Privacy Policy

Docklands Removals Privacy Policy

This Privacy Policy explains how Docklands Removals collects, uses, stores, and protects your personal data when you use our removal and related services. It applies to all Docklands Removals customers and prospective customers in our service area, including individuals, households, and business clients.

Docklands Removals is committed to protecting your privacy and handling your personal data in a transparent and lawful manner in accordance with the UK General Data Protection Regulation and other applicable data protection laws.

Data Controller

For the purposes of data protection law, Docklands Removals is the data controller in respect of the personal data we collect and process about you. This means we determine the purposes and means of processing your personal information in connection with our services.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data we may collect include:

Identity and contact details such as your name, title, address, previous and new addresses for moves, contact preferences, and similar identifying information.

Communication details such as information you provide when you contact us by phone, in writing, or via forms, including queries, feedback, and any correspondence records.

Service and booking information such as move dates, collection and delivery addresses, property access details, inventory lists or item descriptions, special handling requirements, and any photographs you choose to provide that assist with planning or quoting.

Payment and billing data such as billing address, payment status, payment method details in a limited form, and records of invoices and receipts. Full payment card details are processed by our payment service providers and are not stored in full by Docklands Removals.

Website and usage data where applicable, including technical information such as IP address, device type, and basic usage statistics to help us understand how our online services are used and to maintain security.

Business customer data such as the name, role, and contact details of individuals acting on behalf of commercial clients, landlords, estate agents, or partners.

How We Collect Your Data

We collect personal data directly from you when you request a quote, make a booking, contact us, or use our services. We may also receive data indirectly from third parties where you have authorised them to share information with us, such as letting agents, relocation companies, or comparison and referral platforms that you choose to use.

Lawful Bases for Processing

We only process your personal data when we have a lawful basis to do so. Depending on the circumstances, we rely on the following lawful bases:

Contract. We process your data when it is necessary to enter into or perform a contract with you. This includes providing quotations, arranging and delivering removal services, handling payments, and communicating about your booking.

Legal obligation. We may process certain data to comply with legal and regulatory requirements, such as accounting rules, tax obligations, and responding to lawful requests from authorities.

Legitimate interests. We may process your data when it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. Examples include improving our services, maintaining security, preventing fraud, managing our business operations, keeping basic records, and handling queries or complaints.

Consent. In limited situations, we may rely on your consent, for example for certain types of direct marketing where required. When we rely on consent, you have the right to withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations, estimates, and advice in relation to removal and related services.

To manage your bookings, including confirming details, planning logistics, and delivering our services at the required addresses and times.

To communicate with you about your enquiries, bookings, changes, or issues and to respond to your requests.

To process payments, issue invoices, handle refunds where necessary, and maintain accurate financial records.

To manage our relationship with you, including handling feedback, complaints, or disputes.

To improve our services, train staff, and enhance customer experience and operational efficiency.

To maintain the security of our systems, detect and prevent fraud or misuse, and ensure business continuity.

To comply with applicable laws, regulations, and professional obligations.

Sharing Your Personal Data and Processors

We may share your personal data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy, subject to appropriate safeguards. These third parties act as data processors or, in some cases, as separate controllers.

Categories of processors we may use include:

Payment service providers that process your payments securely on our behalf.

IT and cloud service providers that supply hosting, storage, email, and business applications.

Customer management and scheduling tools that assist us with quotations, bookings, routing, and logistics.

Accountants, auditors, or professional advisers who support our business operations.

Where required by law or where necessary to protect our rights or the rights of others, we may share personal data with regulatory bodies, law enforcement, insurers, or legal advisers.

We require our processors to use your personal data only in accordance with our documented instructions, to keep it secure, and to comply with data protection law.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, or where data is stored or accessed from other countries, we take appropriate steps to ensure an adequate level of protection. This may include using countries recognised as providing an adequate level of protection or implementing safeguards such as standard contractual clauses approved for international data transfers.

Data Retention

We keep your personal data for no longer than is necessary for the purposes for which it is collected and to meet our legal, accounting, or reporting obligations.

In general, we retain:

Basic customer and booking records for a period that allows us to deal with any queries, complaints, or legal claims related to the services provided.

Financial and transactional data for the period required by tax and accounting laws.

Marketing preferences and communication records until you object to or opt out of such processing, or until we decide to delete the data as part of our regular review cycles.

We periodically review the personal data we hold and securely delete or anonymise information that is no longer needed.

How We Protect Your Data

We implement appropriate technical and organisational measures to safeguard your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include access controls, restricted permissions, secure storage, staff training, and secure disposal practices. While no system is completely secure, we work to protect your data in line with industry standards and legal requirements.

Your Data Protection Rights

Under data protection law, you have various rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

Right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data along with information about how we use it.

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

Right to erasure. In some circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you withdraw consent and there is no other legal basis.

Right to restriction. You can request that we restrict the processing of your data in specific situations, such as while we verify its accuracy or consider an objection.

Right to object. You can object to processing based on our legitimate interests or for direct marketing purposes. We will stop processing your data for marketing if you object.

Right to data portability. Where processing is based on consent or contract and carried out by automated means, you can request that we provide your data in a structured, commonly used, machine-readable format or transfer it to another controller where technically feasible.

Right to withdraw consent. Where we rely on your consent, you may withdraw it at any time. This will not affect any processing carried out before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your rights or have questions about how we handle your personal data, you can contact Docklands Removals using the usual contact methods set out on our website or in your correspondence with us. We may need to verify your identity before responding to your request and we will respond within the timeframes required by law.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we handle your personal information. We encourage you to contact us first so we can address your concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. Any changes will take effect when the updated policy is made available. We recommend that you review this policy periodically to stay informed about how we protect your personal data.