Customer Privacy Statement

This Privacy Statement sets out our current policies in relation to customer data.

We solely collect data that we believe is relevant and required to understand our customers’ needs and to conduct Heaps Removals & Storage Ltd business. We use customer information to provide customers with better customer service and products.

Heaps Removals & Storage Ltd respects your right with regards to data privacy and data protection when you communicate (online or offline) with us through our website, over the phone, email or at events.

We have therefore developed this Privacy Statement to inform you how each Heaps Removals & Storage Ltd in the UK collects, stores, uses, shares, processes and protects the personal information about our customers (“you”). It also tells you how you can access and update your personal information and make certain choices about how your personal information is used.

By using our website or by otherwise giving us your personal information you are accepting the practices described in this Privacy Statement. If you do not agree to this Privacy Statement, please do not use our websites or give us any of your personal information. We reserve the right to make changes to this Privacy Statement at any time. We ask you to regularly review this Privacy Statement to make sure you are aware of any changes and how your information may be used.

If you have any requests concerning your personal information or any queries with regard to this Privacy Statement please contact us on +44(0) 1422 835524.

For a detailed description of our privacy practices, here is a summary of the information detailed below:

  • What does this Privacy Statement apply to?
  • What information do we collect about you?
  • How do we use the information about you?
  • How do we protect your personal information?
  • What are the consequences of not opting in?
  • Marketing
  • Cookies
  • Access to your information and correction
  • How long do we keep your personal information?
  • Changes to our privacy policy
  • How to contact us

1. What does this Privacy Statement apply to?

This Privacy Statement applies to personal information that we collect from or about our customers through the methods described in this section.

1.1 Heaps Removals & Storage Ltd website

This refers to any customer facing website under our own domain/URLs and websites that we run on third party social networks such as Facebook (e.g. Facebook fan page).

1.2 Offline events

This refers to information that we may collect from prospects via trade show events.

1.3 Over the phone

This refers to personal information that we may collect from customers through our office for example if you call us with a question or comment or request a brochure over the phone or general quotations and order processing.

1.4 Data from other sources

This refers to personal information we may obtain about you from other sources. For example, we may use a third party to collect customer data from our online campaigns. We may also receive information about customers if we acquire other companies or businesses.

2. What information do we collect?

Depending on how you interact with us (online, offline, over the phone, etc.), we may collect from your various types of information.

Personal information (as used in this Privacy Notice) refers to such types of information that can be used to personally identify you.

In cases, where personal and aggregate information are combined, such information will always be considered as personal information. We strive to limit the amount of personal information we collect and store to that which is reasonably necessary to provide you the relevant services.

2.1 Personal contact information

This includes any information that would allow us to personally contact you, such as your name, home or mailing address, phone number (home, mobile phone, etc.), or email address. In some cases, this could include personal information that you give us about someone else (for example, if you provide a colleague’s contact number for a delivery). We typically collect personal contact information in connection with a variety of activities, including account set up, sales contact, deliveries, customer service enquiries, other promotions and surveys). If you create an account with us, your personal contact information may be stored under your account profile.

2.2 Customer feedback

This includes information that you voluntarily share with us about your experience in using our products and services, including our website. Examples may include unsolicited comments and suggestions, testimonials, or other questions or feedback related to our products. We typically collect this information in the form of customer surveys and email or phone correspondence. 

2.3 Consumer-generated content

This refers to any content that you create and then share with us (and perhaps others) by uploading it to one of our websites or applications, including one of our Facebook sites. Examples may include photos, videos, personal stories, or other similar media or content. We may collect and publish customer-generated content in connection with a variety of activities, including campaigns, website community features, customer engagement, and third party social networking.

2.4 Social network information

This refers to any information that is part of your profile on a third party social network, which you allow the 3rd party social network to share with us. We do not use or share any data provided by your profile on social media.

2.5 Payment information

This includes any information that you use to make a purchase, such as your credit card details (cardholder name, card number, expiration date, etc.) or other forms of payment (if such are made available). This also includes the billing name and address associated with your form of payment. When you create an account with us when making a purchase, your payment information may be stored under your account profile. To review or edit this information please contact us.

3. How do we use information about you?

The following paragraphs describe the various purposes and features for which we might collect and use your personal information, and the different types of information that might be collected from you. Please note that not all of the uses below will be relevant to every customer

3.1 Account maintenance

We may use your personal information to maintain your accounts with us. This typically involves the use of personal information that was originally collected to set up your account (e.g., personal contact information, payment information, demographic information, etc.).

3.2 Customer service

We may collect and use your personal information to provide you customer service, including responses to your enquiries. This typically requires the collection and use of certain personal contact information (such as your name or email address) and information regarding the reason for your enquiry (e.g., order status, product question/complaint, general question, delivery date etc.). Customer service may be provided through various forms of communication, including email correspondence, and phone support.

3.3 Product improvement and customisation

We may collect and use your information, so we can constantly improve our products, tailor them to your needs, and come up with new ideas. This mostly involves the collection and use of customer feedback.

3.4 Customer engagement

We may collect and use your personal information to encourage you to be more actively engaged with our products and services (including our website), thereby increasing overall product and service awareness. This mostly involves the collection, use, and publication of customer-generated content.

