Privacy Policy - Westminster Movers

Westminster Movers is committed to protecting the privacy and personal data of our customers, prospective customers, and anyone who interacts with us in connection with our moving and related services. This Privacy Policy explains how we collect, use, store, share, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Westminster Movers customers in our service area, including individuals, households, and businesses that use our services.

1. Who We Are

For the purposes of data protection law, Westminster Movers acts as the data controller for the personal data we collect and process in connection with our services. This means we determine the purposes and means of processing personal data. In some cases, we may also use third-party service providers who act as data processors on our behalf, or independent controllers where they decide how to use data for their own services.

2. Personal Data We Collect

We collect only the personal data that is necessary for us to provide moving and related services, manage our operations, and meet legal obligations. The types of information we may collect include:

• Identity data such as your name, title, and, where relevant, business name.
• Contact data such as your phone number, email address, billing address, moving address, and other addresses you provide to us.
• Service data relating to your move, including property access details, inventory lists, move dates, special handling instructions, and service preferences.
• Payment data such as payment status, transaction records, and invoicing details. We do not normally store full card details where payment processing is handled by secure payment providers.
• Communication data including emails, messages, call notes, complaints, feedback, and any information you share with us when requesting support.
• Technical and usage data where applicable, such as basic device or website interaction information used for security, performance, and service improvement.
• Special category data only if you voluntarily provide it and only where necessary, for example information about access needs, health-related mobility requirements, or other details needed to safely deliver services. We handle such data with additional care and only where a lawful basis applies.

3. How We Collect Your Data

We may collect personal data directly from you when you:

• request a quote or booking;
• communicate with us by phone, email, text, or in person;
• complete forms, surveys, or service requests;
• provide details for invoices or service arrangements;
• leave feedback or make a complaint.

We may also receive data from third parties where necessary for our services, such as landlords, estate agents, solicitors, business clients, payment processors, or sub-contractors involved in a move. When we receive data from third parties, we take steps to ensure it was shared lawfully.

4. How We Use Personal Data

We use personal data only for specified, legitimate purposes. These include:

• providing quotes and responding to enquiries;
• planning, scheduling, and delivering moving services;
• contacting you about your booking, arrival times, or service changes;
• processing payments, issuing invoices, and managing accounts;
• handling customer support, complaints, and service issues;
• maintaining records for business administration and legal compliance;
• protecting against fraud, misuse, and security incidents;
• improving our services, internal processes, and customer experience;
• meeting regulatory, insurance, accounting, and tax obligations.

We do not use personal data for unrelated purposes that are incompatible with the reason it was collected.

5. Lawful Basis for Processing

Under GDPR, we must have a lawful basis before processing personal data. We rely on the following lawful bases depending on the activity:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, managing bookings, delivering moving services, and handling payment or billing matters.

Legal Obligation

We process personal data where needed to comply with legal duties, including tax, accounting, insurance, employment, health and safety, and regulatory requirements.

Legitimate Interests

We may process 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 improving services, preventing fraud, maintaining records, training staff, managing disputes, and protecting our business and customers.

Consent

Where required by law, such as for certain optional communications or the processing of special category data not otherwise covered by another lawful basis, we rely on your consent. You may withdraw consent at any time where processing is based on consent.

Vital Interests

In rare situations, we may process personal data to protect someone’s vital interests, such as where emergency assistance is required during a move.

6. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, and to meet legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of data and the reason it is held.

• Quotation and enquiry records are generally kept for a limited period to manage follow-up, business analysis, and dispute resolution.
• Customer service and contract records are usually retained for the duration of the service relationship and for a reasonable period afterward.
• Financial and accounting records are retained for the period required by law.
• Complaint, claim, or legal dispute records may be kept for longer where necessary to defend or establish legal claims.

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

7. Processors and Sharing of Data

We may share personal data with trusted third parties where necessary to run our business and deliver our services. These third parties may act as processors under our instructions or as independent controllers in limited circumstances. Examples include:

• Payment processors for secure handling of transactions;
• Accounting and bookkeeping providers for financial administration;
• IT and cloud service providers for data storage, communication, and system support;
• Customer management or scheduling platforms used to organise bookings and service records;
• Sub-contractors or partner movers involved in fulfilling a service;
• Legal, insurance, or professional advisers where needed for claims, disputes, or compliance.

We require processors to handle personal data securely, confidentially, and only in accordance with our instructions and applicable law. We do not sell personal data.

8. International Transfers

If personal data is transferred outside the UK, we will take appropriate steps to ensure it remains protected to a standard essentially equivalent to UK GDPR requirements. This may include the use of approved safeguards such as standard contractual clauses or transfers to countries recognised as providing adequate protection.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff training, confidentiality obligations, and monitoring of systems. While no system is entirely risk-free, we work to maintain a level of security appropriate to the nature of the data we process.

10. Your Rights

Under data protection law, you have rights over your personal data. Subject to legal exceptions, these rights include:

• Right of access – to request a copy of your personal data and information about how we use it.
• Right to rectification – to ask us to correct inaccurate or incomplete data.
• Right to erasure – to ask us to delete your data in certain circumstances.
• Right to restrict processing – to limit how we use your data 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 and ask for it to be transferred where technically feasible.
• 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 Information Commissioner’s Office (ICO) if you believe your data protection rights have been breached. We encourage you to raise concerns with us first so we can address them promptly.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a customer’s move and provided by an adult customer or authorised representative. Where such data is collected, it is handled with appropriate care and only for the required purpose.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is used.

In summary: Westminster Movers processes personal data fairly, lawfully, and transparently, using it only for legitimate purposes connected with our moving services, compliance obligations, and business operations. We are committed to respecting your privacy and supporting your rights under data protection law.