Privacy Policy

Martell’s International Removers is committed to protecting your privacy and handling your personal data responsibly. This policy explains how we collect, use, store, and protect your information when you request a quote, book a move, or use our website. 

1. Who We Are 

Martell’s International Removers is the “Data Controller” for the personal information you provide to us. 

• Company Address: Units 3-4 Charlwoods Road, East Grinstead, West Sussex, RH19 2HG. 
• Email Address: Removals@martells.co.uk 
• Telephone Number: (+44) 1342 321303 

2. Personal Data We Collect 

We collect only the necessary information required to plan, quote, and safely execute your removal and storage services. This includes: 

• Identity Data: Your full name, title, and signature. 
• Contact Data: Your phone number, email address, current billing address, and moving addresses. 
• Property & Moving Data: Move dates, inventory lists, volume of goods, property access details (e.g., stairs, parking restrictions, lift availability), and photos/videos provided for quoting. 
• Financial Data: Payment card details and bank details (processed securely through our third-party payment gateways; we do not store full card details). 
• Technical Data: Your IP address, browser type, and cookie data when you browse our website. 

3. How We Collect Your Data 

We collect data from you through various touchpoints: 

• When you fill out an online enquiry form on our website. 
• When you communicate with us via phone, email, WhatsApp, or social media. 
• When our surveyors conduct physical or virtual home surveys. 
• Automatically via website cookies. 

4. How and Why We Use Your Personal Data 

We will only use your personal data when the law allows us to. Most commonly, we use it for the following legal reasons: 

• Performance of a Contract: To generate an accurate quotation, schedule your move, coordinate logistics, and complete the removal or storage service. 
• Legitimate Interests: To communicate with you regarding your booking, manage customer service feedback, and resolve insurance claims or complaints. 
• Legal Obligation: To process financial transactions, maintain business accounting records, and comply with tax regulations. 

5. Sharing Your Data 

We do not sell your personal data. We only share your information with trusted third parties necessary to complete our services:  

• Subcontractors & Partners: Independent drivers, packers, or partner removal networks assisting with your move. 
• Storage Facilities: If your move requires temporary or long-term storage solutions. 
• Payment Processors: Secure third-party payment platforms to handle financial transactions. 
• Insurance Companies: In the event of a goods-in-transit or public liability claim. 
• Legal Authorities: If required by law, tax authorities, or law enforcement. 

6. Data Security 

We have put in place robust security measures to prevent your personal data from being accidentally lost, altered, disclosed, or accessed without authorisation. Access to your personal data is strictly limited to employees, contractors, and agents who have a specific business need to know. 

7. Data Retention 

We only keep your data for as long as necessary to fulfil the purposes we collected it for.  

• Quotes: If you do not book with us, we delete your quotation data after 12 months. 
• Completed Jobs & Financial Records: We retain customer contact info, invoices, and transaction histories for 7 years to comply with legal, tax, and accounting requirements. 

8. Your Legal Rights 

Under data protection laws, you have the following rights regarding your personal information: 

• The right to access the personal data we hold about you. 
• The right to rectification if your data is inaccurate or incomplete. 
• The right to erasure (“the right to be forgotten”) under certain conditions. 
• The right to restrict or object to the processing of your data. 
• The right to data portability to transfer your data to another provider. 

If you wish to exercise any of these rights, please contact us at removals@martells.co.uk 

9. How to Complain 

If you have any concerns about how we handle your data, please contact us directly so we can resolve the issue. You also have the right to lodge a complaint with your national data protection regulator (such as the Information Commissioner’s Office (ICO) in the UK)