Privacy Policy

Twickenham Movers Privacy Policy

This Privacy Policy explains how Twickenham Movers collects, uses, stores and protects personal data relating to our customers and prospective customers. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Twickenham Movers customers and enquiries within our service area.

Who We Are

Twickenham Movers is a removals and related services provider. For the purposes of data protection law, Twickenham Movers is the controller of the personal data described in this Privacy Policy. This means we decide why and how your personal data is processed when you use our services or interact with us.

Personal Data We Collect

We collect and process different types of personal data depending on how you engage with us and which services you use. This may include the following categories of information.

Identification and contact details, such as your name, postal address, property addresses involved in a move, and other contact details you choose to provide to us so that we can communicate with you and provide our services.

Service and booking information, such as details of your requested move or service, preferred dates and times, property type and access details, inventory or item lists where provided, and any special instructions or notes you choose to give us.

Quotation and payment information, such as details you provide when you ask for a quotation, the services you decide to book, and payment-related information required to process your payment via our chosen payment processor. We do not store full card details; these are processed securely by the payment processor.

Communication records, such as emails, contact form submissions, letters, and notes of telephone conversations or messages relating to quotations, bookings, complaints, feedback or general enquiries.

Technical and usage data, such as basic technical information automatically collected when you visit our website, including IP address, device and browser type, and general usage data required to operate and secure our website. Where cookies or similar technologies are used, this will be explained in our cookie information, where applicable.

Marketing preferences, such as whether you wish to receive updates or marketing communications from us, and your communication channel preferences where you have provided them.

Lawful Bases for Processing

We only process your personal data where we have a lawful basis to do so under data protection law. Depending on the context, the relevant lawful bases are as follows.

Contract. We process your personal data where this is necessary to enter into or perform a contract with you, for example to provide a quotation, confirm and manage your booking, deliver the agreed services, and communicate with you regarding those services.

Legal obligation. We process certain personal data to comply with legal obligations, such as record keeping, tax, accounting, and responding to lawful requests from public authorities.

Legitimate interests. We process personal data where this is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing and improving our services, responding to customer enquiries, handling complaints, training our staff, and maintaining the security of our systems and premises.

Consent. In some cases, we rely on your consent, for example for certain forms of direct marketing where consent is required by law, or for the optional use of particular cookies or similar technologies. Where we rely on consent, you can withdraw it at any time using the methods provided or by contacting us.

How We Use Your Personal Data

We use your personal data for the purposes described in this Privacy Policy, which include the following.

To provide quotations and estimates for moving and related services, based on the information you give us about your properties and requirements.

To set up, manage and fulfil your bookings, including planning routes and resources, carrying out your move, and dealing with follow-up matters such as queries or issues relating to the completed service.

To manage our relationship with you as a customer, including handling enquiries, complaints, feedback and service updates, and maintaining accurate records of the services provided.

To manage payments, accounting and financial records, including processing payments through our chosen payment processor and maintaining records required for tax and accounting purposes.

To operate, maintain and improve our website and services, including monitoring usage, troubleshooting issues, and carrying out analysis that helps us improve our service offerings and customer experience.

To send you marketing communications about our services where permitted by law and where you have not objected. You can opt out of marketing at any time.

To comply with our legal and regulatory obligations, and to establish, exercise or defend legal claims where necessary.

Data Sharing and Processors

We may share your personal data with selected third parties where necessary for the purposes described above, and where appropriate data protection arrangements are in place.

Service providers and processors. We use third party providers to assist with certain functions, such as IT hosting, website operation, payment processing, secure document storage, communications tools and customer management systems. These providers act as processors on our behalf and may only process your personal data in accordance with our instructions and for the specified purposes.

Professional advisers. We may share personal data with our professional advisers, such as accountants, auditors, or legal advisers, where this is necessary for the services they provide to us.

Authorities and law enforcement. We may disclose personal data where required to do so by law, or where we believe disclosure is necessary to protect our rights, the safety of our staff or customers, or to comply with legal processes.

Business transfers. In the event that we sell or transfer part or all of our business, customer information may be included as part of the transferred assets, subject to appropriate safeguards and only to the extent permitted by law.

We do not sell your personal data to third parties.

International Transfers

Where any of our service providers are located outside the United Kingdom or the European Economic Area, or store data in a location outside those territories, we will ensure that appropriate safeguards are in place to protect your personal data. These safeguards may include the use of standard contractual clauses approved by the relevant authorities or other recognised mechanisms designed to ensure an equivalent level of protection.

Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet any legal, accounting or reporting requirements.

In general, we retain customer and booking records for a period that allows us to deal with queries and potential legal claims relating to the services we have provided. Financial and transactional records are retained for the period required by tax and accounting laws.

Where personal data is no longer needed for the original purposes and we have no further legal or business need to retain it, we will either delete it securely 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 may be subject to certain conditions and exemptions.

Right of access. You have the right to request confirmation as to whether we process your personal data and to request a copy of the personal data we hold about you.

Right to rectification. You have the right to ask us to correct inaccurate personal data and to complete incomplete data where necessary.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

Right to restriction. You have the right to request that we restrict the processing of your personal data in certain situations, for example while we investigate a concern about its accuracy.

Right to object. You have the right to object to processing based on our legitimate interests where you believe your interests or fundamental rights and freedoms override our interests. You also have the right to object at any time to the processing of your personal data for direct marketing.

Right to data portability. In certain cases, you have the right to receive personal data you have provided to us in a structured, commonly used and machine-readable format, and to request that this data be transmitted to another controller where this is technically feasible.

Where our processing of your personal data is based on your consent, you have the right to withdraw that consent at any time. Withdrawing consent will not affect the lawfulness of processing carried out before the withdrawal.

If you wish to exercise any of these rights, please contact us using the contact methods published on our website or in our service documentation. We may need to verify your identity before responding to your request. We aim to respond within the timescales set out in data protection law.

Security of Your Personal Data

We take the security of your personal data seriously and implement appropriate technical and organisational measures designed to protect it against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures may include access controls, encryption, secure storage solutions, staff training and regular review of our security practices. However, no system can be completely secure, and we cannot guarantee absolute security of data transmitted to or by us.

Privacy Policy Scope and Updates

This Privacy Policy applies to all Twickenham Movers customers and prospective customers within our service area, and to visitors to our website. It does not apply to third party websites, services or platforms that may be referenced in our materials. Those third parties have their own privacy policies and practices.

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. When we make significant changes, we will take reasonable steps to inform you, such as updating the version on our website and revising the date of the latest update. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.