Privacy Policy

Roehampton Movers Privacy Policy

This Privacy Policy explains how Roehampton Movers collects, uses, shares, and protects personal data of customers and prospective customers. It applies to all Roehampton Movers customers and service users in our operating area, including individuals who visit our website, request a quotation, make a booking, or otherwise interact with us in relation to our moving and related services.

We are committed to handling your personal data in accordance with the UK General Data Protection Regulation GDPR and applicable data protection laws. This policy explains what data we collect, our lawful bases for processing, how long we keep your data, when we use processors, and the rights you have over your personal data.

Data Controller

Roehampton Movers is the controller of the personal data described in this Privacy Policy. As controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing is carried out in a lawful, fair, and transparent manner.

Personal Data We Collect

We collect and process different categories of personal data depending on how you interact with us. This may include:

Contact details: name, address, moving addresses, email address, and any other contact information you provide to organise your move or request information.

Booking and service information: details of your move or related services, including dates, collection and delivery addresses, property access details, inventory or description of items to be moved, and any special instructions provided by you.

Payment and billing information: billing address, partial payment details depending on method used, records of payments, and related transaction information. We do not store full card details where payments are processed through third-party payment processors.

Communication data: records of communications with you, such as enquiries, emails, forms submitted via our website, feedback, complaints, and notes of telephone conversations that relate to your booking or our services.

Technical and usage data: when you visit our website, we may collect technical data such as IP address, device and browser type, and information about how you use our website, for example pages visited and time spent. This may be collected via cookies or similar technologies.

Marketing preferences: information about whether you wish to receive marketing communications from us and your preferences for how we contact you.

Lawful Bases for Processing

We process your personal data only when we have a lawful basis to do so under the GDPR. Depending on the context, we may rely on the following lawful bases:

Contract: we process your data when it is necessary to enter into or perform a contract with you, for example to provide a quotation, confirm and manage your booking, carry out the move, communicate about the services, and process payments.

Legal obligation: we may process your data where necessary to comply with legal obligations, such as maintaining records for tax and accounting purposes, complying with transport regulations, or responding to requests from regulatory authorities where required by law.

Legitimate interests: we may process your data when it is necessary for our legitimate business interests and your interests and fundamental rights do not override those interests. This includes activities such as improving our services, managing our business operations, preventing fraud, maintaining security, and handling customer enquiries and complaints.

Consent: in some cases we rely on your consent, for example for certain types of marketing communications or for the use of non-essential cookies on our website. Where we rely on consent, you have the right to withdraw it at any time.

How We Use Personal Data

We use your personal data for the following purposes:

To provide quotations, respond to your enquiries, and help you plan your move.

To enter into and perform contracts for moving and related services, including arranging logistics, managing bookings, and coordinating our staff or partners.

To process payments, issue invoices, handle refunds where applicable, and maintain appropriate financial records.

To communicate with you about your booking, including confirmations, reminders, updates, and post-service follow-up.

To deal with any questions, feedback, claims, or complaints you raise in relation to our services.

To manage and improve our website, services, and customer experience, including analysing how our services are used.

To send you marketing communications about our services, only where permitted by law and in line with your preferences.

To comply with legal and regulatory requirements and to exercise or defend legal claims.

Data Retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, or reporting requirements.

Booking and service records: typically retained for a period that allows us to resolve any disputes, respond to enquiries about past work, and meet our legal obligations in relation to accounting and tax.

Communication data: retained for a period relevant to the subject of the communication, for example as long as needed to handle enquiries or complaints and to demonstrate how we dealt with them.

Marketing data: retained until you opt out of marketing or withdraw consent, or until we determine that the data is no longer up to date or necessary for our marketing purposes.

When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be associated with you.

Data Sharing and Processors

We may share your personal data with third parties where necessary for the purposes described in this Privacy Policy, but we do not sell your personal information.

Service providers and processors: we may use third-party companies to provide services on our behalf, such as payment processing, IT hosting and support, secure data storage, website analytics, customer relationship management tools, and marketing platforms. These providers act as processors and may only process your personal data on our documented instructions, under appropriate contractual safeguards.

Operational partners: in some cases we may work with partner companies or subcontractors to complete your move or related services. Where this involves sharing your personal data, we do so only to the extent necessary to perform the services and require them to handle your data lawfully and securely.

Professional advisers and authorities: we may share data with our professional advisers including lawyers and accountants, and with public authorities, regulators, or law enforcement agencies where required by law or where necessary to exercise or defend legal claims.

We seek to ensure that all third parties who process personal data on our behalf provide sufficient guarantees that they will apply appropriate technical and organisational measures to protect your data in line with data protection law.

International Transfers

Where we use processors or service providers located outside the UK or European Economic Area, we will only transfer personal data where appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent measures required by data protection law. You may contact us for further information about the safeguards used for any such transfers.

Data Security

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage, and limiting access to personal data to those staff and service providers who have a business need to know it.

While we strive to protect your data, no system can be completely secure. You are responsible for taking reasonable precautions to protect your own information, such as safeguarding any reference numbers or correspondence relating to your bookings.

Your Data Protection Rights

Under the GDPR, you have a number of rights in relation to your personal data. These rights are not absolute and may be subject to certain conditions and exemptions, but we will always respond to any request you make in accordance with the law.

Right of access: you can request confirmation of whether we process your personal data and obtain a copy of that data, together with information about how it is used.

Right to rectification: you can request that we correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you can ask us to 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 of processing: you can request that we restrict the processing of your data in certain situations, such as while we are verifying its accuracy or considering an objection you have raised.

Right to data portability: where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or ask us to transmit it to another controller where technically feasible.

Right to object: you can object at any time to processing of your personal data based on our legitimate interests, including profiling related to those interests, and we will stop such processing unless we can demonstrate compelling legitimate grounds or need the data for legal claims. You also have an absolute right to object to direct marketing, including profiling related to direct marketing.

Rights related to consent: where we rely on your consent, you can withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

Complaints and Contact

If you have any questions about this Privacy Policy or how we handle your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the details provided on our website or in your customer documentation.

You also have the right to lodge a complaint with the relevant data protection authority if you believe that your data protection rights have been infringed. We would, however, appreciate the opportunity to address your concerns directly before you approach a supervisory authority.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. Any updates will be made available through our website or by other appropriate means. We encourage you to review this policy periodically to stay informed about how we protect your personal data.