Privacy Policy - Movers Clapham

This Privacy Policy explains how Movers Clapham collects, uses, stores, shares, and protects personal data when providing moving and related services. It applies to all Movers Clapham customers in the area, including individuals, households, landlords, tenants, and business clients who use our services, request a quotation, or otherwise interact with us. We are committed to handling personal data lawfully, fairly, transparently, and in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Movers Clapham is a removals and moving services provider. In the course of operating our services, we act as a data controller for the personal data we determine the purposes and means of processing. This means we decide why and how your information is used. In some circumstances, we may also act as a processor where we handle data on behalf of another controller, such as a business client. Where this happens, we only process the data according to the documented instructions of that controller.

2. Personal Data We Collect

We collect only the information necessary to provide our services, manage our business, and meet legal obligations. The types of data we may collect include:

Identity data: name, title, and, where relevant, company name.
Contact data: address, email address, telephone number, and correspondence details.
Service data: move dates, property access details, inventory lists, packing requirements, and delivery instructions.
Payment and billing data: invoice details, payment status, and records needed for accounting purposes.
Communication data: emails, messages, complaint records, call notes, and service feedback.
Technical data: limited device or usage information if collected through digital systems used for service administration.
Special category data: we do not normally seek to collect sensitive personal data. If such information is incidentally provided, we will only process it where a lawful basis applies and additional safeguards are in place.

We may collect personal data directly from you, from someone acting on your behalf, from business partners involved in the move, or from publicly available sources where appropriate and lawful.

3. How We Use Your Data

We use your data only for specified, explicit, and legitimate purposes. These include:

providing quotations and arranging removals or related services;
planning, carrying out, and managing your move;
communicating with you about scheduling, access, and service changes;
issuing invoices, recording payments, and managing accounts;
handling queries, complaints, and claims;
maintaining business records and service quality;
meeting legal, tax, insurance, and regulatory obligations;
protecting against fraud, misuse, and security incidents.

We do not use your personal data for purposes that are incompatible with the original reason it was collected, unless we have a valid legal basis to do so.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. Depending on the situation, Movers Clapham relies on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging your move, managing service delivery, and handling payments.

Legal Obligation

We may process data when required to comply with tax, accounting, insurance, safety, or other legal requirements.

Legitimate Interests

We may process data where it is in our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include maintaining business records, improving services, preventing fraud, and defending legal claims. We always consider whether such processing is necessary and proportionate.

Consent

In limited cases, we may rely on your consent, for example where you agree to receive certain types of optional marketing communications. If consent is used, you may withdraw it at any time.

Vital Interests

In rare emergency situations, we may process data to protect someone’s life or physical safety.

5. Sharing Your Data and Processors

We may share your personal data where necessary and lawful with trusted third parties who help us provide our services. These recipients may include:

processors acting on our instructions, such as IT support providers, data storage services, accounting systems, and administrative software providers;
payment service providers;
insurance providers and professional advisers;
subcontractors or operational partners involved in completing a move;
regulators, authorities, courts, or law enforcement where required by law.

Where we use processors, they are contractually required to protect your data, use it only for our instructions, and implement appropriate security measures. We do not sell personal data.

6. International Transfers

We aim to keep personal data within the United Kingdom whenever possible. If any service provider processes data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or standard contractual protections, so your data remains protected to the required legal standard.

7. Data Retention

We keep personal data only for as long as necessary for the purposes described in this Policy, including for service delivery, legal compliance, accounting, insurance, and the handling of potential disputes. Retention periods vary depending on the type of information and the reason we hold it.

Quotation and enquiry data may be kept for a reasonable period to manage follow-up questions and business records.
Customer service and contract records are usually retained for the duration of the service relationship and for a period afterwards for warranty, complaint, or legal defence purposes.
Financial and tax records are retained for the period required by law.
Claims or dispute records may be kept until the matter is resolved and any related limitation periods expire.

When personal data is no longer required, we will delete it, anonymise it, or securely archive it where appropriate.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures are designed to reflect the nature of the data and the risks associated with processing. While no system can be guaranteed completely secure, we work to maintain a high standard of protection and review our safeguards periodically.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. Subject to legal limitations, these include:

Right of access: you may request confirmation of whether we process your data and receive a copy of it;
Right to rectification: you may ask us to correct inaccurate or incomplete data;
Right to erasure: in certain cases, you may request deletion of your data;
Right to restriction: you may ask us to limit how we use your data in some circumstances;
Right to object: you may object to processing based on legitimate interests or direct marketing;
Right to data portability: in some situations, you may request your data in a structured format;
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time;
Right to complain: you may raise concerns with the Information Commissioner’s Office if you believe your rights have been infringed.

To protect your privacy, we may need to verify your identity before responding to a rights request.

10. Marketing Choices

If we ever send optional marketing communications, we will do so only where permitted by law. You can choose not to receive such communications, and you may opt out at any time. Service-related messages, such as booking confirmations, payment notices, or operational updates, are not marketing and may still be necessary for our services.

11. Children’s Data

Our services are not directed to children, and we do not intentionally collect personal data from children except where it is incidentally necessary for a household move and handled with appropriate care. If we become aware that we have collected data inappropriately, we will take steps to delete or safeguard it as required.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. 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 personal data is handled.

13. Summary of Our Commitment

Movers Clapham is committed to processing personal data responsibly and transparently. We collect only what we need, use it for clear purposes, retain it for no longer than necessary, and protect it with appropriate safeguards. We also ensure that all customers in the area are treated consistently and fairly under this Policy. By respecting your rights and working with trusted processors under strict controls, we aim to provide moving services with privacy and compliance at the centre of our operations.