Privacy Policy – Movers Shepherds Bush

This Privacy Policy explains how Movers Shepherds Bush collects, uses, stores, shares, and protects personal data when providing moving, packing, storage, and related services. It applies to all Movers Shepherds Bush customers in the area, including individuals, households, landlords, tenants, and business clients who request or receive our services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to be clear, transparent, and practical so that you understand what information we process and why.

1. Personal Data We Collect

We collect only the information that is necessary to arrange, manage, and complete moving services safely and effectively. The types of personal data we may collect include:

Identity details: name, title, and, where relevant, business name.
Contact details: email address, telephone number, and correspondence address.
Service information: moving date, property access details, inventory lists, special handling requirements, and delivery instructions.
Billing and payment information: invoicing details, payment records, and transaction references.
Customer communications: emails, call notes, messages, complaint records, and feedback.
Identification and verification data: where required for fraud prevention, insurance, or legal compliance.
Technical data: limited website or device information if you interact with digital services, such as IP address or browser type.

We do not intentionally collect special category data unless it is strictly necessary and you have provided it to us, or we are required to process it for a lawful reason. If any sensitive information is shared with us accidentally, we will treat it with appropriate care and restrict access where possible.

2. How We Use Your Data

We process personal data to deliver our services and manage our business responsibly. Typical uses include:

providing quotes and confirming bookings;
planning and carrying out removals and storage arrangements;
communicating with you about schedules, access, changes, and service updates;
issuing invoices and managing payments;
responding to queries, complaints, and claims;
maintaining internal records and service quality;
meeting legal, accounting, tax, and insurance obligations;
preventing fraud, misuse, and security incidents.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that a new use is compatible with the original purpose and lawful under data protection law.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each processing activity. Movers Shepherds Bush 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 preparing quotes, organising moving services, handling delivery arrangements, and processing payment.

Legal Obligation

Some information is processed because we must comply with legal requirements, such as tax rules, accounting obligations, insurance documentation, and record-keeping duties.

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 service administration, internal record management, fraud prevention, security, and improving our operations. We always consider whether the processing is necessary and proportionate.

Consent

In limited situations, we may rely on consent, for example where you have asked to receive non-essential marketing communications or where specific optional processing requires it. When consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties when required to deliver services or run our business. These third parties act as either independent controllers or processors, depending on the circumstances.

Processors are service providers that process data on our instructions and under written agreements. They may include:

payment service providers;
cloud storage and IT support providers;
accounting and bookkeeping services;
customer management or scheduling systems;
insurance administrators or claims handlers;
professional advisers such as lawyers or auditors.

Where processors are used, we require them to protect personal data, process it only for specified purposes, and apply appropriate technical and organisational safeguards.

We may also disclose information where necessary to public authorities, regulators, law enforcement agencies, courts, or other parties when legally required or when we reasonably believe disclosure is needed to protect rights, safety, or property.

We do not sell your personal data.

5. International Transfers

If any of our processors or systems involve transfers of personal data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms required by 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 legal, accounting, insurance, or reporting requirements.

Retention periods depend on the type of data and the purpose of processing. For example:

Contract and service records: retained for the period needed to manage the service and resolve disputes.
Financial and accounting records: retained for the period required by tax and accounting law.
Complaints and claims: retained for as long as necessary to investigate and defend claims.
Marketing records: retained until you withdraw consent or object, where applicable.

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

7. Data Security

We take reasonable and appropriate measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure systems, staff confidentiality obligations, and procedures for handling information safely.

No method of transmission or storage is entirely secure, but we work to minimise risk and review our safeguards periodically.

8. Your Rights

As a data subject, you have several rights under GDPR. Subject to legal conditions and exemptions, you may have the right to:

Access the personal data we hold about you;
Rectification of inaccurate or incomplete data;
Erasure of personal data in certain circumstances;
Restriction of processing in some situations;
Data portability for data you provided to us, where applicable;
Object to processing based on legitimate interests or direct marketing;
Withdraw consent where processing is based on consent;
Lodge a complaint with the Information Commissioner’s Office if you believe your rights have been infringed.

To help protect your privacy, we may need to verify your identity before responding to certain requests. We will respond within the timeframes required by law unless an extension is permitted.

9. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children except where it is necessary for the provision of family-related services and is provided by a parent, guardian, or authorised adult. If we become aware that we have collected information from a child without a valid basis, we will take reasonable steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data practices. Any updates will apply from the date they are published or otherwise communicated. We encourage customers in the Shepherds Bush area to review this policy periodically so they remain informed about how their data is handled.

11. How We Apply This Policy

This Privacy Policy applies to all Movers Shepherds Bush customers in area and to personal data collected in connection with our moving and related services. By using our services, you acknowledge that we may process personal data as described in this policy and in accordance with applicable law.

We aim to keep our practices fair, lawful, and transparent. If a particular processing activity requires additional explanation, we may provide that information at the time the data is collected or before the processing begins.

12. Summary of Our Commitments

Movers Shepherds Bush will:

collect only relevant and necessary personal data;
use data for clear and lawful purposes;
share data only with trusted processors or where legally required;
keep data only as long as needed;
protect data using appropriate security measures;
respect your rights under GDPR.

Last reviewed: current policy version applies until updated.