Privacy Policy - Movers Bow

Effective date: This Privacy Policy applies to all Movers Bow customers in the area and explains how personal data is collected, used, stored, shared, and protected when you use our moving and related services.

Movers Bow is committed to handling personal data fairly, transparently, and in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to all customers, prospective customers, and other individuals in the area who interact with Movers Bow in connection with quotes, bookings, home surveys, removals, storage coordination, packing, deliveries, or customer support. It also applies where we process data for business-to-business relocations involving named employees, representatives, or contact persons.

2. Personal data we collect

We collect only the personal data we need to provide our services, manage operations, and meet legal obligations. The categories of data may include:

Identity data: name, title, and where relevant, business name or account reference.
Contact data: address, email address, and telephone number.
Service information: moving dates, property details, inventory lists, access notes, and special handling requests.
Payment data: billing details and transaction records, although card processing may be handled by a secure third-party payment provider.
Communication data: enquiries, complaints, feedback, and correspondence.
Technical data: basic information such as device type, browser data, and usage patterns where relevant to our systems and security controls.
Special category data: only where necessary and usually indirectly, for example if you voluntarily share health or access needs so we can plan a safe move. Where this occurs, we apply extra protections.

We do not seek to collect unnecessary personal data. If you choose not to provide certain information, we may still be able to assist you, but some services may be limited.

3. How we use your personal data

We use personal data to:

provide quotes and assess service requirements;
book, manage, and complete removals, packing, storage, and delivery services;
communicate about schedules, access arrangements, and service changes;
process invoices and payments;
respond to questions, complaints, and claims;
maintain records, improve service quality, and support training;
meet legal, accounting, insurance, and regulatory obligations;
protect against fraud, misuse, or security incidents.

We only use data in ways that are necessary and proportionate.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each use of personal data. We rely on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes you request, delivering moving services, handling payments, and completing agreed work.

Legal obligation

We process data when required to comply with legal duties, including tax, accounting, health and safety, insurance, or record-keeping requirements.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided your rights and interests do not override those interests. This may include improving operations, preventing fraud, managing claims, protecting systems, and maintaining internal records.

Consent

In limited circumstances, we rely on consent, for example where you choose to receive certain optional communications or where special category data is supplied voluntarily and consent is the most appropriate basis. You may withdraw consent at any time where it applies.

Vital interests

In rare situations, we may process personal data to protect someone’s vital interests, such as if urgent safety concerns arise during a move.

5. Sharing your data and processors

We may share personal data with trusted third parties who support our operations. These parties act as processors or, in some cases, independent controllers. We only share what is necessary and require appropriate safeguards.

Examples of processors may include:

IT and cloud service providers that host systems, email, file storage, and back-office tools;
payment service providers that handle secure payment processing;
accounting and invoicing providers that help with financial administration;
customer relationship management providers that store service records and communication logs;
insurance and claims support providers that assist with risk management and claim handling;
subcontracted movers or logistics partners engaged to carry out parts of the service;
professional advisers such as lawyers, auditors, or insurers where needed.

Processors may only use personal data on our instructions and must implement suitable technical and organisational measures to protect it. We do not sell personal data.

6. International transfers

Where any processor stores or accesses data outside the UK, we ensure that appropriate transfer safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful mechanisms. These measures are designed to protect your data to a standard consistent with UK data protection requirements.

7. Data retention

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

Quotation and enquiry data: retained for a limited period after the enquiry, unless it becomes part of a customer record.
Contract and service records: retained for the duration of the relationship and for a further period needed to address disputes, claims, or compliance needs.
Financial and tax records: retained for the period required by law.
Complaint and claims data: retained for as long as needed to resolve the matter and document the outcome.

When data is no longer required, it is securely deleted, anonymised, or archived in accordance with our retention practices.

8. Security of your information

We use reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access, secure storage, staff confidentiality obligations, and supplier due diligence. While no system can be guaranteed fully secure, we work to reduce risks and respond appropriately to incidents.

9. Your rights

Depending on your location and the circumstances of processing, you may have the following rights under data protection law:

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 restriction: to ask us to limit processing in certain circumstances.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to be informed about how your data is used and to raise concerns if you believe your rights are not being respected. In some cases, legal exceptions may limit these rights.

10. Children’s data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to a household move and necessary for the service. If such information is processed, it is handled with care and only for the relevant service purpose.

11. Marketing communications

Where allowed by law, we may contact you with service updates or occasional information about our offerings. You can object to marketing at any time where it is based on legitimate interests or opt out where consent was given. We will respect your choices.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, services, or data handling practices. Any updated version will apply from the date of publication or notice, as appropriate. We encourage you to review this policy periodically.

13. How complaints are handled

If you have concerns about how your personal data is handled, we will aim to address them promptly and fairly. You may also have the right to raise a complaint with the UK Information Commissioner’s Office or another relevant supervisory authority if you remain dissatisfied.

Summary: Movers Bow processes customer data lawfully, securely, and only as needed for services, compliance, and support, with clear rights, retention limits, and processor safeguards.