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Privacy Policy

1. Introduction

BOXD Removals Ltd (“BOXD”, “we”, “our”, or “us”) is committed to protecting the privacy and security of the personal information entrusted to us by our customers, suppliers, employees, business contacts and visitors to our website.

We recognise the importance of protecting personal information and are committed to ensuring that all personal data is processed lawfully, fairly, transparently and securely.

This Privacy Policy explains how we collect, use, disclose, retain and protect your personal information whenever you interact with BOXD Removals.

This includes when you:

  • Visit our website
  • Request a quotation
  • Contact us by telephone
  • Contact us by email
  • Submit an online enquiry
  • Book our services
  • Purchase packing materials
  • Hire moving crates
  • Arrange storage
  • Arrange a residential removal
  • Arrange a commercial relocation
  • Request a property clearance
  • Apply for employment
  • Interact with us through social media
  • Visit our premises

This Privacy Policy should be read alongside our Cookie Policy and Website Terms of Use.

2. Our Commitment

BOXD believes privacy is a fundamental right.

We are committed to:

  • Processing personal information lawfully.
  • Being transparent about how we use information.
  • Only collecting information that is necessary.
  • Keeping information accurate.
  • Keeping information secure.
  • Never selling customer information.
  • Respecting your legal rights.
  • Continually improving our data security procedures.

3. Data Controller

For the purposes of the UK General Data Protection Regulation (UK GDPR), BOXD Removals Ltd is the Data Controller.

The Data Controller determines how and why personal information is processed.

If you have any questions regarding this Privacy Policy, you may contact us using the details below.

BOXD Removals Ltd

Email: info@boxdremovals.co.uk

Website: www.boxdremovals.co.uk

Should BOXD appoint a Data Protection Officer in the future, this Privacy Policy will be updated accordingly.

4. Legislation

This Privacy Policy has been prepared with reference to:

  • UK General Data Protection Regulation (UK GDPR)
  • Data Protection Act 2018
  • Privacy and Electronic Communications Regulations (PECR)
  • Applicable consumer protection legislation
  • Relevant guidance published by the Information Commissioner’s Office (ICO)

Where legislation changes, this policy may be updated accordingly.

5. Scope

This Privacy Policy applies to:

  • Residential customers
  • Commercial customers
  • Prospective customers
  • Website visitors
  • Business contacts
  • Suppliers
  • Contractors
  • Employees
  • Job applicants

Individuals contacting BOXD by any means

It applies to all personal information processed by BOXD regardless of whether the information is collected electronically, verbally or in writing.

6. Personal Information We Collect

The type of personal information we collect depends upon the services you request.

Identity Information

This may include:

  • Full name
  • Title
  • Company name
  • Company registration details (where applicable)
  • Job title

Contact Information

Including:

  • Telephone numbers
  • Mobile numbers
  • Email addresses
  • Correspondence addresses
  • Collection addresses
  • Delivery addresses

Property Information

To plan and deliver removals we may collect:

  • Property type
  • Number of bedrooms
  • Access restrictions
  • Parking availability
  • Lift access
  • Stair information
  • Property photographs
  • Survey notes
  • Floor plans where supplied

Moving Information

Including:

  • Moving dates
  • Inventory lists
  • Packing requirements
  • Storage requirements
  • Commercial relocation requirements
  • Office layouts
  • Warehouse information
  • Collection schedules
  • Delivery schedules

Financial Information

Where applicable we may process:

  • Invoice details
  • Payment records
  • VAT information
  • Purchase history

Credit account information for commercial customers

BOXD does not intentionally store complete debit or credit card information where payments are processed through secure third-party payment providers.

 

Website Information

When you browse our website we may automatically collect:

  • IP address
  • Browser type
  • Device type
  • Operating system
  • Screen resolution
  • Referring website
  • Search terms
  • Time spent on pages
  • Pages viewed
  • Navigation behaviour
  • Cookies
  • Analytics information
  • Communications

We may retain records of:

  • Emails
  • Telephone conversations
  • Online enquiries
  • Live chat messages
  • Customer surveys
  • Feedback
  • Complaints
  • Reviews
  • Recruitment Information

Where you apply for employment we may collect:

  • CV
  • Employment history
  • Qualifications
  • References
  • Right to work documentation
  • Driving licence information
  • Interview notes
  • Commercial Customer Information

For commercial relocation projects we may also collect:

  • Company contact details
  • Site contact details
  • Health & Safety information
  • Site access procedures
  • Security requirements
  • Project documentation

7. Information We Do Not Normally Collect

BOXD does not intentionally collect Special Category Personal Data unless it is necessary for delivering our services or required by law.

Examples include:

  • Health information
  • Religious beliefs
  • Political opinions
  • Trade union membership
  • Biometric data

If customers voluntarily provide such information, we will process it only where legally permitted and where appropriate safeguards are in place.

