Privacy Policy

Acton Movers Privacy Policy

This Privacy Policy explains how Acton Movers collects, uses, stores, and protects personal data relating to our customers and prospective customers in our service area. It also explains your rights under the General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all services provided by Acton Movers to customers in our operating area, including quotations, removals, packing services, storage, and any related support services.

Who We Are and Scope of This Policy

Acton Movers is a removals and moving services business operating in its designated service area. For the purposes of data protection law, Acton Movers is the data controller of the personal data described in this Privacy Policy. This Privacy Policy applies to all customers, prospective customers, and individuals who contact us or whose data we receive in connection with our services in the area we serve.

Personal Data We Collect

We collect and process different categories of personal data depending on how you interact with us and which services you use. This may include:

Identification and contact details: name, postal address, moving addresses (current and destination), contact address, and communication preferences.

Communication data: information you provide when contacting us by phone, in writing, or in person, including enquiries, complaints, and feedback about our services.

Service and contract information: details about the moving or storage services you request or purchase, such as property access details, inventory descriptions, dates and times of moves, and any special instructions you provide.

Payment and billing data: information necessary to process payments and manage invoices, such as billing address, payment method details processed via our payment providers, and records of transactions.

Operational data: internal notes required to plan, deliver, and manage moves safely and efficiently, including risk assessments, insurance-related details provided by you, and records of incidents related to our services.

Technical data: limited technical information automatically collected when you visit our online platforms, such as device identifiers, basic log information, and general usage statistics, where applicable.

How We Collect Your Data

We collect personal data directly from you when you request a quote, book a service, contact us with a question, leave feedback, or otherwise interact with our staff. We may also receive data indirectly when a third party, such as an employer, landlord, or relocation agent, arranges services on your behalf. When this occurs, we ask that they confirm they have the necessary authority to share your personal data with us.

Purposes and Lawful Basis for Processing

We only process your personal data where we have a lawful basis under applicable data protection laws. The main purposes and corresponding lawful bases are:

To provide quotations and respond to your enquiries: We process your identification, contact, and service details to prepare and provide quotations and answer your questions. The lawful basis is our legitimate interest in responding to potential customers and, where you request a quote, to take steps at your request prior to entering into a contract.

To perform our contract with you: We process your personal data to plan, manage, and complete your move or related services, including handling payment and billing. The lawful basis is the performance of a contract to which you are a party.

To manage customer relationships: We use your data to provide customer support, handle complaints, manage changes to bookings, and send important information about your services. The lawful basis is performance of the contract and our legitimate interest in maintaining good customer relations.

For billing, accounting, and record keeping: We process personal and transactional data for invoicing, accounting, tax compliance, and internal reporting. The lawful basis is compliance with legal obligations and our legitimate interests in running our business.

For safety, security, and legal compliance: We may process data to ensure the safety of our staff and customers, to investigate incidents, and to comply with legal obligations, regulatory requirements, and insurance conditions. The lawful bases are compliance with legal obligations and our legitimate interests in protecting our business and individuals.

For direct marketing and service updates: Where permitted by law, we may use your contact details to send you information about services similar to those you have already purchased or asked about. The lawful basis is our legitimate interests in promoting our services. Where required, we will ask for your consent before sending marketing communications, and you can withdraw consent or opt out at any time.

Data Retention

We keep your personal data only for as long as necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.

In general, we retain contract and service records, including basic contact and transaction details, for a period that allows us to manage ongoing obligations, handle potential disputes, and meet tax and accounting requirements. Communications relating to enquiries or quotes that do not result in a booking are usually retained for a shorter period, sufficient to manage follow-up and internal review.

When data is no longer needed, we securely delete or anonymise it so that it can no longer be linked to an identifiable individual.

Data Sharing and Processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary to provide our services or operate our business, including:

Service providers acting as processors who supply us with technology, payment processing, customer management systems, accounting support, secure document storage, and other operational services. These providers are only allowed to process your personal data on our instructions and must protect it appropriately.

Professional advisers, such as accountants, auditors, or legal advisers, where necessary for our legitimate business operations and compliance with legal obligations.

Insurance providers and claims handlers where required to arrange cover, manage claims, or comply with insurance terms related to the services we provide.

Public authorities, regulators, law enforcement, or courts where we are required to do so by law or where disclosure is necessary to protect our rights, your safety, or the safety of others.

Where we engage data processors, we enter into contracts requiring them to implement appropriate technical and organisational measures to protect your data and to process it only as instructed by us.

International Data Transfers

Where personal data is transferred outside the United Kingdom or European Economic Area by our service providers, we take steps to ensure that an adequate level of protection is in place. This may include using countries with an adequacy decision or implementing standard contractual clauses or other recognised safeguards. Further details about such safeguards can be provided on request where applicable.

How We Protect Your Data

We use appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage, staff training on data protection responsibilities, and procedures for handling potential security incidents. While no system can be completely secure, we work to ensure that our safeguards remain appropriate to the level of risk.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions:

Right of access: You can request confirmation that we process your personal data and obtain a copy of the data, along with information about how we use it.

Right to rectification: You can ask us to correct or complete personal data that is inaccurate or incomplete.

Right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction: You can ask us to restrict how we process your data in certain situations, such as while we are verifying its accuracy or considering an objection.

Right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including for direct marketing. We will stop processing your data for these purposes unless we have compelling legitimate grounds or a legal requirement.

Right to data portability: Where processing is based on your consent or on a contract and is carried out by automated means, you may request that we provide your data in a structured, commonly used, and machine readable format and transfer it to another controller where technically feasible.

Right to withdraw consent: Where we rely on your consent to process personal data, you can withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before it was withdrawn.

You also have the right to lodge a complaint with a data protection supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can try to resolve your concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or how we process personal data. Any changes will be made available in the latest version of this Privacy Policy. We encourage you to review it periodically to stay informed about how we protect your personal data.