Privacy Policy - Movers Collierswood

This Privacy Policy explains how Movers Collierswood collects, uses, stores, shares, and protects personal data. It applies to all Movers Collierswood customers in the area, including anyone who requests a quote, books a service, receives a service, or communicates with us in connection with a move, delivery, or related relocation support. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We aim to process personal data fairly, lawfully, and transparently. This policy describes what information we collect, why we collect it, the lawful bases we rely on, how long we keep it, which service providers may process it on our behalf, and what rights individuals have over their personal data.

1. Data Collection

We collect personal data that is necessary to provide moving and related services efficiently and safely. The information we collect may include:

Identity details such as name and title
Contact details such as telephone number and email address
Address details including current address, destination address, and any access notes relevant to the move
Booking and service information such as move date, inventory details, property type, parking access, and special handling requirements
Payment information where needed to process transactions, refunds, or invoices
Communication records including emails, messages, call notes, and service requests
Identification or verification information where required for fraud prevention, insurance, or contractual purposes
Technical data such as device or usage data if you interact with digital services

We usually collect personal data directly from the customer, but it may also come from a person acting on their behalf, such as a family member, employer, landlord, estate agent, solicitor, or another authorised representative. In some cases, we may receive data from public sources or trusted third parties where this is necessary to complete a booking or fulfil a service request.

We do not intentionally collect special category data unless it is necessary and a lawful basis applies. If such information is shared with us, for example due to access, support, or vulnerability-related arrangements, we will handle it with extra care and only for the purpose for which it was provided.

2. How We Use Personal Data

We use personal data to manage our services and run our business. This includes:

Providing quotes and booking moving services
Planning and carrying out removals, deliveries, and associated work
Managing communication with customers and authorised third parties
Processing payments, invoices, refunds, and account records
Handling customer service, complaints, and claims
Meeting insurance, legal, tax, and regulatory obligations
Preventing fraud, misuse, and security incidents
Improving service quality, training staff, and maintaining records

We only use personal data for purposes that are compatible with the reason it was collected. If we need to use data for a new purpose, we will ensure that it is permitted under data protection law.

3. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, Movers Collierswood may rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with a customer. This includes preparing quotes, arranging bookings, carrying out the move, and handling payment or service communication.

Legal Obligation

We may process data to comply with legal obligations such as tax recordkeeping, accounting rules, insurance requirements, or lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. Examples include business administration, service improvement, fraud prevention, and maintaining operational security. When we rely on legitimate interests, we consider whether the processing is proportionate and reasonably expected.

Consent

In limited circumstances, we may rely on consent, for example where specific optional communications or non-essential processing require it. Where consent is used, you have the right to withdraw it at any time.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, such as responding to an emergency during a move.

4. Data Sharing and Processors

We do not sell personal data. We may share personal data with trusted third parties where necessary for business operations, service delivery, or legal compliance. These third parties may act as processors or, in some situations, as independent controllers.

Examples of processors may include:

IT and cloud service providers that host records, manage email systems, or support secure data storage
Payment processors that handle card or electronic payment transactions
Accounting and invoicing providers that assist with financial administration
Customer management or booking systems used to organise services and communications
Insurance and claims support services where relevant to a claim or liability matter
Professional advisers such as legal, tax, or auditing professionals when needed

Where processors handle personal data on our behalf, they are required to follow our instructions, keep data secure, and only process it for agreed purposes. We take steps to ensure that appropriate contractual and technical safeguards are in place.

We may also disclose personal data if required by law, court order, or other lawful request, or where disclosure is necessary to protect our rights, customers, staff, or the public.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and reporting requirements. Retention periods may vary depending on the type of data and the nature of the service provided.

Quotation and booking records are usually kept for a reasonable period after the service enquiry or completion of the move
Contract, invoice, and payment records may be retained for tax and accounting purposes
Complaint, claim, and dispute records may be retained until the matter is resolved and any follow-up period has ended
Security and technical logs may be retained for a limited period for operational and fraud-prevention purposes

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices and applicable law.

6. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure systems, staff training, limited access on a need-to-know basis, and protective procedures for paper and electronic records.

Although we take reasonable steps to secure data, no system can be guaranteed completely secure. If a personal data incident occurs, we will assess it and take steps in line with our legal obligations.

7. Your Rights

Individuals whose personal data we process have rights under data protection law. These rights may apply depending on the circumstances and legal conditions. They include:

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

You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully. We encourage anyone with concerns to raise them with us first so we can try to resolve the issue promptly.

8. Children’s Data

Our services are generally intended for adults arranging removal services. We do not knowingly collect personal data from children except where it is necessary in connection with a service arrangement and appropriate safeguards are in place.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is published or otherwise made available. We recommend reviewing this policy periodically to stay informed about how we protect personal data.

10. Summary of Our Approach

Movers Collierswood is committed to processing personal data lawfully, fairly, and transparently. We collect only the information needed to provide moving services, rely on appropriate lawful bases, keep data only as long as necessary, and work with processors who are required to protect it. Customers in the area retain meaningful rights over their personal data, and we respect those rights in accordance with data protection law.