Privacy Policy

1. Introduction

Lifeline Movers & Packers Ltd (“Company“, “we“, “our” or “us“) is committed to protecting the privacy and personal information of every individual who uses our website, requests a quotation, books our services or otherwise communicates with us.

We recognise that your personal information is important and we are committed to processing it fairly, lawfully and transparently.

This Privacy Policy explains:

• what personal information we collect;
• why we collect it;
• how we use it;
• who we share it with;
• how long we keep it;
• the legal basis upon which we process it;
• your legal rights; and
• how you may exercise those rights.

This Privacy Policy applies whenever you:

• visit our website;
• obtain an online quotation;
• submit a booking request;
• purchase our services;
• communicate with us by telephone, email, WhatsApp or other electronic means;
• receive automated booking communications;
• make a payment;
• make a complaint;
• submit a claim;
• otherwise provide us with personal information.

This Privacy Policy has been prepared in accordance with:

• UK General Data Protection Regulation (UK GDPR);
• Data Protection Act 2018;
• Privacy and Electronic Communications Regulations 2003 (PECR);
• any other applicable UK data protection legislation.

2. Definitions

For the purposes of this Privacy Policy, the following expressions shall have the meanings set out below.

Booking

Any enquiry, quotation request, booking request, confirmed booking or service purchased from the Company.

Customer

Any individual requesting or receiving services from the Company.

Personal Data

Any information relating to an identified or identifiable natural person.

This includes, but is not limited to:

• names;
• addresses;
• email addresses;
• telephone numbers;
• payment references;
• photographs;
• voice recordings;
• online identifiers.

Processing

Any operation carried out on personal data including:

• collecting;
• recording;
• organising;
• storing;
• adapting;
• retrieving;
• using;
• sharing;
• deleting;
• destroying.

Services

Any removal, furniture removal, packing, storage arrangement, delivery or related services supplied by the Company.

Website

The Company’s website together with any quotation platform, booking portal or online customer account operated by us.

UK GDPR

The United Kingdom General Data Protection Regulation.

Data Controller

The organisation responsible for deciding how and why personal information is processed.

For the purposes of this Privacy Policy, Lifeline Movers & Packers Ltd is the Data Controller.

Processor

Any third party processing personal information on our behalf.

Special Category Data

Personal information requiring additional legal protection under Article 9 UK GDPR.

The Company does not intentionally collect Special Category Data unless required by law or voluntarily provided by the individual.

3. About Us

Lifeline Movers & Packers Ltd is a private limited company incorporated in England and Wales.

Company Registration Number: 14509116

Website: https://www.lifelinemovers.co.uk

Email: enquiries@lifelinemovers.co.uk

Telephone: 0333 335 6184

Registered Office:

47 Bale Road LE4 9 BF Leicester U.K

Correspondence Address:

3 Oswin Road,LE3 1HR Leicester

Information Commissioner’s Office Registration Number: ZC083012

We are the Data Controller responsible for the processing of personal information described within this Privacy Policy.

4. Scope of this Privacy Policy

This Privacy Policy applies to personal information collected through:

• our website;
• our quotation platform;
• online booking forms;
• contact forms;
• telephone calls;
• email correspondence;
• WhatsApp Business;
• SMS communications;
• social media messaging where applicable;
• payment systems;
• customer support enquiries;
• complaints;
• insurance claims;
• operational records.

This Privacy Policy does not apply to third-party websites or services that operate independently of the Company.

5. Our Commitment to Data Protection

The Company is committed to ensuring that personal information is processed:

• lawfully;
• fairly;
• transparently;
• securely;
• accurately;
• only where necessary;
• only for legitimate purposes;
• only for as long as reasonably required.

We regularly review our internal procedures to ensure continued compliance with applicable data protection legislation.

6. Data Protection Principles

Whenever we process personal information, we seek to comply with the following principles.

Personal information shall be:

(a) Lawfulness, Fairness and Transparency

Processed only where there is a lawful basis.

(b) Purpose Limitation

Collected only for specified, explicit and legitimate purposes.

(c) Data Minimisation

Limited to the information reasonably necessary for the relevant purpose.

(d) Accuracy

Kept accurate and updated where necessary.

(e) Storage Limitation

Retained only for as long as reasonably necessary.

(f) Integrity and Confidentiality

Protected against unauthorised access, accidental loss, destruction or damage.

