Finest Removals Ltd Privacy Policy

1. Who we are

Company name: Finest Removals Ltd
Company Number: 13548177
Registered address: 7 Bell Yard, London WC2A 2JR
Telephone:0207 8701 091
Email:enquiries@finestvan.co.uk
Website:www.finestvan.co.uk

2. The personal information we collect
Depending on how you interact with us, we may collect:

• Your name and contact details.
• Collection, delivery, billing and storage addresses.
• Information about the services you require.
• Moving dates, property details and access information.
• Information about furniture, belongings and other items to be packed, moved, stored, delivered or disposed of.
• Photographs, videos, inventories and measurements supplied for quotation, survey or planning purposes.
• Booking instructions, correspondence and customer service records.
• Payment, invoice, transaction and refund information.
• Telephone call recordings.
• Complaints, claims, feedback and review information.
• Website usage, browser, device, IP address and cookie information.
• Vehicle location, journey and camera footage where our vehicles are involved in a service.

We may occasionally receive information relating to another person, such as a partner, family member, employee, landlord, estate agent, building manager or site contact.
Please only provide another person’s information where you have their permission or another appropriate reason to do so.

3. How we collect your information
We normally collect personal information directly from you when you:

• Request a quotation.
• Complete a form on our website.
• Contact us by telephone, email, WhatsApp, text message, online chat or social media.
• Arrange or amend a booking.
• Participate in an in-person or video survey.
• Provide photographs, videos or an inventory.
• Pay for a service.
• Submit feedback, a review, complaint or claim.

We may also receive information from:

• A person arranging a service on your behalf.
• Lead-generation and quotation platforms.
• Storage providers and other service partners.
• Payment providers.
• Insurers, professional advisers and claims handlers.
• Review platforms.
• Publicly available sources.

4. How and why we use your information
We use personal information to:

• Respond to enquiries and prepare quotations.
• Assess, plan and provide removals, packing, storage, delivery, disposal and related services.
• Create, manage and amend bookings.
• Allocate employees, contractors, vehicles and equipment.
• Contact you before, during and after a service.
• Process payments, invoices, deposits and refunds.
• Manage storage accounts and requests for access, collection or release.
• Maintain records of instructions, bookings and completed services.
• Handle complaints, damage reports, insurance matters and disputes.
• Confirm conversations, instructions and agreed services.
• Train staff and monitor service quality.
• Prevent and investigate fraud, theft, misconduct and security incidents.
• Operate and improve our website, booking system, telephone systems and other business software.
• Analyse website and business performance.
• Request feedback and customer reviews.
• Send marketing communications where legally permitted.
• Comply with legal, tax, accounting, insurance and regulatory requirements.
• Establish, exercise or defend legal claims.

5. Our lawful bases
Under UK data protection law, we must have a lawful basis for using personal information.
Contract and steps before entering into a contract
We rely on this basis where processing is necessary to:

• Respond to a request for a quotation.
• Assess and plan a proposed service.
• Create and manage a booking.
• Provide the services you have requested.
• Process payments and administer our relationship with you.

If you do not provide the information reasonably required, we may be unable to provide an accurate quotation or carry out the service.
Legal obligation
We may use or retain information where necessary to comply with legal obligations, including tax, accounting, employment, health and safety, insurance and regulatory requirements.
Legitimate interests
We may rely on our legitimate business interests where the processing is necessary, reasonable and does not unfairly override your rights.
These interests include:

• Operating and improving our business.
• Maintaining accurate booking and customer records.
• Protecting customers, staff, property, vehicles and systems.
• Recording calls and maintaining evidence of instructions.
• Investigating complaints, incidents and disputes.
• Preventing fraud, theft and misuse of our services.
• Maintaining website, network and system security.
• Measuring service quality and requesting customer feedback.
• Establishing or defending legal claims.

Consent
We may rely on your consent for:

• Certain marketing communications.
• Non-essential website cookies.
• Optional uses of photographs, testimonials or other content.
• Other situations where we specifically ask for your agreement.

You may withdraw your consent at any time. This will not affect processing that took place before consent was withdrawn.

6. Payments through Stripe
Payments are processed securely through Stripe, our payment service provider.
Stripe is certified as a PCI DSS Level 1 Service Provider. We do not normally receive or store your complete payment card number or card security code.
We may receive limited payment information from Stripe, such as:

• Payment status.
• Payment amount.
• Transaction reference.
• Card type.
• The final digits of the payment card.
• Refund or dispute information.

Stripe processes payment information under its own privacy and security arrangements.

7. Call recording
We may record incoming and outgoing calls made through our business telephone systems.
Call recordings may be used to:

• Train and support staff.
• Monitor call quality and customer service.
• Confirm quotations, instructions and booking information.
• Keep an accurate record of conversations.
• Investigate complaints, omissions, mistakes or misunderstandings.
• Improve our quotation and booking procedures.
• Prevent and investigate fraud or misconduct.
• Establish or defend legal claims.

Callers will normally hear a recorded message advising that calls may be recorded before being connected to a member of staff.
Call recordings are normally retained for up to six months. They may be retained for longer where required for an active complaint, investigation, payment dispute, insurance matter or legal claim.
If you do not wish to communicate through a recorded telephone line, you may contact us by email.

8. Vehicle tracking and camera systems
Our vehicles may use location tracking, telematics and camera systems.
These systems may record:

• Vehicle location.
• Journey and route information.
• Driving and vehicle information.
• Video footage from inside or outside the vehicle.

