Privacy Policy - Swisscottage Removals

This Privacy Policy explains how Swisscottage Removals collects, uses, stores, shares, and protects personal data. It applies to all Swisscottage Removals customers in the area, including individuals, households, and business clients who use our removal, packing, storage, delivery, and related services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that we may process personal data as described in this policy. We only collect information that is necessary for the provision, administration, safety, and improvement of our services.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity data, such as your name, title, and any information needed to verify who you are.
Contact data, such as your postal address, email address, and telephone number.
Service details, including move dates, property access details, inventory lists, delivery instructions, and service preferences.
Payment and billing data, such as billing address, payment status, and transaction records.
Communication data, including messages, call notes, complaints, and feedback.
Technical data, where relevant, such as IP address or device information if you interact with us electronically.
Special category data, only in exceptional circumstances and only where strictly necessary, for example where you voluntarily disclose access or health-related information that affects the safe delivery of our services.

We generally collect personal data directly from you when you request a quotation, book a service, communicate with us, complete paperwork, or provide instructions during the moving process. In some cases, data may be supplied by third parties acting on your behalf, such as landlords, estate agents, solicitors, or business representatives, where this is necessary for the service.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations, plan removals, and perform the services you request;
to manage bookings, schedule teams, and coordinate logistics;
to prepare invoices, process payments, and maintain financial records;
to communicate with you about your move, changes, delays, or service updates;
to ensure health, safety, and security during handling, transport, and storage;
to respond to enquiries, complaints, and claims;
to keep internal records and support business administration;
to improve our service quality and operational efficiency;
to comply with legal, tax, accounting, and regulatory obligations;
to establish, exercise, or defend legal claims where needed.

We do not use your personal data in a way that is incompatible with the purposes for which it was collected, unless required or permitted by law.

3. Lawful Basis for Processing

We process personal data only where we have a lawful basis under the UK GDPR. Depending on the context, the lawful bases we rely on are:

Performance of a contract ??? where processing is necessary to provide a quotation, fulfil a booking, carry out removal services, or manage payment and service delivery.
Legal obligation ??? where processing is required to meet tax, accounting, insurance, regulatory, or record-keeping obligations.
Legitimate interests ??? where processing is necessary for our legitimate business interests, such as improving our services, preventing fraud, maintaining security, and managing customer relations, provided these interests do not override your rights and freedoms.
Consent ??? where we ask for your consent, for example in relation to optional marketing or specific special category data processing. You may withdraw consent at any time.
Vital interests ??? in rare situations where processing is necessary to protect someone???s life or physical safety.

Where we process special category data, we will do so only where a separate condition under the UK GDPR applies, and only to the extent necessary for safe service delivery or legal compliance.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods depend on the type of information and the reason for processing.

Customer and service records are generally retained for the duration of the service relationship and for a reasonable period afterwards to manage queries or disputes.
Financial and tax records are retained for the period required by law and standard accounting practice.
Claims, complaints, and legal correspondence may be retained longer where necessary to resolve disputes or defend legal rights.
Marketing preferences are retained until you withdraw consent or object, where applicable.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention procedures and legal obligations.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary for service delivery, legal compliance, or business operations. These third parties act as processors or, in some cases, separate controllers.

Processors may include:

IT and cloud service providers that support data storage, email, and system administration;
payment processors and accounting service providers;
vehicle, logistics, and storage support providers;
customer service and communications platforms;
professional advisers, such as insurers, auditors, lawyers, or tax advisers;
subcontractors or partner firms assisting with removals, packing, or delivery where required.

Where we use processors, we require them to process personal data only on our instructions, to maintain appropriate security, and to comply with data protection law. We do not sell personal data.

We may also disclose information if required by law, court order, government request, or to protect our rights, property, staff, customers, or the public.

6. Data Security

We take 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 careful selection of processors.

Although we work to protect all data, no system can be guaranteed to be completely secure. If a personal data breach occurs and it is likely to result in a risk to your rights and freedoms, we will act in line with applicable law and take reasonable steps to mitigate the impact.

7. Your Rights

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

Right of access ??? to request a copy of the personal data we hold about you.
Right to rectification ??? to ask us to correct inaccurate or incomplete data.
Right to erasure ??? to request deletion of your data in certain circumstances.
Right to restriction ??? to ask us to limit how we use your data in certain cases.
Right to data portability ??? to receive certain data in a structured, commonly used format.
Right to object ??? to 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.

These rights are not absolute and may be subject to legal exceptions. If you exercise a right, we may need to verify your identity before responding. We will respond within the time limits required by law.

8. Marketing Preferences

We only send marketing communications where permitted by law. If we rely on consent, you may opt out at any time. If we rely on legitimate interests for limited business-to-business communications, you may object where applicable. We will always respect your choices and maintain records of your preferences.

9. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as an adequacy decision or approved contractual protections. We will take reasonable steps to ensure that your data remains protected to a standard consistent with UK data protection law.

10. Children???s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a specific service arrangement and provided by an appropriate adult. Where we become aware that we have collected such data without a valid basis, we will take steps to delete it where appropriate.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data practices. The latest version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically.

Summary of Our Commitment

Swisscottage Removals is committed to respecting privacy, protecting personal information, and using data responsibly. We collect only what is needed, process it for clear and lawful purposes, keep it only as long as necessary, and share it only with trusted processors or where required by law. We also recognise and support your rights over your personal data.