Privacy Policy - Movers Bromley

This Privacy Policy explains how Movers Bromley collects, uses, stores, shares, and protects personal data in connection with our moving and relocation services. It applies to all Movers Bromley customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or interact with us in relation to a booking, quotation, survey, or move. We are committed to handling personal data in a lawful, fair, transparent, and secure 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 personal data as described in this policy. We only collect information that is necessary to provide our services, manage our business operations, and meet legal obligations. We do not sell personal data.

1. Data We Collect

We may collect and process the following categories of personal data:

Identity data: name, title, and, where relevant, company name.
Contact data: address, telephone number, and email address.
Booking and service data: move date, property access details, inventory details, service preferences, and special instructions.
Payment data: billing information and transaction records. We do not store full card details if payment is processed through a secure payment provider.
Communication data: messages, email correspondence, call notes, and any information you provide in relation to a booking or complaint.
Technical data: basic information collected through our systems, such as device or browser details, if relevant to service administration or security.
Operational data: records created during the delivery of our services, including quotes, schedules, route planning, completion records, and claims information.

We may also collect information about access requirements, property conditions, item fragility, or other details needed to carry out a move safely and effectively. Where such information could reveal sensitive personal circumstances, we only process it when necessary and with appropriate safeguards.

2. How We Use Personal Data

We use personal data to provide our services and run our business efficiently. Typical purposes include:

responding to enquiries and providing quotations;
managing bookings, schedules, and move logistics;
carrying out surveys, assessments, and service planning;
processing payments and issuing invoices;
communicating with customers before, during, and after a move;
handling complaints, claims, disputes, and service feedback;
maintaining business records and internal administration;
meeting tax, accounting, insurance, and legal obligations;
protecting our staff, contractors, customers, and property; and
preventing fraud, misuse, or other unlawful activity.

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 lawful.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Movers Bromley relies on the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing a quote at your request, arranging a move, taking payment, and delivering the agreed services.

Legal Obligation

We process personal data where necessary to comply with legal duties, such as tax reporting, accounting rules, insurance requirements, record keeping, and responding to lawful requests from public authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing and improving our services, maintaining accurate records, protecting against fraud, resolving disputes, and ensuring security. When we rely on legitimate interests, we assess whether the processing is proportionate and expected.

Consent

In limited cases, we may rely on your consent, for example where you ask us to use optional details or where law requires consent for a specific activity. Where we rely on consent, you can withdraw it at any time, without affecting processing carried out before withdrawal.

Special category data is not normally required for our services. If we ever need to process such data, we will only do so where the law allows and where appropriate safeguards are in place.

4. Sharing and Processors

We may share personal data with trusted third parties that help us deliver our services or meet legal and operational requirements. These third parties act either as processors under our instructions or, in some cases, as independent controllers.

Typical processors and recipients may include:

payment service providers who process secure payments;
accounting and bookkeeping providers who support invoicing and tax compliance;
IT and cloud service providers who store or secure business records;
customer communications providers who help manage email, messages, or scheduling tools;
insurance providers, loss adjusters, or claims handlers where a claim or incident must be reviewed;
subcontracted movers or logistics partners engaged to perform all or part of a service;
legal or professional advisers where needed for advice or dispute handling; and
regulators, law enforcement, or public authorities where disclosure is required by law.

We require processors to handle personal data only on our documented instructions, to keep it secure, and to retain it only for the period needed to perform their services. Where data is transferred outside the UK, we will take appropriate measures to ensure a suitable level of protection.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. The exact retention period depends on the type of information and the reason we hold it.

As a general approach:

quotation and booking records are retained for a reasonable period to manage enquiries, repeat services, and service history;
transaction, invoicing, and tax records are retained for the period required by law;
customer correspondence and complaint records are retained long enough to resolve issues and demonstrate compliance;
claims, incident, or dispute records may be kept longer where needed for insurance or legal defence; and
records no longer needed are securely deleted, anonymised, or destroyed.

When determining retention, we consider the sensitivity of the data, the risk of harm from keeping it for too long, the purpose of the processing, and any legal limitation periods that may apply.

6. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited staff permissions, contractual safeguards with processors, and regular review of data-handling practices. While no system can be guaranteed completely secure, we take data protection seriously and aim to minimise risk at every stage.

7. Your Rights

Subject to certain conditions and exemptions under data protection law, you have 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 information.
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 certain situations.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain information in a structured, commonly used format and have it transferred where technically feasible.
Right to withdraw consent: where processing is based on consent, to withdraw it at any time.

You also have the right to be informed about how your data is used and to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed. We encourage you to raise concerns with us first so we can address them promptly.

8. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in the context of a household move and provided by an adult customer or authorised representative. If we become aware that we have collected children’s data without a valid reason, we will take appropriate steps to delete it or ensure it is lawfully processed.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically so you remain informed about how we handle personal data.

Movers Bromley is committed to using personal data responsibly and transparently. This Privacy Policy is intended to make clear how we collect, process, retain, and protect information for every customer in the area who uses our moving services.