Privacy Policy - Roehampton Movers

This Privacy Policy explains how Roehampton Movers collects, uses, stores, shares, and protects personal data relating to our customers, prospective customers, suppliers, and website users. It applies to all Roehampton Movers customers in the area and to anyone who interacts with us in connection with our removal, packing, storage, transport, and related services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. What personal data we collect

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

Identity details such as your name and title.
Contact details such as your address, email address, and telephone number.
Service information such as moving dates, property addresses, access requirements, inventory details, and special handling instructions.
Payment information such as billing details and transaction records.
Communication records including emails, messages, notes from phone calls, complaints, and feedback.
Technical data if you use our online services, such as IP address, device type, browser type, and basic usage data.
Verification and risk data where needed for fraud prevention, insurance, or security purposes.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example if it is relevant to access arrangements or service requests. Where such data is collected, we apply additional protection and only process it when a lawful basis exists.

2. How we collect your data

We may collect personal data directly from you when you:

request a quote or book a service;
communicate with us by phone, email, or other methods;
complete forms, surveys, or feedback requests;
enter into a contract with us;
make a payment or submit a complaint; or
interact with our digital systems or service providers.

We may also receive limited personal data from third parties, such as estate agents, solicitors, landlords, insurers, payment processors, or other parties involved in your move, where this is necessary to deliver our services or meet legal obligations.

3. Why we use your data and our lawful basis

We only process personal data when we have a lawful basis under UK GDPR. Depending on the circumstances, we may rely on one or more of the following:

Contract

We use your data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, arranging moves, carrying out removals, handling storage, and issuing invoices.

Legal obligation

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

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your interests and rights do not override ours. Examples include managing customer relationships, improving services, preventing fraud, maintaining security, and handling internal administration. We always consider whether our interests are proportionate and privacy-friendly.

Consent

In some situations, we rely on your consent, for example for certain optional communications or the processing of any particularly sensitive information you voluntarily provide. Where consent is used, you may withdraw it at any time.

4. How we use personal data

We use personal data for the following purposes:

to provide moving, packing, transport, and storage services;
to prepare quotations, schedules, and service documentation;
to communicate about bookings, delays, changes, and service updates;
to process payments, refunds, and accounting records;
to meet our legal and insurance obligations;
to resolve disputes, complaints, and claims;
to improve our operations, customer experience, and service quality;
to maintain security, prevent misuse, and protect against fraud.

We will not use your data for unrelated purposes unless we have a valid lawful basis to do so and, where required, have informed you.

5. Sharing data and processors

We may share personal data with trusted third parties, known as processors or service providers, who help us deliver our services. These may include:

IT and cloud service providers that host our systems and store data securely;
payment processors that handle card or electronic payments;
accountants and professional advisers who support compliance and business administration;
insurance providers and claims handlers where a claim, incident, or loss needs review;
subcontracted movers or logistics partners assisting with service delivery;
regulatory, legal, or government bodies where disclosure is required by law.

All processors are required to protect personal data, use it only for agreed purposes, and follow appropriate confidentiality and security standards. We do not sell personal data. Where data is transferred outside the UK, we ensure suitable safeguards are in place in accordance with applicable law.

6. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of data and the reason for processing.

As a general approach:

customer and contract records are kept for the period needed to manage the service and any follow-up matters;
financial and tax records are kept for the period required by law;
complaints, disputes, and claims may be retained for as long as needed to resolve the matter and defend legal rights;
unencrypted or unnecessary records are securely deleted or anonymised when no longer needed.

Where possible, we apply the principle of storage limitation so that data is not kept longer than necessary.

7. Data security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, encryption, secure storage, staff training, confidentiality obligations, and regular system reviews.

Although no system can be guaranteed completely secure, we work to ensure that personal data is handled in a careful and responsible way. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will respond in line with legal requirements.

8. Your rights

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

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

We will respond to rights requests within the time limits required by law. In some cases, we may need to verify your identity before acting on a request. Some rights may not apply in every situation, but we will always explain our decision clearly.

9. Children’s data

Our services are not intended for children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or a legally authorised arrangement. If we become aware that we have collected data from a child without an appropriate basis, we will take steps to delete it promptly.

10. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or our services. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically so that you remain informed about how we process personal data.

11. Summary of our approach

Roehampton Movers treats privacy as an important part of customer trust. We collect only the data needed to deliver our services, rely on clear lawful bases for processing, use processors under strict safeguards, and retain data only for as long as necessary. We also respect your rights and aim to handle all personal information in a fair, transparent, and secure way.