(g) Accountability

The Company remains responsible for demonstrating compliance with applicable data protection legislation.

7. Categories of Personal Information We Collect

Depending upon the services requested, we may collect one or more of the following categories of information.

Identity Information

Including:

• full name;
• title;
• company name (where applicable).

Contact Information

Including:

• email address;
• telephone number;
• WhatsApp number;
• correspondence address.

Property Information

Including:

• collection address;
• delivery address;
• postcode;
• property type;
• number of floors;
• lift availability;
• parking arrangements;
• access restrictions.

Moving Information

Including:

• moving date;
• inventory;
• furniture list;
• declared item values;
• dismantling requirements;
• packing requirements;
• special handling requirements.

Booking Information

Including:

• quotation history;
• booking status;
• booking reference;
• operational notes;
• communications.

Financial Information

Including:

• payment status;
• transaction reference;
• invoice history;
• refund information.

We do not store full payment card details.

Technical Information

Including:

• IP address;
• browser type;
• operating system;
• device information;
• cookies;
• analytics information;
• website usage.

Communications

Including:

• emails;
• WhatsApp messages;
• SMS;
• telephone recordings;
• customer support conversations.

Images and Recordings

Including photographs or videos of:

• goods;
• vehicles;
• loading areas;
• access routes;
• property conditions;
• damage reports;
• delivery evidence.

8. Sources of Personal Information

We obtain personal information from a variety of lawful sources including:

Directly from you

Including when you:

• complete quotation forms;
• make bookings;
• contact us;
• send emails;
• telephone us;
• use WhatsApp;
• provide payment information.

Automatically through our website

Including:

• cookies;
• analytics tools;
• website logs;
• device identifiers.

Third-party service providers

Including:

• payment providers;
• address verification services;
• mapping providers;
• fraud prevention services.

Publicly available information

Where reasonably necessary for identity verification, fraud prevention or business administration.

9. Lawful Basis for Processing Personal Data

Under UK GDPR, we only process personal information where a lawful basis exists.

Our lawful bases include:

Performance of a Contract

Processing necessary to:

• provide quotations;
• arrange removals;
• manage bookings;
• process payments;
• perform contractual obligations.

Taking Steps Prior to Entering a Contract

Including:

• preparing quotations;
• responding to enquiries;
• scheduling surveys;
• discussing booking requests.

Compliance with Legal Obligations

Including compliance with:

• taxation law;
• accounting obligations;
• consumer legislation;
• court orders;
• regulatory requirements.

Legitimate Interests

We process certain information where necessary for our legitimate business interests, provided those interests do not override your rights and freedoms.

These interests include:

• operating our business efficiently;
• fraud prevention;
• staff safety;
• route planning;
• service improvement;
• quality assurance;
• insurance administration;
• claims handling;
• customer support;
• dispute resolution;
• debt recovery;
• legal compliance.

Consent

Where required by law, we rely upon your consent for activities such as:

• marketing communications;
• optional cookies;
• certain promotional communications.

You may withdraw consent at any time. Withdrawal of consent will not affect processing already carried out lawfully before its withdrawal.

10. How We Use Your Personal Data

We process your personal data only where necessary and for legitimate business purposes. The manner in which we use your information depends upon the services you request and your interactions with us.

We may process your personal data for one or more of the following purposes:

• providing instant online quotations;
• responding to enquiries;
• verifying booking information;
• arranging surveys where applicable;
• scheduling removals;
• allocating vehicles, equipment and moving crews;
• managing customer accounts and booking records;
• processing payments and refunds;
• providing customer support;
• sending booking updates;
• fulfilling contractual obligations;
• protecting the security of our business;
• preventing fraud;
• investigating complaints;
• investigating insurance claims;
• complying with legal obligations;
• improving our website and services;
• maintaining business records.

We shall only use your personal information for purposes compatible with those for which it was originally collected unless otherwise permitted by law.

11. Online Instant Quotation System

Our website provides an automated quotation system designed to produce estimated removal costs based upon the information supplied by the customer.

When you request an online quotation, we may process information including:

• collection address;
• delivery address;
• postcode;
• distance;
• property type;
• property size;
• access information;
• inventory;
• item dimensions;
• declared weight;
• preferred moving date;
• optional services;
• customer contact details.

This information enables our systems to calculate an estimated quotation using our pricing rules.

