Privacy Policy - Removals Cotland

This Privacy Policy explains how Removals Cotland collects, uses, stores, shares, and protects personal data in connection with its removal and related services. It applies to all Removals Cotland customers in the area, including individuals, households, landlords, tenants, and business clients who engage us for removals, packing, storage coordination, and associated services.

We are committed to handling personal data in accordance with the UK GDPR and the Data Protection Act 2018. We aim to be transparent about what information we collect, why we collect it, how long we keep it, and what rights you have over your data.

1. Information We Collect

We collect only the information necessary to provide our services, manage bookings, communicate effectively, and meet legal or contractual obligations. The type of data collected may depend on the service you request.

Information you provide to us

Identity details such as your name and title.
Contact details including address, email address, and telephone number.
Service details relating to your move, such as collection and delivery addresses, move dates, access notes, inventory information, and special handling instructions.
Billing and payment information needed to issue invoices, process payments, and record transactions.
Communication records including emails, messages, quotations, service amendments, complaints, and feedback.
Identification or verification documents where required for fraud prevention, insurance, or contractual purposes.

Information collected automatically

When you interact with us, we may receive limited technical information such as device type, browser details, and service logs. This information is used for security, service improvement, troubleshooting, and record keeping.

Information from third parties

We may receive data from third parties involved in your move, such as agents, landlords, storage providers, subcontractors, insurers, or payment service providers. This may include access instructions, scheduling details, or information required to complete the service safely and efficiently.

2. How We Use Your Data

We use personal data only where there is a valid lawful basis to do so. The primary purposes for using your data include:

providing quotations and booking services;
planning, managing, and completing removals;
communicating with you about schedules, changes, and service requirements;
processing payments and maintaining accounting records;
ensuring security, preventing fraud, and protecting property;
managing complaints, claims, and customer support;
meeting legal, regulatory, tax, and insurance obligations;
improving our services and maintaining internal quality controls.

We do not use personal data for purposes that are incompatible with the reason it was collected, unless we have a lawful basis to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Depending on the context, we may rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, scheduling work, moving property, and completing payment and invoicing arrangements.

Legal obligation

We process data where needed to comply with legal duties, such as tax record keeping, insurance requirements, dispute handling, or lawful requests from authorities.

Legitimate interests

We may process data based on our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include managing operations, maintaining business records, securing our systems, preventing misuse, and improving our services. We balance our interests against your privacy rights before relying on this basis.

Consent

In limited circumstances, we may rely on your consent, for example where you ask us to take action that is not covered by another lawful basis. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who support our business operations. These parties act as processors when they handle personal data on our behalf and under our instructions. We require all processors to protect personal data and to use it only for the agreed purpose.

Examples of processors and service providers

Payment processors that handle card or electronic payment transactions.
Accounting and bookkeeping providers that support invoicing, reconciliation, and tax compliance.
IT and cloud service providers that host systems, email, and document storage.
Customer management or booking systems used to organise jobs and service records.
Insurance or claims handlers where required to deal with incidents or loss.
Subcontractors and operational partners assisting with parts of the moving process, where necessary.

We may also disclose data where required by law, court order, regulatory request, or to protect the rights, property, safety, or legitimate interests of Removals Cotland, our customers, or others.

Where personal data is transferred outside the UK, we take appropriate safeguards to ensure your data remains protected to a standard that is consistent with applicable law.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, insurance, and reporting requirements. Retention periods vary depending on the type of information and the context in which it is used.

Customer and booking records are usually retained for the duration of the relationship and for a reasonable period afterwards in case of follow-up, disputes, or claims.
Financial and tax records are kept for the period required by applicable law.
Communication and service logs may be retained for operational review, complaint handling, or legal defence purposes.
Insurance-related records may be retained longer where necessary to manage claims or potential claims.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Your Rights

Depending on the circumstances, you have several rights under data protection law. These rights may not always apply in full, but we will assess each request carefully and respond in line with legal requirements.

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 information.
Right to erasure - in certain cases, you may request deletion of your personal data.
Right to restriction - you may ask us to limit how we use your data in specific circumstances.
Right to data portability - where applicable, you may receive your data in a structured, commonly used format.
Right to object - you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where we rely on consent, you can withdraw it at any time.

If you believe our use of your data does not comply with data protection law, you also have the right to raise a complaint with the relevant supervisory authority. We encourage you to contact us first so we can attempt to resolve the issue promptly and fairly.

7. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, misuse, disclosure, or alteration. These measures may include access controls, secure systems, staff awareness, and reasonable safeguards when sharing data with processors or partners.

Although we take data security seriously, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute protection, but we continuously review our safeguards and improve them where appropriate.

8. Data Minimisation and Accuracy

We aim to collect only the data that is necessary for the service and to keep it accurate and up to date. You can help us by informing us promptly of any changes to your details, access arrangements, or service requirements. Accurate information helps us deliver a reliable and efficient removals service while reducing the risk of errors.

9. Children???s Data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household move or where provided by a parent, guardian, or authorised adult. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically to stay informed about how their personal data is handled.

11. Summary of Our Commitment

Removals Cotland is committed to treating personal data with care, confidentiality, and respect. We collect only what we need, use it for clear and lawful purposes, retain it for appropriate periods, and share it only with trusted processors or where required by law. Your privacy matters to us, and we work to ensure that all processing is fair, transparent, and secure.

This policy applies to all Removals Cotland customers in area.