Liverpool Removals Privacy Policy and Data Use

This Privacy Policy explains how Liverpool Removals collects, uses, stores and protects personal data about customers and prospective customers. It applies to all Liverpool Removals customers and users of our services in the areas we serve, including all surrounding districts where we provide removal and related services.

We are committed to complying with the UK General Data Protection Regulation, the EU General Data Protection Regulation where applicable, and all relevant data protection laws. This policy is intended to provide clear and transparent information about our data processing activities and your rights.

Personal data we collect

We only collect personal data that is necessary for the planning, quotation, delivery and administration of our removal and related services. The categories of data we may collect include:

Identification and contact details: name, postal address, collection and delivery addresses, contact preferences and any other contact details you choose to share with us so that we can communicate with you about your booking.

Service and booking information: details of your move, such as property type, access information, inventory or item lists, dates and times, special handling requirements, and other instructions or notes relevant to performing the service.

Payment and billing information: records of payments made, amounts, dates, methods of payment, invoice details and billing address. We do not store full card details where payments are processed through secure third-party payment providers.

Communications and correspondence: records of enquiries, quotes, emails, written correspondence, and notes of telephone conversations related to your use of our services, feedback, or complaints.

Website and usage information: if you use our website, we may collect technical and usage data such as IP address, browser type, pages visited and time spent on pages to help us maintain and improve our services. Where cookies or similar technologies are used, we will explain this separately and obtain consent where required.

How we obtain personal data

We collect personal data directly from you when you contact us for a quote, make a booking, enter into a contract with us, communicate with us, or provide feedback. We may also receive personal data from third parties where you have given permission for your data to be shared with us, for example through comparison or referral services, or when another person makes a booking on your behalf.

Lawful bases for processing

We process your personal data only where we have a valid lawful basis under data protection law. Depending on the context, we rely on one or more of the following lawful bases:

Contract: to take steps at your request before entering into a contract and to perform our contractual obligations to you. This covers activities such as providing quotes, confirming and managing bookings, carrying out removals, and handling payments.

Legal obligation: to comply with legal and regulatory requirements, such as tax, accounting and insurance obligations, record-keeping rules and responding to lawful requests from public authorities.

Legitimate interests: to pursue our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. These interests include planning and managing our operations, improving our services, handling customer enquiries and complaints, training staff and maintaining security and fraud prevention measures.

Consent: in limited cases, where required by law or where no other lawful basis is appropriate, we will rely on your consent. When we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing that took place before withdrawal.

How we use personal data

We use the personal data we collect for the following purposes:

To provide quotes, respond to enquiries and communicate with you about potential or confirmed services.

To plan, manage and carry out removal services, including coordinating dates, times, staffing, vehicles and any additional services you request.

To process payments, issue invoices, manage accounts and maintain accurate financial and administrative records.

To manage our relationship with you, including handling feedback, resolving issues or complaints, and providing after-service support.

To maintain the safety and security of our staff, customers and property, and to prevent or detect fraud or misuse of our services.

To analyse and improve our services, operations and customer experience, including staff training, quality control and internal reporting.

Data sharing and processors

We do not sell your personal data. We may share your data with third parties only when necessary and in accordance with data protection laws. These third parties may act as data processors who process personal data on our behalf and under our instructions or as independent controllers where they determine their own purposes and means of processing.

Typical categories of processors and recipients include:

IT and system providers who host, maintain or support our booking, communication or data storage systems.

Payment service providers and banks that process payments and help us manage financial transactions.

Professional advisers such as accountants, legal advisers or insurers who support our business operations and help us meet our legal obligations.

Regulators, law enforcement bodies or public authorities where required by law or where it is necessary to protect our rights, property, or safety or that of our customers or others.

Where we engage processors, we require them to use personal data only in accordance with our instructions, to keep it secure, and to comply with applicable data protection laws.

International transfers

Our services are primarily provided within the United Kingdom. If personal data is transferred outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses or equivalent mechanisms, so that your data remains protected to a standard essentially equivalent to UK and EU data protection laws.

Retention of personal data

We keep personal data only for as long as necessary for the purposes for which it was collected, including for the purpose of satisfying any legal, accounting, insurance or reporting requirements.

The exact retention period depends on the type of data and the context in which it was provided. In general, we retain basic customer and transaction records for a number of years after the completion of services to comply with tax and accounting rules and to be able to respond to any queries, disputes or claims. After retention periods expire, personal data is securely deleted or anonymised so that it can no longer be linked to an identifiable person.

Security of personal data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, disclosure, alteration or destruction. These measures include restrictions on access to personal data, staff training, secure storage and, where appropriate, encryption and other safeguards proportionate to the risks involved. While no system can be guaranteed completely secure, we regularly review and update our security measures to help protect your information.

Your data protection rights

Under data protection law, you have a number of rights in relation to the personal data we hold about you. These rights apply subject to certain conditions and exemptions. They include:

Right of access: you have the right to request confirmation as to whether we process your personal data and to receive a copy of that data, together with information about our processing.

Right to rectification: you have the right to ask us to correct inaccurate personal data and to complete incomplete data.

Right to erasure: in certain circumstances, you may request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no other legal basis to continue processing it.

Right to restriction of processing: you may request that we restrict our processing of your personal data in specific situations, such as while we are investigating a concern you have raised about accuracy or lawfulness.

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

Right to object: where we rely on legitimate interests as our lawful basis, you may object to our processing of your personal data. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms or the processing is required for the establishment, exercise or defence of legal claims.

Right to withdraw consent: where we rely on your consent, you may withdraw that consent at any time. This will not affect the lawfulness of processing before withdrawal but may affect our ability to continue providing certain services that rely on that consent.

You also have the right to lodge a complaint with a supervisory authority if you believe that your data protection rights have been infringed. In the United Kingdom, this is generally the Information Commissioner's Office. We would, however, appreciate the opportunity to address your concerns directly before you contact a supervisory authority.

Changes to this Privacy 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 to all ongoing and new interactions with Liverpool Removals from the date it is published. We encourage you to review this policy periodically so that you remain informed about how we protect your personal data.