Privacy Policy

Data Controller:

Registered in England and Wales
Registered office: Leicester, United Kingdom
Website: www.lifelinemovers.co.uk

Email: enquiries@lifelinemovers.co.uk

We are registered with the UK Information Commissioner’s Office (ICO) for the purposes of data protection.

We are the data controller responsible for your personal data.

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

2.1 Information you provide directly
Full name
Email address
Telephone number
Collection and delivery addresses
Postcodes
Move details (property type, floors, items, access details)
Booking information and communications
Any information you submit via forms, email, phone, WhatsApp, or live chat
Records of telephone calls, messages, or communications where required for training, quality, safety, or dispute resolution

2.2 Payment information
Payment status and transaction references
We do not store full card details
Payments are processed securely via third-party payment providers.

2.3 Automatically collected data
IP address
Browser type and device information
Website usage data (pages visited, time spent)
Cookies and similar technologies (see Section 10)
2.4 Images and recordings
Photographs or video recordings of goods, access points, vehicles, or premises
Used for safety, insurance, training, and dispute resolution purposes only

We use your data for the following purposes:

To provide instant quotes and process bookings
To perform and manage removals and related services
To communicate with you about your booking or enquiry
To process payments and prevent fraud
To comply with legal and regulatory obligations
To resolve disputes, claims, or complaints
To improve our services and website functionality
For safety, insurance, and incident documentation
To provide instant quotes, send quote emails, and contact you regarding enquiries or booking requests before a contract is formed.

Some communications, including quote emails, booking confirmations, or payment links, may be generated automatically by our systems. These communications are sent only to support your enquiry or booking and do not involve automated decision-making that produces legal or significant effects

We process your personal data under the following lawful bases:

Contract: to perform our services or take steps before entering a contract
Legal obligation: to comply with UK laws and regulations
Legitimate interests: for business operations, safety, fraud prevention, and service improvement

Consent: where required for marketing communications
You may withdraw consent at any time.

In some cases, we process personal data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This includes operating our business, ensuring safety, preventing fraud, improving our services, and managing disputes or claims.

We may contact you by email, phone, SMS, or WhatsApp regarding:

Your enquiry or booking
Service updates or confirmations
WhatsApp communications are used only for service-related messages unless you have separately opted in to marketing communications

We will only send marketing communications where permitted by law.

You can opt out at any time by:

Clicking “unsubscribe” in emails
Replying “STOP” to messages
Contacting us directly

We may share your data only where necessary with:

Our employees and contracted staff
Payment service providers
IT and website service providers
Insurance providers
Professional advisers (legal, accounting)
Regulatory or law-enforcement authorities where required by law
Payments are processed securely by third-party payment providers.We do not store full payment card details. Payment providers process your personal data in accordance with their own privacy policies and applicable data protection laws.

We never sell your personal data.

We do not routinely transfer personal data outside the UK.

Where third-party services involve data transfers, appropriate safeguards are used.

We retain personal data only for as long as necessary:

Booking and service records: up to 6 years (legal and tax requirements)
Enquiry data: up to 24 months
Marketing data: until you opt out
Images and incident records: as required for disputes or insurance
Data is securely deleted when no longer required.

You have the right to:

Access your personal data
Request correction of inaccurate data
Request erasure of your data
Restrict processing
Object to processing
Data portability (where applicable)
Withdraw consent at any time
To exercise your rights, contact us using the details above.

Our website uses cookies to improve functionality and user experience.

Cookies may include:

Essential cookies
Analytics cookies
Performance cookies
You can manage or disable cookies via your browser settings.

Further details can be provided in a separate Cookie Policy if required.

We take appropriate technical and organisational measures to protect your data, including:

Secure servers
Access controls
Encrypted communications
Staff training
Despite these measures, no online system is completely secure.

You are responsible for keeping your contact details secure and notifying us if you believe your information has been misused. We will never ask you to share full payment card details by email or message.

Our website may contain links to third-party websites.

We are not responsible for their privacy practices or content.

If you have concerns about how we handle your data, please contact us first. If you wish, you may also contact us first so we can attempt to resolve your concern before you contact the ICO.

You also have the right to complain to the UK Information Commissioner’s Office (ICO):

www.ico.org.uk

We may update this Privacy Policy from time to time.

The latest version will always be available on our website.