Privacy Policy - Colliers Wood Movers

This Privacy Policy explains how Colliers Wood Movers collects, uses, stores, shares, and protects personal data. It applies to all Colliers Wood Movers customers in the Colliers Wood area, including people who request quotes, book services, receive moving assistance, or communicate with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to customers, prospective customers, household members, business clients, and any other individuals whose personal data we receive in connection with our moving services. It also applies where personal data is supplied by a third party, such as a family member, property manager, estate agent, landlord, or business contact acting on behalf of a customer.

2. Personal data we collect

We only collect data that is relevant and necessary for arranging and delivering our services. Depending on the nature of the enquiry or booking, we may collect the following categories of information:

Identity data, such as name, title, and company name where applicable
Contact data, such as address, email address, and telephone number
Service data, such as details of the property, moving date, access arrangements, inventory lists, and delivery requirements
Payment and billing data, such as invoicing details, payment status, and transaction records
Communication data, including emails, messages, call notes, and records of enquiries or complaints
Technical data, such as basic device or browser information if collected through digital systems used to manage enquiries
Special category data only where strictly necessary and provided by you, for example information about health or accessibility needs that affect the moving process

We do not intentionally collect more information than is needed. If you choose not to provide certain information, we may not be able to provide some services or complete a booking properly.

3. How we use personal data

We use personal data for the following purposes:

To respond to enquiries and provide quotations
To manage bookings and deliver moving services
To arrange access, scheduling, and logistics
To process payments, invoices, and refunds where applicable
To communicate with customers before, during, and after a move
To keep records of jobs, customer preferences, and service history
To handle complaints, claims, and dispute resolution
To meet legal, accounting, insurance, and regulatory obligations
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity

We may also use data to improve our services, monitor performance, and maintain internal administrative records. We will only use your data for a new purpose where that purpose is compatible with the original reason it was collected, or where another lawful basis applies.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each processing activity. Colliers Wood Movers relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, planning your move, and completing the service you have requested.

Legal obligation

We may process data where required to comply with legal obligations, such as tax, accounting, record-keeping, insurance, or other regulatory requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This can include maintaining customer records, preventing fraud, improving service quality, and protecting our operations. We carry out a balancing test where required.

Consent

Where consent is needed, for example for certain optional communications or where special category data is processed without another lawful basis, we will ask for it clearly and separately. You can withdraw consent at any time, although this will not affect processing that has already taken place lawfully.

5. Sharing personal data and processors

We do not sell personal data. We may share personal data only when necessary and appropriate for business operations, legal compliance, or service delivery. Where third parties process data on our behalf, they act as processors and are required to handle data only under our instructions and with appropriate security measures.

Typical categories of processors may include:

IT and hosting providers that store data or support our systems
Email and communication service providers that enable customer correspondence
Accounting and invoicing processors that support billing and financial administration
Payment service providers that handle transactions securely
Customer relationship management tools used to organise enquiries and bookings
Professional advisers, including accountants, insurers, and legal advisers where necessary

We may also share personal data with public authorities, regulators, courts, or law enforcement where required by law or where disclosure is necessary to protect legal rights. If any data is transferred outside the UK, we will ensure suitable safeguards are in place, such as an adequacy decision or approved contractual protections.

6. Data retention

We retain personal data only for as long as necessary for the purpose for which it was collected, and in line with legal, tax, insurance, and business requirements. Retention periods vary depending on the type of record and the purpose of processing.

Quotation and enquiry records may be kept for a limited period to manage follow-up enquiries and business administration
Customer and service records may be kept for the duration of the service relationship and a reasonable period after completion
Financial and tax records are retained for the period required by law
Complaint, claim, and dispute records may be retained for longer where necessary to establish, exercise, or defend legal claims

When personal data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in a safe manner. We review retention periodically to ensure information is not kept longer than necessary.

7. Data security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting access to those who need the information to perform their role. Although no system can be guaranteed completely secure, we work to protect data at a level that is appropriate to the risks involved.

8. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the lawful basis used:

Right of access – to request a copy of the personal data we hold about you
Right to rectification – to ask us to correct inaccurate or incomplete data
Right to erasure – to request deletion of your data in certain situations
Right to restrict processing – to ask us to limit use of your data in certain cases
Right to data portability – to request transfer of data you provided to us, where applicable
Right to object – to object to processing based on legitimate interests or direct marketing
Right to withdraw consent – where processing is based on consent

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the issue promptly.

9. Children’s data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is incidental and necessary for service arrangements, such as a household move. Where we become aware that we have collected information from a child inappropriately, we will take reasonable steps to delete it.

10. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data practices. Any revised version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically so you remain informed about how your data is handled.

11. Summary of our commitment

Colliers Wood Movers is committed to protecting personal data and respecting privacy rights. We collect only what is necessary, use it only for clear and lawful purposes, share it only with trusted processors or when required by law, and keep it only for as long as needed. Our goal is to provide reliable moving services while maintaining a careful, lawful, and transparent approach to data protection for all customers in the Colliers Wood area.