Privacy Policy

Paddington Movers Privacy Policy

This Privacy Policy explains how Paddington Movers collects, uses, stores and protects personal data when providing moving and related services. It applies to all Paddington Movers customers and prospective customers within our service area, as well as visitors who interact with us offline or through our online channels. We are committed to handling your personal data in accordance with the General Data Protection Regulation and applicable data protection laws.

Data Controller

Paddington Movers is the data controller for the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with data protection laws.

Types of Personal Data We Collect

We may collect and process the following categories of personal data about you, depending on how you interact with us and which services you use:

Identity and contact details such as name, title, postal address, billing address, service address, and contact details such as city and postcode.

Service and booking information such as dates and times of moves, collection and delivery addresses, access details, property type, inventory lists or volume estimates, parking or entry instructions, and any special handling requirements.

Communication data such as enquiries, call notes, messages, feedback, complaints, and any other information you choose to provide when contacting us.

Payment and billing information such as transaction details, payment method type and billing records. We do not store full card details when payments are processed by secure third party payment processors.

Usage and technical data where applicable, such as information about how you interact with our online content, including date and time of access, pages viewed and basic device information. This may be collected using cookies or similar technologies where permitted by law.

Sensitive or special category data is not routinely collected. If you provide such information voluntarily and it is strictly necessary for the provision of our services, we will only process it with an appropriate lawful basis and additional safeguards.

How We Collect Your Data

We collect personal data directly from you when you request a quotation, make a booking, enter into a contract with us, communicate with us by any means, complete forms, or provide feedback. We may also obtain data from third parties where necessary to perform a contract with you, such as building managers, landlords or estate agents who provide access details or contact information related to your move, always in line with data protection requirements.

Lawful Bases for Processing

We process your personal data only when we have a lawful basis under the GDPR. The main lawful bases we rely on are:

Contract: To take steps at your request before entering into a contract and to perform a contract with you, including providing quotations, confirming bookings, carrying out moves, and handling payments and invoices.

Legal obligation: To comply with legal and regulatory requirements, such as tax, accounting and insurance obligations, record-keeping duties or responding to lawful requests from public authorities.

Legitimate interests: To pursue our legitimate interests in operating and improving our business, including managing customer relationships, ensuring the security of our staff and property, preventing fraud, improving our services, and handling queries or complaints. We balance these interests against your rights and freedoms and will not rely on this basis where your interests override ours.

Consent: In limited situations, such as for certain types of marketing communications or non-essential cookies, we may rely on your consent. Where processing is based on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Purposes for Which We Use Personal Data

We use your personal data for the following purposes:

To provide quotations, confirm availability and supply moving and related services that you request.

To manage and administer your bookings, including arranging logistics, planning routes, coordinating staff and vehicles, and providing customer support before, during and after your move.

To process payments, issue invoices and credit notes, and maintain financial and accounting records.

To communicate with you regarding your move, respond to enquiries, handle complaints and gather feedback to improve our services.

To manage risk, detect and prevent fraud or misuse of our services, and ensure the safety of our teams and customers.

To comply with legal obligations and cooperate with regulatory or law enforcement requests when legally required.

To carry out internal reporting, service development and quality assurance, using aggregated or pseudonymised data where possible.

Data Sharing and Processors

We may share your personal data with trusted third parties where necessary and lawful, including:

Service providers and business partners who act as data processors on our behalf and provide services such as payment processing, secure data hosting, customer relationship management systems, route planning tools, communication platforms, and document storage.

Professional advisers including accountants, auditors, legal advisers and insurers who require access to data in the course of providing their services.

Public authorities, regulators and law enforcement agencies where we are required to disclose personal data by law or in order to protect our legal rights or the safety of individuals.

Any such processors are only permitted to process your personal data on our documented instructions, must keep it secure, and are not allowed to use it for their own purposes. We do not sell your personal data to third parties.

International Transfers

Where we engage processors or service providers located outside the United Kingdom or European Economic Area, or where data is stored on servers located in other jurisdictions, we ensure that appropriate safeguards are in place. These may include adequacy decisions, standard contractual clauses or equivalent mechanisms required by data protection law to protect your rights.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements.

In general, we keep customer records, booking information and related correspondence for a period that allows us to manage our relationship with you, deal with any complaints or disputes, and meet our legal obligations. After the relevant retention period has expired, personal data will be securely deleted, anonymised or archived where permitted.

Retention periods may vary depending on the type of data and applicable legal requirements, for example longer retention obligations for tax or insurance records.

Data Security

We implement appropriate technical and organisational measures designed to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. Measures may include access controls, encryption or pseudonymisation where appropriate, regular review of security practices, staff training and contractual obligations for processors. While no system can be completely secure, we continually work to safeguard your information and review our security arrangements.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, along with information about how it is used.

Right to rectification: You can request that inaccurate or incomplete personal data be corrected or updated.

Right to erasure: In some circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or assess an objection.

Right to object: Where we process your personal data based on legitimate interests or for direct marketing, you may object to such processing. We will then stop processing unless we have compelling legitimate grounds or it is required for legal claims.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used and machine-readable format or transmit it to another controller where technically feasible.

Right to withdraw consent: Where processing is based on your consent, you may withdraw that consent at any time, without affecting the lawfulness of processing before withdrawal.

Exercising Your Rights and Complaints

If you wish to exercise any of your data protection rights or have questions about how we handle your personal data, you can contact us using the details provided on our website or in your service documentation. We will respond to your request in accordance with legal time limits and may need to verify your identity before taking action.

You also have the right to lodge a complaint with a supervisory authority if you believe that your data protection rights have been infringed. You are encouraged to contact us first so that we can try to resolve any concerns directly.

Scope and Updates to This Policy

This Privacy Policy applies to all Paddington Movers customers and prospective customers in our service area, and to individuals who interact with us in connection with our moving and related services. We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or operational needs. Any changes will take effect when the updated policy is made available. You should review this Privacy Policy periodically to stay informed about how we process your personal data.