Privacy Policy
Chiswick Movers Data Protection and Privacy Policy
This Privacy Policy describes how Chiswick Movers collects, uses, stores and protects personal data of its customers and prospective customers in the Chiswick area and surrounding locations. It also explains your rights under the UK General Data Protection Regulation and related data protection laws, and how you can exercise those rights.
Scope of this Privacy Policy
This Privacy Policy applies to all Chiswick Movers customers and individuals who contact us, request a quotation, make a booking, or otherwise interact with our services in the Chiswick area and any neighbouring areas where we operate. By engaging with our services, you acknowledge that you have read and understood this Privacy Policy.
Personal Data We Collect
We collect and process different types of personal data depending on how you interact with us and the services you request. This may include:
Identification and contact details, such as your full name, postal address, property access details, and correspondence address.
Communication details, such as your preferred contact method and the content of your messages, queries or complaints.
Service-related information, such as collection and delivery addresses, property type, parking or access constraints, inventory lists for removals or storage, and any instructions you provide that are necessary to carry out the move.
Transactional information, such as details of the services you ordered, booking dates and times, amounts charged, payment status, and relevant invoicing information. Payment card information, where processed, is handled via secure third-party payment processors and is not stored by us beyond what is necessary for accounting and fraud prevention purposes.
Technical and usage information, where applicable, such as basic device or browser information, and details of how you interact with our online forms or digital platforms, to the extent necessary to provide our services or maintain security.
How We Collect Personal Data
We collect personal data directly from you when you request a quote, make a booking, complete a form, speak with us by phone, or communicate with us by any other means. We may also obtain limited personal data from publicly available sources or third parties where this is necessary and lawful, for example to verify address details or to support fraud prevention and security checks.
Lawful Basis for Processing
We process your personal data only where we have a valid lawful basis under data protection law. Depending on the context, this may include:
Contract: We process personal data to take steps at your request before entering into a contract, and to perform the contract once it is in place. For example, we need your contact details, service addresses and instructions in order to provide quotation, booking and removal services.
Legal obligation: We may process personal data to comply with legal and regulatory requirements, such as tax, accounting, insurance, and record-keeping obligations, or to respond to lawful requests from public authorities.
Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and these are not overridden by your rights and freedoms. This may include managing our relationship with customers, improving our services, handling queries or complaints, preventing fraud and misuse of our services, and ensuring the safety of our staff and customers.
Consent: In some limited cases we may rely on your consent, for example for certain types of marketing communications or optional services. Where we rely on consent, you may withdraw it at any time and we will stop processing your data for that purpose.
How We Use Personal Data
We use personal data for the following purposes:
To provide removal, relocation, packing, storage and related services you request, including planning routes, organising appropriate vehicles and teams, and managing your booking.
To provide quotations and respond to your enquiries, including follow-up communications relating to your requests or bookings.
To manage our relationship with you, including customer support, handling feedback and complaints, and keeping you informed about important changes to our services or terms.
To manage our business operations, including internal administration, accounting, auditing, record keeping, training, and quality control.
To meet our legal and regulatory obligations, such as maintaining appropriate financial records and cooperating with lawful requests from authorities.
To protect our rights, property and safety, and that of our customers, staff and others, including fraud prevention, security purposes and dispute resolution.
Data Retention
We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting or reporting requirements. In determining appropriate retention periods, we consider the type of data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, and legal obligations.
Customer and booking records are generally retained for a number of years after the end of the service relationship to enable us to respond to queries, handle possible disputes and comply with tax and accounting requirements. After the relevant retention period expires, personal data will be securely deleted, anonymised or archived, unless we are legally required or permitted to retain it for longer.
Data Sharing and Processors
We do not sell your personal data. We may share personal data with trusted third parties who act as data processors on our behalf, or as separate controllers where appropriate. These may include:
Service providers who support our operations, such as payment processing services, accounting or bookkeeping services, customer management systems, vehicle and route planning providers, and secure document storage or destruction providers.
Professional advisers, such as insurers, lawyers, auditors and consultants, where reasonably necessary for the establishment, exercise or defence of legal claims, risk management, or business administration.
Public authorities or law enforcement agencies, where required by law or where necessary to protect our rights, property or safety, or that of our customers or staff.
Where we use data processors, they are required to process personal data only in accordance with our instructions, to implement appropriate security measures, and to comply with applicable data protection laws.
International Data Transfers
If we ever need to transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to provide a level of data protection essentially equivalent to that in the UK and EU. Where this occurs, we will take steps to ensure that your rights continue to be protected.
Security of Personal Data
We take reasonable and appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage, and limiting personal data access to staff and service providers who need it to perform their duties. While we strive to protect your personal data, no system can be completely secure, and you acknowledge that transmission of information is at your own risk.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:
Right of access: You have the right to request confirmation as to whether we process your personal data and to obtain a copy of that data, along with certain information about how it is used.
Right to rectification: You have the right to request that inaccurate or incomplete personal data be corrected or updated.
Right to erasure: In certain circumstances, you may request that we delete your personal data, 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 may request that we restrict the processing of your personal data in certain situations, for example while we verify its accuracy or consider an objection you have raised.
Right to object: You may object to processing that is based on our legitimate interests, on grounds relating to your particular situation, and we will stop processing unless we have compelling legitimate grounds that override your interests and rights, or we need to continue processing for legal claims.
Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine readable format, and to transmit it to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent, you have the right to withdraw it at any time. This will not affect the lawfulness of processing before the withdrawal.
You also have the right to lodge a complaint with your local data protection authority if you are concerned about how your personal data is being handled. We encourage you to contact us in the first instance so that we can try to resolve your concerns directly.
Updates to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. Any changes will be effective from the date of publication. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.
