Privacy Policy - London Movers

Effective date: This Privacy Policy applies to all London Movers customers in our area of service. It explains how London Movers collects, uses, stores, shares, and protects personal data when providing moving and related services.

1. Introduction

London Movers is committed to handling personal data responsibly and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We recognise that privacy is important, especially when customers trust us with personal details connected to home moves, business relocations, storage arrangements, and related services.

This policy is intended to be clear and transparent. It describes the types of personal data we collect, the lawful bases we rely on, how long we keep data, which third parties may process data on our behalf, and the rights available to customers and other individuals whose data we process.

2. Information We Collect

We may collect and process personal data directly from customers, through our service team, via forms, by phone, by email, and through other communication methods used to arrange and deliver our services. We may also receive data from third parties where necessary to provide services or fulfil contractual obligations.

Categories of personal data

Identity data such as name and title
Contact data such as address, phone number, and email address
Service information such as move dates, pickup and delivery addresses, inventory details, and access requirements
Billing and payment data such as invoice information, payment records, and transaction details
Communication data such as enquiries, complaints, and service correspondence
Technical data such as device information, IP address, and usage information if collected through digital systems
Special category data only where strictly necessary and with an appropriate lawful basis, for example if a customer voluntarily provides information relevant to accessibility needs

We aim to collect only the data that is necessary for the purposes described in this policy. We do not intentionally collect more information than is required to arrange, perform, and manage our services.

3. How We Use Personal Data

London Movers uses personal data for the following purposes:

to provide quotations and assess service requirements
to arrange and complete removals, deliveries, storage, and related services
to manage customer accounts and records
to process payments and issue invoices
to communicate about bookings, schedules, delays, and service updates
to respond to enquiries, feedback, and complaints
to maintain internal administration, accounting, and compliance records
to improve our services, training, and operational planning
to prevent fraud, misuse, or security incidents
to comply with legal and regulatory obligations

We will only use personal data for the purposes for which it was collected unless we reasonably consider that we need to use it for another compatible purpose and that such use is permitted by law.

4. Lawful Basis for Processing

Under data protection law, every use of personal data must have a lawful basis. London Movers relies on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with a customer. This includes providing quotations, confirming bookings, carrying out removals, and managing payments.

Legal obligation

We process data where necessary to comply with legal and regulatory duties, such as accounting, tax, record-keeping, and responding to lawful requests.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by the rights and freedoms of the individual. This may include service improvement, customer support, internal administration, fraud prevention, and operational planning. We assess these interests carefully to ensure that they are appropriate and proportionate.

Consent

In limited situations, we may rely on consent, for example where it is required for a particular type of optional communication or to process data that is not otherwise justified by another lawful basis. Where we rely on consent, individuals can withdraw it at any time.

Vital interests and public tasks

These bases are unlikely to apply in ordinary service delivery, but may be used in exceptional circumstances if necessary and lawful.

5. Sharing and Processors

London Movers may share personal data with trusted third parties that help us operate our business and deliver services. When these third parties process personal data on our behalf, they act as processors and are required to handle data only under our instructions and with appropriate security measures.

Examples of processors and service providers

payment service providers
IT hosting and software providers
customer management and scheduling platforms
accounting and bookkeeping services
professional advisers such as lawyers, auditors, or insurers where necessary
storage and logistics partners where part of the service requires it

We may also disclose personal data to public authorities, regulators, law enforcement, or courts where required by law, or where disclosure is necessary to protect our rights, customers, staff, or the public.

We do not sell personal data. If personal data is transferred outside the UK, we will take steps to ensure that an adequate level of protection is in place, in line with data protection law.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, insurance, and dispute-resolution purposes.

Retention periods vary depending on the type of data and the reason it is held. For example:

customer and service records may be kept for the duration of the service and a reasonable period afterwards
financial and tax records may be retained for the period required by law
complaint and correspondence records may be kept while a matter is active and for a short period after resolution
certain operational records may be retained longer where needed for legal claims or compliance

When data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices. We regularly review stored data to ensure it is not kept for longer than necessary.

7. Security of Personal Data

We use appropriate technical and organisational measures to safeguard personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure systems, staff training, and restricted handling procedures.

No system can be guaranteed completely secure, but we work to maintain a level of security that is appropriate to the nature of the data and the risks involved.

8. User Rights

Individuals whose personal data is processed by London Movers have rights under data protection law. Subject to legal limits and verification requirements, these rights may 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 circumstances
Right to restrict processing – to ask us to limit how data is used in certain situations
Right to data portability – to receive certain data in a structured, commonly used format
Right to object – to object to processing based on legitimate interests or direct marketing
Right to withdraw consent – where processing is based on consent, this can be withdrawn at any time

Individuals also have the right to lodge a complaint with the UK Information Commissioner’s Office if they believe their data protection rights have been infringed. We encourage customers to raise concerns with us first so that we can try to resolve the matter promptly.

9. Data Accuracy and Customer Responsibilities

We rely on the information provided to us being accurate and up to date. Customers should inform us if their personal details change or if any information relevant to service delivery is incorrect. Accurate information helps ensure smooth service delivery and reduces the risk of errors.

10. Children’s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect children’s personal data except where it is unavoidably included in household records or where required for service delivery in a lawful and limited way.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, business practices, or service offerings. The latest version will apply to the processing of personal data from the date it is made available. We encourage customers to review it periodically.

12. Contacting Us

If you have questions about this Privacy Policy, or wish to exercise your rights, you may contact London Movers using the usual service channels provided during booking or through our customer support process. We may need to verify your identity before responding to certain requests.

Summary: London Movers processes customer data lawfully, securely, and transparently. This policy explains what we collect, why we use it, how long we keep it, who processes it, and the rights customers have under UK GDPR.