Privacy Policy

Privacy Policy

Last updated: 22st January, 2024

When you use keencrew removals, we treat your information with respect and care. Our privacy policy explains how we use your data, how you can access it, and how you can opt out.

KEENCREW REMOVALS PRIVACY POLICY

Hello! If you are reading this, then you care about privacy – and your privacy is very important to us. The purpose of this Privacy Policy is to give you a clear explanation about how we collect and process your personal information through browsing or using our website www.keencrewremovals.co.uk (“Website”), or our ‘partner’ app (“App”). It is important that you read this Privacy Policy together with any other privacy policy, including our cookies policy www.keencrewremovals.com/cookies (“Cookies Policy”), or fair processing notice we may provide on specific occasions when we are collecting or processing personal information about you, so that you are aware of how and why we are using your personal information. This Privacy Policy supplements our other policies and is not intended to override them.

This Privacy Policy has been prepared in accordance with the Data Protection Act 2018 which implements the General Data Protection Regulation (or such UK legislation intended to replace or supersede it) (“Data Privacy Laws”). Defined terms used in the Privacy Policy have the meanings set out in the Data Privacy Laws.

Our transport partners (“Transport Partners”) and third-party or sub-contracted drivers (“Drivers”) should also read the privacy notice by following the link at the end of this policy.

Who we are and how to contact us

We are keencrew removals trading as keencrew service ltd of 118 Sydenham Road SE26 5JX and our company registration number is 14874300 (“keencrew service ltd”). References to “we”, “our” or “us” means keencrew removals. We are a delivery, transportation, and storage services company. We are the controller of your data. This means that we are responsible for deciding how we collect, store, and use personal information about you.

What data we collect

Personal data is any information that tells us something about you whether directly or indirectly identified or identifiable as an individual. We may collect and use the following personal data about you.

• Identity Data includes first name, maiden name, last name, vehicle registration/licence plate.
• Contact Data includes residential addresses, property ownership information, relevant contact addresses, email address and telephone
• Usage Data includes information about how you use our website, products and services.
• Call Data includes recording of all calls made with the keencrew removals agents.

If you provided personal data of other people for the purpose and fulfilment of a collection and/or delivery, it is your responsibility to notify these people that their data is/was provided to keencrew removals.

This personal data is required to provide our services to you. If you do not provide the personal data we ask for, it may delay or prevent us from providing services to you.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

How do we collect personal data

We use different methods to collect data from and about you including through:

• Direct interactions. You may give us your Identity /name, Contact and address Data by filling in forms, such as requesting a quote, or by corresponding with us by phone, email or otherwise.

This includes personal data you provide when you:

• contact us through social media;
• give us some feedback;
• contact us via Whatsapp;
• contact us via sms;
• speak with us on the telephone;
• make a complaint;
• Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
• Third parties or publicly available sources. We may receive personal data about you from various third parties and public sources as set out below.

Identity and Contact Data from:

• companies providing commercially available data who may be based inside the EU such as TwentyCi or Facebook (based outside the EU);
• from third party portals through which you request the keencrew removals services;
• from third party portals through which you request services that we provide (such as AWIN);
• publicly available sources such as social media sites, including Facebook, YouTube and LinkedIn (based outside the EU), Companies House, HM Land Registry and the Electoral Register (based inside the EU).

Technical Data from the following parties:

• analytics providers such as Google based outside the EU;
• advertising networks such as Google based outside the EU;
• search information providers such as Google based outside the EU;
• Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Checkout, Stripe or Adyen who may be based outside the EU.

How we use personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
• Where we need to comply with a legal obligation.

Click here to find out more about the types of lawful basis that we will rely on to process your personal data.

Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

Who we share your personal data with

We only allow our service providers to handle your personal information.

• We may share your personal information with any person working within our group companies (keencrew removals, keencrew Services Ltd, ) on a need-to-know basis to ensure we are able to perform our obligations to you.

We routinely share personal data with:

• Our insurers and/or professional advisers as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise, or defence of legal claims;
• Transport Partners and Drivers as reasonably necessary for the purposes of providing the requested transportation services (such data is only used and retained to allow the service to be completed, and will be shared through a secure means);
• With our suppliers, to the extent necessary in order to provide services to us;
• With our payment services providers, only to the extent necessary for the purposes of processing payments, refunding payments and dealing with complaints and/or queries relating to payments and refunds;
• Whatsappas reasonably necessary to give you the option to chat with one of our support service representatives (see Whatsapp’s privacy policyhere);
• Bing (see an explanation of our use of Bing in our Cookies Policy);
• Facebook (see an explanation of our use of Facebook in our Cookies Policy);
• Google Analytics and Google AdSense (see an explanation of our use of Google Analytics and Google AdSense in our Cookies Policy);
• Google Maps as reasonably necessary to assist with quoting delivery requests (see Google’s privacy policy here); and
• Trustpilot as reasonably necessary to assist with feedback requests (see Trustpilot’s privacy policy here).

