Privacy Policy
Clapham Movers Privacy Policy
This Privacy Policy explains how Clapham Movers collects, uses, stores and protects personal data about customers and prospective customers within our service area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. By using our services or contacting us about a potential move, you acknowledge that you have read and understood this Privacy Policy.
Who this Privacy Policy applies to
This Privacy Policy applies to all individual customers and prospective customers of Clapham Movers within our operating area, including people who request a quote, book a removal, use our packing or storage services, or communicate with us in relation to any of our services. It also applies to individuals acting on behalf of a business customer, such as employees arranging an office move.
Personal data we collect
We collect and process different categories of personal data depending on how you interact with us. This may include:
Identification and contact details, such as your full name, home or business address, email address, and any other contact information you choose to provide.
Service and booking information, such as details of your current and new address, property access information, preferred moving dates and times, inventory of items to be moved, and any special instructions you provide to help us deliver the service safely and efficiently.
Communication data, including information you provide when you contact us by phone, post, or through any online form, as well as records of communications about quotes, bookings, changes to services, feedback, and complaints.
Billing and payment information, such as billing address, payment status, transaction references, and details regarding invoices and refunds. We do not store full payment card details; where card payments are used, they are processed securely by our chosen payment processor.
Website and usage data, where applicable, such as information about how you interact with our website, pages visited, and basic technical data provided by your browser, collected to improve our services and for security purposes.
Lawful basis for processing your data
We only process your personal data where we have a lawful basis to do so under data protection law. The main lawful bases we rely on are:
Contract: We process personal data that is necessary to provide you with a quote, enter into a contract, and perform our services. For example, we need your contact details, addresses, moving dates, and service requirements to plan and complete your move.
Legal obligation: We may process and retain certain personal data in order to meet our legal and regulatory obligations, such as tax, accounting, insurance, and record-keeping requirements.
Legitimate interests: We may process your data where it is necessary for our legitimate business interests, and where your interests and fundamental rights do not override those interests. Examples include improving our services, managing our business operations, handling enquiries, preventing fraud, and defending legal claims.
Consent: In some cases, we may rely on your consent, for example for certain types of direct marketing communications. Where we rely on consent, you are free to withdraw it at any time.
How we use your personal data
We may use your personal data for the following purposes:
To provide quotes, plan and carry out removals, packing, and related services.
To manage bookings, including confirming dates, managing changes, and communicating important information about your move.
To respond to your enquiries, requests for information, or complaints.
To issue invoices, process payments, and manage refunds or cancellations.
To improve the quality, safety, and efficiency of our services and customer experience.
To comply with our legal and regulatory obligations, including insurance, health and safety, tax, and accounting requirements.
To protect our rights, property, and safety, and to prevent, detect, or investigate possible fraud or other unlawful activity.
Where permitted, to send you information about services that may be relevant to you, and to maintain our relationship with you as a customer.
Data sharing and processors
We do not sell your personal data. However, we may share your data with carefully selected third parties where necessary for the purposes set out in this Privacy Policy and where we have a lawful basis to do so.
We may share personal data with:
Service providers acting as data processors, such as information technology providers, customer relationship management systems, payment processors, storage facility operators, and document management providers who help us operate our business and deliver our services. These processors are only allowed to use your data in accordance with our documented instructions and must implement appropriate security measures.
Professional advisers, such as accountants, auditors, insurers, and legal advisers, where necessary for the management and protection of our business and to comply with our legal obligations.
Public authorities and regulators, where we are required to do so by law, regulation, or court order, or where disclosure is necessary to protect our rights or the rights of others.
In the event of a business sale, merger, or reorganisation, personal data may be transferred as part of that process, but always in accordance with data protection laws and subject to appropriate safeguards.
International data transfers
Where we use service providers or systems that are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data. These safeguards may include the use of standard contractual clauses approved by data protection authorities or reliance on an adequacy decision for the receiving country.
Data retention
We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to satisfy legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and our legal obligations.
In general, we keep core customer and service records for a period that allows us to respond to any queries, deal with potential disputes, and demonstrate that we have provided our services in a lawful and compliant manner. After the relevant retention period has expired, we will securely delete or anonymise your personal data so that it can no longer be linked to you.
How we protect your personal data
We take appropriate technical and organisational measures to protect your personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures may include access controls, secure storage, staff training, and regular review of our data handling procedures. While we strive to protect your data, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
Your data protection rights
Under data protection laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions, but we will always respond to any request you make in accordance with the law.
Right of access: You have the right to request confirmation that we process your personal data and to request a copy of that data.
Right to rectification: You have the right to ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you may have the right to 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 lawful basis for processing.
Right to restriction of processing: You may request that we restrict the processing of your personal data in specific circumstances, for example while we consider a challenge you have made to the accuracy of the data.
Right to data portability: Where processing is based on your consent or on a contract and is carried out by automated means, you may have the right to receive your personal data in a commonly used, machine readable format and to request that we transmit it to another controller where technically feasible.
Right to object: You have the right to object to certain types of processing, including processing based on our legitimate interests and processing for direct marketing purposes. Where you object to direct marketing, we will stop processing your data for that purpose.
Rights related to consent: Where we rely on your consent for processing, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before the withdrawal.
Exercising your rights and complaints
If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using the details provided on our website or in your booking documentation. We may need to request specific information from you to confirm your identity before acting on your request. We aim to respond to all legitimate requests within the time limits set by law.
You also have the right to lodge a complaint with the relevant supervisory authority if you are concerned about how we handle your personal data. We would, however, appreciate the opportunity to deal with your concerns before you approach a supervisory authority, so please contact us first if possible.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. Any updates will be published in the latest version of this Privacy Policy. We encourage you to review this page periodically to stay informed about how we protect your personal data.
