ShiftMate Removals customer privacy notice
This privacy notice tells you what to expect us to do with your personal information.
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Purchase or account history
- Payment details (including card or bank information for transfers and direct debits)
- Photographs or video recordings
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Marketing preferences
- Recorded images, such as photos or videos
- Records of consent, where appropriate
We collect or use the following information to comply with legal requirements:
- Name
- Contact information
- Financial transaction information
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Payment details
- Purchase or service history
- Financial transaction information
- Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
- Your right of access – You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
- Your right to rectification – You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
- Your right to erasure – You have the right to ask us to delete your personal information. Read more about the right to erasure.
- Your right to restriction of processing – You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
- Your right to object to processing – You have the right to object to the processing of your personal data. Read more about the right to object to processing.
- Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
- Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information for service updates or marketing purposes are:
- Consent – we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- We have a legitimate interest in keeping existing customers informed about relevant services, updates and offers that may be of interest to them. We only use information where this is reasonable and proportionate, and customers can ask us to stop sending marketing communications at any time. Where consent is required, we will obtain it before using personal information for marketing.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for legal requirements are:
- Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
- Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
- We have a legitimate interest in keeping and using relevant customer records to respond to enquiries, investigate complaints, resolve disputes and establish, exercise or defend legal claims. We only use information that is reasonably necessary for these purposes.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
- Third parties:
- We may receive personal information from third parties where another person arranges or enquires about a removal or related service on a customer\’s behalf, such as a family member, friend, landlord, letting agent or business representative. We may also receive information through referrals from other businesses or individuals.
How long we keep information
We only keep personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide our services, respond to enquiries and meet our legal, accounting and insurance obligations.
Enquiries and quotations that do not result in a booking are generally retained for up to 2 years.
Customer booking, invoice, payment and transaction records may be retained for up to 6 years after the end of the relevant financial year where required for tax, accounting or legal purposes.
Customer correspondence relating to completed services may be retained for up to 6 years where reasonably necessary for handling queries, disputes, insurance matters or legal claims.
Marketing information is retained until you unsubscribe, withdraw your consent or we determine that the information is no longer required.
Photographs and videos used for marketing purposes may be retained until they are no longer required or until consent is withdrawn where consent is the applicable lawful basis.
When personal information is no longer required, we will securely delete or anonymise it where appropriate.
Who we share information with
Data processors
Website hosting, website management and online form service providers
This data processor does the following activities for us: Provide website hosting and website functionality, including processing and storing information submitted by customers through website enquiry and quotation forms.
Email and communications service providers
This data processor does the following activities for us: Provide email and communication services used to receive, send and store customer enquiries and correspondence.
Accounting, bookkeeping and payment service providers
Provide accounting, bookkeeping, invoicing and payment-related services and may process customer details and transaction records where required.
Cloud storage and IT service providers
Provide electronic storage, backup and IT services used to securely store and manage business and customer information.
Others we share personal information with
- Insurance companies
- Professional or legal advisors
- Relevant regulatory authorities
- Organisations we’re legally obliged to share personal information with
- Publicly on our website, social media or other marketing and information media
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: info@shiftmate.co.uk
Telephone: 07737129843
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint