Privacy Policy

Barnes Removals Privacy Policy

This Privacy Policy explains how Barnes Removals collects, uses, stores, and protects personal data relating to customers and prospective customers within our service area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Barnes Removals customers and individuals who request quotes, make enquiries, or otherwise interact with our services in our operating area.

Who this Privacy Policy applies to

This Privacy Policy applies to all customers and prospective customers of Barnes Removals located within our service area, as well as individuals acting on behalf of such customers, including household members, business contacts, and authorised representatives. By engaging with our services, requesting a quotation, or contacting us, you acknowledge that your personal data will be processed in accordance with this Privacy Policy.

Personal data we collect

We only collect personal data that is necessary to provide our removal, storage, and related services, manage our relationship with you, and comply with our legal obligations. The types of personal data we may collect include:

Identification and contact details, such as your name, postal address, collection and delivery addresses, and general contact details for arranging services. Service information, such as details about your removal requirements, property access information, inventory details necessary to plan the move, and any special instructions you provide. Communication records, such as notes of telephone conversations, records of your enquiries, and copies of correspondence that you send to us or that we send to you. Billing and payment information, such as billing address and payment-related information necessary to process payments and issue invoices. Technical and usage data, such as basic device and interaction data when you visit our website or communicate with us online, to help us improve our services and ensure security.

We generally do not seek to collect special category data such as health information. If you voluntarily provide such information because it is relevant to how we deliver our services, for example mobility issues affecting access, we will handle it with additional care and only use it where strictly necessary.

How we collect your personal data

We collect personal data from you directly when you request a quotation, make a booking, communicate with us by telephone or online, or provide information during a site visit or survey. We may also receive personal data from third parties, such as estate agents, landlords, or commercial partners where they introduce you to our services, and from publicly available sources where appropriate for verifying addresses and contact details.

Lawful basis for processing your data

We only process your personal data when we have a valid lawful basis under data protection law. The main lawful bases we rely on are:

Contract: We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, carrying out removal and storage services, communicating with you about your booking, and handling billing and payments. Legal obligation: We process some personal data to comply with legal and regulatory obligations, such as tax, accounting, record-keeping requirements, and responding to lawful requests from law enforcement or regulatory authorities. Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. These interests include managing our customer relationships, improving and developing our services, ensuring the security of our premises and systems, and handling queries or complaints. Consent: In limited cases, we may rely on your consent, for example for certain types of marketing communications where consent is required. When we rely on consent, you can withdraw it at any time by contacting us.

How we use your personal data

We use your personal data for the following purposes:

To provide you with quotations, removal services, storage services, and related services that you have requested. To plan and manage your move, including arranging suitable vehicles, staff, and timing, and ensuring we understand any access issues or special requirements. To communicate with you about your enquiry or booking, including confirmations, updates, and any changes to your services. To issue invoices, process payments, and manage any refunds or disputes. To maintain accurate internal records of customers, jobs, and service history. To respond to your questions, feedback, or complaints and to handle any claims or disputes. To improve our services, processes, and customer experience, including through internal analysis and staff training. To meet our legal, regulatory, and insurance obligations.

Data sharing and processors

We limit access to your personal data to individuals and organisations who need it to perform their functions. We may share your personal data with:

Our staff and contractors who need the information to plan and deliver your removal or storage services. Professional service providers, such as accountants, legal advisers, and insurers, where this is necessary for business administration, legal compliance, or handling claims. External service providers who act as data processors on our behalf, such as IT support, customer management systems, secure data storage providers, or payment processing providers. These processors are only permitted to use your personal data according to our instructions and must protect it appropriately.

We do not sell your personal data. We will only disclose personal data to third parties for their own purposes where required by law, for example to law enforcement agencies, courts, regulators, or government bodies, or where necessary to establish, exercise, or defend legal claims.

Data retention

We keep personal data only for as long as it is reasonably necessary for the purposes set out in this Privacy Policy, including to provide services to you, maintain business and financial records, and meet legal or regulatory requirements.

In general, we retain customer records, including contact details, service information, and billing records, for a period that reflects applicable limitation periods for legal claims and tax or accounting obligations. When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be linked to you.

International transfers

Where we use service providers that store or access personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your data, in line with data protection law. This may include relying on adequacy regulations or entering into standard contractual clauses approved by relevant authorities. You can contact us for further information about any such transfers.

How we protect your data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or loss. These measures include limiting access to personal data to those who have a genuine business need to know it, using security controls on our systems, and providing guidance to staff and contractors on data protection responsibilities.

Your data protection rights

As a data subject under the UK General Data Protection Regulation, you have several rights in relation to your personal data. These rights apply to all Barnes Removals customers and prospective customers in our service area and include:

Right of access: You can request a copy of the personal data we hold about you and information about how we use it. Right to rectification: You can ask us to correct inaccurate or incomplete personal data. Right to erasure: In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the original purpose or you withdraw consent and there is no other lawful basis. Right to restriction: You can ask us to restrict the processing of your personal data in certain situations, such as while we are handling a correction request. Right to data portability: In specific cases, you can request that we provide your personal data in a structured, commonly used, machine-readable format or transfer it to another controller where technically feasible. Right to object: You can object to processing based on our legitimate interests, including any direct marketing, and we will stop processing unless we have compelling legitimate grounds or we need to continue for legal reasons. Rights relating to automated decision making: We do not typically carry out automated decision making that produces legal or similarly significant effects. If this changes, we will provide you with additional information.

We may need to verify your identity before responding to a request to protect your personal data.

Complaints and contact

If you have concerns about how we handle your personal data or wish to exercise any of your rights, you can contact us using our usual contact details. We take privacy concerns seriously and will aim to respond promptly and fairly.

You also have the right to lodge a complaint with the relevant supervisory authority for data protection if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve your concerns directly.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, in technology, or in applicable law. Any updated version will apply to all Barnes Removals customers in our service area from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.