Privacy Policy - Movers Surrey

This Privacy Policy explains how Movers Surrey collects, uses, stores, shares, and protects personal data. It applies to all Movers Surrey customers in the Surrey area, including individuals who request a quote, book a move, receive moving services, or otherwise interact with our business. We are committed to handling personal data in a lawful, fair, and transparent manner and to respecting the rights of every customer whose information we process.

1. Who We Are

Movers Surrey provides moving and related relocation services to customers in Surrey and surrounding areas. In the course of providing these services, we may process personal information about customers, household members, business representatives, and other persons connected to a move. This policy applies to all such customers in the area and to any personal data we receive in connection with our services.

2. Information We Collect

We collect only the information that is necessary for our business operations, customer service, legal obligations, and service delivery. The categories of personal data we may collect include:

Identity details such as name, title, and preferred form of address.
Contact details such as telephone number, email address, and correspondence address.
Service information such as moving date, property access details, inventory information, packing preferences, and delivery requirements.
Billing and payment information such as invoice details, payment status, and transaction records.
Communication records including emails, written messages, telephone notes, and service-related enquiries.
Technical information where relevant, such as basic website or device usage data if a digital enquiry is made.
Special instructions that may affect the move, such as fragile items, access restrictions, or timing requirements.

We do not intentionally collect more data than is needed. Where sensitive information is provided voluntarily, we will only process it if it is necessary and permitted by law.

3. How We Use Personal Data

Movers Surrey uses personal data for the following purposes:

To provide quotes and respond to enquiries.
To arrange, manage, and complete moving services.
To communicate about bookings, schedules, and service changes.
To prepare invoices, process payments, and manage accounts.
To maintain service records and improve customer experience.
To meet legal, tax, insurance, and regulatory obligations.
To handle complaints, claims, or disputes.
To prevent fraud, protect property, and ensure operational security.

We will only use personal data for the purposes stated above or for closely related purposes that a customer would reasonably expect.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for processing personal data. Movers Surrey relies on the following lawful bases depending on the context:

Contract

We process personal data when it is necessary to enter into or perform a contract with a customer. This includes preparing quotes, booking services, planning a move, and fulfilling service obligations.

Legal Obligation

We may process personal data to comply with legal duties, including accounting, tax, insurance, record-keeping, and regulatory requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by the rights and freedoms of the individual. This may include managing customer relationships, improving services, securing our operations, and protecting against misuse or fraud. We always consider whether the processing is necessary and proportionate.

Consent

Where required by law, we will rely on consent. If consent is used as the basis for processing, it will be freely given, specific, informed, and capable of being withdrawn at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties that act as data processors or independent controllers, but only when necessary for the delivery of our services or compliance with legal obligations. Such parties may include:

Payment service providers.
Accounting and bookkeeping providers.
IT, cloud storage, and communication service providers.
Insurance or claims-handling providers.
Subcontractors or service partners assisting with a move.
Legal, regulatory, or tax authorities where required by law.

Where a third party acts as a processor, it will only process personal data on our instructions and must implement appropriate security and confidentiality measures. We take reasonable steps to ensure processors are suitable and handle data in accordance with data protection law.

We do not sell personal data. We also do not permit processors to use personal data for their own unrelated purposes.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of data and the context in which it was collected.

In general:

Quote and enquiry records may be kept for a reasonable period to manage follow-up requests and service history.
Contract, invoice, and payment records may be kept for the period required by tax and accounting law.
Complaint or claim records may be retained until the matter is resolved and any legal limitation periods have expired.
Technical and communication data may be kept only as long as necessary for operational or security purposes.

When personal data is no longer required, we will delete, anonymise, or securely destroy it in accordance with our retention practices.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, disclosure, alteration, or destruction. These measures may include access controls, secure systems, staff confidentiality obligations, and data minimisation practices.

While no system is completely secure, we take reasonable and proportionate steps to protect the information entrusted to us and to reduce risk.

8. International Transfers

If personal data is transferred outside the UK, we will take steps to ensure it is protected to a standard that is substantially similar to UK data protection requirements. This may involve approved safeguards and contractual protections where necessary.

9. Your Rights

Individuals whose data we process have rights under the UK GDPR. Subject to legal limits, these rights may include:

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 data.
Right to erasure – to request deletion of data in certain circumstances.
Right to restriction – to request limitation of processing in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent.

To exercise your rights, you may make a request using the relevant communication channel provided by Movers Surrey. We may need to verify your identity before responding. We aim to respond within the legal timeframe and will let you know if we need additional information.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is necessary as part of a move and provided by an adult customer or authorised representative. If we become aware that we have collected such data without a valid reason, we will take appropriate steps to delete it.

11. Marketing

We may contact customers with service-related updates or follow-up messages where permitted. We will only send direct marketing where we have a lawful basis to do so. You may object to marketing at any time, and we will respect your choice.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply from the date it is made available. Customers are encouraged to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Movers Surrey is committed to respecting privacy, using personal data responsibly, and maintaining compliance with GDPR principles. We collect data only when needed, rely on a valid lawful basis, limit retention, use trusted processors, and uphold the rights of every customer in the Surrey area. Our approach is built on transparency, security, and fair handling of personal information.