Privacy Policy - Movers Belgravia

This Privacy Policy explains how Movers Belgravia collects, uses, stores, shares, and protects personal data in connection with our moving and relocation services. It applies to all Movers Belgravia customers in the area, including individuals and businesses who enquire about, book, receive, or otherwise use our services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Scope of this Policy

This policy applies to personal data we process when you interact with us as a customer, prospective customer, supplier representative, or other service user. It covers information collected through bookings, service arrangements, communications, surveys, service delivery, and any related administrative activity. By engaging our services, you acknowledge that your personal data may be processed as described in this policy.

2. Data We Collect

We collect only the data necessary to provide and manage our services effectively. The types of personal data we may collect include:

Identity information such as your name and title.
Contact details including email address, telephone number, and postal address.
Service information such as move dates, property details, inventory details, access requirements, and special instructions.
Billing and payment information needed to process invoices, payments, and refunds.
Communication records including emails, call notes, and message history.
Technical information if you interact with our digital systems, such as device details, logs, or IP-related records where relevant.
Complaint and feedback data if you raise an issue or provide a review of our services.

We do not intentionally collect special category data unless it is strictly necessary and you have chosen to provide it, for example where access arrangements or support needs are relevant to the service. In such cases, we will apply additional safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange, perform, and manage moving services.
To handle billing, payments, accounting, and administration.
To communicate about your booking, service changes, or operational matters.
To manage complaints, claims, and dispute resolution.
To improve our services, processes, and customer experience.
To meet legal, regulatory, and insurance obligations.
To maintain business records and ensure internal quality control.

We will only use your data in ways that are compatible with the purposes for which it was collected, unless we reasonably believe another lawful basis applies.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under the UK GDPR. Depending on the situation, our lawful bases may include:

Contract – where processing is necessary to enter into or perform a contract with you, such as arranging and delivering a move.
Legitimate interests – where processing is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service administration, record keeping, and service improvement.
Legal obligation – where processing is required to comply with applicable laws, tax rules, accounting requirements, or lawful requests from authorities.
Consent – where we rely on your clear permission for certain optional activities. You may withdraw consent at any time where it is the basis used.

Where special category data is processed, we will identify an additional condition under data protection law before doing so.

5. Sharing Data and Processors

We may share personal data with trusted third parties when necessary to deliver our services or meet legal requirements. These parties act either as processors or independent controllers depending on the circumstances.

Processors

Processors are organisations that process personal data on our behalf and under our instructions. They may include:

IT and cloud service providers.
Payment processing and invoicing services.
Customer relationship and booking systems.
Professional advisers such as accountants, auditors, or legal advisers where relevant.
Operational partners assisting with the delivery of moving services.

We require all processors to handle personal data securely, to use it only for authorised purposes, and to implement appropriate technical and organisational safeguards. We do not sell your personal data.

In limited cases, we may also share data with insurers, regulators, law enforcement, courts, or other third parties where required by law or where necessary to establish, exercise, or defend legal claims.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, insurance, and reporting obligations. Retention periods vary depending on the type of data and the purpose of processing.

Booking and service records are usually kept for a period appropriate to manage contractual matters, follow-up queries, and disputes.
Financial and tax-related records are retained for the period required by law.
Complaint, claim, and legal matter records may be kept longer where needed for resolution and defence of claims.
Marketing-related records are retained until you opt out or until they are no longer required.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices.

7. Data Security

We use appropriate security measures designed to protect personal data against unauthorised access, accidental loss, destruction, or alteration. These measures may include access controls, encryption, secure storage, staff confidentiality obligations, and regular review of our data handling practices. While no system can be guaranteed completely secure, we take reasonable steps to reduce risk and protect your information.

8. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, contractual protections, or other lawful transfer mechanisms recognised under data protection law.

9. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 the use of your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent.

You also have the right to make a complaint to the Information Commissioner’s Office if you believe your data protection rights have not been respected.

10. Children’s Data

Our services are not directed at children. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by an appropriate adult or lawful representative. If we become aware that we have collected such data without a valid basis, we will take reasonable steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Summary of Our Commitment

Movers Belgravia is committed to respecting privacy, protecting personal information, and using data only where it is necessary and lawful. We aim to be transparent about how we collect and process data, careful in our use of processors, and responsible in how long we keep records. Your privacy matters to us, and we take our obligations seriously.