Privacy Policy - Movers Pimlico

This Privacy Policy explains how Movers Pimlico collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Movers Pimlico customers in the area, including individuals who request quotes, make bookings, receive moving services, or communicate with us about our operations. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

By using our services, you acknowledge that your information may be processed as described in this policy. We take privacy seriously and only collect information that is relevant, necessary, and proportionate to the services we provide.

1. Information We Collect

We may collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data may include:

Identity details such as your name and title.
Contact details such as your phone number, email address, and service address.
Booking and service information including move dates, access requirements, inventory details, and service preferences.
Payment-related information such as transaction records and billing details, where relevant.
Communication records including emails, messages, notes from calls, and any feedback or complaints you submit.
Technical data such as IP address, browser type, device type, and general usage information if you interact with our digital systems.
Special instructions relating to fragile items, building access, parking, or timing requirements.

We generally do not seek to collect special category data unless it is necessary and you choose to provide it. If such information is shared with us, we will only process it where a lawful basis exists and additional safeguards are in place.

2. How We Collect Your Data

We collect personal data directly from you when you:

request a quote or assessment;
book or manage a moving service;
communicate with our team;
submit enquiries, complaints, or feedback;
provide information for delivery, collection, or access purposes;
participate in service updates, follow-up discussions, or administrative processes.

We may also receive information from third parties where necessary for service delivery, such as building managers, estate agents, landlords, payment processors, or subcontracted service providers acting on our instructions. In each case, we only use the information to support the relevant service and to fulfil our legal or contractual duties.

3. Lawful Basis for Processing

We process personal data only where a lawful basis under the UK GDPR applies. Depending on the circumstances, we may rely on one or more of the following grounds:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes arranging services, confirming bookings, preparing quotations, coordinating logistics, and completing the requested move.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include service administration, record keeping, fraud prevention, internal quality control, staff training, and improving our operations. When relying on legitimate interests, we assess the impact on your privacy and only proceed where appropriate.

Legal Obligation

We may process or retain certain information to comply with legal obligations, such as tax requirements, accounting rules, insurance-related documentation, dispute resolution, or responses to lawful requests from public authorities.

Consent

In limited situations, we may ask for your consent to process specific data. Where consent is used, it will be freely given, specific, informed, and unambiguous. You may withdraw consent at any time, although this will not affect processing that already took place before withdrawal.

4. How We Use Personal Data

We use your personal data for the following purposes:

to provide quotations and service information;
to organise and deliver moving services;
to manage scheduling, routing, and operational planning;
to confirm access arrangements and service requirements;
to maintain internal records and service histories;
to communicate with you before, during, and after a service;
to handle complaints, claims, or requests for support;
to meet legal, accounting, and tax obligations;
to protect our business, customers, and staff from misuse or fraud;
to improve our services and customer experience.

We do not use personal data for purposes that are incompatible with the reason it was originally collected unless we have a valid legal basis to do so.

5. Retention of Personal Data

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 obligations. Retention periods vary depending on the type of information and the purpose of processing.

Typical retention considerations include:

Customer and booking records are usually retained for the period needed to complete the service and for a reasonable period afterward to manage follow-up matters.
Financial and tax records are retained for the length required by applicable law.
Complaints and claims may be retained until the matter is fully resolved and any related limitation periods have expired.
Communication records may be retained for operational, evidential, or service-quality purposes.

When data is no longer required, we securely delete it or anonymise it so that it can no longer identify you. Retention is reviewed regularly to ensure we do not keep personal data longer than necessary.

6. Processors and Data Sharing

We may share personal data with trusted third parties who act as processors or independent controllers, depending on the service relationship. Where a processor is used, they only process data on our instructions and are required to protect it with appropriate security measures.

Examples of processors and service partners may include:

IT and hosting providers that support our data storage, communications, and systems;
payment service providers that handle transactions securely;
accounting and administrative providers that support invoicing and record keeping;
subcontracted operational partners involved in service delivery, where needed;
professional advisers such as legal or insurance advisers;
public authorities where disclosure is required by law.

We only share the minimum information necessary for the specific purpose. Where a recipient acts as an independent controller, their own privacy terms may also apply. We do not sell personal data.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

Although no system can be guaranteed to be completely secure, we continuously review our security practices and take reasonable steps to reduce risk. If a personal data breach occurs and we are legally required to do so, we will notify the relevant supervisory authority and affected individuals without undue delay.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and subject to legal limitations:

Right of access – you can request 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 may request deletion of your data in certain situations.
Right to restrict processing – you may ask us to limit how your data is used in certain cases.
Right to object – you may object to processing based on legitimate interests.
Right to data portability – you may request certain data in a structured, commonly used format.
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed. We encourage you to raise any concerns with us first so we can review and address the issue promptly.

9. Automated Decision-Making

We do not make decisions about you based solely on automated processing that produce legal or similarly significant effects. If this changes in the future, we will update this policy and ensure that any such processing is carried out lawfully and transparently.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service-related changes. Any updated version will apply from the date it becomes effective. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

11. Scope of This Policy

This policy applies to all personal data processed in relation to customers of Movers Pimlico in the area, including prospective customers, active customers, and individuals who have previously used our services. By engaging with us, you acknowledge that your data will be handled in accordance with this policy and applicable data protection law.

In summary: we collect only the data needed to deliver our services, process it on a valid lawful basis, keep it only as long as necessary, and use trusted processors under strict safeguards. Our aim is to respect your privacy while providing a reliable and lawful service experience.