Privacy Policy - Hounslow Movers

Hounslow Movers is committed to protecting the privacy and personal data of all customers in the area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide moving and related services. It applies to all Hounslow Movers customers in area, including private individuals, families, landlords, tenants, and business clients who use our services.

1. Who We Are

Hounslow Movers acts as the data controller for the personal data we process in connection with our services. This means we decide how and why your personal information is used. We are committed to processing personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

2. Information We Collect

We only collect personal data that is necessary for us to provide our services effectively, manage our business, and meet our legal obligations. Depending on the nature of the service, the information we may collect includes:

Identity details, such as your name, title, and, where relevant, company name.
Contact details, such as your address, phone number, and email address.
Service details, including moving dates, property access information, inventory lists, special handling instructions, and service preferences.
Payment and billing information, such as invoicing records, transaction details, and payment status.
Communication records, including emails, messages, quotes, complaints, feedback, and notes of phone calls.
Technical information if you interact with our digital systems, such as device data, IP address, and usage logs where applicable.
Special category data only where strictly necessary and where a lawful basis permits it, for example information needed to support accessibility requirements during a move.

We do not intentionally collect more information than is necessary for the service requested.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and arrange moving services.
To plan, deliver, and manage removals, packing, storage, and related services.
To communicate with you about bookings, access arrangements, changes, and service updates.
To issue invoices, process payments, and maintain accounting records.
To handle complaints, claims, and customer service requests.
To comply with legal, regulatory, and tax obligations.
To protect our business, staff, customers, and property from fraud, misuse, or security incidents.
To improve our services, processes, and customer experience.

We will only use your personal information in ways that are compatible with the reasons for which it was collected, unless we reasonably need to use it for another lawful and compatible purpose.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. The lawful bases we rely on are:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling bookings, moving arrangements, billing, and delivery of services.

Legal Obligation

We may process and retain personal data where necessary to comply with legal duties, such as tax recordkeeping, accounting requirements, insurance matters, and any lawful requests from authorities.

Legitimate Interests

We may process personal data for our legitimate interests where these are not overridden by your rights and freedoms. This may include improving services, maintaining business records, preventing fraud, and managing operational security. We always consider whether the processing is necessary and proportionate.

Consent

Where required, we will ask for your consent before processing specific types of data. If consent is used as the lawful basis, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests and Public Interest

These bases are unlikely to apply in most circumstances, but we may rely on them if necessary to protect someone’s life or in rare situations required by law.

5. Data Sharing and Processors

We may share personal data with trusted third parties who support the delivery of our services. These third parties act as processors when they handle data on our behalf, and they are contractually required to protect the data and use it only for the agreed purpose.

Examples of processors and service providers may include:

Payment processors for handling card or electronic payments.
Accounting and bookkeeping providers for financial administration.
IT and cloud service providers for secure storage and system support.
Communication platforms used to send emails, messages, or service updates.
Insurance or claims handlers where required for loss, damage, or liability matters.
Subcontracted movers or logistics providers where necessary to deliver your booking.

We may also disclose information to public authorities, law enforcement, courts, or regulators if required by law or necessary to protect our rights, safety, or legitimate business interests.

We do not sell your personal data.

6. International Transfers

If any of our processors or service providers store or access data outside the UK, we will ensure appropriate safeguards are in place in accordance with applicable data protection law. These safeguards may include standard contractual clauses or equivalent legal protections.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy and to meet legal, accounting, or insurance requirements. Retention periods vary depending on the type of data and the reason it was collected.

Customer and service records are typically kept for the duration of the service relationship and for a reasonable period afterwards for administration and dispute resolution.
Financial and tax records are retained for the period required by law.
Complaints, claims, and legal correspondence may be kept longer where necessary to establish, exercise, or defend legal claims.
Marketing consent records, where applicable, are kept until you withdraw consent or until no longer needed.

When personal data is no longer needed, we will securely delete, anonymise, or destroy it.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure systems, staff confidentiality obligations, and limited access on a need-to-know basis. While no system can be completely secure, we take reasonable steps to reduce risks and respond promptly to any suspected incident.

9. Your Rights

As a data subject under UK GDPR, you have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to ask us to delete your data in certain circumstances.
Right to restrict processing – to ask us to limit how we use your data in some cases.
Right to data portability – to receive certain data in a structured, commonly used format, where applicable.
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.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data rights have been infringed. We encourage you to raise any concerns with us first so that we can address them promptly.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is required for a specific service arrangement and provided by a parent, guardian, or authorised adult. If we learn that we have collected information from a child without appropriate authorisation, we will take steps to delete it where required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational needs. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to remain informed about how your personal data is handled.

12. Summary of Our Commitment

Hounslow Movers respects your privacy and is committed to processing personal data responsibly. We collect only what is necessary, use it for clear and lawful purposes, share it only with trusted processors or where required by law, and keep it only for as long as needed. This policy is designed to ensure that all Hounslow Movers customers in area can understand how their data is handled and exercise their rights with confidence.