Cardiff Removals Privacy Policy

This Privacy Policy explains how Cardiff Removals collects, uses, stores, and protects personal data relating to customers and prospective customers in the Cardiff area. It is intended to be fully compliant with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, requesting a quote, or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all customers, prospective customers, and individuals who engage with Cardiff Removals in the Cardiff area in connection with our removals, packing, storage, and associated services. It covers personal data collected through telephone conversations, written correspondence, in person, and any online forms or communications used to enquire about or book our services.

Data Controller

The data controller is Cardiff Removals. This means that Cardiff Removals is responsible for determining the purposes and means of processing your personal data and for ensuring that such processing is carried out in accordance with applicable data protection laws.

Types of Personal Data We Collect

We only collect personal data that is necessary for the provision and management of our services. The types of data we may collect include the following.

Identification and contact details such as full name, postal address, property details relevant to the move, and general contact preferences.

Booking and service information such as move dates, collection and delivery addresses, inventory details necessary for quotations, property access information, and any special instructions you provide regarding the service.

Payment and billing information such as billing address and limited payment-related information needed to process payments. Where we use payment service providers, your full card details are processed directly by those providers and not stored by us, except where necessary for accounting records as required by law.

Communication records such as details of enquiries, complaints, feedback, and any correspondence we have with you in relation to our services.

Website or online interaction data where relevant, such as information you provide through online forms and basic technical data required for the secure and effective operation of our online services, where used.

How We Collect Your Data

We collect personal data in the following ways.

Directly from you when you contact us by telephone, in writing, in person, or via any online enquiry form to request information, quotations, or to book our services.

During the provision of services when we carry out surveys, assess property access, or otherwise gather information required to complete your move safely and efficiently.

From third parties where you have authorised another person, such as a relative, friend, business representative, or letting or estate agent, to act on your behalf and provide us with your details for the purpose of arranging a move.

Lawful Bases for Processing Your Data

Cardiff Removals processes personal data under one or more of the following lawful bases.

Performance of a contract. We process your personal data where it is necessary to enter into or perform a contract with you, for example to provide quotations, confirm bookings, carry out removals, or handle payments and billing.

Legal obligation. We may process certain personal data where it is required to comply with legal and regulatory obligations, including accounting, taxation, and record-keeping requirements.

Legitimate interests. We may process personal data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. This may include service improvement, responding to enquiries, managing our relationship with you, and protecting our business and customers against fraud or misuse.

Consent. In limited cases, we may rely on your explicit consent, for example where we wish to send you certain types of marketing communication that are not otherwise covered by our legitimate interests. Where we rely on consent, you are free to withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes.

To provide quotations and estimates for removals and related services based on the information you supply.

To manage bookings, schedule removal services, allocate staff and vehicles, and ensure that the service is delivered safely and efficiently.

To communicate with you regarding your enquiry or booking, including confirmations, updates, and any necessary changes to arrangements.

To process payments, handle invoicing, and maintain accurate financial and accounting records.

To respond to questions, feedback, or complaints and to resolve any issues that may arise before, during, or after your move.

To improve our services, operations, and customer experience by reviewing feedback and service outcomes.

To meet legal and regulatory requirements, including record retention, crime prevention, and cooperation with lawful requests from authorities where required.

Data Sharing and Processors

We may share your personal data with carefully selected third parties where necessary for the provision of our services, compliance with the law, or the protection of our legitimate interests. These third parties act either as independent controllers or as processors on our behalf.

Service providers acting as processors may include IT and system support providers, secure data storage services, payment processing providers, and administrative support services who assist us in running our business. These processors are only permitted to use your data in accordance with our written instructions and are required to implement appropriate technical and organisational measures to protect your data.

Other third parties may include insurers, legal or professional advisers, and regulatory or law enforcement authorities where required by law or where reasonably necessary to protect our rights, property, or the safety of customers and staff.

We do not sell your personal data to third parties.

International Data Transfers

Where it is necessary for us to use service providers located outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your personal data, such as using providers in countries deemed to provide an adequate level of protection or entering into contracts that include standard data protection clauses approved for use in international transfers.

Data Retention

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

Customer and booking records are typically retained for a period that allows us to respond to queries and address potential disputes following the completion of a move, and to meet tax and accounting obligations. After the relevant retention period has expired, personal data is securely deleted or anonymised so that it can no longer be linked to an identifiable individual.

Security of Your Data

We take appropriate technical and organisational measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include, where appropriate, access controls, secure storage, staff training, and procedures for dealing with any suspected data breaches.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Cardiff Removals customers in the Cardiff area, subject to certain legal limitations and exemptions.

Right of access. You have the right to request confirmation of whether we hold personal data about you and to obtain a copy of that data, together with certain information about how it is processed.

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

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected, or where you withdraw consent and no other lawful basis applies.

Right to restriction of processing. You may request that we restrict the processing of your personal data where you contest its accuracy, where the processing is unlawful, or where you have objected to processing and we are considering your request.

Right to object. You have the right to object to processing carried out on the basis of our legitimate interests, including any direct marketing, and we will cease such processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms.

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

Right to withdraw consent. Where we rely on your consent to process personal data, you may withdraw this consent at any time. Withdrawal of consent does not affect the lawfulness of processing based on consent before it was withdrawn.

Exercising Your Rights

If you wish to exercise any of your data protection rights, or if you have any questions about this Privacy Policy or how we handle your personal data, you can contact Cardiff Removals using the contact details provided on our main customer information channels. We may need to verify your identity before responding to certain requests to protect your privacy.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can attempt to resolve any concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or the way we process personal data. Any changes will take effect when the revised version is made available through our usual customer communication channels. We recommend that you review this Privacy Policy periodically to stay informed about how Cardiff Removals protects your personal data.