Submission of a quotation request does not create a legally binding contract.

Online quotations remain estimates until:

• we have reviewed the information provided (where required);
• operational availability has been confirmed;
• any necessary amendments have been agreed; and
• we have accepted the booking in writing.

12. Automated Booking Communications

To improve efficiency and customer service, our booking platform may automatically generate communications throughout the booking process.

These communications may include:

• quotation emails;
• revised quotations;
• booking acknowledgements;
• booking confirmations;
• payment reminders;
• secure payment links;
• invoices;
• receipts;
• moving reminders;
• operational updates;
• arrival notifications;
• cancellation confirmations;
• refund notifications;
• customer satisfaction requests.

These communications are generated using the information provided by you and are intended solely to support your enquiry or booking.

They do not constitute automated decision-making producing legal or similarly significant effects within the meaning of Article 22 UK GDPR.

Where appropriate, automated communications may subsequently be reviewed or supplemented by our employees.

13. Book Now, Pay Later

Where available, customers may choose our Book Now, Pay Later option.

When this option is selected, we may process personal information in order to:

• reserve operational availability;
• manage booking requests;
• verify customer details;
• issue secure payment requests;
• schedule payment collection;
• collect agreed charges;
• administer cancellations;
• administer refunds;
• comply with anti-fraud requirements.

The availability of Book Now, Pay Later does not guarantee acceptance of a booking.

Bookings remain subject to:

• operational availability;
• verification of booking information;
• acceptance by the Company;
• compliance with our Terms and Conditions.

14. Payment Processing

Payments may be processed using secure third-party payment providers including Stripe or other authorised payment processors.

We may process information relating to:

• payment status;
• payment authorisation;
• transaction reference numbers;
• invoices;
• refunds;
• partial refunds;
• outstanding balances;
• agreed additional charges.

For security reasons:

• we do not store full payment card numbers;
• we do not store card security codes (CVV);
• sensitive payment information is processed by our authorised payment providers.

Payment providers process personal information in accordance with their own privacy notices and applicable data protection legislation.

15. Verification of Booking Information

We may use personal information to verify:

• customer identity;
• collection address;
• delivery address;
• booking authenticity;
• payment information;
• ownership of goods where reasonably required;
• authority to make a booking.

Verification helps us reduce fraudulent bookings and operational errors.

16. Fraud Prevention

We have a legitimate interest in protecting our customers, employees and business from fraudulent activity.

Accordingly, we may process personal information for purposes including:

• preventing payment fraud;
• preventing identity fraud;
• detecting suspicious activity;
• investigating disputed transactions;
• investigating false claims;
• verifying booking accuracy;
• preventing misuse of our quotation system;
• protecting Company assets.

Where necessary, information may be shared with payment providers, insurers, legal advisers or law enforcement authorities where permitted or required by law.

17. Customer Communications

We may communicate with customers by:

• telephone;
• email;
• SMS;
• WhatsApp Business;
• our website;
• secure payment systems.

These communications may relate to:

• quotations;
• booking requests;
• operational updates;
• payments;
• invoices;
• arrival times;
• service changes;
• complaints;
• insurance claims;
• customer support.

We will not use these service communications as a substitute for marketing communications requiring consent where consent is legally required.

18. Telephone Calls

Telephone calls may be monitored or recorded for purposes including:

• staff training;
• quality assurance;
• customer service;
• complaint handling;
• fraud prevention;
• evidential purposes;
• insurance investigations;
• dispute resolution.

Where calls are recorded, they shall be retained only for as long as reasonably necessary in accordance with our retention policy.

19. WhatsApp Business Communications

Where customers choose to communicate with us using WhatsApp Business, we may process:

• names;
• telephone numbers;
• messages;
• photographs;
• documents;
• location information voluntarily shared by the customer.

WhatsApp communications are used primarily for operational matters including:

• quotations;
• booking confirmations;
• moving updates;
• payment reminders;
• customer support.

Customers should be aware that WhatsApp operates as an independent service provider and processes personal information in accordance with its own privacy policy.

20. Email Communications

Emails sent to or received from the Company may be retained for purposes including:

• customer service;
• contractual administration;
• business records;
• complaints;
• insurance claims;
• legal compliance;
• fraud prevention.

Business emails may be processed using secure cloud-based business communication services such as Google Workspace.

