Helliers Removals and Storage | Privacy Policy
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Privacy Policy

Introduction

We understand and respect the importance of protecting your privacy and your personal information. Hellier’s are committed to processing personal information in ways that comply with our legal and regulatory obligations. Being transparent about what we do with personal information is an important element in trusting us with your personal information.

This privacy policy explains how we look after and use your personal information. This includes what you tell us about yourself, what we learn by having you as a customer, and the choices you give us regarding the marketing you want us to send you.

Our privacy policy explains how we do this and tells you about your privacy rights and how the law protects your personal information.

We will:

Keep your personal information safe and private; Not sell your personal information; Give you ways to manage and review your marketing choices.  Only pass your personal information to trusted partners if we have your consent.

This policy reflects your rights under new laws that came into effect on the 25th May 2018. This policy may be updated from time to time.

How the law protects you and your personal information  

Data protection law says that we are allowed to use your personal information only if we have a proper reason to do so. This includes sharing personal information with third parties.

In order to use your personal information, we must have one or more of the following reasons to do so:

  • To do something before entering into contract with you such as but not limited to, carrying out a survey and/or preparing a quotation for you;
  • To fulfil a contract with you;
  • When it is in our legitimate interest; or
  • When you have given your consent.

A legitimate interest is when we have a business or commercial reason to use your personal information. However, we must not use your personal information unfairly.

Where we collect personal information from 

We may collect personal information about you from these sources:

  • Information you give us when you enquire about our services;
  • When you speak to us on the telephone or in our offices;
  • You use our website;
  • In e-mails, letters and other documents;
  • We attend your home and carry out a removals survey.

Information from third parties   

We may use personal information passed to us from third parties such as but not limited to:

  • Organisations, firms or companies that introduce us to you;
  • Insurers;
  • Social networks;
  • Estate agents;
  • Government or law enforcement agencies;
  • Local authorities;
  • Agents acting on your behalf

 

Information we collect

We collect the following information about you:

  • name;
  • address;
  • e-mail address;
  • telephone numbers;
  • Payment details;
  • information required to enable us to provide you with services;
  • where relevant, your company or employer’s name, company’s address and telephone numbers.
  • details of any enquiry, claim, or complaint you make in relation to the services;
  • information on any inventory, job sheet, collection/delivery documentation, shipping manifest, customs documentation or similar documents used for the export or importation of your goods

How we use your personal information  

We will use your personal information or the following purposes;

  • preparation of a quotation
  • to carry out contractual obligations to you
  • to instruct a third-party supplier/sub-contractor if necessary
  • accounting, billing and audit,
  • credit or other payment card verification,
  • preparation of export or importation documents as necessary
  • arranging insurance;
  • immigration or customs documentation;
  • general administration;
  • to communicate with you regarding the services;
  • to notify you of any changes to the services;
  • collecting payment
  • where necessary arranging refunds. Please note that any payments or refunds will be made to the account/card which was used to make the latest payment. By providing the account or card details you, and the account/card holder consent to us doing this;
  • providing you with any tips or guidance for moving home;
  • to contact you with administrative or service messages in order to service a contract with you;
  • check and verify your identity when you use our services;
  • instruct third parties (insurers, sub –contractors, shipping lines, airlines, railway companies, or agents for example) to assist us in the provision of the services;
  • to communicate with your insurer and or their appointed claims handling agents, or loss adjusters;
  • to monitor and improve the quality of our service and products;
  • for managing claims, complaints or disputes including corresponding with third parties appointed to assist in the resolution of a complaint or claim such as but not limited to an appointed alternative dispute resolution body;
  • for the prevention or detection of crime;
  • for debt collecting;
  • to meet our legal and statutory and compliance obligations.

Who we share your personal information with

We may share your personal information with:

  • Agents, suppliers or sub-contractors who we use to assist in providing the services; Organisations who introduce you to us;
  • Organisations who we introduce to you;
  • HM Revenue and Customs, regulators or other authorities
  • Companies or organisations you ask us to share your personal information with;
  • Insurers;
  • Claims Handlers;
  • When instructed by you, trusted third parties who offer a similar service that may interest you.

Transfer of information

Some third parties who we pass personal information to, maybe based outside the European Economic Area (EEA). Organisations that are based outside the EEA may be subject to local or national data protection regimes which may not have the same level of controls in regard to data protection as currently exist with the United Kingdom or the EEA.

We will only send your personal information outside the EEA in order to:

  • Follow your instructions
  • Comply with a legal duty
  • Work with our agents and third parties who provide business and administrative support functions and assist in carrying out our services.

From time to time we may be required to disclose certain personal information to local or national government bodies or authorities responsible for crime prevention, immigration, customs, border control, security and anti-terrorism. Although it may not be mandatory to provide such information to these authorities, we may do so in circumstances where we consider it appropriate to comply with their request.

PLEASE NOTE: If you do not agree to our use of your personal information in accordance with the terms of this policy, we cannot accept your booking or provide you with services, as the processing of your personal information is essential in providing you with a quotation and carrying out the services you have requested. 

