Privacy Policy

This Privacy Policy explains how Complete Removals Ltd (“we”, “us”, “our”) collects, uses and protects your personal data when you use our website, contact us, or book our services.

We are committed to protecting your privacy and handling your personal data in line with UK data protection laws, including the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Complete Removals Ltd
Liverpool, Merseyside, United Kingdom

If you have any questions about this Privacy Policy or how we use your data, please contact us using the details in Section 13.

2. What Personal Data We Collect

Depending on how you interact with us, we may collect:

Identity data: name, company name (if applicable)
Contact data: phone number, email address, addresses (collection and delivery)
Move details: dates, property type, access details, inventory details you provide, special requirements
Payment information: payment status and references (we do not store full card details if processed by third-party providers)
Communications: messages sent to us by phone, email, contact forms, WhatsApp or social media
Website usage data: IP address, device, browser, pages visited and interactions (via cookies/analytics)

We do not intentionally collect special category data (such as health information). If you choose to share it, we will treat it with appropriate care.

3. How We Collect Your Data

We collect personal data when you:

Request a quote
Contact us by phone, email, forms, WhatsApp or social media
Book or use our removals or related services
Use our website (cookies and similar technologies)

4. How We Use Your Personal Data

We use your personal data to:

Provide quotations and manage bookings
Deliver removals services (including coordination, scheduling and logistics)
Communicate with you about your enquiry, booking or service
Process payments and administer accounts
Resolve issues, complaints or claims
Improve our website, services and customer experience
Meet legal, regulatory and insurance requirements

5. Lawful Bases for Processing

We process personal data only where we have a lawful basis to do so, including:

Contract: to provide a quote, book and deliver the service you requested
Legitimate interests: to run and improve our business, communicate with customers, prevent fraud and secure our systems
Legal obligation: to comply with tax, accounting, regulatory and insurance requirements
Consent: where required, for certain cookies or marketing communications

6. Marketing

We may contact you with service-related messages (for example, booking confirmations or updates).

We may also send marketing communications if:

you have asked for them, or
you have previously used our services and we believe the information is relevant

You can opt out of marketing at any time by following the unsubscribe instructions (where provided) or contacting us directly.

7. Who We Share Your Data With

We may share your personal data with trusted third parties where necessary to provide our services, including:

Payment providers (to process payments)
Insurance providers (where relevant for claims or coverage)
Storage partners (where you request storage, or storage is arranged as part of your move)
IT and website service providers (hosting, email, analytics, security)
Professional advisers (accountants, legal advisers)

We only share data that is necessary and we expect third parties to handle your data securely.

8. Storage Arranged Through Partners

Where storage is arranged, it may be provided by third-party storage partners. In these circumstances:

we may share relevant details to coordinate the service
the storage provider may act as a separate controller of your data for their own services
their own privacy policies and terms may also apply

9. Cookies and Analytics

Our website may use cookies and similar technologies to:

ensure the site works properly
measure traffic and usage
improve performance and user experience

You can manage cookie preferences through your browser settings and, where applicable, our cookie banner.

10. Data Security

We take appropriate technical and organisational measures to protect your personal data against loss, misuse, unauthorised access, alteration or disclosure.

However, no online system is 100% secure. If you suspect misuse of your data, please contact us immediately.

11. Data Retention

We keep personal data only for as long as necessary for the purposes set out in this policy, including:

to provide our services
to maintain business records
to comply with legal, accounting and insurance requirements

When data is no longer needed, we securely delete or anonymise it.

12. Your Rights

You have rights under UK data protection laws, including the right to:

access your personal data
request correction of inaccurate data
request deletion of your data (where applicable)
object to or restrict processing (in certain circumstances)
request data portability (where applicable)
withdraw consent (where processing is based on consent)

To exercise your rights, contact us using the details below.

If you are not satisfied with how we handle your data, you can raise a concern with the Information Commissioner’s Office (ICO).

13. Contact Details

For privacy-related questions or requests, contact: