Privacy Policy - Maidavale Removals

Last updated: June 2026

This Privacy Policy explains how Maidavale Removals collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Maidavale Removals customers in our service area, including individuals who request quotes, book removals services, contact us for support, or otherwise interact with us in relation to our services.

We are committed to handling personal data in a lawful, fair, and transparent manner, in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We respect your privacy and aim to collect only the information needed to provide a safe, efficient, and professional removals service.

1. Who this policy applies to

This policy applies to customers, prospective customers, household members, business contacts, and other individuals whose personal data we process as part of our removals and related services. It also applies to people who submit information on behalf of another person, such as a family member, landlord, estate agent, solicitor, or business representative.

By using our services or providing us with personal data, you acknowledge that your information will be handled in accordance with this policy.

2. Personal data we collect

We may collect and process different types of personal data depending on the service requested. The data we collect may include:

Identity data such as your name, title, and, where needed, proof of identity;
Contact data such as your address, email address, telephone number, and moving location details;
Service and booking data such as move date, property access information, inventory details, preferred service options, and special instructions;
Payment data such as payment status, invoices, transaction references, and billing records;
Communication data such as emails, call notes, messages, complaints, and feedback;
Usage and technical data where applicable, such as device or browser information if you interact with digital tools we use for administration;
Special category data only where absolutely necessary and only in limited circumstances, for example if you voluntarily provide health or access information relevant to the move.

We generally do not seek to collect special category data. If such data is provided, we will process it only where there is a lawful basis and additional safeguards are in place.

3. How we collect your data

We collect personal data in the following ways:

directly from you when you request a quote, make a booking, or communicate with us;
from third parties acting on your behalf, such as estate agents, solicitors, landlords, or business coordinators;
from publicly available sources where needed to verify business or property details;
from our service providers, such as payment processors or scheduling systems;
through records created during the performance of our services, including job notes and internal administration.

We only collect information that is relevant and proportionate to the purpose for which it is used.

4. Why we use your personal data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to carry out removals, storage, packing, and related services;
to communicate with you about schedules, access, delays, and service updates;
to process payments, issue invoices, and manage accounts;
to respond to enquiries, complaints, and service requests;
to maintain internal records and service quality;
to comply with legal, regulatory, accounting, and insurance obligations;
to protect our business, staff, customers, and property from fraud, loss, or misuse.

We may also use anonymised or aggregated data for internal analysis and service improvement. Such data does not identify you directly.

5. Lawful basis for processing

Under the UK GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, managing bookings, carrying out the removal, and handling related customer service.

Legal obligation

We may process data where required to comply with legal obligations, including tax, accounting, insurance, employment, or health and safety requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. This may include maintaining records, improving service quality, preventing fraud, and protecting our business operations.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide additional information not required for the service. If consent is used, you may withdraw it at any time.

Vital interests

In rare situations, we may process data to protect someone???s vital interests, such as in an emergency involving health or safety.

6. Sharing your personal data

We may share personal data with trusted third parties where necessary to provide our services or meet legal obligations. These may include:

Payment providers for processing transactions;
IT and administration providers who support our booking, email, storage, or record-keeping systems;
Professional advisers such as accountants, insurers, legal advisers, or auditors;
Subcontractors or operational partners assisting with service delivery, where applicable;
Public authorities where disclosure is required by law or necessary to protect rights, property, or safety.

We do not sell your personal data. Where third parties process data on our behalf, they are required to use it only for the specified purpose and to keep it secure.

7. Processors

Where we use external service providers to process personal data on our behalf, they act as processors under data protection law. We take steps to ensure that processors are bound by appropriate contractual terms, confidentiality duties, and security obligations.

Processors may include providers of:

cloud storage and file management systems;
accounting and invoicing software;
email and communication platforms;
customer management or scheduling tools;
payment processing services;
IT support and cybersecurity services.

We remain responsible for ensuring that any processor handling personal data on our behalf does so lawfully and securely.

8. Retention of personal data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of data and the service provided.

As a general approach:

quotation and booking records are kept for a reasonable period in case of follow-up or disputes;
invoicing, payment, and accounting records are kept for the period required by law;
complaints, claims, and insurance-related records may be retained for longer where needed to defend or pursue legal rights;
data no longer needed is securely deleted, anonymised, or otherwise disposed of.

When determining retention periods, we consider the amount, nature, and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, and legal obligations.

9. Your rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal limitations, these may include:

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 data;
Right to erasure ??? you can ask us to delete your data in certain circumstances;
Right to restriction ??? you can ask us to limit how we use your data in certain cases;
Right to object ??? you can object to processing based on legitimate interests or direct marketing;
Right to data portability ??? you can request your data in a structured, commonly used format where applicable;
Right to withdraw consent ??? where processing is based on consent, you may withdraw it at any time;
Right to complain ??? you may raise a concern with the relevant data protection authority if you believe your rights have been infringed.

We will respond to valid requests within the timeframes required by law. In some cases, we may need to verify your identity before acting on your request.

10. Data security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and process controls.

While we take data security seriously, no system can be guaranteed to be completely secure. If a personal data breach occurs, we will act promptly to assess the risk and, where required, notify the appropriate authorities and affected individuals.

11. International transfers

Where any service provider stores or processes data outside the UK, we will ensure that appropriate safeguards are in place to protect your information in line with applicable law.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or service arrangements. The updated version will apply from the date shown at the top of the policy. We encourage you to review it periodically.

13. Summary of our approach

Maidavale Removals processes personal data only when necessary, only for clear purposes, and only on a lawful basis. We use trusted processors, retain data for appropriate periods, and respect your rights under data protection law. Our goal is to provide a reliable removals service while maintaining a privacy-first and lawful approach to personal information.