Privacy Policy

Shepherd's Bush Movers Privacy Policy

This Privacy Policy explains how Shepherd's Bush Movers collects, uses, stores, and protects personal data of its customers and prospective customers. It applies to all Shepherd's Bush Movers customers in our service area, including individuals and businesses who contact us, request a quotation, book a move, or otherwise use our services.

Shepherd's Bush Movers acts as the data controller in respect of the personal data described in this Privacy Policy. We are committed to processing personal data lawfully, fairly, and transparently in accordance with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018.

Types of Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us. The main categories of data we may collect are:

Identity and contact details, such as your name, title, postal address, collection and delivery addresses, and any other address details you provide, as well as contact information such as your preferred contact method.

Service and move details, including the type and size of property, details of items to be moved, access information for collection and delivery locations, preferred dates and times, special instructions, and any information needed to provide a quotation or perform the move.

Communication records, such as information you provide when you contact us by any means, including the content of your enquiries, booking confirmations, follow-up messages, and any complaints or feedback.

Payment-related information, including limited payment details required to process your payment, such as the amount and date. We do not store full card details; these are handled by our chosen payment processors in accordance with their own security obligations.

Technical and usage information, which may include information about how you access and use our website or online forms, such as device type, browser type, and general usage data. This may involve the use of cookies or similar technologies where permitted by law and your preferences.

How We Collect Personal Data

We collect personal data directly from you when you contact us to request a quotation, make a booking, agree a contract for services, or otherwise communicate with us. This includes data collected via phone, our website forms, or in person.

We may also receive personal data indirectly when someone else books services on your behalf, such as a family member, landlord, tenant, employer, or relocation agent who provides your details so that we can deliver our services.

In some cases, we may collect or verify certain information using publicly accessible sources or where required to comply with legal, insurance, or regulatory obligations.

Lawful Basis for Processing

We only process personal data when we have a lawful basis under the UK GDPR. Depending on the circumstances, we rely on the following legal grounds:

Contract performance: We process personal data to take steps at your request before entering into a contract, provide quotations, confirm bookings, plan and carry out moves, issue invoices, and manage ongoing customer relationships.

Legitimate interests: We process personal data for our legitimate business interests, such as managing and improving our services, handling general business administration, ensuring security and safety, preventing fraud or misuse, and responding to enquiries and complaints. When relying on legitimate interests, we balance our interests against your rights and freedoms.

Legal obligations: We process personal data where needed to comply with legal and regulatory obligations, including record-keeping, tax and accounting requirements, insurance obligations, and responding to requests from competent authorities where we are legally required to do so.

Consent: In limited circumstances, we may rely on your explicit consent, for example for certain types of direct marketing or the use of optional cookies or similar technologies. Where we rely on consent, you have the right to withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

How We Use Personal Data

We use the personal data we collect for the following purposes:

To provide services, including responding to quotation requests, planning and conducting moves, arranging storage or related services, and handling customer support before, during, and after your move.

To manage our relationship with you, including confirming bookings, communicating important information about your move, sending service-related updates, processing payments, and issuing receipts or invoices.

To improve our services, which may include reviewing feedback, monitoring service performance, training staff, and enhancing our operational processes, systems, and website.

To maintain security and prevent misuse, including verifying identity where necessary, preventing and detecting fraud, protecting our property, vehicles, and staff, and ensuring safe working practices.

To comply with legal and regulatory requirements, including record-keeping, accounting and tax obligations, and responding to lawful requests from public authorities where required by law.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy and where we have a lawful basis for doing so.

Service providers acting as data processors may process personal data on our behalf. These can include IT and hosting providers, customer management and booking system providers, payment processors, subcontracted removal or storage partners where required for your booking, and professional advisers such as accountants and legal advisers.

When we use processors, we ensure that appropriate contractual and technical safeguards are in place to require them to process personal data only in accordance with our instructions, keep it secure, and comply with applicable data protection laws.

We may also share personal data with public authorities, regulators, law enforcement, or insurers where we are legally required to do so or where this is necessary to protect our rights, property, or safety, or the rights, property, or safety of others.

International Transfers

Our primary data processing activities are carried out within the United Kingdom or the European Economic Area. If it ever becomes necessary to transfer personal data to a country outside the UK or EEA that does not provide an equivalent level of data protection, we will implement appropriate safeguards, such as approved standard contractual clauses, and will take steps to ensure that your rights continue to be protected.

Data Retention

We retain personal data only for as long as is necessary for the purposes for which it was collected and to meet any legal, accounting, or reporting obligations. The retention period may vary depending on the type of data and our relationship with you.

Customer and booking records are generally retained for a period that allows us to manage ongoing customer relationships, handle potential queries or disputes, and comply with tax and accounting requirements. After the relevant retention period has expired, we will securely delete or anonymise personal data so that it can no longer be associated with an identifiable individual.

Where we have relied on your consent, and you withdraw that consent, we will stop the relevant processing and will retain only minimal information needed to record your preference or comply with legal obligations.

Your Data Protection Rights

Under the UK GDPR, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exceptions and may not always apply in every situation, but we will always respond to any request in accordance with the law.

Right of access: You have the right to request confirmation that we process your personal data and to obtain a copy of that data, along with information about how it is used.

Right to rectification: You have the right to request correction of inaccurate personal data and the completion of incomplete data.

Right to erasure: You have the right to request deletion of your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected or where you have withdrawn consent and there is no other lawful basis for processing.

Right to restriction: You have the right to request that we restrict the processing of your personal data in certain cases, such as while we verify its accuracy or consider an objection you have raised.

Right to object: You have the right to object to processing of your personal data based on our legitimate interests, including profiling based on those interests. We will stop such processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where the processing is required for legal claims.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you have the right to request that we provide your personal data in a structured, commonly used, machine-readable format, and to request that it is transmitted to another controller where technically feasible.

Right to withdraw consent: Where we rely on consent as our lawful basis for processing, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing before withdrawal.

You also have the right to lodge a complaint with the relevant data protection authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can attempt to resolve any concerns.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. These measures may include access controls, secure storage, staff training, and regular review of our security practices.

While we strive to protect your personal data, no system can be completely secure. You should take reasonable steps to protect your own information, such as not sharing sensitive details unnecessarily and informing us promptly if you believe your data has been compromised.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. When we make significant changes, we will take reasonable steps to bring the updated policy to your attention. The latest version will always apply to how we process personal data.

By continuing to use our services after any changes to this Privacy Policy take effect, you acknowledge that the updated terms apply to your personal data. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.