8. How We Collect Your Personal Information

BOXD collects personal information directly from you whenever possible.

We may collect information when you:

  • Complete a website enquiry form.
  • Request a quotation.
  • Telephone our office.
  • Email us.
  • Request a home survey.
  • Arrange a virtual survey.
  • Book our services.
  • Purchase packing materials.
  • Hire moving crates.
  • Request storage.
  • Request a house or commercial clearance.
  • Submit a job application.
  • Leave a review.
  • Complete a customer satisfaction survey.
  • Interact with us via Facebook, Instagram, LinkedIn or other social media platforms.

Some information is collected automatically through cookies and analytics technologies when you visit our website.

In certain circumstances we may also receive information from:

  • Estate agents
  • Letting agents
  • Property developers
  • Commercial facilities managers
  • Existing customers making referrals
  • Business partners
  • Publicly available sources

Where information has not been obtained directly from you, we will only process it where there is a lawful basis to do so.

9. Lawful Basis for Processing

Under the UK GDPR, organisations must have a lawful basis before processing personal information.

Depending on the circumstances, BOXD relies on one or more of the following lawful bases.

Contract

Processing is necessary to:

  • Prepare quotations.
  • Arrange surveys.
  • Book removals.
  • Provide storage.
  • Deliver packing services.
  • Complete commercial relocation projects.
  • Process payments.
  • Manage customer accounts.
  • Provide aftercare.

Without processing this information, we would be unable to provide our services.

Legitimate Interests

BOXD processes certain information where it is necessary for our legitimate business interests.

Examples include:

  • Responding to enquiries.
  • Managing customer relationships.
  • Improving customer service.
  • Preventing fraud.
  • Website security.
  • Staff training.
  • Internal administration.
  • Debt recovery.
  • Business planning.
  • Quality assurance.
  • Customer satisfaction surveys.
  • Improving our website.

Whenever we rely upon Legitimate Interests, we carefully balance our interests against your privacy rights.

Legal Obligation

We may process personal information where we are legally required to do so.

This includes obligations relating to:

  • HM Revenue & Customs
  • Tax legislation
  • Accounting requirements
  • Insurance claims
  • Court Orders
  • Law enforcement
  • Health & Safety legislation
  • Employment legislation

Consent

Certain activities require your consent.

For example:

  • Email marketing
  • Promotional newsletters
  • Optional cookies
  • Future marketing campaigns

You may withdraw your consent at any time.

Withdrawal of consent will not affect processing that occurred before consent was withdrawn.

10. How We Use Your Information

BOXD only uses personal information where it is necessary for legitimate business purposes.

Examples include:

Customer Enquiries

To:

  • Respond to enquiries
  • Arrange surveys
  • Provide quotations
  • Answer questions

Service Delivery

To:

  • Organise removals
  • Coordinate commercial relocations
  • Schedule crews
  • Allocate vehicles
  • Plan routes
  • Arrange storage
  • Deliver packing materials
  • Manage project timelines

Customer Communication

To:

  • Confirm bookings
  • Provide updates
  • Notify arrival times
  • Respond to queries
  • Send invoices
  • Send receipts
  • Arrange collections
  • Arrange deliveries

Business Administration

Including:

  • Maintaining customer records
  • Financial reporting
  • Internal audits
  • Insurance administration
  • Staff management
  • Operational planning

Website Improvement

We use website analytics to understand:

  • Which pages are popular.
  • Which services customers view.
  • How visitors navigate our website.
  • Website performance.
  • Technical issues.
  • Device compatibility.

This helps us continually improve the user experience.

Fraud Prevention

Personal information may also be processed to:

  • Prevent fraudulent enquiries.
  • Verify customer identity where appropriate.
  • Protect BOXD against financial crime.
  • Maintain network security.

Legal Compliance

Information may be processed where required to:

  • Meet legal obligations.
  • Respond to lawful requests.
  • Defend legal claims.
  • Exercise legal rights.

11. Marketing Communications

BOXD may occasionally contact existing or prospective customers regarding our services.

This may include:

  • Service updates
  • New service launches
  • Company news
  • Seasonal moving advice
  • Promotional offers

Where consent is required by law, marketing communications will only be sent after consent has been obtained.

You may unsubscribe from marketing communications at any time by:

  • Clicking the unsubscribe link in our emails.
  • Contacting us directly.
  • Updating your communication preferences.
  • BOXD does not sell marketing lists to third parties.

12. Automated Decision Making

BOXD does not currently use automated decision-making or profiling that produces legal or similarly significant effects on individuals.

Should this change, this Privacy Policy will be updated accordingly.

This completes the middle section of the Privacy Policy. The next section will cover:

  • Sharing information with third parties
  • International transfers
  • Data security
  • Data retention schedules
  • Your UK GDPR rights
  • ICO complaints
  • Contact information
    • Policy updates

These sections will complete the document.

