Privacy Policy - Movers Roehampton

This Privacy Policy explains how Movers Roehampton collects, uses, stores, shares, and protects personal data when providing moving and related services. It applies to all Movers Roehampton customers in the Roehampton area, including individuals who request quotes, book services, make enquiries, or otherwise interact with us in connection with removals, packing, storage coordination, furniture handling, and associated services.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what information we process, why we process it, how long we keep it, who we may share it with, and what rights you have over your information.

1. Data We Collect

We collect only the information that is necessary to provide and manage our services, respond to enquiries, and meet legal or operational requirements. The categories of personal data we may collect include:

Identity information such as your name, title, and any business or household name associated with the booking.
Contact details such as telephone number, email address, and service or billing address.
Booking and service information including moving dates, inventory details, access information, special handling requirements, and service preferences.
Payment and transaction data such as payment status, invoicing records, and transaction references. We do not retain card details unless necessary for the payment method used and permitted by the relevant provider.
Communication records including emails, messages, notes from calls, and correspondence relating to quotes, bookings, complaints, and service changes.
Technical and usage data where relevant, such as basic device or browser information if you interact with online forms or digital tools connected to our services.
Special instructions you voluntarily provide, for example regarding fragile items, building access, parking limitations, or timing constraints.

We do not seek to collect unnecessary personal information. If you choose to provide information that is not required, we will only process it where there is a valid reason to do so.

2. How We Use Personal Data

We use personal data to deliver our services effectively and responsibly. Typical uses include:

preparing quotations and estimates;
confirming and managing bookings;
planning logistics, routes, and labour requirements;
communicating about the service, including updates and changes;
issuing invoices and processing payments;
handling complaints, claims, and customer support matters;
meeting tax, accounting, insurance, and legal obligations;
protecting against fraud, misuse, or unlawful activity;
improving our services, internal records, and operational efficiency.

We only process data for specified purposes and do not use it in ways that are incompatible with those purposes unless permitted or required by law.

3. Lawful Basis for Processing

We rely on one or more lawful bases under UK GDPR depending on the situation. These include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, completing a booking, carrying out a move, and managing payment or service-related matters.

Legal Obligation

We may process and retain certain records where required by law, including accounting, tax, insurance, and regulatory obligations.

Legitimate Interests

We may use personal data where it is necessary for our legitimate interests, provided your interests and fundamental rights do not override those interests. This can include managing enquiries, maintaining business records, improving services, defending legal claims, and preventing fraud or misuse. When relying on this basis, we ensure that the processing is proportionate and relevant.

Consent

In limited cases, we may rely on your consent, for example where it is required for specific optional communications or processing activities. If we rely on consent, you have the right to withdraw it at any time.

4. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or operate our business. These parties act either as independent controllers or as processors acting on our behalf under appropriate contractual terms.

Examples of processors or service providers may include:

IT and cloud service providers that store or host operational records, scheduling tools, or communication systems;
payment processors that handle financial transactions securely;
accounting and bookkeeping providers who assist with invoicing, tax, and financial reporting;
customer management or administration systems used to organise bookings and service records;
insurance-related providers where claims or risk management matters must be addressed;
professional advisers such as lawyers, insurers, or auditors where necessary.

We require processors to keep your personal data confidential, use it only for authorised purposes, and implement suitable technical and organisational security measures. We do not sell personal data.

We may also disclose data where required by law, court order, regulatory request, or to protect our rights, customers, staff, or the public.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as long as required by law or legitimate business needs. Retention periods vary depending on the type of data and the reason for processing.

Quote and enquiry records are generally kept for a limited period after the enquiry ends, unless the enquiry leads to a booking or legal need to retain them longer.
Booking and service records are retained for the duration of the customer relationship and for a reasonable period afterward to deal with follow-up issues, complaints, or claims.
Financial and tax records are kept for the period required by applicable law.
Claims, dispute, or legal records may be retained until the matter is fully resolved and any applicable limitation periods have expired.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices. Retention is reviewed periodically to ensure that personal data is not kept longer than necessary.

6. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, restricted permissions, staff confidentiality obligations, and careful selection of service providers.

While no system can be guaranteed completely secure, we take data protection seriously and continually review our practices to reduce risk. If a personal data breach occurs and we are legally required to do so, we will notify the relevant authorities and affected individuals.

7. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing. They include:

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete information.
Right to erasure – in certain situations, you may request deletion of your data.
Right to restriction – you may ask us to limit how we use your data in some circumstances.
Right to object – you may object to processing based on legitimate interests, and in some cases direct marketing.
Right to data portability – where applicable, you may request that we provide your data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits required by law unless an extension is permitted.

8. Children’s Data

Our services are primarily intended for adults arranging moving and related services. We do not knowingly collect personal data from children for direct service purposes. If we become aware that we have collected such data without an appropriate legal basis, we will take steps to delete it promptly.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, our services, or our data handling practices. Any updated version will apply from the date it is made available. We encourage you to review this policy periodically so that you remain informed about how your personal data is processed.

10. Summary of Our Commitment

We respect your privacy and are committed to protecting the personal data of every customer we serve in Roehampton. Our approach is based on lawfulness, transparency, minimisation, and security. We collect only the information needed to provide moving services, process it on appropriate lawful bases, share it only with trusted processors or where legally required, and retain it only as long as necessary. You also have clear rights over your information, and we will handle requests with care and in accordance with applicable law.

This Privacy Policy is intended to be clear, fair, and proportionate while supporting our day-to-day operations and safeguarding customer information.