Privacy Policy - Pimlico Movers

This Privacy Policy explains how Pimlico Movers collects, uses, stores, shares, and protects personal data. It applies to all Pimlico Movers customers in the area, including current, former, and prospective customers who request services, make enquiries, or interact with us in any way. We are committed to handling personal information lawfully, fairly, and transparently in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Pimlico Movers provides moving, delivery, and related logistics services. In the course of providing those services, we may need to process personal data about customers, property occupants, authorised representatives, and other individuals connected with a booking or service request. We act as a data controller for the personal data we determine the purposes and means of processing.

2. Data We Collect

We only collect personal data that is relevant and necessary for our services, customer support, business administration, legal obligations, and service quality. The information we may collect includes:

Identity information such as name, title, and any information used to identify you in our records.
Contact details such as address, email address, and telephone number.
Service details such as pickup and delivery addresses, move dates, property access information, inventory details, and service preferences.
Billing and payment data such as invoicing records, payment status, and transaction-related information.
Communication records such as correspondence, complaints, feedback, and service notes.
Technical and usage data such as website interaction data, device information, and basic analytics where applicable.
Special category data only where strictly necessary and lawfully permitted, for example if you voluntarily provide information needed to support a specific service arrangement or accessibility requirement. We do not seek special category data as a standard practice.

We normally collect data directly from you when you request a quote, book a service, communicate with us, complete forms, or otherwise engage with Pimlico Movers. We may also receive information from third parties where necessary to provide the service, such as landlords, estate agents, business partners, or payment providers.

3. Why We Use Your Data

We use personal data for legitimate business and legal purposes, including:

providing quotes, arranging bookings, and delivering moving services;
communicating with you about your booking, access arrangements, scheduling, and service changes;
processing payments, issuing invoices, and maintaining financial records;
handling enquiries, complaints, and service-related issues;
maintaining internal records, improving our services, and training staff;
meeting legal, tax, accounting, insurance, and regulatory obligations;
protecting our business, staff, customers, and property from fraud, misuse, or other unlawful activity.

We will not use your personal data for purposes that are incompatible with those described in this policy unless we obtain your consent or are otherwise allowed by law.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each processing activity. Depending on the context, Pimlico 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 quotes, confirming bookings, organising logistics, and completing moving services.

Legal Obligation

We may process and retain certain data to comply with legal obligations, including accounting, tax, insurance, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests or those of a third party, provided those interests are not overridden by your rights and freedoms. Legitimate interests may include service administration, business management, fraud prevention, security, quality control, and responding to customer enquiries.

Consent

Where required by law, or where no other lawful basis applies, we will rely on your consent. If we ask for consent, you may withdraw it at any time. Withdrawal of consent will not affect processing carried out before consent was withdrawn.

Vital Interests and Public Interest

These bases are unlikely to apply in most cases, but we may rely on them where necessary to protect life or comply with a legal duty in exceptional circumstances.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of data and the reason for processing. For example:

booking and service records may be kept for a reasonable period after the service ends;
financial and tax records may be kept for the period required by law;
complaint and correspondence records may be retained to resolve disputes and support service improvement;
data collected with consent will generally be kept until consent is withdrawn or the purpose ends.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We review retention practices regularly to ensure data is not kept longer than necessary.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for service delivery, legal compliance, or business operations. These third parties may act as processors or independent controllers depending on the relationship. Processors may include:

IT and cloud service providers that store or support our systems;
payment processing providers that handle transactions securely;
accounting and bookkeeping providers;
customer communications and messaging platforms;
professional advisers such as insurers, auditors, or legal advisers;
service partners involved in delivering a customer booking.

Where a third party acts as a processor, we require them to process personal data only on our instructions, implement appropriate security measures, and comply with data protection law. Where a third party is an independent controller, they will be responsible for their own privacy practices.

We do not sell your personal data. We do not disclose it to unnecessary parties. If data is transferred outside the UK or EEA, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections.

7. Data Security

We take 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 training, and limited access to data on a need-to-know basis. Although no system can be guaranteed as completely secure, we work to maintain a high level of protection and regularly review our safeguards.

8. Your Rights

You have important rights over your personal data under GDPR. Subject to legal limits and exceptions, these rights may include:

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 circumstances;
Right to restriction – to ask us to limit how we use your data in certain cases;
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;
Right to withdraw consent – where processing is based on consent;
Right to complain – to the relevant data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a request. We aim to respond within the timeframes required by law.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in a limited and lawful context connected to a service booking or household arrangement. If we become aware that we have collected data without an appropriate legal basis, we will take steps to delete or correct it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is used.

11. Summary of Our Privacy Commitment

Pimlico Movers is committed to using personal data responsibly, securely, and only when necessary. We process information lawfully, retain it for only as long as required, use trusted processors under proper safeguards, and respect your data protection rights. Our aim is to provide moving services efficiently while protecting your privacy and maintaining transparency at every stage.