Privacy Policy - Canarywharf Movers

Canarywharf Movers is committed to protecting the privacy and personal data of all customers, prospective customers, and service users in our area. This Privacy Policy explains how we collect, use, store, share, and protect personal information, and describes the rights individuals have under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Canarywharf Movers customers in area, including individuals who request quotes, book moving services, communicate with us, or otherwise interact with our business.

1. Who we are

For the purposes of data protection law, Canarywharf Movers acts as the data controller for the personal data described in this Privacy Policy. This means we determine why and how your personal data is used. We take our responsibilities seriously and aim to process personal information in a fair, transparent, and lawful manner.

2. Personal data we collect

We may collect and process different types of personal data depending on the services you request and how you interact with us. The categories of information we collect may include:

Identity data such as your name and title.
Contact data such as phone number, email address, and service address.
Booking and service data such as moving dates, property details, inventory information, access notes, and delivery instructions.
Billing and payment data such as invoicing details, payment confirmation, and transaction records.
Communication data such as emails, messages, complaints, feedback, and call notes.
Technical and usage data if you interact with our digital systems, including IP address, browser type, and device identifiers where relevant.
Special category data only where necessary and with appropriate safeguards, for example if you voluntarily share information that may reveal health-related needs to support a move.

We aim to collect only the information that is relevant and necessary for the purposes described in this Policy. We do not intentionally collect more data than we need.

3. How we use your data

We use personal data for the following purposes:

To provide quotes, assess moving requirements, and plan removals services.
To manage bookings, deliveries, and related customer communications.
To issue invoices, process payments, and maintain accurate accounting records.
To respond to enquiries, concerns, and complaints.
To maintain service quality, train staff, and improve our operations.
To meet legal, regulatory, tax, and insurance obligations.
To protect our business, customers, and property from fraud, misuse, or security incidents.

We will only use your personal data where we have a lawful reason to do so, as set out below.

4. Lawful basis for processing

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

a) Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling bookings, planning removals, and delivering services you have requested.

b) Legal obligation

We may process data where required to comply with the law, including tax, accounting, insurance, and record-keeping obligations.

c) Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include improving services, maintaining internal records, ensuring security, preventing fraud, and managing customer communications.

d) Consent

In limited circumstances, we may rely on your consent, particularly for optional communications or the processing of special category data where consent is the most appropriate basis. Where we rely on consent, you may withdraw it at any time.

5. How we collect personal data

We may collect data directly from you when you:

Request a quote or make a booking.
Communicate with us by phone, email, or other means.
Provide access information or service preferences.
Submit feedback, complaints, or claims.
Make a payment or request an invoice.

We may also receive data from third parties where necessary for service delivery, such as payment providers, insurers, subcontracted service providers, or property representatives acting on your behalf.

6. Sharing your personal data

We may share personal data with trusted processors and other third parties where necessary for the purposes described in this Policy. These parties are only permitted to process your data on our instructions or where they are independently responsible under law.

Processors and recipients may include:

Payment processors that handle card or electronic payments.
IT and cloud service providers that host systems, backups, or communications tools.
Accounting and bookkeeping providers that support financial administration.
Insurance providers and claims handlers where relevant to service protection or disputes.
Subcontractors or associated movers engaged to help deliver a service you requested.
Legal, regulatory, or governmental bodies where disclosure is required by law.

We require processors to implement appropriate technical and organisational measures to protect your personal data. We do not sell your personal data.

7. International transfers

Where a processor or service provider stores or accesses data outside the UK, we will ensure suitable safeguards are in place. These may include adequacy regulations, approved contractual clauses, or other lawful transfer mechanisms permitted by data protection law.

8. Data retention

We keep personal data only for as long as necessary for the purpose it was collected, and for any additional period required by law or legitimate business needs. Retention periods vary depending on the type of data and context, but may include the following:

Quotation and enquiry data may be kept for a limited period to manage follow-up and service records.
Contract and service records may be retained for the duration of the engagement and a reasonable period afterwards.
Financial and tax records are kept for the periods required by applicable accounting and tax laws.
Complaint, dispute, and claim records may be retained longer where needed to defend or pursue legal claims.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. Retention is based on necessity, not convenience.

9. How we protect your data

We use appropriate security measures designed to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and procedural safeguards. While no system is completely secure, we work to maintain a level of protection that is appropriate to the risks involved.

10. Your rights

Under data protection law, you have a number of rights regarding your personal data. These rights may be subject to legal limitations in some cases. You may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability where processing is based on consent or contract and carried out by automated means.
Withdraw consent at any time where consent is our lawful basis.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to contact us first so we can try to resolve any concerns.

11. Children’s data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by an adult with appropriate authority. Where children’s information is unavoidably processed, we apply suitable safeguards.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our operations, or the way we process personal data. Any updated version will apply from the date it is made available. We encourage customers to review this Policy periodically so they remain informed about how their data is used.

13. Summary of our commitments

We collect only the data needed to deliver and support our services.
We process personal data on lawful grounds, including contract, legal obligation, legitimate interests, and consent where appropriate.
We share data only with trusted processors and others where required.
We retain data only as long as necessary.
We respect and support your rights under UK data protection law.

By using Canarywharf Movers services, you acknowledge that your personal data may be processed as described in this Privacy Policy. We are committed to handling your information responsibly, transparently, and in accordance with applicable law.