Privacy Policy - Kingston Upon Thames Movers

This Privacy Policy explains how Kingston Upon Thames Movers collects, uses, stores, shares, and protects personal data. It applies to all Kingston Upon Thames Movers customers in the Kingston Upon Thames area, including individuals who request quotes, book services, receive moving services, or otherwise interact with us in connection with our removals and related services. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Kingston Upon Thames Movers is a moving and removals service provider operating for customers in and around Kingston Upon Thames. For the purposes of data protection law, we act as a data controller when we decide how and why your personal data is processed. In some cases, we may also act as a data processor where we process data on behalf of a business customer in connection with a contracted service.

2. Personal Data We Collect

We only collect personal data that is relevant to providing our services, managing our business, and meeting legal obligations. Depending on how you interact with us, we may collect the following categories of data:

Identity data such as your name, title, and, where applicable, business name.
Contact data such as email address, telephone number, and service address.
Service information such as move dates, property access details, inventory information, packing requirements, and delivery instructions.
Payment data such as billing information and transaction records.
Communication data such as messages, complaints, queries, and notes about service arrangements.
Technical data such as device, browser, or basic usage information if you communicate with us digitally.
Special category data only where strictly necessary and generally not as a routine part of our service. If such data is ever required, we will ensure an appropriate lawful basis and additional safeguards are in place.

We do not seek to collect more information than is necessary. If you provide data about another person, you should ensure that you have the right to do so and that they are aware of this policy where appropriate.

3. How We Collect Personal Data

We may collect personal data directly from you when you request a quote, make a booking, complete forms, communicate with us, or provide information during the moving process. We may also receive data from:

third-party booking or referral platforms;
payment providers;
business partners involved in your move;
public sources where necessary for legitimate business purposes;
insurance or claims handlers if a related issue arises.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under UK GDPR. The lawful bases we rely on may include:

Contract

We process your data when it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes preparing quotes, confirming bookings, arranging collections and deliveries, and providing moving services.

Legal obligation

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

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where your interests and rights do not override those interests. Examples include managing operations, preventing fraud, improving our services, and responding to enquiries or disputes. We ensure that such processing is proportionate and relevant.

Consent

Where we rely on your consent, we will ask for it clearly and you may withdraw it at any time. Consent may be used for certain optional activities, such as specific marketing communications if applicable. Withdrawal of consent will not affect processing already carried out lawfully before the withdrawal.

5. How We Use Your Data

We use personal data for the following purposes:

providing quotations and managing bookings;
planning and delivering removals services;
communicating about your move, schedule, or service updates;
handling billing, invoicing, and payments;
maintaining internal records and service quality;
responding to complaints, claims, or queries;
meeting legal, regulatory, and insurance obligations;
protecting against fraud, misuse, or unauthorised access.

We do not use your personal data in ways that are incompatible with the purposes for which it was collected.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties act either as independent controllers or as processors acting on our instructions. Processors may include:

cloud storage and IT service providers;
booking, scheduling, and customer management systems;
payment processing providers;
accountants and bookkeeping services;
insurance providers or claims administrators;
subcontracted movers or operational support providers;
legal or professional advisers where needed.

When we use processors, we require them to safeguard personal data, process it only on our instructions, and implement suitable security measures. We do not permit processors to use your data for their own purposes unless they are acting as an independent controller and have their own lawful basis.

We may also disclose personal data if required by law, court order, or lawful request from a regulatory or public authority. Where possible, we limit disclosure to what is necessary.

7. International Transfers

If any processor or service provider stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent transfer mechanisms approved under applicable law.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods depend on the type of information and the reason for holding it.

Quotation and enquiry data is typically retained for a limited period to manage follow-up and business records.
Booking and service records are retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records may be retained for the period required by law.
Claims, complaints, and dispute records may be retained for as long as necessary to resolve the matter and protect our legal interests.

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

9. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access, secure storage, staff confidentiality obligations, and controlled systems for handling records. While no system can be guaranteed completely secure, we work diligently to maintain strong data protection practices.

10. Your Rights

Under UK GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal limitations or exemptions, but we will always assess each request carefully.

Right of access: you may ask for a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete data.
Right to erasure: you may request deletion of data in certain circumstances.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: you may request transfer of certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where we rely on consent, you may withdraw it 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 handled unlawfully.

11. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is incidentally provided as part of household or service arrangements. Where such information is relevant, we handle it with particular care and only as necessary for service delivery or legal compliance.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers in Kingston Upon Thames to review this policy periodically so they remain informed about how their data is used.

13. Contacting Us About Privacy

If you have questions about this Privacy Policy or how your personal data is handled, you may raise them through our usual customer service channels. We will respond in a timely manner and in line with our obligations under data protection law. Please note that this policy is intended to explain our privacy practices clearly and transparently for all Kingston Upon Thames Movers customers in the area.