legal and regulatory obligations.

Data Processors and Third Parties

We may share your personal data with trusted third-party service providers who act as data processors on our behalf. These processors only process your data in accordance with our instructions and for the purposes specified in this Privacy Policy. They are required to implement appropriate technical and organisational measures to protect your data.

Categories of data processors may include:

Payment processing providers, who handle card and electronic payments securely.

IT, hosting and cloud service providers who support our technical systems and data storage.

Communication service providers who facilitate messaging, scheduling or notification services.

Administrative, accounting or professional service providers who assist us with business operations, compliance and legal matters.

We may also share your personal data with other third parties in the following limited circumstances:

Where required by law, regulation or court order, or in response to a lawful request from law enforcement or regulatory authorities.

Where it is necessary to establish, exercise or defend legal claims.

Where you have explicitly requested or consented to us sharing specific information, for example with another service provider to coordinate your move.

International Transfers

Where any of our data processors or their servers are located outside the United Kingdom or the European Economic Area, we take appropriate steps to ensure that your personal data receives an equivalent level of protection. This may include relying on adequacy decisions, using standard contractual clauses, or other recognised safeguards under data protection law.

Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access.

Measures include restricting access to personal data to those staff and processors who need it for legitimate business purposes, using secure systems and methods for storing and transmitting information, and providing guidance to staff on their data protection responsibilities.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exceptions. These include:

Right of access. You can request confirmation as to whether we hold personal data about you and ask for a copy of that data, together with information about how we process it.

Right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

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

Right to restriction of processing. You can ask us to restrict the processing of your data in certain situations, for example while we are verifying its accuracy or assessing an objection you have raised.

Right to object. You may object to processing that is based on our legitimate interests, on grounds relating to your particular situation. We will stop processing unless we have compelling legitimate grounds to continue which override your interests, rights and freedoms, or the processing is required for legal claims.

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

Right to withdraw consent. Where we rely on your consent, you can withdraw that consent at any time. This will not affect processing that has already taken place but may affect our ability to provide certain services to you.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have any questions or concerns about how we handle your personal data, you can contact us using the details provided on our main contact channels. We will respond to your request in accordance with applicable legal requirements.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your rights have been infringed or that your personal data has not been handled in accordance with the law.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we protect your personal data.