Privacy Policy - Movers Marylebone

This Privacy Policy explains how Movers Marylebone collects, uses, stores, shares, and protects personal data when providing moving, packing, storage, and related services. It applies to all Movers Marylebone customers in the area, including individuals, households, landlords, tenants, and business clients who use our services within Marylebone and surrounding local service areas. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Data We Collect

We collect only the personal data that is necessary to arrange and deliver our services, manage customer relationships, and meet legal obligations. The categories of information we may collect include:

Identity data such as your name, title, and, where relevant, the names of household members or authorised representatives.
Contact data such as address, email address, and telephone number.
Service details including move dates, property access information, inventory notes, packing requirements, and special handling instructions.
Payment data such as billing details and payment records. We do not store full card details unless necessary and permitted by the payment process used.
Communication records including correspondence, notes from enquiries, complaints, and service updates.
Technical data where applicable, such as basic website usage information, device identifiers, and cookies used for essential site operation.
Special category data only if you voluntarily provide information that may be sensitive, for example access needs or health-related requirements relevant to safe moving arrangements. We handle such data with additional care and only where necessary.

We generally collect personal data directly from you, but we may also receive information from third parties authorised to act on your behalf, such as letting agents, solicitors, landlords, property managers, or payment providers.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and manage bookings.
To plan, carry out, and complete removal and related services.
To communicate about scheduling, access, delays, and service changes.
To process payments, refunds, and invoices.
To handle customer service enquiries, complaints, and claims.
To maintain records required for accounting, tax, insurance, and legal compliance.
To improve our services, internal processes, and customer experience.
To protect against fraud, misuse, and security incidents.

We only use personal data for legitimate and specified purposes. We do not sell your personal data.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes providing a quote you requested, arranging your move, handling payments, and delivering the agreed services.

Legal Obligation

We may process data to comply with legal duties such as accounting, tax, record-keeping, insurance, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is reasonable and necessary for our legitimate business interests, provided your rights do not override those interests. Examples include service management, internal administration, fraud prevention, and improving operations. We balance these interests against your privacy rights.

Consent

Where required, we rely on your consent, especially for certain optional communications or the processing of special category data that you choose to provide. You may withdraw consent at any time where consent is the basis for processing.

4. Sharing Your Personal Data

We may share personal data with trusted third parties, known as processors, who assist us in delivering our services. These parties only process data on our instructions and are required to protect it appropriately. Processors may include:

Payment service providers who handle secure transaction processing.
Accounting and bookkeeping providers who support financial administration.
IT and cloud storage providers who host systems, data backups, and communications.
Customer management and scheduling software providers.
Professional advisers such as insurers, legal advisers, or claim handlers when required.
Subcontracted service partners engaged to support specific moving or storage tasks.

We may also disclose personal data where necessary to comply with legal requirements, to protect our rights, or to respond to valid requests from public authorities. Any sharing is limited to what is necessary and proportionate.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, or as required by law. Retention periods may vary depending on the type of record and the legal basis for processing. In general:

Quotation and enquiry records are usually kept for a limited period after the enquiry ends, unless a longer retention period is justified.
Customer service and contract records are kept for the duration of the relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by applicable law.
Complaint, claim, and insurance-related records may be kept longer if needed to resolve disputes or meet legal requirements.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, password protection, secure storage, limited staff access, and careful selection of processors. While no system can be guaranteed as completely secure, we work to keep personal data protected in line with current standards.

7. Your Rights

Depending on the legal basis and circumstances, you may have the following rights under data protection law:

Right of access to request a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure to request deletion of your data in certain situations.
Right to restriction to limit how we use your data in specific cases.
Right 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.
Right to withdraw consent where processing is based on consent.

Please note that these rights are not absolute and may be subject to legal exceptions. If we cannot action a request, we will explain why.

8. International Transfers

Where processors or systems are located outside the UK, we will only transfer personal data where appropriate safeguards are in place and the transfer complies with data protection law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal protections.

9. Cookies and Similar Technologies

If we use cookies or similar technologies, they are used only where necessary for site operation, security, or basic analytics that help us understand performance. Non-essential cookies will be used only where permitted and, if required, after obtaining consent.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in the context of a household move and provided by a parent, guardian, or authorised adult. We take extra care when such data is involved.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service-related changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

12. Our Commitment

Movers Marylebone is committed to respecting privacy, minimising data use, and ensuring transparency in all processing activities. Whether you are booking a home move, arranging business relocation support, or requesting storage-related services, we handle your information responsibly and in accordance with applicable data protection law.

By using our services, you acknowledge that your personal data may be processed in line with this Privacy Policy.