Movers Surrey Privacy Policy
This Privacy Policy explains how Movers Surrey collects, uses, stores, shares, and protects your personal data when you use our services. It applies to all Movers Surrey customers and prospective customers within the Surrey area, including anyone who visits our website, makes an enquiry, requests a quote, or books a removal or related service.
Movers Surrey acts as the data controller for the personal data described in this Privacy Policy. We are committed to handling your information in accordance with the UK General Data Protection Regulation, the EU General Data Protection Regulation where applicable, and all relevant data protection laws.
Personal data we collect
We collect and process different types of personal data in order to run our business and deliver our moving services. The categories of data we may collect include:
Identity data such as your first name, last name, title, and, where applicable, the name of your business or organisation.
Contact data such as your residential or business address, collection and delivery addresses, and, where provided, any alternative contact address. We may also collect your preferred method of communication.
Service and booking data such as the details of the service you request, property type, access information, inventory details, special handling instructions, preferred dates and times, and any related notes you choose to provide.
Transactional data such as details of services purchased, prices, payment status, and basic billing information. We do not store full payment card details; payment processing is handled securely by third party payment processors.
Technical and usage data such as your IP address, browser type, general location derived from your IP address, device identifiers, pages you visit on our website, time and date of visits, and how you interact with our online forms. This may be collected through cookies or similar technologies, where permitted by law.
Communication data such as the content of enquiries, quotes, emails, contact form submissions, and any feedback or complaints you send us. We may also keep records of telephone calls where necessary for service quality and dispute resolution.
Special category data is not intentionally collected by Movers Surrey. We ask that you do not provide information about your health or other sensitive details unless strictly necessary for the safe delivery of our services. If such information is provided, it will only be used for that specific purpose and with appropriate safeguards.
How we collect personal data
We obtain personal data in a number of ways:
Directly from you when you complete an online form, request a quote, confirm a booking, call us, or communicate with us by any other means.
From third parties where permitted by law, for example from comparison or partner platforms when you request a quote through their services and they pass your details to us.
Automatically through your use of our website, using cookies and similar technologies to collect technical and usage data in order to improve our services and website performance.
Lawful basis for processing
We only process your personal data when we have a valid legal basis under the GDPR. Depending on the context, we rely on the following lawful bases:
Contractual necessity: We process identity, contact, service, and transactional data where it is necessary to take steps at your request before entering into a contract, for example providing a quote, and to perform a contract, for example arranging and carrying out your move.
Legitimate interests: We process certain personal data to pursue our legitimate business interests, provided that your fundamental rights and freedoms are not overridden. This includes managing our relationship with you, improving our services and website, protecting our business and customers against fraud, and handling enquiries or disputes.
Legal obligation: We process personal data where it is necessary to comply with legal and regulatory requirements, including tax and accounting rules and responding to lawful requests from authorities.
Consent: In limited circumstances, we may rely on your consent, for example for certain types of electronic marketing or for non-essential cookies, where required by law. When we rely on consent, you are free to withdraw it at any time. Withdrawing consent will not affect the lawfulness of processing carried out before the withdrawal.
How we use your personal data
Movers Surrey uses your information for the following purposes:
To provide quotes, confirm bookings, and deliver removals and related services you have requested.
To manage payments, fees, and charges, and to recover any sums owed to us.
To communicate with you about your enquiry, booking, or any changes to our services.
To respond to your questions, feedback, or complaints and to provide customer support.
To manage our business operations, including planning routes, allocating staff and vehicles, and improving service efficiency.
To maintain appropriate business and financial records.
To improve our website, services, and customer experience, including through analysis of usage data.
To protect the security of our systems, to prevent fraud, and to exercise or defend legal claims.
Data sharing and processors
We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy and where permitted by law. These third parties may act as data processors, processing your data on our behalf and under our instructions, or as separate controllers in their own right.
Typical categories of recipients include:
Service providers who support our operations, such as IT and cloud hosting providers, customer relationship management platforms, route planning and logistics tools, and secure document storage providers.
Payment processors who handle card payments and other transactions on our behalf.
Professional advisers including lawyers, accountants, and insurers who need data to provide their services to us.
Regulators, law enforcement, or other public authorities where required by law or where necessary to protect our rights, property, or the safety of our customers or staff.
Any third party involved in a business sale, merger, or restructuring, in which case personal data may be transferred as part of that transaction, subject to confidentiality safeguards and applicable law.
When we use data processors, we ensure they only process personal data in accordance with our written instructions, implement appropriate security measures, and respect applicable data protection laws.
International transfers
Our core data processing activities are intended to take place within the United Kingdom or the European Economic Area. If we need to transfer your personal data outside these locations, we will ensure that appropriate safeguards are in place, such as using countries that have been recognised as providing an adequate level of protection or entering into agreements based on approved standard contractual clauses.
Data retention
Movers Surrey keeps personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements. When determining the appropriate retention period, we consider the type of data, the amount, the sensitivity, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, and whether we can achieve those purposes through other means.
In general, we retain customer and booking records for a period that allows us to respond to queries, handle complaints, and comply with tax and financial record keeping requirements. Technical and usage data collected through our website may be retained for a shorter period where feasible and appropriate.
When personal data is no longer needed, we will delete it or anonymise it so that it can no longer be associated with you.
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 may include access controls, encryption where appropriate, secure storage systems, staff training, and regular review of our security practices.
While we aim to use reasonable safeguards to protect your data, no system can be completely secure. You are responsible for keeping any account details or passwords you use with our services confidential.
Your data protection rights
As a Movers Surrey customer or website user in the Surrey area, you have a number of rights in relation to your personal data under the GDPR, subject to certain conditions and exemptions. These include:
The right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, together with certain information about how it is used.
The right to rectification: You can ask us to correct inaccurate personal data and to complete incomplete data that 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 have withdrawn consent and no other legal basis applies.
The right to restriction of processing: You can ask us to limit how we use your personal data in specific situations, for example while we are verifying the accuracy of the data or assessing an objection you have raised.
The right to data portability: Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, machine readable format or, where technically feasible, transmit it to another controller.
The right to object: You can object to processing based on our legitimate interests, including profiling, and we will stop processing your data unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is necessary for legal claims.
The right to withdraw consent: Where we rely on your consent, you may withdraw it at any time. This will not affect any processing that took place before you withdrew consent.
You also have the right to lodge a complaint with a data protection authority if you are unhappy with how we handle your personal data. We encourage you to contact us first so that we can attempt to resolve your concerns.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. When we make significant changes, we will take reasonable steps to inform you, such as updating the date of the policy and, where appropriate, providing a more prominent notice. Your continued use of our services after such changes will be taken as your acknowledgement of the updated Privacy Policy.