21. Website Contact Forms

Information submitted through our website may include:

• quotation requests;
• booking requests;
• contact enquiries;
• complaints;
• feedback;
• uploaded documents;
• uploaded photographs.

This information is used solely for the purposes relevant to the customer’s enquiry.

22. Address Lookup and Mapping Services

To improve quotation accuracy and operational planning, we may use third-party address lookup and mapping services.

These services may process:

• postcodes;
• addresses;
• approximate location data;
• journey calculations.

Address information is used to:

• calculate estimated travelling distances;
• improve route planning;
• assist operational scheduling;
• reduce quotation errors.

23. Photographs and Video Recordings

During the course of providing our Services, we may take photographs or video recordings of:

• goods;
• furniture;
• specialist items;
• loading areas;
• access routes;
• vehicles;
• parking arrangements;
• property entrances;
• property exits;
• visible damage;
• completed deliveries.

Photographs and recordings may be used for:

• operational planning;
• insurance purposes;
• quality assurance;
• staff training;
• complaint handling;
• fraud prevention;
• evidence in legal proceedings;
• dispute resolution.

Where reasonably practicable, photographs will avoid capturing unnecessary personal information.

24. Vehicle Safety Cameras

Some Company vehicles may be equipped with dashboard cameras or other vehicle safety recording systems.

These recordings may be used for:

• road safety;
• accident investigation;
• insurance claims;
• driver protection;
• customer protection;
• fraud prevention;
• legal proceedings.

Vehicle recordings are retained only for as long as reasonably necessary unless required for an ongoing investigation or legal proceedings.

25. Claims and Complaints

Where customers submit complaints or claims, we may process personal information including:

• correspondence;
• photographs;
• repair estimates;
• invoices;
• witness statements;
• delivery records;
• operational notes;
• vehicle records;
• payment records.

This information enables us to investigate complaints fairly, assess liability and comply with our contractual and legal obligations.

26. Marketing Communications

We may contact you regarding our services where permitted by applicable law.

Marketing communications may include information relating to:

• removal services;
• furniture removals;
• packing services;
• storage arrangements;
• special promotions;
• seasonal offers;
• service improvements;
• customer surveys;
• new services.

We will only send marketing communications:

• where you have provided your consent; or
• where permitted under the Privacy and Electronic Communications Regulations 2003 (PECR).

Service-related communications concerning your quotation, booking or contract are not considered marketing communications.

27. Opting Out of Marketing

You may opt out of marketing communications at any time.

You can do so by:

• clicking the “Unsubscribe” link contained within marketing emails;
• replying “STOP” where applicable;
• contacting us by email;
• telephoning our office.

Opting out of marketing will not affect our ability to contact you regarding:

• existing bookings;
• quotations;
• invoices;
• payments;
• operational updates;
• complaints;
• legal notices.

28. Cookies

Our Website uses cookies and similar technologies to improve functionality, security and user experience.

Cookies are small text files stored on your device when you visit our Website.

Cookies help us:

• operate our Website efficiently;
• remember your preferences;
• improve Website performance;
• understand Website usage;
• maintain Website security;
• measure advertising effectiveness.

29. Categories of Cookies

Our Website may use the following categories of cookies.

Essential Cookies

These cookies are necessary for the operation of the Website.

Without these cookies certain Website functions may not operate correctly.

Examples include:

• login sessions;
• quotation sessions;
• security validation;
• fraud prevention.

Performance Cookies

Performance cookies help us understand how visitors interact with our Website.

This information enables us to improve:

• navigation;
• page speed;
• customer experience;
• booking journeys.

Analytics Cookies

Analytics cookies help us understand:

• page visits;
• quotation completion rates;
• user journeys;
• website performance;
• device usage;
• geographical trends.

Analytics information is generally aggregated and does not directly identify individual users.

Advertising Cookies

Advertising cookies help us:

• measure advertising campaigns;
• understand conversions;
• improve marketing effectiveness;
• reduce irrelevant advertising.

Advertising cookies will only be used where legally required consent has been obtained.

30. Google Analytics

Our Website may use Google Analytics to collect anonymous statistical information concerning Website usage.

Google Analytics may collect information including:

• IP address (where applicable);
• browser type;
• operating system;
• pages viewed;
• visit duration;
• navigation paths;
• approximate geographic location;
• device information.

This information assists us in:

• improving Website performance;
• understanding customer behaviour;
• enhancing quotation journeys;
• improving customer experience.

