Privacy Policy - Croydon Movers

Last updated: This Privacy Policy explains how Croydon Movers collects, uses, stores, shares, and protects personal data. It applies to all Croydon Movers customers in the area, including individuals who request quotes, book services, receive removals, storage, packing, or related support, and anyone whose personal data is processed in connection with those services.

1. Who We Are

Croydon Movers is a moving and relocation service provider. In the course of delivering our services, we may process personal data about customers, household members, business contacts, property access contacts, and other individuals connected to a move. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

2. Personal Data We Collect

We collect only the personal data that is necessary for providing our services, managing our business, and meeting legal obligations. Depending on the service requested, we may collect the following categories of data:

Identity data: name, title, and, where relevant, company name.
Contact data: address, email address, telephone number, and move-related contact details.
Service data: details of the move, property access information, inventories, packing requirements, dates, and service preferences.
Payment data: billing information, payment status, and transaction records. We do not keep full card details if payment is processed through a secure payment provider.
Communication data: messages, call notes, and correspondence relating to quotes, bookings, complaints, or enquiries.
Technical data: limited device or usage information if you interact with us electronically, such as IP address or browser information, where applicable.
Special category data: in normal circumstances, we do not seek to collect special category data. However, such data may be incidentally included in communications or move instructions, for example where access arrangements involve health or mobility needs. If this occurs, we will handle it with extra care and only where permitted by law.

We may receive data directly from you, from someone acting on your behalf, from business partners, from property managers, or from third parties involved in the moving process. We only process data that is relevant and proportionate to the service being provided.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and assess service requirements;
to schedule, manage, and complete removals and related services;
to communicate with you about bookings, changes, access arrangements, and service delivery;
to issue invoices, process payments, and maintain financial records;
to manage complaints, claims, insurance matters, or service disputes;
to maintain internal records and improve our operational performance;
to comply with legal, regulatory, tax, and accounting obligations;
to protect our business, staff, customers, and property from fraud, misuse, or security incidents.

We will only use your personal data for the purposes for which it was collected, unless we reasonably believe we need to use it for a compatible purpose that is permitted by law.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for each processing activity. We rely on the following bases:

Performance of a contract

We process personal data when it is necessary to provide a quotation, enter into a contract, or deliver moving and related services. This includes arranging logistics, collecting payment, and communicating about the service.

Legal obligation

We process certain data to comply with legal duties, including accounting, tax, record-keeping, fraud prevention, and responding to lawful requests from authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include business administration, service quality monitoring, internal reporting, protecting against fraud, and handling disputes. We always consider the impact of such processing on individuals.

Consent

Where we rely on your consent, we will ask for it clearly and separately. You may withdraw consent at any time, although this will not affect processing already carried out lawfully before withdrawal.

Vital interests and public interest

These bases are unlikely to apply in routine cases, but if there is an emergency or legal necessity, we may process data where required to protect vital interests or support an official function.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes described in this policy, unless a longer retention period is required or permitted by law. Our retention periods depend on the type of data and the reason it is held.

Quote and enquiry records: generally retained for a limited period after the enquiry unless they become part of a booking or dispute record.
Contract and service records: retained for the duration of the service and for a further period to deal with complaints, claims, or legal obligations.
Financial and accounting records: retained in line with statutory tax and accounting requirements.
Communication records: retained for operational, legal, or evidential purposes as needed.

When data is no longer required, it is securely deleted, anonymised, or archived in a manner that prevents unnecessary access. Retention is reviewed regularly to ensure we do not keep data longer than necessary.

6. Sharing Your Personal Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or meet legal and business obligations. These third parties may act as processors on our behalf or, in some cases, as independent controllers.

Processors we may use

IT and cloud service providers: to store data, manage email, and support business systems.
Payment service providers: to process payments securely.
Accounting and bookkeeping providers: to manage invoicing, reporting, and tax compliance.
Customer management and scheduling tools: to organise bookings and service records.
Insurance or claims support providers: where needed to handle incidents or claims.

Where processors act on our instructions, we require them to protect your data and use it only for the agreed purpose. We may also disclose data to professional advisers, regulators, law enforcement, courts, or public authorities where legally required or necessary to protect rights and safety.

We do not sell personal data.

7. International Transfers

If any of our service providers process data outside the United Kingdom, we will ensure appropriate safeguards are in place before such transfers occur. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms. We take steps to ensure transferred data receives a level of protection consistent with UK data protection law.

8. Data Security

We use reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure systems, staff confidentiality duties, and limited retention practices. While no system can be guaranteed to be completely secure, we work to reduce risks and respond promptly to any suspected data incident.

9. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may be subject to conditions or exemptions depending on the circumstances.

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can request deletion of your data in certain circumstances.
Right to restriction: you can ask us to restrict how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: where applicable, you can request transfer of certain data to you or another provider.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will take reasonable steps to verify your identity before responding. We aim to respond within the time limits required by law.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is incidentally provided as part of service arrangements. If we become aware that we have collected a child’s data without appropriate basis, we will take steps to delete it or otherwise handle it lawfully.

11. Changes to This Policy

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

12. Complaints and Your Rights

If you are concerned about how we have handled your personal data, you should let us know so we can review the matter. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns promptly so that we can address them efficiently and fairly.

This Privacy Policy is intended to provide clear information about how Croydon Movers processes personal data in a GDPR-compliant manner. It reflects a commitment to transparency, data minimisation, secure handling, and respect for individual rights.