We may disclose Transport Partner personal information (name, phone number, vehicle details) to you as reasonably necessary for the purposes of providing the transportation services you have requested. You are only allowed to use and retain this personal information to allow the service you have requested to complete.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see here

How long we keep your data

We will not keep your personal data for longer than we need to, the period for which we will keep your personal data will depend on the type of service you have requested from us. The retention period may be longer than the period for which we are providing services to you where we have statutory or regulatory obligations to retain personal data for a longer period, or where we may need to retain information in case of legal claim.

How we protect your data

We implement appropriate technical and organisational measures to protect data that we process from unauthorised disclosure, use, alteration, or destruction.

In addition to the technical and organisational measures we have put in place, there are a number of simple things you can do to in order to further protect your personal information;

1. Never share a One Time Passcode (OTP).
2. Never enter your details after clicking on a link in an email or text message.
3. Always send confidential information by encrypted email where possible this reduces the risk of interception.
4. If you’re logged into any online service do not leave your computer unattended.
5. Close your internet browser once you’ve logged off.
6. Never download software or let anyone log on to your computer or devices remotely, during or after a cold call.
7. You can easily identify secure websites by looking at the address in the top of your browser which will begin https:// rather than http://.

Your rights in relation to your personal information

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please click on the links below to find out more about these rights:

• Request access to your personal data. – (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Request correction of your personal data. – This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. – This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Object to processing of your personal data. – where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Request restriction of processing your personal data. – This enables you to ask us to suspend the processing of your personal data in the following scenarios:
  1. If you want us to establish the data’s accuracy.
  2. Where our use of the data is unlawful but you do not want us to erase it.
  3. Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
  4. You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
• Request transfer of your personal data. – We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Rights in relation to automated decisions. – We have some processes that may involve an automated decision however we ensure you are informed of the decision by an keencrew removals staff member who will outline the validation for the decision.  You may request that we specifically do not use automated decision making however this may affect the speed at which a decision can be made.
• Right to withdraw consent. – Where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you wish to exercise any of the rights set out above, please contact us.

Please note that we will keep a record of the fact that you have made a request to exercise your rights, and our response to your request, to demonstrate compliance with our data protection obligations and so that we can handle any queries, complaints or claims in relation to your request. This record will be kept in accordance with our retention policies as described above.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive, or excessive. Alternatively, we could refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Complaints and contact details

Complaints

If you have any complaints about the way we use your personal data please contact the data protection officer at privacy@keencrewremovals.com who will try to resolve the issue. If we cannot resolve any issue, you have the right to complain to the Information Commissioner Office (ICO). If you need more information about how to contact the ICO please let us know.

Contact details

If you have any questions, comments or requests regarding any aspect of this Privacy Policy, please do not hesitate to contact us by sending an email to privacy@Keencrewremovals.co.uk

 or writing to the Data Protection Officer, keencrew services ltd 118 Sydenham Road SE26 5JX

Updates to this notice

From time to time we may need to make changes to this notice, for example, as the result of changes to law, technologies, or other developments. We will provide you with the most up-to-date notice and you can check our website periodically to view it.

This notice was last updated 22 january 2024

How we use personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform the contract we are about to enter into or have entered into with you.
• Where we need to perform the contractbetween keencrew removals and a Transport Partner, where the Transport Partner provides you, a Driver,  with access to the App.
• Where we need to comply with a legal obligation.

Click here to find out more about the types of lawful basis that we will rely on to process your personal data.

Who we share your personal data with

In addition to the main privacy policy we routinely share personal data with:

• Customers as reasonably necessary for the purposes of
  • providing the requested transportation services (such data is only used and retained to allow the service to be completed, and will be shared through a secure means) and
  • providing you with a job and in allowing the Customers to contact you in relation to the job (such data is only used and retained to allow the service to be completed, and will be shared through a secure means.

All other terms and definitions from the Privacy Policy should be read in regard to your rights and protections.