Privacy Policy

Richmond Movers Privacy Policy for Customers

This Privacy Policy explains how Richmond Movers collects, uses, stores and shares personal data relating to customers in our service area. It also explains the lawful bases we rely on under the General Data Protection Regulation and applicable UK and EU data protection laws, how long we retain personal data, the role of our processors, and the rights you have in relation to your information.

This Privacy Policy applies to all Richmond Movers customers and prospective customers in our operating area, including individuals booking residential or commercial moves, requesting quotations, contacting us with enquiries, or otherwise interacting with our services.

Who we are and scope of this policy

Richmond Movers is a moving and relocation services provider. In the context of the services we offer to customers, we are typically the data controller. This means we determine the purposes and means of processing your personal data when we provide moving, packing, storage, and related services.

This policy applies whenever you provide personal data to us, whether by telephone, in person, through online forms, or any other communication channel that we operate. By using our services or otherwise providing information to us, you acknowledge that you have read this Privacy Policy.

Personal data we collect

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

Identity and contact details: name, title, postal addresses, location addresses relevant to your move, and other contact details necessary to communicate with you.

Service and booking details: dates and times of moves, origin and destination addresses, property details relevant to the move, access information, inventory or descriptions of items to be moved, special handling instructions, and details of any additional services requested.

Communication data: information you provide in communications with us, including enquiries, complaints, feedback, and correspondence records.

Payment and transaction data: basic payment information and records of payments made, payment status, invoices, and related transaction history. We do not store full payment card details if you pay by card; where necessary these are processed securely by our payment service providers.

Website and usage data: if you interact with our online pages, we may collect technical data such as IP address, browser type, and information about your interaction with our pages, to the extent that this is necessary for security, functionality, or service improvement.

Special categories of data: in general, we do not seek to collect special categories of personal data. However, you may choose to share information about health or mobility needs to help us plan the service. We will only use such information where strictly necessary to provide the requested services and with appropriate safeguards.

How and why we use your personal data

We use your personal data only where we have a lawful basis to do so. The main purposes for which we process your information are:

Providing quotations and responding to enquiries: to respond to requests for estimates, information about our services, and availability. The lawful basis is taking steps at your request before entering into a contract and our legitimate interests in promoting our services.

Performing our contract with you: to plan, manage, and carry out your move or storage service, including arranging logistics, contacting you about timings and access, and handling any changes. The lawful basis is performance of a contract and, where necessary, our legitimate interests in operating an effective service.

Processing payments and managing accounts: to take and confirm payment for services, issue invoices and receipts, handle refunds where applicable, and maintain financial records. The lawful basis is performance of a contract, compliance with legal obligations relating to accounting and taxation, and our legitimate interests in managing our business.

Customer service and communication: to respond to questions, update you about your booking, manage feedback or complaints, and provide support before, during, and after your move. The lawful basis is performance of a contract and our legitimate interests in ensuring customer satisfaction and improving services.

Legal and regulatory compliance: to comply with legal obligations, such as accounting, tax, insurance requirements, and responding to lawful requests from authorities. The lawful basis is compliance with legal obligations and our legitimate interests in protecting our rights.

Service improvement and security: to monitor and improve the quality, safety, and security of our services, including protecting our staff, customers, and property. The lawful basis is our legitimate interests in managing and developing our business.

Retention of your personal data

We keep your personal data only for as long as necessary to fulfil the purposes described in this policy or to meet legal, accounting, or reporting requirements.

In general:

Basic booking and service records are retained for a period necessary to manage your move and any follow-up, and then for a further period to comply with legal obligations and for potential disputes or legal claims.

Financial and transaction records are retained for the period required by applicable tax and accounting laws.

Communication records are kept for a period that allows us to respond to enquiries, manage complaints, and improve our services, after which they are archived or deleted in a secure manner.

Where we no longer need personal data, we will delete or anonymise it so that you can no longer be identified from it.

Data processors and sharing of your information

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These third parties process your data only in accordance with our instructions and for the purposes outlined in this Privacy Policy.

Categories of processors may include:

Payment service providers: to securely process card or electronic payments.

IT and system support providers: to host or support our booking, communication, and record-keeping systems.

Storage and logistics partners: where we use trusted partners to provide particular elements of the moving or storage service, under our direction and control.

Professional advisers: such as accountants or legal advisers, where necessary to manage our business and meet our legal obligations.

We require all processors to implement appropriate technical and organisational measures to protect your personal data and to process it only for the purposes we specify. We do not sell your personal data to third parties.

We may also share personal data with public authorities or other third parties where required to do so by law or where it is necessary to establish, exercise, or defend legal claims.

Your data protection rights

Under the GDPR and applicable data protection laws, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions.

Right of access: you have the right to obtain confirmation of 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 request that inaccurate or incomplete personal data about you is corrected or updated.

Right to erasure: in certain circumstances, you may have the right to request that we delete your personal data, for example where it is no longer necessary 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 of processing: you may have the right to request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection you have raised.

Right to object: you may have the right to object to the processing of your personal data where we rely on legitimate interests as our lawful basis, including for certain types of direct marketing, if applicable.

Right to data portability: in limited circumstances, you may have the right to receive personal data you have provided to us in a structured, commonly used, machine-readable format and to transmit that data to another controller where technically feasible.

Right to withdraw consent: where we rely on your consent as the lawful basis for processing, you have the right to withdraw your consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, we may need to verify your identity before responding to your request. We aim to respond within the time periods set by applicable data protection law.

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, secure record-keeping, and staff training on data protection responsibilities.

While we take reasonable steps to protect your information, no system can be completely secure. You should take care when sharing personal data and contact us if you suspect any misuse related to our services.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any changes will take effect when the updated policy is made available. We recommend that you review this Privacy Policy periodically to stay informed about how we use your personal data.