Privacy Policy - Brent Movers

This Privacy Policy explains how Brent Movers collects, uses, stores, shares, and protects personal data when providing moving and related services. It applies to all Brent Movers customers in our service area, including individuals, households, business clients, and anyone who interacts with us in connection with a booking, enquiry, quotation, survey, move, or customer support request.

1. Who we are

Brent Movers acts as a data controller for the personal data we process in the course of delivering our services. This means we determine the purposes and means of processing personal data for our business operations, subject to applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

We are committed to handling personal data lawfully, fairly, and transparently. We only collect information that is necessary for legitimate business purposes and take appropriate technical and organisational measures to keep it secure.

2. Personal data we collect

We may collect and process the following categories of personal data:

Identity information: name, title, and any relevant business or household contact names.
Contact information: address, email address, and telephone number.
Service details: moving dates, property access details, inventory information, special handling requirements, and service preferences.
Payment and billing information: records related to invoices, payments, refunds, and transaction history.
Communication records: correspondence, notes from calls or messages, and service feedback.
Technical information: limited information such as device details, browser type, and log data if you interact with our digital systems.
Special category data: we do not routinely collect this. If you voluntarily provide information revealing health, accessibility, or other sensitive needs, we will only process it where necessary and permitted by law.

We do not seek unnecessary personal data. If you provide information that is not required for our services, we will treat it with care and limit its use to the purpose for which it was shared.

3. How we use personal data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, manage, and deliver moving services.
To communicate about bookings, schedules, access, and service updates.
To prepare invoices, process payments, and manage accounts.
To maintain records of work completed and customer instructions.
To handle complaints, claims, or disputes.
To comply with legal, regulatory, tax, and accounting obligations.
To improve our services, operations, and customer experience.
To protect against fraud, misuse, or unlawful activity.

We only use personal data for the purposes described in this policy or for purposes that are compatible with those purposes.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process personal data. Brent Movers relies on the following lawful bases, depending on the activity:

4.1 Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, organising the move, and completing the services requested.

4.2 Legal obligation

We may process personal data where necessary to comply with legal obligations, such as record-keeping requirements, tax rules, accounting obligations, or lawful requests from authorities.

4.3 Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This can include service improvement, business administration, fraud prevention, customer support, and internal record management.

4.4 Consent

Where required, we will rely on your consent. If we ask for consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

4.5 Vital interests and legal claims

In exceptional circumstances, we may process data to protect vital interests or to establish, exercise, or defend legal claims.

5. Sharing personal data and processors

We may share personal data with trusted third parties who act as processors on our behalf. These parties only process data according to our instructions and for the purposes specified by us.

Typical processors may include:

Payment service providers for handling card or electronic payments.
Accounting and bookkeeping providers for invoicing and financial record management.
IT and cloud service providers for secure storage, communication systems, and business operations.
Scheduling or customer management tools used to organise bookings and service delivery.
Professional advisers such as accountants, insurers, or legal advisers where necessary.
Regulatory, tax, or law enforcement bodies where disclosure is required by law.

We require processors to implement appropriate security measures and to protect your data in accordance with applicable law. We do not sell personal data.

Where personal data is shared, we limit it to what is necessary for the relevant task.

6. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of data and the purpose for which it is used.

Customer and booking records may be retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records may be retained for the period required by law.
Correspondence and complaint records may be kept for as long as needed to resolve issues and support our legitimate interests.
Technical logs and operational data are typically kept for shorter periods unless needed for security or legal reasons.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Security of personal data

We use appropriate safeguards to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and regular review of our procedures.

Although no system can be guaranteed completely secure, we take reasonable steps to reduce risk and to respond promptly if an incident occurs.

8. Your rights

As a data subject, you have a number of rights under data protection law. Subject to legal limitations, these may include the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete data.
Erase your data in certain circumstances.
Restrict our processing in certain circumstances.
Object to processing based on legitimate interests or direct marketing.
Data portability where processing is based on consent or contract and carried out by automated means.
Withdraw consent where processing is based on consent.

You also have the right to be informed about how we use your data and the right to lodge a complaint with the relevant data protection supervisory authority if you believe your rights have been infringed.

We will not treat you unfairly for exercising your rights.

9. Children

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is provided by an adult customer in connection with a move or household arrangement and only where necessary for service delivery.

10. International transfers

If any processor or service provider stores or accesses data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place as required by law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or operational practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically.

12. Summary of our commitments

We collect only the personal data needed to provide our services.
We process data on lawful bases including contract, legal obligation, legitimate interests, and consent where applicable.
We share data only with trusted processors and only when necessary.
We keep personal data only for as long as needed and delete it securely when no longer required.
We respect your rights and aim to handle all data fairly, securely, and transparently.

By using Brent Movers services, you acknowledge that your personal data will be handled in accordance with this Privacy Policy and applicable data protection laws.