Privacy Policy
Ilford Movers Privacy Policy
This Privacy Policy explains how Ilford Movers collects, uses, stores, shares, and protects your personal data when you use our moving and related services. It applies to all Ilford Movers customers and prospective customers in our service area, including individuals, households, and business clients.
Ilford Movers acts as the data controller for the personal data described in this Privacy Policy. We are committed to complying with the UK General Data Protection Regulation and all applicable data protection laws.
1. Personal data we collect
We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of personal data we may collect include:
Identity information such as name, title, and, where relevant for business customers, job role.
Contact details such as billing and service addresses, collection and delivery addresses, and any alternative contact person details you provide.
Communication records such as enquiries, booking details, messages, complaints, feedback, and notes from our customer service interactions.
Service information such as details of your move, property access details, inventory or item descriptions, packing requirements, and any special instructions you choose to provide.
Billing and payment information such as invoice details, payment status, amounts paid and due, and basic transaction references. Ilford Movers does not store full payment card details; where card payments are used, they are handled by secure payment processors.
Technical and usage information such as basic device and browser details, visit timestamps, and pages viewed on our website. This information is generally collected using cookies or similar technologies, where permitted by law.
Voluntary marketing information such as your marketing preferences, responses to surveys, or participation in promotions if you choose to take part.
2. How and why we use your personal data
We use your personal data only where we have a lawful basis under the GDPR. The main purposes for which we use your data are:
To provide our services. We use your identity, contact, and service information to provide quotations, confirm bookings, plan and deliver moves, arrange access, manage packing or storage services, and handle any follow-up issues.
To manage our relationship with you. We process your data to communicate with you about bookings, changes or delays, terms and conditions, and important service updates, and to respond to enquiries, complaints, or claims.
To handle payments and accounts. We process billing and payment data to issue quotes and invoices, collect payments, manage refunds where necessary, and maintain accurate financial records.
To improve our services. We may use communication records, feedback, and limited technical information to monitor service quality, train staff, and improve our operational processes.
For marketing with your consent or where permitted by law. We may send you information about similar services, special offers, or updates that we believe may be of interest to you. You can opt out of marketing communications at any time.
To comply with legal obligations. We may process your data to meet our legal, regulatory, tax, or insurance obligations, including record keeping and responding to lawful requests from public authorities.
To protect our legitimate interests. We may process data where necessary to prevent fraud, secure our systems and vehicles, resolve disputes, and establish, exercise, or defend legal claims. Where we rely on legitimate interests, we balance these interests against your rights and expectations.
3. Lawful bases for processing
The lawful bases we rely on under the GDPR include:
Contract. Processing is necessary to enter into and perform a contract with you, such as when you request a quote or book a move.
Legal obligation. Processing is necessary to comply with laws that apply to us, for example in relation to tax rules, accounting, and regulatory requirements.
Legitimate interests. Processing is necessary for our legitimate business interests or those of a third party, and these are not overridden by your rights. This may include service improvement, security, fraud prevention, and handling certain customer queries.
Consent. In some cases we rely on your explicit consent, for example for certain types of direct marketing or where we collect optional information that is not necessary for the service. Where consent is the basis, you can withdraw it at any time.
4. Data retention
We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet our legal, accounting, or reporting obligations.
In general, we retain customer records, booking details, and basic contact information for a period that allows us to respond to queries, manage our relationship with you, and comply with tax and legal requirements. After the relevant retention period has expired, we will securely delete or anonymise your personal data.
The exact length of time we retain data may vary depending on the type of information, the nature of the services provided, and applicable legal obligations. Where possible we will minimise retention and regularly review our data holdings.
5. Sharing personal data and processors
Ilford Movers does not sell your personal data. We only share your information where this is necessary for the purposes set out in this Privacy Policy, or where we are legally required to do so.
We may share your data with:
Service providers acting as data processors who support our operations, such as information technology and software providers, secure payment processors, and storage or logistics partners who help us provide our services.
Professional advisers such as accountants, auditors, insurers, and legal advisers, where necessary for the management and protection of our business.
Public authorities where we are required to do so by law or where sharing is necessary to protect our rights or the rights of others.
Where we use third party processors, we ensure they are subject to appropriate contractual and security obligations and that they only process your personal data on our documented instructions.
If we ever need to transfer personal data outside the United Kingdom or European Economic Area, we will do so only where appropriate safeguards are in place, in line with data protection laws.
6. Security of your data
We take reasonable technical and organisational measures to protect your personal data from unauthorised access, accidental loss, alteration, or disclosure. These measures include controlled access to systems, staff training, and secure handling of records.
While no system can be guaranteed as completely secure, we continuously review and improve our safeguards to protect your information in line with industry standards and legal requirements.
7. Your data protection rights
Under data protection law, you have certain rights in relation to your personal data. These rights apply to all Ilford Movers customers in our service area, subject to legal limitations and conditions. Your rights include:
Right of access. You can request confirmation of whether we process your personal data and ask for a copy of the data we hold about you.
Right to rectification. You can request that we correct or update personal data that is inaccurate or incomplete.
Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected and there is no legal reason for us to keep it.
Right to restriction. You can ask us to restrict the processing of your data in specific situations, such as while we are verifying its accuracy or assessing an objection you have raised.
Right to object. You may object to processing that is based on our legitimate interests, including profiling related to those interests. You also have an absolute right to object to direct marketing.
Right to data portability. Where processing is based on consent or contract and is carried out by automated means, you may request that we provide your data in a commonly used, machine-readable format, or transfer it to another controller where technically feasible.
Right to withdraw consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.
To exercise any of these rights, you can contact Ilford Movers using the contact methods made available on our website or in your service documents. We may need to verify your identity before responding to your request.
8. Complaints
If you have concerns about how we handle your personal data, we encourage you to contact us first so that we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom.
9. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply to all Ilford Movers customers and prospective customers in our service area from the date it is published. We encourage you to review this Privacy Policy periodically so that you remain informed about how we protect your personal data.
