Privacy Policy - Movers Merton

This Privacy Policy explains how Movers Merton collects, uses, stores, shares, and protects personal data. It applies to all Movers Merton customers in the area, including individuals and businesses who use our moving, packing, storage, and related services. We are committed to handling personal information in a lawful, fair, and transparent manner, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that we may process your personal data as described in this policy. We only collect information that is necessary for the delivery of our services, for compliance with legal obligations, and for legitimate business purposes.

1. Personal Data We Collect

We collect different types of information depending on how you interact with us and which services you request. The data we collect may include:

Identity details such as your name, title, and, where relevant, company name.
Contact details including your address, email address, and phone number.
Service information such as moving dates, property access details, inventory lists, service preferences, and special handling requirements.
Payment information such as billing details and transaction records. We do not intentionally store full payment card details where a secure payment processor is used.
Communication records including emails, messages, call notes, complaints, and feedback.
Technical data if you visit a digital service connected to us, such as IP address, browser type, device information, and usage data.
Insurance and claims information where a claim or incident report is made in connection with our services.

We may also receive personal data from third parties where necessary for service delivery, such as property agents, landlords, business representatives, storage providers, or subcontractors involved in your move. In all cases, we limit such collection to data that is relevant and necessary.

2. How We Use Your Data

We use personal data to provide reliable moving services and to manage our relationship with you. Typical uses include:

Preparing quotes and assessing service requirements.
Scheduling and carrying out removals, packing, storage, and related services.
Communicating about bookings, changes, delays, and service updates.
Processing payments and maintaining financial records.
Managing insurance, damage reports, complaints, and disputes.
Meeting legal, tax, and regulatory obligations.
Improving our service quality, training staff, and maintaining operational records.
Preventing fraud, misuse, and unauthorized access to our systems or services.

We only use personal information for the purposes for which it was collected, unless we reasonably determine that it is needed for a compatible purpose permitted by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Movers Merton relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, coordinating logistics, and completing the agreed service.

Legal Obligation

We process certain data to comply with legal requirements, including accounting, taxation, insurance obligations, record keeping, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include internal administration, service improvement, fraud prevention, customer support, and maintaining business records.

Consent

In limited cases, we may rely on your consent, for example for certain marketing communications or optional data uses. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors or, in some cases, independent controllers. We ensure appropriate contracts and safeguards are in place before sharing any personal data.

Examples of processors may include:

IT and cloud service providers who store or support business systems.
Payment processors who handle secure financial transactions.
Professional advisers such as accountants, insurers, or legal advisers.
Subcontractors and partner movers involved in fulfilling a service you have requested.
Customer support and communication tools used to manage messages and records.

We do not sell personal data. Where data is shared with a processor, they are only permitted to act on our instructions and must protect the data using appropriate technical and organisational measures. If required by law, we may also disclose information to public authorities, courts, regulators, or law enforcement bodies.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. The length of retention depends on the type of information, the nature of the service, and any legal obligations we must meet.

Booking and service records are generally kept for the duration needed to administer the service and handle any post-service queries or disputes.
Financial and tax records are retained for the period required by applicable law.
Claims, complaints, and incident records may be retained longer where needed to resolve disputes or defend legal claims.
Marketing data, where collected on the basis of consent or legitimate interest, is kept only until you object, unsubscribe, or it is no longer needed.

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

6. Data Security

We take the security of personal data seriously and use appropriate measures to protect it against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, encryption where appropriate, staff confidentiality obligations, and regular review of our internal processes.

While we work to protect personal information, no system can be guaranteed to be completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will take the steps required by law, which may include notifying affected individuals and relevant authorities.

7. Your Rights

You have several rights regarding your personal data. Subject to legal limits, you may exercise the following rights:

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to ask us to correct inaccurate or incomplete data.
Right to erasure - to request deletion of your data in certain circumstances.
Right to restriction - to ask us to limit how we use your data in specific situations.
Right to data portability - to receive certain data in a structured, commonly used format where applicable.
Right to object - to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where processing is based on consent.

We may need to verify your identity before responding to a request. We will aim to respond within the time limits required by law. If you believe your rights have not been respected, you also have the right to lodge a complaint with the UK Information Commissioner's Office.

8. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in connection with a household move and provided by an adult customer. Where child-related data is processed, it is limited to what is reasonably needed for the service and handled with appropriate care.

9. International Transfers

In some situations, processors or systems we use may be located outside the United Kingdom. If personal data is transferred internationally, we will ensure suitable safeguards are in place, such as an adequacy decision, standard contractual clauses, or another lawful transfer mechanism recognised by data protection law.

10. Changes to This 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 made available. We encourage customers to review this policy periodically to stay informed about how their personal data is protected.

11. Summary of Our Commitment

Movers Merton is committed to respecting your privacy and handling your data responsibly. We collect only what we need, use it for clear and lawful purposes, keep it only as long as necessary, and share it only with trusted processors or where the law requires it. You remain in control of your personal data through the rights described above.

This policy applies to all Movers Merton customers in the area. By using our services, you acknowledge that you have read and understood how we process personal data in accordance with applicable data protection law.