Keeping personal information accurate 

We will ensure that personal information is kept accurate and up to date as far as reasonably possible.  However, we rely on you to ensure that your personal information is accurate and up-to-date. It is your responsibility to inform us of any changes to your personal information. This can be done by writing or e-mailing us and requesting changes to be made.

Who we can deal with/third parties

We are unable to accept any instructions from anyone other than you, the person named on the contract documentation. If you wish a third party to act on your behalf, we will require evidence that they have your express authority to do so. Such evidence could be in the form of a power of attorney or other written form of authority or in some circumstances we may be prepared to accept your verbal instructions.

Retention of personal information

We will retain your personal information for no longer that is necessary for the maintenance of your account and while we are providing on going services to you.   We will also retain your personal information to meet legal or regulatory requirements. We will not retain your personal information for longer than seven years (the Retention Period) from the date when you cease to be a customer of ours. We may keep your personal information longer than seven years if we cannot delete it for legal regulatory or technical reasons.

We keep your personal information for the following reasons:

  • To respond to claims or complaints;
  • To show we have treated you fairly;
  • To maintain our business records.
  • Where we are required to do under a contract.

Fraud prevention and detection of crime

In order to detect fraud, we or insurers may at any time share information about you with law enforcement bodies including but not limited to the police. They in turn may access and use the information we have passed to them.

 

 

Cookies

Cookies are small data files which are saved to your website browser to collect certain information about your use of the website. Without them, every time you load the website, it would be as though you’ve never visited that website before.

Easyweb (our website provider) use “cookies” and other technologies, which store small amounts of information on your computer or device, to allow certain information from your web browser to be collected. Cookies (and similar technologies) are widely used on the internet and allow a website/portal to recognise a user’s device, without uniquely identifying the individual person using the computer. These technologies help to make it easier for you to log on and use the site, provide feedback to us as to which parts of the website you visit (or whether particular emails have been read), so we can assess the effectiveness of the site or communication and provide a better user experience.

‘Do Not Track’ Signals – some web browsers may send out ‘do not track’ signals. But there is no industry standard currently in place as to what websites and other online services should do on receipt of such signals. Should such a standard be developed, Easyweb will re-visit its policy, but currently takes no action on receipt of such signals.

Your rights  

Right to access to personal information

You have the right to obtain written confirmation from us whether your personal information is being processed by us or by a third party.

You have the right to access any personal information we hold.

Your subject access request must be made in writing to:

Hellier’s Removals, 20 The Rise, Partridge Green, Horsham, West Sussex, RH13 8JD

or e-mail: info@helliersremovalsandstorage.co.uk

 

Upon receipt of the subject access request, we will ask you to provide sufficient information to prove your identity before any personal information is released to you.

If you make a subject access request through a third party, such as a solicitor, it will be the responsibility of the third party to provide evidence to demonstrate that they are entitled to act on your behalf. This can take the form of a power of attorney or an appropriate written authority.

Although there is no fee for meeting your request we reserve the right to charge a reasonable fee if, in our reasonable judgement the request is manifestly unfounded, excessive, or repetitive.

Any fee charged will be based upon the administrative cost of providing the information.

We have one month from the date of receipt of your request to comply.

If you request large amounts of information, we may ask you to specify in more detail the information you require.

Right to rectification

You have the right to request that we rectify personal information which is inaccurate or incomplete. Contact Hellier’s in writing specifying the inaccurate or incomplete personal information. Provide them with the correct personal information and ask them to rectify it.

We are required to rectify the information within one month. This can be extended to two months if the request for rectification is complex.

Right to erasure (to be forgotten)

You have the right to request the deletion or removal of personal information where there is no compelling reason for its continued processing.  Individuals have a right to have personal information erased and to prevent further processing in the following circumstances:

  • Where the personal information is no longer necessary in relation to the purpose for which it was originally collected or processed;
  • When you withdraw your consent for your personal information to be processed;
  • When the individual objects to the processing and there is no legitimate interest for the personal information to be processed;
  • Personal information has unlawfully been processed;
  • Personal information must be erased on the order of the courts.

We may refuse to comply with your request for erasure if we are required to comply with a legal or statutory obligation or if the personal information will be required for the purposes of resolving a claim, complaint or in the defence of a claim or complaint.

Right to restrict processing

You have the right to restrict the processing of your personal information in the following circumstances:

  • Where you contest the accuracy of the personal information which is being processed. You can ask for the restriction to be put in place until you are satisfied that the inaccuracies’ have been rectified;
  • The processing of the information is deemed to be unlawful but you do not want your personal information to be erased;
  • The personal information is no longer required by us but you would like us to retain it to establish, exercise or defend a legal claim;

Right to object

You have the right to object to the processing of your personal information related to direct marketing even if you have previously consented to your personal information being processed for that purpose.

If you object we will cease processing your personal information for marketing purposes as soon as we receive your written objection.

You can raise your objection at any time.

Changes to this policy 

We keep our privacy policy under regular review and will place any updates on our website. This current privacy policy was updated in May 2018.