We use this information for:

• Driver, employee and public safety.
• Vehicle and property security.
• Theft prevention and vehicle recovery.
• Investigating accidents, incidents or complaints.
• Confirming vehicle movements and service activity.
• Insurance purposes.
• Establishing or defending legal claims.

Vehicle tracking information and camera footage may be retained for up to 12 months.
Relevant footage or information may be retained for longer where it is required for an accident, complaint, investigation, insurance matter or legal claim.

9. Who we share information with
Where reasonably necessary, we may share personal information with:

• Our employees and contractors.
• Storage providers.
• Payment providers, including Stripe.
• Banks, accountants and payment-processing services.
• Insurers, insurance brokers and loss adjusters.
• Solicitors and other professional advisers.
• Website, software, telephone, cloud-storage and IT support providers.
• Vehicle tracking, telematics and camera-system providers.
• Email, messaging and customer-support providers.
• Review and feedback platforms.
• Government bodies, regulators, courts, police or law-enforcement agencies where required or permitted by law.
• A buyer or adviser involved in a possible sale, restructuring or transfer of our business.

We only share information that is reasonably necessary for the relevant purpose.
Service providers processing information on our behalf are expected to protect it and use it only for the agreed services.

10. International processing
Some of our technology, payment, communication or support providers may process or access personal information from outside the United Kingdom.
Where this occurs, we take steps to ensure that the information is protected in accordance with UK data protection law, including through applicable adequacy regulations or appropriate contractual safeguards.

11. Cookies and website information
Our website uses cookies and similar technologies.
Some cookies are necessary for the website, security, user preferences and booking functions to operate.
Where required, we will ask for permission before using non-essential cookies, including certain analytics, advertising or tracking cookies.
You can accept, reject or manage non-essential cookies through the cookie banner and cookie settings available on our website.

12. Marketing communications
We may send information about our services where:

• You have asked or agreed to receive it.
• You are an existing customer and the communication relates to similar services, where legally permitted.
• Another applicable marketing rule allows us to do so.

Marketing preferences are separate from communications required to answer an enquiry, provide a quotation, manage a booking or administer a storage account.
You can stop receiving marketing communications at any time by:

• Using the unsubscribe link within the communication.
• Replying and asking us to stop.
• Emailing enquiries@finestvan.co.uk.
• Calling 0207 8701 091.

We may keep a limited record of your opt-out request so that we can continue to respect your preference.

13. Reviews and feedback
We may contact you after a service to ask for feedback or invite you to leave a review.
Where we use a review platform, we may provide limited information such as your name, email address, booking reference or service date so that the platform can send an invitation or verify that you are a genuine customer.
Leaving a review is voluntary.
Information you publish on a public review platform will also be handled under that platform’s own privacy policy.

14. How long we keep your information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.
Our usual retention periods are:

• Customer, booking, invoice and payment records: up to seven years after the service or customer relationship ends.
• Storage customer records: for the duration of the storage arrangement and up to seven years after it ends.
• Call recordings: up to six months, unless required for an ongoing matter.
• Vehicle tracking and camera footage: up to 12 months, unless required for an ongoing matter.
• Complaints, insurance matters and legal claims: normally up to seven years after the matter is concluded, or longer where legally necessary.
• Enquiries that do not become bookings: normally up to two years after the last meaningful contact.
• Marketing information: until you opt out or the information is no longer reasonably required.
• Cookie and website information: for the periods shown within our cookie settings or cookie policy.

Information may be retained for longer where required by law or in connection with an active dispute, investigation, insurance matter or legal claim.
When information is no longer required, it will be securely deleted, destroyed or anonymised.

15. How we protect your information
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, alteration or disclosure.
These measures may include:

• Passwords and access controls.
• Restricted access based on job responsibilities.
• Secure software and cloud providers.
• Device and network security.
• Staff confidentiality and data protection procedures.
• Secure payment processing.
• Data backups.
• Procedures for managing security incidents.

Although no system can be guaranteed to be completely secure, we regularly consider the risks relating to the information we hold and review our safeguards where appropriate.

16. Your data protection rights
Depending on the circumstances, you may have the right to:

• Ask for a copy of your personal information.
• Ask us to correct inaccurate or incomplete information.
• Ask us to erase information in certain circumstances.
• Ask us to restrict how information is used.
• Object to certain uses of your information.
• Ask us to transfer information you provided to us in certain circumstances.
• Withdraw consent where processing is based on consent.
• Object to direct marketing at any time.

These rights are not absolute. For example, we may need to retain information to comply with legal obligations, manage a contractual relationship or defend a legal claim.
There is normally no charge for exercising your rights.
We will normally respond within one calendar month. We may request information reasonably necessary to confirm your identity and locate the information concerned.
Requests should be sent to:
Finest Removals Ltd
7 Bell Yard
London
WC2A 2JR

Email: enquiries@finestvan.co.uk
Telephone: 0207 8701 091

17. Complaints
Please contact us if you have any questions or concerns about how we use your personal information.
Finest Removals Ltd
7 Bell Yard
London
WC2A 2JR

Email: enquiries@finestvan.co.uk
Telephone: 0207 8701 091
You also have the right to complain to the Information Commissioner’s Office:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Website:www.ico.org.uk

18. Changes to this policy
We may update this privacy policy to reflect changes in our services, systems, suppliers or legal obligations.
The latest version will be published on our website together with its most recent update date.