Privacy Policy
Hackney Movers Data Protection and Privacy Policy
This Privacy Policy explains how Hackney Movers collects, uses, stores and protects personal data about customers and prospective customers in the Hackney area. It also sets out your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all services provided by Hackney Movers to individuals and businesses in the Hackney area, including bookings, quotations and enquiries made online, by message or in person.
Who we are and scope of this policy
Hackney Movers is a removals and related services provider operating in the Hackney area. For the purposes of data protection law, Hackney Movers is the data controller for the personal information described in this Privacy Policy. This means we determine how and why your personal data is processed when you engage with us as a customer, prospective customer, supplier or other contact.
This Privacy Policy covers the personal data we process when you use our services, contact us for a quotation, visit our premises, or otherwise interact with Hackney Movers in the Hackney area.
What personal data we collect
We collect and process different categories of personal data depending on how you engage with us. This may include:
Identification and contact details, such as your name, postal address, service address, billing address and preferred contact details. Account and booking information, such as booking references, service history, move details, instructions and notes related to your move. Communication records, such as enquiries, complaints, feedback and correspondence with our team. Payment related information, such as payment status, method used and transaction details. We do not store full payment card numbers; these are processed by our chosen payment processors. Operational information, such as access instructions, parking details, property layout information relevant to the move, and inventory lists that may incidentally contain personal data. Marketing preferences, such as whether you wish to receive updates or offers from us, and your communication preferences. Technical and usage data when you visit our online services, which may include IP address, device information, browser type and how you navigate our online content.
We generally collect personal data directly from you. In some cases we may receive personal data from third parties, for example from comparison or referral partners when you request a quotation, or from business partners where they arrange a move on your behalf.
Lawful bases for processing your data
We process your personal data only where we have a lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:
Contract: We process your personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, confirming bookings, carrying out removals and related services, communicating about your booking and handling payments.
Legal obligation: We may process your personal data to comply with legal and regulatory obligations, such as record keeping, tax obligations and responding to requests from regulators or law enforcement where we are legally required to do so.
Legitimate interests: We may process your personal data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. This can include managing and improving our services, ensuring the security of our operations, handling queries and complaints, preventing fraud and pursuing or defending legal claims.
Consent: In limited situations we rely on your consent, for example for certain types of marketing communications or where we wish to use optional information you choose to provide. Where we rely on consent, you can withdraw it at any time by contacting us or following the instructions in the communication you receive.
How we use your personal data
We use the personal data we collect for the following purposes:
To provide removals and related services in the Hackney area, including quotations, planning and executing moves and coordinating with you and any relevant third parties. To manage our relationship with you, including handling enquiries, updating you about your booking, responding to feedback and administering your account or records. To process payments, issue invoices, manage refunds and keep appropriate financial records. To manage and improve our services, including service quality monitoring, internal reporting, staff training and service development. To send you service messages that are necessary for the performance of our contract with you, such as booking confirmations and important updates about your move. To send you marketing communications about our services where you have given consent or where we are permitted to do so by law. You can opt out of marketing at any time. To ensure the safety and security of our staff, customers and property and to prevent and detect abuse, fraud or other unlawful activity. To comply with legal obligations and to establish, exercise or defend legal claims.
Data processors and sharing of personal data
We may share your personal data with trusted third parties who act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and data protection law, and they must implement appropriate security measures. Typical categories of processors we use include payment processing providers, IT and cloud service providers, booking and scheduling software providers, customer relationship management and communications providers, and professional advisers such as accountants or legal advisers where necessary.
In some cases we may share information with other independent data controllers where necessary for the performance of our services or where required by law. This can include insurers, local authorities for parking permissions or access arrangements, and regulatory or law enforcement bodies where we are legally required to share information.
We do not sell your personal data. Where we transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent protections, in line with data protection law.
Data retention
We retain your personal data only for as long as necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, accounting or reporting requirements. The length of time we keep your data depends on factors such as the nature of the information, our contractual relationship with you and any legal obligations.
In general, booking and service records are retained for a period that allows us to address queries and legal claims relating to the services provided. Financial and invoice records are kept for the period required by tax and accounting rules. Marketing information is kept until you opt out or until it is clear that you are no longer engaging with our communications, after which it will be deleted or anonymised. When personal data is no longer required, we will securely delete or anonymise it.
Security of your personal data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage and appropriate staff training. While we strive to protect your personal data, no system can be guaranteed to be completely secure. We have procedures in place to deal with suspected data breaches and will notify you and any applicable regulator where we are legally required to do so.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data. These rights apply subject to certain conditions and exemptions. They include the right to access your personal data and receive information about how it is processed, the right to request correction of inaccurate or incomplete data, the right to request erasure of your personal data where there is no good reason for us to continue processing it, the right to request restriction of processing in certain circumstances, the right to object to processing that is based on our legitimate interests or for direct marketing, the right to data portability in relation to information you have provided to us where the processing is based on consent or contract and is carried out by automated means, and the right to withdraw consent where we rely on consent as our lawful basis for processing.
If you wish to exercise any of these rights, you can contact us using the contact details provided on our main customer information materials or via our usual customer service channels in the Hackney area. We may need to verify your identity before responding and will respond within the time limits set by law.
Complaints and contacting the regulator
If you have concerns about how we handle your personal data, you can raise them with us and we will do our best to address them. You also have the right to lodge a complaint with the UK data protection regulator, the Information Commissioner's Office, if you believe your data protection rights have been infringed. Details on how to contact the regulator are available from official government and regulator resources.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. When we make significant changes, we will take appropriate steps to bring them to your attention. The most recent version of this Privacy Policy will always apply to the personal data we hold about you as a Hackney Movers customer in the Hackney area.
