Privacy Policy - Canary Wharf Movers

This Privacy Policy explains how Canary Wharf Movers collects, uses, stores, shares, and protects personal data. It applies to all Canary Wharf Movers customers in the area, including prospective customers, booked customers, and individuals who interact with our services on behalf of a business, household, landlord, tenant, or property manager.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is written to help you understand what information we collect, why we collect it, the legal grounds we rely on, how long we keep it, who may process it on our behalf, and what rights you have.

1. Personal Data We Collect

We collect only the data necessary to provide our moving, packing, storage coordination, and related services. The information we may collect includes:

Identity details such as your name and title.
Contact details such as your phone number and email address.
Service information including pickup and delivery addresses, property access details, inventory lists, moving dates, and service preferences.
Billing and payment information such as invoice details, payment status, and transaction references. We do not store full card details where payment processing is handled by a third party.
Communication records including emails, messages, notes from calls, quotations, and complaints.
Operational data such as vehicle allocation, crew notes, timings, and job completion records.
Technical data if you interact with our digital systems, such as device identifiers, log data, and usage information.

We may also receive personal data from third parties where necessary to deliver the service. For example, a partner, employer, estate agent, landlord, or family member may provide booking details or access instructions. We expect those parties to share information lawfully and appropriately.

2. How We Use Your Data

We use personal data to organise and carry out moving services efficiently and safely. Typical purposes include:

Preparing quotations and service proposals.
Managing bookings and schedules.
Planning logistics, route management, and team assignments.
Contacting you about access, timing, or service changes.
Processing payments, issuing invoices, and maintaining accounts.
Handling complaints, claims, and service queries.
Meeting legal, tax, insurance, and regulatory obligations.
Protecting our business, staff, and customers from fraud, misuse, or security risks.
Improving our services, training our staff, and maintaining quality records.

We only use your data for the purposes explained in this policy or for purposes that are compatible with them. If we need to use your information in a new way that is materially different, we will update this policy or tell you before doing so where required.

3. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. Depending on the context, we rely on one or more of the following:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes taking booking details, delivering the move, issuing invoices, and handling service-related communications.

Legal Obligation

We process certain information to comply with legal duties, including accounting requirements, tax obligations, record keeping, insurance obligations, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include service management, internal administration, fraud prevention, customer support, and business improvement. We apply appropriate safeguards and keep this balance under review.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or marketing activities where consent is required. If we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests and Public Task

These bases are unlikely to apply in ordinary circumstances, but they may be relevant in exceptional situations involving urgent safety concerns or legal emergencies.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, or reporting requirements. The exact retention period depends on the type of data and the reason we hold it.

Booking and service records are generally retained for a reasonable period after service completion to manage follow-up issues, claims, and customer history.
Financial and tax records are retained for the period required by law.
Correspondence and complaint records may be retained for longer where needed to resolve disputes or demonstrate compliance.
Marketing preference records are kept until you withdraw consent or object, unless we must retain them to demonstrate compliance.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures. We do not keep personal data indefinitely.

5. Processors and Data Sharing

We may share personal data with carefully selected third-party processors and service providers who act on our instructions and are bound by appropriate data processing terms. These may include:

Payment processors for secure payment handling.
Accounting and bookkeeping providers for invoicing and financial administration.
IT and cloud service providers for data storage, email, and system support.
Customer relationship and communications tools used to manage bookings and service correspondence.
Insurance providers, claims handlers, and legal advisers where necessary to handle claims or legal matters.
Subcontracted operational partners where they assist in delivering the moving service under our control and standards.

We may also disclose personal data where required by law, regulation, court order, or to protect the rights, property, or safety of our business, staff, customers, or others. We do not sell personal data.

If any processor is located outside the UK, we will ensure appropriate safeguards are in place before transferring personal data, such as adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms.

6. Data Security

We use reasonable technical and organisational measures to protect personal data from accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, role-based permissions, password protection, staff confidentiality obligations, and data minimisation practices.

While we take security seriously, no system can be guaranteed completely secure. If a data incident occurs, we will investigate and take appropriate action, including notifications where legally required.

7. Your Rights

Under data protection law, you may have the following rights regarding your personal data:

Right of access to obtain a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure in certain circumstances, also known as the right to be forgotten.
Right to restriction to limit how we use your data in specific situations.
Right to data portability for data you provided to us, where applicable.
Right to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent where processing is based on consent.

You also have the right to raise concerns about how we handle your data. If you believe your rights have been infringed, you may contact the relevant data protection authority. You do not need to wait for a problem to escalate before exercising your rights.

8. Children’s Data

Our services are not directed to children as independent customers. However, moving services may involve information connected to household members, including minors, when necessary for service delivery. In such cases, we process only the information needed and with suitable care.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or service practices. Any revised version will apply from the date it is made available. We encourage you to review this policy periodically so you remain informed about how your data is handled.

10. Summary of Our Commitments

Canary Wharf Movers is committed to processing personal data lawfully, transparently, and securely. We collect only the information needed to provide moving services, rely on appropriate lawful bases, retain data only as long as necessary, use trusted processors under contract, and respect your rights under UK data protection law. Your privacy matters to us, and we work to keep your information safe and handled responsibly.