Privacy Policy - Pimlico Removals

This Privacy Policy explains how Pimlico Removals collects, uses, stores, shares, and protects personal data. It applies to all Pimlico Removals customers in area, including individuals, households, landlords, tenants, and business clients who use our removal, packing, storage, transport, and related services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Pimlico Removals provides moving and relocation services. In the course of delivering our services, we may process information about customers, authorised representatives, delivery locations, and third parties connected to the move. We act as a data controller for the personal data described in this policy when we decide why and how that information is processed.

2. Personal Data We Collect

We collect only the information that is necessary for providing our services, managing our business, and meeting our legal obligations. The types of personal data we may collect include:

Identity information: name, title, and any identifiers needed to confirm who you are.
Contact information: address, email address, phone number, and alternative contact details.
Service information: move dates, property details, access instructions, inventory lists, and special handling requirements.
Payment information: billing details and transaction records. Card data may be processed by secure payment providers rather than stored by us.
Communication records: emails, messages, call notes, complaint details, and service feedback.
Technical information: limited device and usage information where you interact with our digital services, such as IP address or browser details, if applicable.
Special category data: only where necessary and with appropriate safeguards, for example where health-related access needs or mobility considerations are shared to support a move.

We do not seek to collect unnecessary personal data. Please only provide information that is relevant to the services you request.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and assess service requirements;
to plan, manage, and deliver removals and related services;
to communicate with you about bookings, timings, access arrangements, and service updates;
to process payments and manage invoices, refunds, or credit notes;
to maintain records of work completed and customer preferences;
to handle complaints, claims, and queries;
to comply with legal, regulatory, accounting, and insurance obligations;
to protect our business, staff, and customers from fraud, misuse, or security incidents;
to improve our services, operations, and customer experience.

We will not use your personal data for purposes that are incompatible with those described above unless we have a valid legal basis and, where required, your consent.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process personal data. Depending on the context, Pimlico Removals may rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, managing bookings, carrying out removal services, and processing payments.

Legal Obligation

We may process data to comply with legal duties, such as tax, accounting, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights. Examples include business administration, service improvement, safeguarding against fraud, and maintaining internal records. We take care to balance our interests with your privacy rights.

Consent

In limited situations, we may ask for your consent, such as where special category data is provided voluntarily and consent is the most appropriate basis. You may withdraw consent at any time, although this will not affect processing already carried out lawfully before withdrawal.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary to provide our services or meet legal obligations. These third parties may act as processors or independent controllers depending on the circumstances.

Examples of processors and service providers may include:

payment processing providers;
IT, cloud storage, and software providers;
customer management and communications platforms;
accountants, auditors, and compliance advisers;
storage facilities and logistics partners;
maintenance, security, or support providers who assist our operations.

Where a third party acts as a processor, they only process personal data on our instructions and under a written contract requiring appropriate security, confidentiality, and data protection measures. We do not sell personal data.

We may also disclose information if required by law, court order, regulator, insurer, or law enforcement authority, or where disclosure is necessary to protect the rights, property, or safety of Pimlico Removals, our customers, or others.

6. International Transfers

If any service provider stores or accesses data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections. We take reasonable steps to ensure that international transfers do not reduce the level of protection afforded to your personal data.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, and insurance requirements. Retention periods vary depending on the type of information and the nature of our relationship with you.

Customer and service records: retained for the duration of the business relationship and for a reasonable period afterwards to manage queries or claims.
Financial records: retained for the period required by tax and accounting law.
Complaint or claim records: retained for as long as needed to resolve disputes and meet legal defence obligations.
Consent-based data: retained until consent is withdrawn or the data is no longer needed.

When data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices. We aim to avoid keeping personal data longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, confidentiality obligations, and restricted processing permissions. While no system can guarantee absolute security, we take data protection seriously and continuously review our safeguards.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal limitations or exemptions, but we will respond to your request appropriately and within the required timeframes. Your rights include:

Right of access: you may request a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete data.
Right to erasure: you may request deletion of your data in certain circumstances.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to data portability: you may request your data in a commonly used, machine-readable format where applicable.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. This is to protect your privacy and prevent unauthorised access.

10. Data Accuracy and Your Responsibilities

We rely on the accuracy of the information provided to us. Please ensure that the personal data you share is accurate and kept up to date, especially where it affects access arrangements, contact details, billing, or service delivery. If you notify us of changes, we will update our records where appropriate.

11. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is incidental to a household move and only to the extent necessary to deliver services safely and appropriately. Where child-related information is processed, we do so with care and only for legitimate service purposes.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. Any updates will take effect when published in the revised version. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Pimlico Removals is committed to protecting your privacy and processing personal data responsibly. We collect only what we need, use it for clear and lawful purposes, share it only where necessary with trusted processors or legal authorities, and keep it only as long as required. We respect your GDPR rights and strive to ensure that all personal data is handled with care, transparency, and accountability.