Privacy Policy
Elephant and Castle Movers Privacy Policy
This Privacy Policy explains how Elephant and Castle Movers collects, uses, stores and protects personal data relating to our customers in the Elephant and Castle area and surrounding locations. It also describes your rights under the UK General Data Protection Regulation and other applicable data protection laws.
This Privacy Policy applies to all customers and prospective customers who use our removal, packing, storage or related services, whether you contact us online, by post, or in person.
Who we are and scope of this policy
Elephant and Castle Movers is the organisation responsible for deciding how and why your personal data is processed, and acts as the data controller for the purposes of applicable data protection laws. This Privacy Policy applies to all Elephant and Castle Movers customers in our operating area, including individuals and business contacts who engage us to provide moving and related services.
Personal data we collect
We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data we may collect include:
Identification and contact details, such as your name, postal address, service addresses for collection and delivery, and other basic contact information you provide so we can communicate with you and deliver our services.
Service and booking information, such as details of the move, property type, access information, inventory details, dates and times of services, special instructions, and any notes relating to your booking.
Billing and payment information, such as billing address and payment-related details necessary to process your transactions. Where payments are processed through third-party payment providers, we do not receive or store full card information, but we may receive transaction confirmations and references.
Communication records, such as emails, written correspondence and notes of telephone conversations relating to your enquiries, bookings, feedback or complaints.
Website and usage information, such as technical information from your device and basic analytics data if you use our website, including pages visited, time spent and similar usage statistics collected through standard technologies.
Any other information you choose to provide to us that is necessary to arrange and complete your move or associated services.
How we collect your data
We collect personal data directly from you when you request a quote, make a booking, enter into a contract with us, contact us with a query, provide feedback, or complete forms on our website.
We may also receive limited personal data about you from third parties where this is necessary to provide our services, for example from comparison websites, letting agents, or business partners that refer you to us. In all such cases, we only process data that is relevant and necessary for the purpose for which it was obtained.
Lawful basis for processing your data
We rely on the following lawful bases under data protection law to process your personal data:
Contractual necessity: We process your personal data where this is necessary to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotes, confirming bookings, delivering moving services and handling related administration.
Legitimate interests: We process personal data where this is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This includes managing and improving our services, maintaining business records, preventing fraud, and defending or exercising legal claims.
Legal obligations: We process personal data where we are required to do so to comply with legal and regulatory obligations, such as tax, accounting and reporting requirements.
Consent: In limited cases, we may rely on your consent, for example for certain types of optional communications or where we wish to use your details for a new purpose not covered by another lawful basis. Where we rely on consent, you can withdraw it at any time.
How we use your personal data
We use your personal data to:
Provide, manage and fulfil your bookings for moving, packing, storage and related services.
Prepare quotes and respond to your enquiries and requests.
Communicate with you about your booking, including confirmations, reminders and updates.
Manage billing, process payments and maintain financial records.
Handle complaints, resolve disputes and manage our relationship with you.
Improve our services, operations and customer experience, including through internal analysis and quality checks.
Comply with legal and regulatory obligations and cooperate with regulators and law enforcement where required by law.
Data sharing and use of processors
We do not sell your personal data. We may share your personal data with selected third parties where this is necessary for the purposes set out in this Privacy Policy and permitted by law.
We may share your data with our service providers that act as data processors on our behalf. These may include providers of information technology and system administration services, payment processing providers, secure document and data storage providers, and professional advisers such as accountants or legal advisers. These processors are only allowed to use your personal data to provide services to us and must keep it secure and confidential in line with our instructions and applicable data protection law.
In limited situations, we may share personal data with other data controllers, such as insurers, banks or law enforcement authorities, where required by law or where necessary to protect our rights or the rights of others.
Where personal data is transferred outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place to protect your data in accordance with legal requirements.
Data retention and storage
We retain your personal data for as long as is necessary for the purposes for which it was collected, and to meet legal, accounting and reporting requirements.
In general, we will keep records relating to contracts, bookings and invoices for a period that enables us to comply with tax and financial reporting obligations and to respond to any queries about previous services. Communication records and quotation details may be kept for a period that allows us to manage our relationship with you and maintain business records.
When personal data is no longer required for these purposes, we will securely delete or anonymise it so that it can no longer be associated with you.
How we protect your data
We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration or disclosure. These measures include control of access to our systems, use of secure storage and processes, staff training and regular review of our security controls.
While we make every effort to protect your personal data, no method of transmission or storage is completely secure. You should take care when sharing personal data with us and contact us if you have any concerns about the security of your information.
Your data protection rights
Under data protection law, you have several important rights in relation to your personal data. These rights apply to all Elephant and Castle Movers customers in our operating area, subject to certain limitations and exemptions set out in the law. Your rights include:
The right to access your personal data and to receive a copy of the information we hold about you, together with certain details about how we use it.
The right to request correction of inaccurate or incomplete personal data that we hold about you.
The right to request deletion of your personal data in certain circumstances, for example where the data is no longer needed for the purposes for which it was collected and there is no legal reason for us to continue to process it.
The right to object to processing of your personal data where we are relying on legitimate interests and you believe that your fundamental rights and freedoms outweigh those interests.
The right to request restriction of processing of your personal data in certain circumstances, for example while we verify the accuracy of data you believe is incorrect.
The right to request the transfer of certain personal data to you or to a third party in a structured, commonly used and machine-readable format where the processing is based on consent or contract and is carried out by automated means.
Where we rely on consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing that took place before it was withdrawn.
Exercising your rights and complaints
If you wish to exercise any of your rights, or if you have questions or concerns about how we handle your personal data, you can contact us using our usual contact methods described on our customer documentation or website. We will respond to your request in accordance with applicable legal time limits and may need to verify your identity before we can act on your request.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are unhappy with how we have handled your personal data. We encourage you to contact us first so we can seek to resolve any concerns directly.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data or legal requirements. We will make updated versions available and indicate the date of the most recent revision. We recommend that you review this Privacy Policy periodically to stay informed about how we protect your personal data.
