Privacy Policy

Bermondsey Movers Data Protection and Privacy Policy

This Privacy Policy explains how Bermondsey Movers collects, uses and protects personal data relating to our customers and prospective customers. It applies to all Bermondsey Movers customers and users of our services in our operating area, including those who contact us for quotations, book our services, visit our website, or otherwise interact with us.

We are committed to complying with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. We act as a data controller when we decide how and why your personal data is processed.

Personal data we collect

We may collect and process the following categories of personal data:

Identity and contact data, including your name, title, postal address, move addresses, billing address, and contact details such as email address and contact preferences.

Communication data, including enquiries, messages, feedback, complaints and any correspondence between you and Bermondsey Movers by phone, post or digital channels.

Service and contract data, including details of the services you request or purchase, inventory details you provide, access descriptions for properties, dates and times of moves, payment status, and information necessary to perform the moving service.

Payment and transaction data, such as amounts paid, payment method used, date and time of transaction, and related billing information. We do not store full card details when third party payment processors are used.

Website and usage data, which may include technical information automatically collected when you visit our website, such as IP address, device information, browser type, and pages visited. This is used to administer and improve our website and services.

Marketing preference data, including your consent choices and whether you wish to receive marketing communications from us and by what channels.

How we collect personal data

We collect personal data directly from you when you request a quotation, make a booking, complete forms on our website, contact us by phone or any other means, or provide information to our staff when they carry out services.

We may also receive personal data indirectly from comparison sites, lead generation services or business partners where you have requested that your enquiry be shared with removal companies, and from payment service providers in relation to your transactions.

Purposes and lawful bases for processing

We only process your personal data where we have a lawful basis under data protection law. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract. We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, confirming availability, managing bookings, carrying out moves, taking payment, issuing invoices and administering your account.

Legal obligation. We process certain data to comply with legal and regulatory obligations, such as accounting, taxation, record keeping requirements and responding to valid requests from public authorities.

Legitimate interests. We process personal data where necessary for our legitimate business interests, provided that these are not overridden by your interests or fundamental rights and freedoms. This includes managing and improving our services, handling queries and complaints, training staff, ensuring security, and maintaining business records.

Consent. Where required by law, we rely on your consent to send you certain types of marketing communications or to use non-essential cookies or similar technologies. You can withdraw your consent at any time.

How we use personal data

We use your personal data to:

Provide quotations, advice and information about our services that you request.

Set up, manage and fulfil your booking, including planning routes, scheduling staff and vehicles, and coordinating your move.

Process payments, issue invoices and manage any refunds or adjustments.

Communicate with you before, during and after your move, including service updates and responses to your enquiries.

Improve our services, operations and customer experience, including through analysis of service usage and feedback.

Send you marketing communications about our services where you have consented or where we are otherwise permitted to do so by law, with the option to opt out at any time.

Protect our business, customers and staff, including for security, fraud prevention and dispute resolution purposes.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy and where they act on our instructions as data processors or, in some cases, as separate controllers.

Data processors may include:

IT and hosting providers that store or process data on our behalf to operate our systems and website.

Customer management, booking and scheduling systems that help us manage enquiries and service delivery.

Payment service providers that securely process card and other payments on our behalf.

External professional advisers, such as accountants or legal advisers, where necessary to support our business operations.

We ensure that appropriate contractual and security safeguards are in place with data processors to protect your personal data and to ensure that it is only used in accordance with our instructions and applicable law.

We may also share personal data where required by law, for example with law enforcement authorities or regulators, or in connection with legal proceedings or the sale or restructuring of our business.

International transfers

Where any of our service providers or systems are located outside the United Kingdom or European Economic Area, and your personal data is transferred internationally, we will ensure that an appropriate level of protection is in place. This may involve the use of standard contractual clauses or other safeguards recognised under data protection law.

Data retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, including to meet legal, accounting or reporting requirements.

In general, we will retain:

Customer and contract records for the duration of your relationship with us and for a reasonable period afterwards, typically up to seven years, to comply with tax and accounting obligations and to handle any disputes.

Enquiry records and quotation details for a limited period if no service is booked, so that we can respond to follow up questions and manage our business records.

Marketing preference data until you opt out or until we consider the data to be no longer up to date or necessary.

Website and technical logs for a shorter period necessary to ensure security, investigate incidents and improve our services.

When personal data is no longer required, we will delete it or anonymise it so that it can no longer be associated with you.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exemptions. You have the right to:

Access. Request confirmation that we process your personal data and obtain a copy of the personal data we hold about you.

Rectification. Request correction of inaccurate personal data and completion of incomplete data.

Erasure. Request deletion of your personal data where there is no good reason for us to continue processing it, for example where it is no longer necessary for the purposes for which it was collected and we have no legal basis to retain it.

Restriction. Request restriction of our processing of your personal data in certain circumstances, such as while we verify its accuracy or our reasons for processing it.

Objection. Object to our processing of your personal data based on legitimate interests, including profiling, on grounds relating to your particular situation. You also have an unconditional right to object to direct marketing.

Portability. Request that we provide you or a third party with your personal data in a structured, commonly used and machine readable format, where the processing is based on consent or contract and carried out by automated means.

Withdraw consent. Where we rely on your consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing carried out before withdrawal.

To exercise your rights, please contact us using the contact details provided on our website or standard correspondence channels. We may need to verify your identity before responding to your request. We aim to respond within one month, or within any extended period allowed by law where requests are complex or numerous.

You also have the right to lodge a complaint with the UK data protection supervisory authority if you are unhappy with how we handle your personal data.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, staff training, secure disposal procedures and regular review of our security practices.

While we take all reasonable steps to protect your personal data, no system can be completely secure. You are responsible for keeping any account details or passwords confidential and for notifying us promptly of any suspected misuse.

Marketing communications

We may use your contact details to send you information about our services that we think may be of interest, where we are permitted to do so by law or where you have given your consent.

You can opt out of marketing communications at any time by following the instructions in our messages or by contacting us through our normal communication channels. Opting out of marketing will not affect service related communications that are necessary to perform our contract with you.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or services. The updated version will be made available on our website and will apply from the date it is posted. We encourage you to review this Privacy Policy periodically to stay informed about how we process your personal data.

This Privacy Policy applies to all Bermondsey Movers customers and service users in our operating area and forms part of the terms on which we provide our services.