Mill Hill Removals Privacy Policy
This Privacy Policy explains how Mill Hill Removals collects, uses, stores and shares personal data about its customers and prospective customers. It applies to all Mill Hill Removals customers and service users in our operating area, including individuals and business contacts who engage with us for quotation, booking, removal, storage or related services.
Mill Hill Removals is committed to protecting your privacy and handling your personal data in a lawful, fair and transparent manner, in accordance with the UK General Data Protection Regulation, the EU General Data Protection Regulation where applicable, and related data protection laws.
Personal Data We Collect
We collect and process personal data that you provide directly to us, as well as data generated in the course of providing our services. The types of personal data we may collect include:
Identification and contact details such as your name, postal address, previous and new property addresses, contact details for access at each address, and any alternative contact person details.
Communication information such as the content of your enquiries, messages, feedback, and any correspondence you have with our staff by phone, in writing, or through online forms.
Service and contract information such as details about your move or storage requirements, inventory or item descriptions, dates and times of services, contract terms and invoices.
Payment-related information such as records of payments made, payment method used, and billing history. We do not store full payment card numbers; where card payments are processed, these are handled by secure payment processors.
Operational and logistics data such as access instructions, parking details and any relevant notes needed to complete your removal or storage safely and efficiently.
Website and usage data such as basic technical information and usage patterns where our website is used, including logs generated for security and analytics. This may include IP addresses and device information.
Lawful Basis for Processing
We rely on one or more of the following lawful bases under data protection laws when processing your personal data:
Contract: We process personal data where it is necessary to enter into, or perform, a contract with you. This includes providing quotations, confirming bookings, planning and carrying out removals or storage, and managing payments.
Legal obligation: We process personal data where we are required to do so to comply with legal obligations, such as tax, accounting, insurance, and health and safety requirements.
Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where these are not overridden by your interests or fundamental rights and freedoms. This may include managing our business operations, improving our services, handling customer queries and complaints, preventing and detecting fraud or misuse, and maintaining security.
Consent: In limited cases, we may rely on your consent, for example for certain types of optional communications or marketing where required by law. Where we rely on consent, you have the right to withdraw it at any time.
How We Use Your Personal Data
We use the personal data we collect for the following purposes:
To provide quotations, advice and information in response to your enquiries about our services.
To set up, manage and fulfil contracts for removal, storage or related services, including scheduling jobs, planning resources, and communicating with you before, during and after the service.
To process payments, maintain accounting records and manage invoices, refunds and any disputes.
To manage our relationship with you, including handling complaints, resolving issues, and responding to feedback.
To operate, maintain and improve our services, processes and customer service, including the training of staff.
To protect our business, staff, customers and property, including for security and fraud prevention purposes.
To comply with legal and regulatory requirements and to cooperate with regulators and authorities where required by law.
Data Retention
We retain personal data only for as long as necessary for the purposes set out in this Privacy Policy and to meet any legal, accounting or reporting obligations.
In general, we keep customer records, including contact details, contract information and financial records, for periods required by tax and accounting laws and by limitation periods for legal claims. This will typically be up to six years after the end of your contract or our last interaction with you, unless a longer retention period is required or permitted by law.
Operational data such as logistics notes and non-essential correspondence may be kept for a shorter period where it is no longer needed for ongoing business or legal reasons.
Where personal data is no longer needed, we will securely delete, anonymise or otherwise dispose of it in a safe manner.
Data Processors and Third Parties
We may share your personal data with trusted third parties who act as data processors on our behalf. These processors are engaged to provide services that support our operations and must only process your data according to our instructions and in compliance with data protection laws.
Examples of such processors include:
Payment processing providers who handle card or electronic payments.
IT service providers who support our systems, hosting, storage and communications.
Professional advisers such as accountants or legal advisers, where necessary for our business operations.
In addition, we may share personal data with other third parties where this is necessary, such as:
With insurers and claims handlers in the event of loss, damage or other incidents related to our services.
With regulatory authorities, law enforcement or other public bodies where we are legally required to do so or where disclosure is necessary to protect our rights, property, staff or customers.
We do not sell your personal data to third parties. Where personal data is transferred outside the UK or European Economic Area, we will ensure that appropriate safeguards are in place to protect your information, in accordance with data protection laws.
Your Data Protection Rights
Under data protection laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions, and we will explain these to you if you choose to exercise any of them.
Right of access: You have the right to request confirmation that we process your personal data and to receive a copy of that data, together with certain information about how it is used.
Right to rectification: You have the right to request that inaccurate or incomplete personal data about you is corrected or completed.
Right to erasure: In certain circumstances, you have the right to request that we delete your personal data. This may not apply where we need to retain data to comply with legal obligations or to establish, exercise or defend legal claims.
Right to restrict processing: You have the right to request that we restrict the processing of your personal data in certain circumstances, for example while we are assessing a request for rectification or objection.
Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as the lawful basis. We will consider your objection and stop processing unless we have compelling legitimate grounds which override your interests, rights and freedoms or where processing is necessary for legal claims.
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 it is transmitted to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.
You also have the right to lodge a complaint with a supervisory authority if you are concerned about how we handle your personal data. In the UK, this is the Information Commissioner's Office.
Updates 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 changes will apply from the date they are published in the updated Privacy Policy. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
