Privacy Policy
This Privacy Policy explains how Reliable Moving Services Limited collects, uses, stores, and protects your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1 Who We Are
Data Controller: Reliable Moving Services Limited
Company Number: 16410670
Registered Address: Challenge Court, Langhorn Drive, Twickenham, TW2 7SY, United Kingdom
Telephone: +44 7586 916 120
Email: info@reliablemovingservices.co.uk
Website: reliablemovingservices.co.uk
Reliable Moving Services Limited is the Data Controller responsible for your personal data. This means we determine how and why your personal data is processed.
2 Data We Collect
We collect the following categories of personal data:
Identity & Contact Data
- Full name
- Email address
- Phone number (including WhatsApp if used)
Booking & Service Data
- Collection and delivery addresses
- Moving date and time
- Details of goods to be moved
- Special instructions or access requirements
- Booking reference number
Payment Data
- Transaction reference numbers
- Payment method used (card, PayPal, Klarna)
- Billing details as required by payment processors
We do not store full card numbers or CVV codes. All card payments are processed securely by our payment providers.
Technical & Usage Data
- IP address
- Browser type and version
- Pages visited and time spent on our website
- Referring website or search term
- Cookie identifiers
Communications Data
- Emails, SMS messages, or WhatsApp messages exchanged with us
- Records of telephone calls where applicable
- Customer service enquiries and complaints
3 How We Collect Your Data
When you place a booking online, call us, send an email, or contact us via WhatsApp or SMS.
When you visit our website, we automatically collect technical data via cookies and analytics tools.
Stripe, PayPal, and Klarna may share transaction confirmation data with us when you complete a payment.
If you contact us via social media (Facebook, Instagram), we may receive your public profile information.
4 Why We Use Your Data
We use your personal data for the following purposes:
- To process and confirm your booking — including sending confirmation emails and booking details;
- To provide the removal service — our team uses your addresses and booking details to carry out your move;
- To process payment — we share necessary data with our payment processors to complete transactions;
- To communicate with you — regarding your booking, changes, delays, or post-move queries;
- To handle complaints and claims — if you report damage or raise a dispute;
- To comply with legal obligations — including tax, accounting, and fraud prevention;
- To improve our services — using anonymised analytics to understand how customers use our website;
- To send service-related notifications — such as reminders about your upcoming move date.
We do not sell your personal data to third parties. We do not use your data for automated decision-making or profiling.
5 Legal Basis for Processing
Under UK GDPR, we must have a valid legal basis to process your personal data. We rely on the following:
Processing your booking details and delivering the removal service you have paid for.
Keeping financial records for HMRC, fraud prevention, and compliance with UK law.
Improving our services, preventing fraud, and ensuring the safety of our team and customers.
Sending marketing communications — only where you have explicitly opted in. You may withdraw consent at any time.
6 Who We Share Your Data With
We only share your personal data where necessary and with trusted parties:
Payment Processors
To process your payment securely. These providers have their own privacy policies and are responsible for the data they collect.
Website & Platform Providers
Our website and booking platform are hosted and managed through these services.
Analytics Providers
We use anonymised analytics to understand website usage. No personally identifiable data is shared.
Legal & Regulatory Bodies
We may disclose your data to HMRC, law enforcement, or regulatory authorities where required by law.
7 International Data Transfers
Some of our service providers — including Google and PayPal — may process data outside the United Kingdom. Where this occurs, we ensure that appropriate safeguards are in place, such as:
- Standard Contractual Clauses approved by the UK Information Commissioner's Office (ICO);
- Transfers to countries with an adequacy decision from the UK government;
- Providers certified under recognised data protection frameworks.
8 How Long We Keep Your Data
Retained for 6 years from the date of your booking, as required by HMRC and UK accounting rules.
Retained for 6 years from the date of resolution, in case of legal proceedings.
Retained until you withdraw your consent or unsubscribe. We will not contact you for marketing without your permission.
Anonymised analytics data is retained for 26 months in line with Google Analytics default settings.
Once the retention period expires, we securely delete or anonymise your data.
9 Cookies
Our website uses cookies — small text files stored on your device — to make the site work properly and to help us understand how it is used.
Types of Cookies We Use
Required for the website to function, including the booking system, shopping cart, and secure login. Cannot be disabled.
Google Analytics cookies that help us understand how visitors use our website. Data is anonymised.
Set by Stripe, PayPal, and Klarna to enable secure payment processing and fraud prevention.
Remember your settings and preferences, such as language and location, to improve your experience.
Managing Cookies
You can control and delete cookies through your browser settings. Disabling non-essential cookies will not prevent you from using our website, though some features may be affected.
10 Your Rights Under UK GDPR
You have the following rights regarding your personal data:
Request a copy of the personal data we hold about you (Subject Access Request).
Ask us to correct inaccurate or incomplete personal data we hold about you.
Ask us to delete your personal data where there is no legitimate reason for us to continue processing it.
Ask us to suspend processing of your data in certain circumstances, such as while a complaint is investigated.
Request your data in a structured, machine-readable format so you can transfer it to another provider.
Object to processing based on legitimate interests or for direct marketing purposes.
Where processing is based on your consent, you may withdraw it at any time without affecting prior processing.
You have the right not to be subject to decisions made solely by automated processing that significantly affect you.
We do not use automated decision-making or profiling that produces legal or similarly significant effects.
11 How to Exercise Your Rights
To exercise any of your rights, please contact us using the details below. We will respond within one calendar month of receiving your request, as required by UK GDPR.
Email: info@reliablemovingservices.co.uk
Telephone: +44 7586 916 120
Post: Reliable Moving Services Limited, Challenge Court, Langhorn Drive, Twickenham, TW2 7SY
We may need to verify your identity before processing your request. This is to protect your personal data and prevent unauthorised access.
12 Complaints
If you are unhappy with how we have handled your personal data, please contact us first and we will do our best to resolve the issue.
If you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) — the UK's data protection supervisory authority.
ICO Website: ico.org.uk
ICO Helpline: 0303 123 1113
ICO Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF
13 Data Security
We take the security of your personal data seriously and have appropriate technical and organisational measures in place to protect it against unauthorised access, loss, or disclosure, including:
- Secure HTTPS encryption on our website;
- PCI-compliant payment processing through Stripe, PayPal, and Klarna;
- Access controls limiting who within our organisation can access personal data;
- Regular review of our data handling practices.
14 Children's Privacy
Our services are intended for adults aged 18 and over. We do not knowingly collect personal data from children under the age of 13.
If you believe we have inadvertently collected data from a child, please contact us immediately at info@reliablemovingservices.co.uk and we will delete it promptly.
15 Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements.
When we make significant changes, we will update the "Last Updated" date at the top of this page. We encourage you to review this policy periodically.
Continued use of our website or services after any changes constitutes your acceptance of the updated policy.
16 Contact Us
For any questions, concerns, or requests relating to this Privacy Policy or your personal data, please contact us:
Company: Reliable Moving Services Limited
Email: info@reliablemovingservices.co.uk
Telephone: +44 7586 916 120
Address: Challenge Court, Langhorn Drive, Twickenham, TW2 7SY, United Kingdom
Available: 7 days a week · 7am – 9pm