3.5 Order fulfilment

We will collect and use your personal information to process your removal quotation, and to inform you about the status of your removal or sales orders. This could involve the collection and use of certain personal contact information, payment information, and/or other information related to your removal (such as products ordered). Where removals are being fulfilled by a third party, we will share your personal information with them for the purposes of fulfilment of the removal.  You may, as a result, also receive communications from that third party (whether by email, SMS or other methods of communication) regarding the fulfilment of the removal.

4. How do we protect your personal information?

We take all necessary technical and organisational measures to protect the confidentiality and security of your personal information collected through the various methods described in this Privacy Statement. These efforts include, but are not necessarily limited to: (i) storing your personal information in secure operating environments that are not available to the public and that are only accessible to authorised Heaps Removals & Storage Ltd employees, and our service providers, agents and those with whom we have contracts; (ii) using industry-standard SSL encryption (or similar) to protect the security of certain sensitive personal information (such as credit card information) during transmission, and, (iii) verifying the identities of registered users before they can access the personal information we maintain about them.

5. What are the consequences of not opting in?

If you choose not to submit any personal information when requested, you may not be able to participate in certain promotions, which may limit the services and special offers we can provide you. For example, if you do not wish to share with us your email address, you will not be able to receive any of our electronic newsletters or email campaigns. If you refuse to provide your credit card number, you will not be able to purchase our products and services at Heaps Removals & Storage Ltd. If you wish to browse our websites and learn more about our products and services, you do not need to give us any personal information.

6. Marketing

We may collect and use your personal information to send you marketing communications, such as email communications and postal mailings. We may also show you marketing communications on other websites, including on social media sites where you are a member. These marketing communications will keep you up-to-date on the latest news, events, special offers, and promotions of our products and services of interest to you. Sending you marketing communications mostly requires the collection and use of certain personal contact information and demographic information. This could involve the use of your precise geo-location, which may allow us to send you location-based offers and promotions.

You can always opt-out from receiving marketing-related email communications by following the unsubscribe instructions provided in each such communication. Changing these preferences would also remove you from our lists for future campaigns. Please note that even if you opt out from receiving marketing communications from us, you may still receive administrative communications from us, such as order confirmations, delivery date and other important announcements. You will also still see generic ads on other websites, including on social media sites where you are a member.

7. Cookies

This includes information about how you use and navigate our websites, applications and online marketing campaigns, including which links you click on, which pages or content you view and for how long, and other similar information and statistics about your interactions with the Heaps Removals & Storage Ltd (e.g., date and time of visit, which site you came from and site activities,). This information is captured using automated tracking technologies such as browser cookies, flash cookies, and web beacons, and may also be collected through the use of third party tracking services (such as Google Analytics) that collect data in aggregate (such as number of visits to a particular page, or the amount of time spent on a web site). We may also use these technologies, such as web beacons, to capture information about how users respond to certain email campaigns (e.g., time the email is opened, where user links to from the email, etc.).

We may also partner with one or more third party ad networks to either display advertising on our website or to manage our advertising on other sites including mobile sites or applications. We or our ad network partner may use cookies and web beacons to collect non-personally identifiable information about your activities on this and other websites to provide you targeted advertising on our websites or other entities’ websites based upon your interests. If you wish to not have this information used for the purpose of serving you targeted ads, you may opt-out by following the instructions in our Cookie Policy. Please note this does not opt you out of being served advertising. You will continue to receive generic ads.

8. Access to your information and correction

The following outlines the choices you have with respect to the collection and use of your personal information by us.

8.1 You can opt out.

You always have the option not to share any of your personal information with us. However, if you choose this option, you will be limited in the activities and features we can provide you.

8.2. How to opt out

If you have opted-in and, at a later time, wish to opt-out, please visit the appropriate unsubscribe section(s) on our marketing campaigns and amend your preferences.

8.3 What if I receive an e-mail, message or another contact I am not expecting?

Along with every e-mail marketing communication sent to you, we provide you the opportunity to discontinue receiving future marketing communications (i.e., unsubscribe). Simply follow the unsubscribe process or directions provided in the email.

9. How long do we keep your personal information?

We may store the personal information that you have provided us with through the various methods described in this Privacy Statement in our databases such as our Customer Relationship Management database. We will only keep your personal information for as long as it is reasonably necessary taking into consideration our need to answer queries or resolve problems, provide improved and new services and comply with legal requirements under applicable law(s). This means that we may retain your personal information for a reasonable period after you stop using Heaps Removals & Storage Ltd services or stop using this website. After this period, your personal information will be deleted from all systems within Heaps Removals & Storage Ltd.

We remind you that you have a right to have your personal information deleted at any time unless this is required for legal or statutory obligation.

10. How can you contact us?

If you have any questions, complaints, or comments regarding this Privacy Statement or our information collection practices, please contact us by clicking here or emailing us at [email protected]

11. Changes to our Privacy Statement

Heaps Removals & Storage Ltd reserves the right to change this Privacy Statement to change the content at any time and without notice. Please check this Privacy Statement regularly to see the changes and how these may affect you.