Privacy Policy - Millhill Removals

Millhill Removals is committed to protecting the privacy and personal data of our customers, prospective customers, and anyone who contacts us in connection with our removal and related services. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy applies to all Millhill Removals customers in our service area, as well as individuals who request quotations, make enquiries, book services, or otherwise interact with us in relation to removals, storage, packing, or associated services.

1. Information We Collect

We collect and process personal data that is necessary to provide our services, manage our business, and comply with legal obligations. The type of information we collect may include:

Identity details: name, title, and any other identifying information you provide.
Contact details: address, email address, telephone number, and moving addresses.
Booking and service details: dates of move, inventory information, special handling requirements, access details, and service preferences.
Payment and billing information: payment records, invoicing details, and transaction confirmations.
Communication records: emails, messages, call notes, complaint records, and enquiry history.
Property and logistics information: details needed to plan and complete removals safely and efficiently, such as property size, access restrictions, parking arrangements, and item dimensions.
Technical information: limited website or device data if you interact with us online, such as IP address or browser type, where applicable.

We do not intentionally collect special category data unless it is strictly necessary and you choose to disclose it to us. If such information is provided, we will only process it where a valid lawful basis applies and where additional safeguards are in place.

2. How We Use Personal Data

We use personal data for specific and legitimate purposes connected to our services. These may include:

providing quotations and assessing service requirements;
planning, arranging, and carrying out removal services;
communicating with customers before, during, and after a move;
issuing invoices, taking payments, and maintaining financial records;
managing complaints, queries, and service-related disputes;
maintaining business records and improving our operations;
meeting legal, regulatory, tax, and insurance obligations;
protecting our staff, customers, and property from fraud, loss, or misuse.

We only use personal data where we have a lawful basis to do so and where the use is compatible with the purpose for which the data was collected.

3. Lawful Basis for Processing

Under UK GDPR, we rely on one or more of the following lawful bases when processing personal data:

Performance of a Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing quotations at your request, organising your move, handling your booking, and completing related services.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving service quality, managing customer communications, preventing fraud, handling claims, and maintaining business records.

Legal Obligation

We may process and retain certain data to comply with legal or regulatory obligations, including accounting, taxation, insurance, and record-keeping requirements.

Consent

Where required by law, we will seek your consent before processing your personal data. If we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect processing carried out before the withdrawal was made.

4. 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 act as processors or independent controllers depending on the nature of their role.

Examples of processors or service providers may include:

Accounting and bookkeeping providers that support invoicing, payments, and statutory reporting;
IT and data storage providers that host or secure business systems and records;
Communication service providers that help us manage email, messaging, or customer correspondence;
Insurance and claims handlers where a claim or incident needs to be assessed;
Professional advisers such as legal or tax advisers when needed for compliance or dispute resolution;
Subcontractors or operational partners involved in delivering the service you requested.

Where we use processors, we ensure they are bound by appropriate data processing agreements and are only permitted to process personal data on our instructions, for specified purposes, and with appropriate security measures.

We may also disclose personal data where required by law, court order, or regulatory request, or where necessary to establish, exercise, or defend legal claims.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes set out in this policy and to satisfy applicable legal, accounting, or reporting requirements. The exact retention period depends on the type of data and the reason it was collected.

Quotation and enquiry data: retained for a reasonable period after the enquiry ends, unless longer retention is needed for follow-up, dispute handling, or legal reasons.
Customer booking and service records: retained for the duration of the service relationship and for a period afterwards to manage complaints, insurance matters, or contractual claims.
Financial and tax records: retained in line with statutory requirements.
Communication and complaint records: retained as needed to resolve issues and support business administration.

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

6. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and restricted handling of sensitive information.

Although we work to protect your information, no system can be guaranteed to be completely secure. We therefore encourage customers to share only the information needed for the service and to contact us if they believe any personal data has been compromised.

7. Your Rights Under UK GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal exemptions or conditions, but we will always assess and respond appropriately.

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete information.
Right to erasure: you can request deletion of your data in certain circumstances.
Right to restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you can request that certain information be provided to you or another organisation in a structured, commonly used format, where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw that consent at any time.

If you wish to exercise any of these rights, we will respond in line with applicable data protection law. We may need to verify your identity before responding to your request.

8. Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, we encourage you to raise them with us so we can address the issue promptly. You also have the right to lodge a complaint with the relevant data protection authority if you believe your data protection rights have been infringed.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our business practices. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we process personal data.

Summary: This policy explains how Millhill Removals collects, uses, shares, stores, and protects customer data, including lawful basis, retention, processors, and your rights.