Privacy Policy

Hounslow Movers Privacy Policy

This Privacy Policy explains how Hounslow Movers collects, uses and protects the personal data of its customers and prospective customers in the Hounslow area. It is intended to meet the requirements of the UK General Data Protection Regulation and related data protection laws. This policy applies to all services provided by Hounslow Movers and to all individuals who engage with us in connection with those services.

By using our services or contacting us to request information or a quotation, you acknowledge that you have read this Privacy Policy and understood how we process your personal data. We may update this Privacy Policy from time to time and will apply any changes from the date of publication.

Scope and data controller

This Privacy Policy applies to all customers and prospective customers of Hounslow Movers in the Hounslow area, including individuals, households and business representatives who contact us, request a quote or use our moving or related services. Hounslow Movers acts as the data controller for the personal data described in this policy, determining the purposes and means of processing that data.

We are responsible for ensuring that your personal data is processed in accordance with applicable data protection laws and that appropriate technical and organisational measures are in place to safeguard your information.

Personal data we collect

We collect and process personal data that is necessary for us to provide our services, manage our business and comply with legal obligations. The types of personal data we may collect include:

Identification and contact details, such as your name, address, previous and new address for the move, email address and other contact details you provide when you contact us, request a quote or book a service.

Service and booking information, such as details of the property, access requirements, inventory or item lists, dates and times of your move, special instructions and information about the services you select.

Communication records, including information you provide when you contact us by phone, in person or through forms, and any correspondence relating to your enquiries, bookings, feedback or complaints.

Payment and transaction data, which may include payment method, limited payment details processed via our payment providers, amounts charged, refunds and billing information. We do not store full payment card details when payments are processed through third-party providers.

Technical and usage information where applicable, such as basic information about how you interact with our website or online tools, including date and time of visits and pages viewed, to help us manage and improve our services.

Lawful bases for processing

We process your personal data on the following lawful bases under data protection law, depending on the nature of our relationship and the purpose of the processing:

Contract: We process your personal data where it is necessary to enter into and perform a contract with you, such as providing quotations, confirming bookings, delivering moving services and handling payments and related administration.

Legal obligation: We may process certain personal data where necessary to comply with legal and regulatory obligations, such as accounting, tax and insurance requirements, and to respond to lawful requests from public authorities.

Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing and improving our services, handling enquiries, maintaining records, preventing fraud and ensuring the security of our operations.

Consent: In limited situations, we may rely on your consent to process your personal data, for example for specific marketing activities where consent is required. Where we rely on consent, you have the right to withdraw it at any time.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotations and respond to enquiries about our services, including assessing the details of your move and preparing a tailored estimate.

To manage bookings, plan and carry out removals and related services, coordinate logistics and communicate with you before, during and after your move.

To process payments, issue invoices, manage accounts and handle refunds where applicable.

To communicate with you about changes to your booking, service updates, terms and conditions and other important information relating to your use of our services.

To manage our relationship with you, including dealing with feedback, claims, disputes or complaints.

To maintain records required for business, accounting, tax and insurance purposes.

To improve and develop our services, website and customer experience, including through internal analysis and reporting.

To protect our business, prevent fraud and ensure the security of our systems, vehicles and staff.

Data sharing and processors

We may share your personal data with trusted third parties where this is necessary for the purposes described in this Privacy Policy, including:

Service providers and contractors who assist in providing our services, such as specialist removal teams, storage providers or subcontractors engaged to carry out part of a move on our behalf.

Payment processors and financial service providers who process payments, handle refunds or provide banking services related to your transactions with us.

Professional advisers, such as accountants, auditors, legal advisers and insurers, who require access to relevant information to provide their services to us.

IT and system support providers who help maintain and support our website, communication systems and data storage solutions.

Public and regulatory authorities, law enforcement bodies or courts where we are required to share data to comply with legal obligations or to protect our rights, property, staff or customers.

Where we use third parties to process personal data on our behalf, they act as data processors and are required to process your data only in accordance with our instructions, keep it secure and maintain confidentiality. We do not sell your personal data.

Data retention

We retain your personal data only for as long as is necessary for the purposes for which it was collected, or as required by law. The specific retention periods vary depending on the type of data and the nature of our relationship with you.

In general, we will keep records relating to your move, including contact details, booking and invoice information, for a period that allows us to meet our contractual obligations, manage any disputes and comply with tax, accounting and legal requirements. After the relevant retention period has expired, we will securely delete or anonymise your personal data.

When determining appropriate retention periods, we consider the amount, nature and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it and the applicable legal requirements.

International transfers

Our primary operations are based in the Hounslow area and we aim to store and process personal data within the United Kingdom where possible. If, in limited circumstances, your personal data is transferred to a country outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your data in accordance with data protection law.

Security of your data

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 restricted access to personal data, secure storage practices and staff awareness of data protection responsibilities.

While we take reasonable steps to protect your personal data, no system can be guaranteed to be completely secure. You can help us keep your data safe by letting us know if you suspect any misuse of your personal information in connection with our services.

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:

The right of access: You can request confirmation that we process your personal data and obtain a copy of the personal data we hold about you, together with certain information about how we use it.

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

The right to erasure: In certain circumstances, you can 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 withdraw consent and there is no other legal basis for processing.

The right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised.

The right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, particularly in relation to direct marketing.

The right to data portability: In some situations, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or ask us to transmit it directly to another organisation where this is technically feasible.

If you wish to exercise any of these rights, we may need to verify your identity before responding to your request. We aim to respond within the statutory time limits set by data protection law.

Complaints and contact

If you have any questions about this Privacy Policy or how we handle your personal data, you can contact us using the contact details provided on our website or through the usual communication channels you use with us.

You also have the right to lodge a complaint with the relevant data protection authority if you are concerned about how we process your personal data. We encourage you to contact us first so that we can try to resolve your concerns directly.