Privacy Policy - Shepherds Bush Movers

This Privacy Policy explains how Shepherds Bush Movers collects, uses, stores, shares, and protects personal data when providing moving, packing, storage, and related services. It applies to all Shepherds Bush Movers customers in the area, including prospective customers, current customers, and anyone who interacts with us in connection with a removal or moving service. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We encourage you to read this Privacy Policy carefully so you understand how your information is processed and what rights you have in relation to it.

1. Personal Data We Collect

We may collect and process different types of personal data depending on the services you request and how you interact with us. This may include:

Identity details such as your name and title.
Contact details such as address, email address, and telephone number.
Service details such as moving dates, property addresses, access information, inventory information, and special handling requirements.
Payment and transaction data such as records of services purchased, invoices, payment confirmation, and billing information.
Communication records such as emails, messages, and notes from calls or enquiries.
Operational data such as estimates, survey notes, route planning information, and job completion records.
Technical data if you interact with digital tools we use, including device information, IP address, and usage logs where applicable.

In some cases, we may also receive personal data from third parties, such as estate agents, landlords, solicitors, or other service providers involved in your move. We only collect data that is relevant and necessary for the services we provide.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To plan and deliver moving, packing, and storage services.
To contact you about bookings, schedules, access arrangements, and service updates.
To process payments and maintain accurate financial records.
To manage customer support, complaints, and service issues.
To comply with legal obligations and regulatory requirements.
To protect our business, customers, staff, and property.
To maintain internal records and improve the quality of our services.

We will only use your personal data for the purposes for which it was collected unless we reasonably consider that we need to use it for another compatible purpose.

3. Lawful Basis for Processing

We process personal data only where we have a lawful basis under data protection law. Depending on the circumstances, our lawful bases may include:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes arranging a quote, scheduling a move, delivering services, handling payments, and managing any issues related to your booking.

Legal Obligation

We may process data where required to comply with legal obligations, including accounting, tax, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. These interests may include improving our services, maintaining business records, preventing fraud, and ensuring the safe and efficient operation of our business.

Consent

Where required, we will rely on your consent, for example for certain optional communications or specific processing activities. If we rely on consent, you may withdraw it at any time.

We do not rely on consent where another lawful basis is more appropriate and valid under applicable law.

4. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to provide our services or meet legal obligations. These third parties may act as processors or independent controllers, depending on the nature of the service.

Examples of processors may include:

IT and cloud service providers that store or support our records and systems.
Payment providers that process card or other payment transactions.
Accounting and bookkeeping providers that assist with financial administration.
Communication and scheduling tools used to manage bookings and customer correspondence.
Storage or logistics partners where subcontracted services are required to complete a move.

We require our processors to handle personal data securely and only in accordance with our instructions. Where a third party is acting as an independent controller, that organisation will be responsible for its own privacy practices. We do not sell your personal data.

We may also disclose data where necessary to legal advisors, insurers, regulators, law enforcement, or courts, if required by law or to protect our rights, staff, or customers.

5. Data Retention

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

Quote and enquiry records are retained for a reasonable period to manage follow-up or service enquiries.
Customer booking and service records are retained for the duration of the customer relationship and for a further period where necessary for legal or contractual purposes.
Financial and tax records are retained for the period required by law.
Complaint and dispute records may be retained for longer if needed to resolve claims or defend legal rights.

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

6. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to reduce the risk of unauthorised access, loss, misuse, or alteration. These measures may include access controls, secure storage, staff confidentiality obligations, and limited data access on a need-to-know basis.

However, no system can be completely secure. While we work to protect your information, we cannot guarantee absolute security.

7. Your Rights

Under data protection law, you have important rights in relation to your personal data. These rights may include:

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 restrict processing - to ask us to limit how we use your data in certain situations.
Right to object - to object to processing based on legitimate interests.
Right to data portability - to receive some data in a usable format and transfer it to another controller, where applicable.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns about how your data is handled. If you believe your rights have been violated, you may contact the relevant data protection authority in the UK. We encourage you to raise concerns with us first so we can try to resolve the matter promptly.

8. Children’s Data

Our services are intended for adults arranging moving and related services. We do not knowingly collect personal data from children except where it is incidentally included in customer correspondence or moving records, such as family household information. Where this occurs, we will process the data only where necessary and appropriate.

9. International Transfers

If any personal data is transferred outside the United Kingdom, we will take appropriate steps to ensure it is protected in accordance with applicable data protection law. This may include using approved contractual safeguards or ensuring the receiving country provides an adequate level of protection.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the services we provide. Any updated version will apply from the date it is published. We encourage customers to review the policy periodically to stay informed about how their personal data is handled.

11. Summary of Key Points

In summary, Shepherds Bush Movers collects only the data needed to provide moving and related services, uses it on valid legal bases, keeps it only for as long as necessary, and shares it only with trusted processors or where required by law. We are committed to respecting your rights and protecting your privacy throughout the entire customer journey.

This Privacy Policy applies to all Shepherds Bush Movers customers in area and should be read alongside any service terms or booking information provided to you.