Privacy Policy - Movers Richmond Upon Thames

This Privacy Policy explains how Movers Richmond Upon Thames collects, uses, stores, and protects personal data relating to customers, prospective customers, and other individuals in the Richmond upon Thames area. It applies to all Movers Richmond Upon Thames customers in the area, including people who request quotes, book removals services, receive moving support, or otherwise interact with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to individuals who use or enquire about the services offered by Movers Richmond Upon Thames. It covers personal data collected from:

Customers who book removals, packing, storage, or related services;
People requesting estimates, surveys, or availability;
Individuals communicating with us about a booking, complaint, or service issue;
Anyone whose information is needed to complete a move safely and efficiently.

Where we act on behalf of a business customer, the same principles apply to personal data provided to us in connection with a move.

2. Personal Data We Collect

We only collect personal data that is necessary for service delivery, administration, and legal compliance. The types of data we may collect include:

Identity data: name, title, and, where needed, identification details;
Contact data: address, email address, telephone number, and move-related contact information;
Booking and service data: details of your move, property access requirements, dates, inventory, and instructions;
Payment data: billing information, payment status, and transaction records;
Communication data: emails, notes from calls, messages, and complaint records;
Technical data: limited device or usage information if you interact with digital systems used for administration;
Special category data: only where necessary and only with appropriate safeguards, for example if you voluntarily share information that affects access, safety, or mobility.

We aim to collect data directly from you whenever possible. In some cases, information may also come from third parties such as property managers, estate agents, landlords, or business representatives involved in arranging the move.

3. How We Use Your Personal Data

We process personal data for specific and limited purposes. These include:

Providing quotations and arranging surveys;
Planning, coordinating, and completing removal services;
Managing packing, loading, transport, delivery, and optional storage;
Communicating with you about bookings, changes, or service updates;
Handling invoices, payments, and account administration;
Responding to queries, complaints, and claims;
Maintaining service quality, safety, and staff training;
Meeting our legal, tax, and regulatory obligations;
Defending or exercising legal claims where necessary.

We do not use personal data for unrelated purposes without first ensuring that we have a lawful basis to do so.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis before processing personal data. Depending on the circumstances, we rely on one or more of the following:

Contract: processing is necessary to provide the services you request, such as quotations, bookings, and move execution;
Legal obligation: processing is necessary for compliance with tax, accounting, insurance, and other legal requirements;
Legitimate interests: processing is necessary for our legitimate business interests, such as service improvement, fraud prevention, record keeping, and responding to enquiries, provided these interests do not override your rights and freedoms;
Consent: where required, such as for certain optional communications or processing of special category data when no other lawful basis applies;
Vital interests: in rare cases, where processing is necessary to protect someone’s life or physical safety.

When we rely on legitimate interests, we consider whether the processing is reasonable, proportionate, and expected in the context of a moving service. Where consent is used, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties only where necessary and appropriate. These parties act either as independent controllers or as processors acting on our instructions. Processors may include:

Payment service providers;
IT and cloud storage providers;
Customer administration and booking system providers;
Accounting and invoicing services;
Communication and email service providers;
Subcontracted movers or specialist service providers supporting the move;
Professional advisers, such as insurers, legal advisers, or auditors.

All processors are required to protect personal data, use it only for agreed purposes, and implement appropriate technical and organisational security measures. Where data is shared with third parties acting as independent controllers, they are responsible for their own privacy practices.

We may also disclose data where required by law, court order, or lawful request from public authorities, or where necessary to establish, exercise, or defend legal rights.

6. 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 operational requirements. Retention periods vary depending on the type of data and the reason it is held.

Quotation and enquiry data: retained for a limited period to manage follow-up and service records;
Contract and booking data: retained for the duration of the service and afterwards as required for administration and claims handling;
Invoice and payment records: retained for the period required by tax and accounting law;
Complaint and claim records: retained long enough to resolve the issue and support any legal or insurance matters;
Correspondence: retained for operational continuity, quality control, and evidence of instructions.

When personal data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe and lawful manner.

7. Data Security

We use appropriate security measures to help protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include restricted access, password protection, secure storage, and staff awareness procedures. While no system is completely secure, we work to maintain a level of protection appropriate to the risks involved.

8. Your Rights Under GDPR

As a data subject, you have important rights regarding your personal data. Subject to legal restrictions and verification of your identity, you may have the right to:

Access your personal data and receive a copy of it;
Rectify inaccurate or incomplete information;
Erase your data in certain circumstances;
Restrict how your data is processed in certain cases;
Object to processing based on legitimate interests or direct marketing;
Data portability for information you provided to us, where applicable;
Withdraw consent at any time where consent is the lawful basis;
Complain to the Information Commissioner’s Office (ICO) if you believe your data has been mishandled.

To protect your privacy, we may need to request proof of identity before responding to certain requests. We will respond within the timeframes required by law.

9. International Transfers

Where service providers store or process data outside the UK, we will only use arrangements that provide an adequate level of protection and comply with applicable data transfer requirements. This may include approved safeguards or contract terms designed to protect your information.

10. Children’s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children except where it is incidental and necessary for a move, such as information appearing in delivery instructions or occupancy details. If we become aware that we have collected data inappropriately, we will take appropriate steps to delete or protect it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business operations, or data handling practices. The latest version will apply to all relevant personal data processed by Movers Richmond Upon Thames. We encourage customers to review this policy periodically so they remain informed about how their data is used.

12. Summary of Key Principles

Transparency

We explain clearly what data we collect and why.

Purpose limitation

We use personal data only for legitimate moving-related and legal purposes.

Data minimisation

We collect only the information needed to provide a safe and efficient service.

Storage limitation

We retain data only for as long as necessary.

Accountability

We take responsibility for compliance, security, and respectful handling of personal information.

Movers Richmond Upon Thames is committed to protecting the privacy of every customer in the area. By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and the requirements of applicable data protection law.