Privacy Policy - Movers Waterloo

Movers Waterloo is committed to protecting the privacy and personal data of all customers in the Waterloo area. This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when providing moving, packing, storage, and related services. It applies to all Movers Waterloo customers in the area, including prospective customers, current customers, and individuals who interact with us in connection with a move or service request.

1. Scope of This Policy

This Privacy Policy applies to personal data processed by Movers Waterloo in connection with our services, communications, billing, quotations, logistics, and customer support. It also applies when you visit our premises, communicate with our team, or use any service that relates to a move, delivery, or storage arrangement.

Personal data means any information that identifies you or can be used to identify you directly or indirectly. We only collect and process data that is relevant, adequate, and limited to what is necessary for our business purposes and legal obligations.

2. Data We Collect

We may collect the following categories of information:

Identity information: name, title, and, where needed, proof of identity.
Contact information: address, email address, telephone number, and move-related addresses.
Service information: details about the property, inventory lists, move date, special handling requirements, access instructions, and service preferences.
Payment and billing information: payment status, transaction details, and invoicing records.
Communication records: emails, messages, call notes, complaints, feedback, and correspondence.
Technical information: limited device and usage details collected through digital systems, where applicable, for security and performance purposes.
Special instructions: any information you provide to help us deliver services safely and efficiently, such as accessibility needs or fragile-item handling instructions.

We do not seek to collect unnecessary personal data. Please avoid sharing sensitive information unless it is directly relevant to the service you request.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations, plan moves, and carry out agreed services;
to communicate with you before, during, and after a move;
to manage payments, invoices, and account administration;
to maintain service quality, resolve complaints, and improve operations;
to protect our staff, customers, property, and systems;
to comply with legal and regulatory requirements;
to keep records of services provided and business transactions.

We only process personal data when we have a lawful basis to do so under the UK GDPR and the Data Protection Act 2018.

4. Lawful Basis for Processing

Movers Waterloo relies on the following lawful bases, depending on the context of the processing:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes arranging moves, sending quotations, confirming bookings, delivering services, and handling payment administration.

Legal Obligation

We may process and retain certain personal data to comply with tax, accounting, insurance, transport, safety, and other legal requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This includes managing operations, preventing fraud, ensuring security, improving customer service, and keeping internal records.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information not required for the service. Where consent is used, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors on our behalf. These processors are only permitted to use personal data in accordance with our instructions and applicable law. They are required to maintain appropriate security and confidentiality measures.

Examples of processors may include:

IT and hosting providers;
payment service providers;
accounting and invoicing systems;
customer communication platforms;
storage, logistics, or subcontracted service providers engaged to support a move;
professional advisers such as auditors or legal consultants.

We may also disclose data where required by law, court order, regulatory request, or to protect the rights, safety, and property of Movers Waterloo, our customers, or others. We do not sell personal data.

6. International Transfers

If any processor or service provider stores or accesses personal data outside the United Kingdom, we will take appropriate safeguards to protect it. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protective measures as required by law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, tax, insurance, and record-keeping obligations.

Retention periods vary depending on the nature of the information and the reasons for processing. In general:

customer service and contract records are retained for the period needed to manage the service relationship and any resulting claims;
financial and invoicing records are retained for the periods required by law;
communications and complaints are retained long enough to resolve issues and maintain service history;
technical or security logs are retained for a limited period unless needed for investigation or legal compliance.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and periodic review of our procedures.

However, no system is completely secure. While we take reasonable steps to protect your data, we cannot guarantee absolute security.

9. Your Rights Under GDPR

You have the following rights regarding your personal data, subject to applicable legal conditions and exemptions:

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can request deletion of your data in certain circumstances.
Right to restriction: you can ask us to limit processing in certain situations.
Right to data portability: you can request that we provide certain data in a structured, commonly used format where legally applicable.
Right to object: you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw consent at any time.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been mishandled. Your rights are important, and we will respond to valid requests in line with legal requirements.

10. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is incidental to providing a service and necessary for a lawful purpose. If we become aware that we have collected data from a child without proper basis, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. Any revised 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 data is handled.

12. Summary of Our Commitments

Movers Waterloo respects privacy and handles personal data responsibly, fairly, and transparently. We collect only the data needed to provide moving and related services, use it for clear purposes, share it only with appropriate processors or when legally required, and retain it only as long as necessary. We also support your GDPR rights and aim to ensure that all customers in the Waterloo area receive a safe, lawful, and professional service that respects their privacy.