Movers London Privacy Policy for Customers

This Privacy Policy explains how Movers London collects, uses, stores, and protects personal data relating to our customers within our service area. It also describes your rights under the UK General Data Protection Regulation and the Data Protection Act 2018, and how you can exercise them. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Movers London customers and prospective customers within the area in which we provide moving and related services. It covers personal data collected through our website, verbal and written communications, booking forms, quotes, and during the provision of our services.

Who is responsible for your data

Movers London is the controller of the personal data we process about you in connection with the provision of our services. As controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection law.

Personal data we collect

We may collect and process the following categories of personal data about you:

Identification and contact details, such as your name, postal address, pick-up and delivery addresses, billing address, and general contact details.

Booking and service information, such as details of the move, inventories, access information for properties, preferred dates and times, and instructions relating to your move.

Communication data, including information you provide when you contact us by phone, in writing, or through online forms, as well as records of our communications for administrative and quality purposes.

Payment and transaction data, including information necessary to process payments, such as partial payment card details handled in a secure manner by our payment processor, and records of payments and invoices.

Technical and usage data, where applicable, such as basic information about how you interact with our website, including device type, browser type, and pages visited. This data may be collected through cookies or similar technologies where permitted by law.

Feedback and survey data, such as ratings, testimonials, and responses you provide about our services.

How we collect your personal data

We collect personal data directly from you when you request a quote, make a booking, communicate with us, or provide instructions during the move. We may also receive personal data indirectly where another person arranges services on your behalf, or from business partners who refer you to us. When this occurs, we ask that the person providing your information confirms that you are aware of this Privacy Policy.

Lawful basis for processing

We rely on several lawful bases under data protection law for processing your personal data:

Contract: We process your personal data where it is necessary to enter into or perform a contract with you, including to provide quotes, confirm bookings, carry out your move, handle payments, and manage your customer account.

Legitimate interests: We process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This includes managing and improving our services, keeping records for business administration, and communicating with you about existing or similar services you have used.

Legal obligations: We process personal data where necessary to comply with legal and regulatory requirements, for example maintaining tax and accounting records or assisting law enforcement when required by law.

Consent: In limited cases, we may rely on your consent, for example for certain types of marketing or for the use of optional cookies. Where we rely on consent, you may withdraw it at any time, and this will not affect the lawfulness of processing before consent was withdrawn.

How we use your personal data

We use your personal data for the following purposes:

To provide our services, including preparing and sending quotes, planning and carrying out moves, managing bookings, and handling any changes or issues that arise.

To communicate with you, including confirming bookings, providing updates about your move, responding to your enquiries, and sending important service-related information.

To manage payments and accounts, including issuing invoices, processing payments via our payment processors, managing deposits and refunds, and maintaining financial records.

To improve our services and operations, including reviewing feedback, monitoring service quality, and analysing aggregate data to develop and enhance our offerings.

To comply with legal and regulatory obligations, including record-keeping, tax requirements, and responding to lawful requests from public authorities.

To send you marketing communications about services that are similar to those you have already purchased from us, where permitted by law and where you have not objected to such communications.

Data retention

We retain your personal data only for as long as is necessary to fulfil the purposes for which it was collected and to meet our legal, accounting, and reporting obligations.

Customer and booking records are generally kept for a period that allows us to manage ongoing relationships, deal with any complaints, and comply with statutory retention periods for financial and tax records. In many cases this will be up to six years from the end of our relationship with you, unless a longer period is required by law or is necessary in relation to a dispute or legal claim.

Technical and usage data may be retained for shorter periods, usually only as long as needed for security, analytics, or troubleshooting, after which it may be anonymised or deleted.

Processors and sharing of personal data

We may share your personal data with trusted third parties who act as processors on our behalf. These processors are only permitted to process your personal data in accordance with our instructions and for the purposes described in this Privacy Policy. They are required to implement appropriate technical and organisational measures to protect your personal data.

Examples of processors we may use include payment service providers, providers of customer relationship management or booking systems, information technology and cloud storage providers, and professional advisers such as accountants and consultants where they provide services to us.

We may also share your personal data with other controllers where necessary, such as insurers, law enforcement or regulatory authorities when required or permitted by law, or with third parties involved in a business transaction such as a merger or transfer of our business, in which case we will take appropriate steps to ensure the security of your data.

We do not sell your personal data to third parties.

International transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, or where data is stored in another jurisdiction, we take steps to ensure that your personal data is afforded an equivalent level of protection. This may include relying on adequacy regulations, entering into data transfer agreements based on approved standard contractual clauses, or implementing other appropriate safeguards in accordance with data protection law.

Data security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, accidental loss, destruction, or damage. These measures include controlled access to systems, secure storage, and regular review of our security practices. While we strive to protect your personal data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

Your data protection rights

You have a number of rights under data protection law in relation to your personal data. Subject to certain conditions and exemptions, these include the right to:

Access your personal data and obtain a copy of the data we hold about you.

Request correction of inaccurate or incomplete personal data.

Request erasure of your personal data where it is no longer necessary for the purposes for which it was collected, where you have withdrawn consent and there is no other legal basis, or where processing is unlawful.

Request restriction of processing of your personal data in certain circumstances, for example while we verify the accuracy of the data or consider an objection.

Object to processing that is based on our legitimate interests, including profiling, and to direct marketing at any time.

Request the transfer of your personal data to you or to another organisation in a structured, commonly used, and machine readable format, where the processing is based on consent or contract and carried out by automated means.

Withdraw consent where we rely on it for specific processing activities, without affecting the lawfulness of processing based on consent before its withdrawal.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights in relation to Movers London, or if you have questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our website or in your booking correspondence. We will respond to your request in accordance with applicable legal time limits.

You also have the right to lodge a complaint with the UK supervisory authority for data protection if you are unhappy with how we handle your personal data. We encourage you to contact us first so that we can attempt to resolve your concerns.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. When we make material changes, we will take appropriate steps to bring them to your attention. The most current version of the Privacy Policy will always apply to the processing of your personal data by Movers London.