Privacy Policy - Marylebone Movers

This Privacy Policy explains how Marylebone Movers collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Marylebone Movers customers in the area, including prospective customers, current customers, and individuals who contact us about our services.

1. Who we are

Marylebone Movers provides moving and related logistics services for customers in the area. In the course of delivering our services, we may process personal data about customers, their household members, business contacts, building managers, and other individuals connected with a move. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Data we collect

We only collect personal data that is necessary for the purposes described in this policy. The categories of data we may collect include:

Identity data: name, title, and any identification details needed to confirm booking or access requirements.
Contact data: address, email address, telephone number, and delivery or collection details.
Service data: information about the move, such as property size, inventory lists, access instructions, dates, and special handling requirements.
Payment data: billing information, transaction records, and invoice details. We do not store more payment information than is necessary.
Communication data: records of emails, calls, quotes, complaints, feedback, and other correspondence.
Technical data: limited information such as IP address, device type, and usage data where collected through digital services or forms.
Special category data: we do not intentionally collect sensitive personal data unless it is strictly necessary and you have provided it, or unless required by law.

We may receive some data directly from you, from someone acting on your behalf, or from third parties involved in the move, such as landlords, property managers, or business clients.

3. How we use your data

Marylebone Movers uses personal data for the following purposes:

to provide quotations and manage bookings;
to plan and carry out moving services;
to communicate with you about schedules, access, delays, or changes;
to process payments and issue invoices;
to maintain internal records and service history;
to manage complaints, claims, and customer support;
to meet legal, tax, accounting, and regulatory obligations;
to improve our services, operations, and security;
to defend or establish legal rights where needed.

We do not use your personal data for purposes that are incompatible with the original reason it was collected, unless we have a lawful basis to do so.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the activity, we rely on one or more of the following bases:

Contract

We process data where it is necessary to enter into or perform a contract with you, such as providing a quote, arranging a move, or fulfilling a booking.

Legal obligation

We may process data to comply with applicable laws, including tax, accounting, fraud prevention, and other legal 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 may include improving service quality, managing customer relationships, protecting our business, and handling operational planning.

Consent

In limited situations, we may rely on your consent, for example where it is required for optional communications or certain types of data processing. Where we rely on consent, you may withdraw it at any time.

5. Sharing and processors

We may share personal data only where necessary and with appropriate safeguards. In many cases, we use third-party service providers acting as processors on our behalf. These processors are only permitted to process data under our instructions and must protect it appropriately.

Processors and recipients may include:

IT and hosting providers: for secure storage, email, and system administration;
Payment service providers: for payment handling and fraud prevention;
Accounting and bookkeeping providers: for financial administration and compliance;
Customer communication tools: for booking updates, service notices, and records management;
Professional advisers: including legal, insurance, and auditing advisers where necessary;
Public authorities or regulators: where disclosure is required by law or to protect our legal rights.

We do not sell personal data. Where we share data with processors or other third parties, we take reasonable steps to ensure they process data securely, lawfully, and only for specified purposes.

6. International transfers

If personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision, standard contractual clauses, or another lawful transfer mechanism. We only make such transfers where necessary for service delivery or operational support.

7. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and the nature of the service.

In general:

booking and service records are retained for a period needed to manage the contract and any follow-up issues;
financial and tax records are retained for the period required by law;
communications and complaint records are retained for as long as needed to resolve the matter and protect our interests;
data no longer required is securely deleted or anonymised.

When we no longer need personal data, we take appropriate steps to dispose of it securely.

8. Data security

We use organisational and technical measures designed to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure systems, staff confidentiality obligations, and regular review of data-handling practices. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risk.

9. Your rights

As a data subject, you have several rights under the UK GDPR. These rights may be subject to conditions and legal exceptions. They include:

Right of access: you can request a copy of the personal data we hold about you;
Right to rectification: you can ask us to correct inaccurate or incomplete data;
Right to erasure: you can request deletion of your data in certain circumstances;
Right to restrict processing: you can ask us to limit how we use your data in certain cases;
Right to object: you can object to processing based on legitimate interests or direct marketing;
Right to data portability: you can request transfer of certain data in a structured, commonly used format;
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve them promptly.

10. Children’s data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is provided by an adult customer and necessary for the move. Where such information is included, it is processed only for the limited service purpose for which it was supplied.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or service arrangements. The most current version will apply to the processing of your personal data. We recommend reviewing this policy periodically to stay informed about how we handle data.

12. Summary of our commitments

Marylebone Movers is committed to handling personal data fairly, lawfully, and transparently. We collect only the data needed to provide our moving services, process it on a valid lawful basis, retain it only as long as necessary, use trusted processors with appropriate safeguards, and respect your rights under data protection law. This policy applies to all Marylebone Movers customers in the area.

By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy.