Privacy Policy - Moving Company London

This Privacy Policy explains how Moving Company London collects, uses, stores, shares, and protects personal data when providing moving, packing, storage, and related services. It applies to all Moving Company London customers in area, including people who request a quotation, make a booking, receive a service, or otherwise interact with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Information We Collect

We collect only the personal data that is necessary to provide our services, manage our business, and meet legal obligations. The types of information we may collect include:

Identity information: name, title, and, where relevant, company name.
Contact details: email address, phone number, moving address, delivery address, and billing address.
Service details: inventory information, move date, property access information, packing requirements, storage needs, and special instructions.
Payment information: payment status, transaction details, and limited billing information. Card details are generally processed by payment providers and are not stored by us in full.
Communication records: emails, text messages, call notes, complaint details, and customer service history.
Technical data: IP address, device information, browser type, and basic usage data if you visit or interact with our digital systems.
Identification and verification information: where needed for fraud prevention, insurance, or security purposes.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example if access arrangements require us to note a health-related need. In such cases, we will only process it where a lawful basis applies and appropriate safeguards are in place.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and schedule removals services;
to plan, carry out, and complete your move;
to communicate with you about bookings, changes, and service updates;
to process payments, invoices, and refunds;
to arrange insurance, claims handling, and damage assessment where applicable;
to improve our services, manage quality, and train staff;
to maintain business records and support internal administration;
to comply with legal, tax, accounting, and regulatory requirements;
to prevent fraud, misuse, and security incidents.

We only use data in ways that are compatible with the original purpose for which it was collected, unless we have a valid legal basis for a further use.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each type of processing activity. We rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging the move, confirming services, handling payments, and communicating about the delivery of our services.

Legal obligation

We may process data to meet legal obligations, including tax, accounting, insurance, fraud prevention, and compliance with lawful requests from public authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights do not override those interests. This may include improving our services, managing customer relationships, protecting our business from fraud, and maintaining internal records. Where we rely on legitimate interests, we consider the impact on privacy and apply safeguards where needed.

Consent

In some cases, we may ask for your consent, for example for certain marketing communications or for the processing of optional data not required to deliver the service. Where consent is used, you may withdraw it at any time.

4. Sharing Data and Processors

We may share personal data with trusted third parties where necessary to deliver services or meet our legal duties. These third parties act as processors or independent controllers depending on the situation.

Examples of processors may include:

IT and hosting providers: for secure storage, email systems, and operational software;
payment processors: for taking card or online payments;
accounting and payroll providers: for finance and administration;
customer relationship or booking systems: for managing enquiries and service records;
insurance providers and claims handlers: where a claim or policy matter requires information;
professional advisers: such as lawyers, auditors, or insurers;
subcontractors and operational partners: where required to complete a move or related service.

We require processors to keep personal data secure, use it only on our instructions, and comply with data protection law. We do not sell your personal data. We will only disclose data to other parties when necessary, lawful, and proportionate.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of information and the reason for processing.

For example:

quotation and booking records may be kept for a reasonable period after the service in case of follow-up, dispute, or repeat business;
financial and tax records are kept for the period required by law;
claims and incident records may be retained longer where needed to defend or establish legal claims;
marketing preferences are retained until you opt out or withdraw consent, where applicable.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

6. Security of Personal Data

We use reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality duties, and limited internal access on a need-to-know basis. While no system can be guaranteed completely secure, we take data protection seriously and review our safeguards regularly.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to legal limitations or exemptions. They include:

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

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any concern promptly and fairly.

8. International Transfers

Where any service provider stores or accesses data outside the United Kingdom, we ensure appropriate safeguards are in place in line with applicable law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protection measures.

9. Marketing Communications

We may send service-related messages that are necessary for bookings, updates, and customer administration. We will only send marketing communications where permitted by law. If consent is required, you may choose whether to receive such messages. You can opt out of marketing at any time, and we will respect your preference.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically to stay informed about how personal data is protected.

11. Our Commitment to Fair Processing

We believe privacy should be handled with clarity and respect. We only collect data that is needed, we keep it secure, and we do not retain it longer than necessary. If you use Moving Company London, we want you to feel confident that your personal data is processed responsibly and lawfully. This policy is intended to give you a clear understanding of what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what choices you have about your information.

By using our services, you acknowledge that you have read and understood this Privacy Policy.