Pimlico Removals Privacy Policy

This Privacy Policy explains how Pimlico Removals collects, uses, stores and protects personal data relating to our customers and prospective customers. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Pimlico Removals customers and prospective customers within our service area, including individuals, households and businesses who request quotations or engage us to provide removals or related services.

Who we are

Pimlico Removals is a removals and related services provider. In relation to the personal data described in this Privacy Policy, Pimlico Removals acts as the data controller. This means we determine the purposes and means of processing your personal data.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us. This may include:

Identification and contact details, such as your name, postal address, collection and delivery addresses, and any alternative contact address you provide.

Communication details, such as your preferred contact method and the content of your communications with us, including enquiries, quotations, bookings and feedback.

Service-related information, such as property access details, parking and building information, inventory lists, special handling requirements and any other information you provide to allow us to perform our services safely and effectively.

Account and transaction details, such as records of services requested or provided, dates of moves, amounts charged, payment status and basic financial records necessary for invoices and receipts.

Website and usage information, such as basic technical data that may be collected when you visit our website, including the date and time of access and general device information. Where cookies or similar technologies are used, this will be limited to what is necessary for the proper functioning and security of our website or otherwise based on your consent.

We generally do not seek to collect special categories of personal data, such as health data. If you choose to share such information with us, for example to explain specific access or safety requirements, we will only use it for that limited purpose.

How we collect your data

We may collect personal data directly from you when you request a quotation, make a booking, correspond with us, provide feedback, or otherwise interact with us in relation to our services.

We may also receive personal data about you from third parties, for example where another person arranges a move on your behalf or when an existing customer provides your details for a joint or related booking. In such cases, we will treat that information in accordance with this Privacy Policy.

Lawful bases for processing

We process your personal data only where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contractual necessity. We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, arranging and carrying out removals, communicating about bookings, handling payments and resolving any issues or queries.

Legitimate interests. We may process personal data where it is necessary for our legitimate interests and your interests and fundamental rights do not override those interests. This includes managing our business operations, maintaining records, improving our services, preventing fraud and protecting our rights and property.

Legal obligation. We may process personal data where necessary to comply with legal obligations, including accounting, tax and record-keeping requirements, as well as responding to lawful requests from public authorities.

Consent. In some cases we may rely on your consent, for example for certain types of direct marketing or for the use of optional cookies or similar technologies. Where processing is based on consent, you may withdraw your consent at any time. This will not affect the lawfulness of processing based on consent before it was withdrawn.

How we use your personal data

We use your personal data for the following purposes:

To provide quotations, arrange and deliver removals and associated services.

To communicate with you about your enquiries, bookings, service updates and after-service support.

To manage our customer relationship, including handling feedback, complaints or claims.

To maintain accurate internal records of services provided, payments received and operational planning.

To comply with legal and regulatory obligations, including financial and tax reporting.

To protect our business, staff and customers, including through security and fraud prevention measures.

To improve and develop our services, including reviewing how our services are used and how we can enhance customer experience, where this is compatible with your rights and expectations.

Data sharing and processors

We may share your personal data with selected third parties where this is necessary and lawful, including:

Service providers acting as data processors, who provide operational support services to us such as secure data storage, office and business administration tools, accounting or payment processing services, and information technology support. These processors act on our instructions and are contractually required to implement appropriate security measures and protect your personal data.

Operational partners where needed to perform the service, for example where we work with trusted subcontractors or partner removal teams to complete a move. In such cases, only the minimum necessary information is shared to allow them to perform their role safely and efficiently.

Professional advisers, including lawyers, accountants, auditors and insurance providers, where such sharing is necessary for the establishment, exercise or defence of legal claims or for compliance, regulatory and audit purposes.

Public authorities and law enforcement, where required by law or where necessary to protect our rights, property, safety or that of our staff, customers or others.

We do not sell your personal data and we do not share it with third parties for their own independent marketing purposes.

International transfers

Our core operations and data storage are intended to be within the United Kingdom or the European Economic Area. If it becomes necessary to transfer personal data to a country outside the United Kingdom or European Economic Area that does not provide the same level of data protection, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, and that your rights remain protected.

Data retention

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

In general, we retain customer records, including basic contact and transaction details, for a period appropriate to statutory limitation periods and applicable accounting and tax laws. Operational details that are no longer needed for these purposes may be deleted or anonymised sooner.

When we no longer need your personal data, we will securely delete it or irreversibly anonymise it so that it can no longer be associated with you.

Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, restricted access to personal data on a need-to-know basis and staff awareness regarding data protection responsibilities.

While we take reasonable steps to safeguard your information, no system can be completely secure. You are responsible for keeping any personal devices and communication channels secure when interacting with us.

Your data protection rights

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

The right of access. You have the right to request confirmation that we process your personal data and to obtain a copy of that data, together with certain information about how and why it is processed.

The right to rectification. You have the right to request that inaccurate or incomplete personal data we hold about you is corrected or updated.

The right to erasure. In certain circumstances, you have the right to request that we delete your personal data. This right is not absolute and may be subject to our need to retain certain information for legal or legitimate business reasons.

The right to restriction of processing. You may ask us to restrict the processing of your personal data in certain situations, for example while we are considering a request for rectification or objection.

The right to object. You have the right to object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including profiling based on that interest. We will stop processing unless we can demonstrate compelling legitimate grounds or the processing is required for legal claims.

The right to data portability. Where processing is based on consent or on a contract and is carried out by automated means, you have the right to request that certain personal data be provided to you or another controller in a structured, commonly used and machine-readable format.

The right to withdraw consent. Where we rely on your consent to process your personal data, you may withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

To exercise any of these rights, please contact us using your usual Pimlico Removals contact details. We may need to verify your identity before responding to your request.

Complaints and your right to lodge a complaint

If you have concerns about how we handle your personal data, you are encouraged to contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or for other operational reasons. Any changes will take effect when the updated Privacy Policy is made available. You should review this Privacy Policy periodically to stay informed about how we handle personal data.

This Privacy Policy applies to all Pimlico Removals customers and prospective customers in our service area and remains in effect until superseded by an updated version.