13. Sharing Your Personal Information

BOXD treats your personal information as confidential. We will never sell your personal information to third parties.

However, we may share information where it is necessary to provide our services, comply with legal obligations or protect our legitimate business interests.

Information may be shared with:

Service Providers

Trusted third-party suppliers who support our business, including:

  • IT support providers
  • Website hosting providers
  • Cloud storage providers
  • Telephone providers
  • Email providers
  • Payment processing providers
  • Accounting software providers
  • Customer relationship management (CRM) systems

All suppliers are expected to process information securely and only for the purposes instructed by BOXD.

Removal Partners

On occasions where additional resources are required, BOXD may engage trusted subcontractors or partner removal companies.

Where this occurs, only the information necessary to complete the agreed services will be shared.

This may include:

  • Customer name
  • Collection address
  • Delivery address
  • Contact telephone number
  • Moving schedule
  • Relevant property access information

Professional Advisers

We may share information with:

  • Solicitors
  • Accountants
  • Insurance providers
  • Loss adjusters
  • Financial advisers

Where necessary for legal, financial or insurance purposes.

Regulatory Authorities

We may disclose information where legally required to:

  • HM Revenue & Customs
  • The Information Commissioner’s Office
  • The Police
  • Courts
  • Government agencies
  • Other regulatory authorities

Business Transfers

If BOXD undergoes a merger, acquisition, restructuring or sale of assets, personal information may be transferred as part of that transaction, subject to applicable data protection legislation.

14. International Transfers

BOXD primarily stores and processes personal information within the United Kingdom.

Where personal information is transferred outside the UK, we will ensure appropriate safeguards are in place.

These safeguards may include:

  • UK International Data Transfer Agreements (IDTA)
  • UK Addendum to the EU Standard Contractual Clauses
  • Transfers to countries recognised by the UK Government as providing adequate protection
  • Other safeguards recognised under UK GDPR

We take reasonable steps to ensure any international transfer provides an equivalent level of protection.

15. Data Security

BOXD is committed to protecting personal information against accidental loss, misuse, unauthorised access, alteration or disclosure.

Security measures may include:

  • Secure cloud storage
  • Password protection
  • Multi-factor authentication
  • Encryption where appropriate
  • Firewalls
  • Anti-virus software
  • Restricted staff access
  • Secure disposal of confidential information
  • Staff training
  • Regular software updates
  • Physical security measures

Although we take reasonable precautions, no online system can ever be guaranteed to be completely secure.

Customers are encouraged to protect their own devices, passwords and online accounts.

16. Data Security

BOXD retains personal information only for as long as reasonably necessary.

Retention periods vary depending upon the type of information.

Examples include:

Information        Typical Retention

General enquiries             Up to 12 months

Quotations         Up to 24 months

Customer contracts         6 years after completion

Financial records              6 years (or longer if legally required)

Insurance documentation             In accordance with insurer requirements

Recruitment applications (unsuccessful) Up to 12 months

Website analytics             As configured within analytics platforms

Where retention periods expire, information is securely deleted, anonymised or destroyed.

17. Your Rights

Under UK GDPR you may have the following rights.

Right of Access

You may request a copy of the personal information we hold about you.

Right to Rectification

You may request inaccurate or incomplete information be corrected.

Right to Erasure

In certain circumstances you may request deletion of your personal information.

This is sometimes referred to as the “Right to be Forgotten.”

Right to Restrict Processing

You may ask us to temporarily restrict how we use your personal information.

Right to Data Portability

Where applicable, you may request your information in a commonly used electronic format.

Right to Object

You may object to certain types of processing including direct marketing.

Rights Relating to Automated Decision Making

As BOXD does not currently undertake automated decision making producing legal effects, these rights are unlikely to apply.

18. Exercising Your Rights

Requests should be submitted using the contact details provided within this Privacy Policy.

We may ask you to verify your identity before responding.

Most requests will be processed free of charge.

Where permitted by law we may refuse or charge a reasonable fee for excessive or manifestly unfounded requests.

We aim to respond within one month, although more complex requests may require additional time where permitted by law.

19. Complaints

If you are unhappy with how BOXD has handled your personal information, we encourage you to contact us first.

We will investigate your concerns promptly and aim to resolve them fairly.

If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).

Information about making a complaint is available from:

Information Commissioner’s Office (ICO)

Website: https://ico.org.uk

Telephone: 0303 123 1113

20. Changes to this Privacy Policy

BOXD may update this Privacy Policy from time to time to reflect:

  • Changes in legislation
  • Changes to our services
  • Changes to technology
  • Improvements to our business processes
  • Regulatory guidance

The latest version will always be published on our website.
Customers are encouraged to review this Privacy Policy periodically.

21. Contact Us

If you have any questions regarding this Privacy Policy or how BOXD processes personal information, please contact:

BOXD Removals Ltd

Email: info@boxdremovals.co.uk

Website: www.boxdremovals.co.uk

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