Google processes this information in accordance with its own Privacy Policy.

31. Google Ads and Conversion Tracking

Our Website may use Google Ads Conversion Tracking or similar advertising technologies.

These technologies enable us to understand:

• whether advertisements generate enquiries;
• quotation completion rates;
• booking conversions;
• advertising effectiveness.

Conversion tracking does not provide us with access to your full browsing history.

32. Consent for Non-Essential Cookies

Where required by law, non-essential cookies will only be placed after you have provided your consent through our cookie consent mechanism.

You may:

• accept cookies;
• reject non-essential cookies;
• amend your cookie preferences at any time.

Browser settings may also enable you to manage or disable cookies.

Disabling certain cookies may affect the functionality of the Website.

33. Third-Party Service Providers

We engage carefully selected third-party service providers to assist us in operating our business.

Examples may include:

• payment processors;
• cloud hosting providers;
• website developers;
• IT support providers;
• email service providers;
• mapping services;
• analytics providers;
• customer communication platforms;
• insurance providers;
• professional advisers.

These organisations process personal data only where necessary for the services they provide.

Where required, appropriate contractual safeguards are implemented.

34. Typical Third-Party Processors

Depending upon operational requirements, the Company may use service providers including (or providers performing similar functions):

• Stripe (payment processing)
• Google Workspace (business email and document management)
• Google Analytics (website analytics)
• Google Ads (advertising and conversion tracking)
• Google Maps or address lookup services (distance calculations and operational planning)
• Website hosting providers
• Website maintenance providers
• Cloud backup providers
• Professional accountants
• Solicitors
• Insurance providers
• Regulatory authorities
• Law enforcement agencies where legally required

The identity of service providers may change from time to time as our business develops.

35. Sharing Personal Information

We will only disclose personal information where necessary and proportionate.

Personal information may be shared with:

• our employees;
• authorised managers;
• operational staff;
• carefully selected subcontractors acting on our behalf;
• payment providers;
• insurers;
• legal advisers;
• accountants;
• IT providers;
• cloud hosting providers;
• fraud prevention organisations;
• regulators;
• courts;
• law enforcement agencies.

We do not sell, rent or trade customer personal information.

36. Subcontracted Services

Where part of the Services is performed by authorised subcontractors, limited personal information may be shared where reasonably necessary for:

• collection;
• delivery;
• customer contact;
• operational planning;
• insurance;
• complaint investigation.

All subcontractors are expected to process personal information in accordance with applicable data protection legislation.

37. International Transfers

We do not routinely transfer personal information outside the United Kingdom.

However, certain technology providers may process limited information outside the UK.

Where this occurs, appropriate safeguards will be implemented including, where applicable:

• UK International Data Transfer Agreement (IDTA);
• UK Addendum to the European Commission Standard Contractual Clauses;
• adequacy regulations;
• other lawful transfer mechanisms recognised under UK GDPR.

38. Data Security

We recognise the importance of protecting personal information against unauthorised access, loss or misuse.

Accordingly, we implement appropriate technical and organisational measures including:

• encrypted communications where appropriate;
• secure cloud services;
• password protection;
• multi-factor authentication where appropriate;
• restricted staff access;
• secure document storage;
• firewall protection;
• anti-malware systems;
• staff confidentiality obligations;
• regular software updates;
• routine security reviews.

Despite these safeguards, no electronic transmission or storage system can be guaranteed to be completely secure.

39. Confidentiality

Employees, contractors and authorised service providers who process personal information are required to maintain appropriate standards of confidentiality.

Access to personal information is restricted to those requiring it for legitimate business purposes.

40. Personal Data Breaches

Where a personal data breach occurs, we will:

• investigate the incident promptly;
• take reasonable steps to minimise its impact;
• implement corrective measures;
• notify affected individuals where legally required;
• notify the Information Commissioner’s Office where required by UK GDPR.

41. Data Retention

We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected or as required by law.

Retention periods may vary depending upon the nature of the information.

42. Typical Retention Periods

Unless legal obligations require otherwise, we generally retain records as follows:

These periods may be extended where reasonably necessary to:

• establish legal claims;
• defend legal proceedings;
• comply with regulatory obligations;
• investigate fraud.

43. Secure Disposal of Information

When personal information is no longer required, it will be securely deleted, anonymised or destroyed using appropriate technical or organisational measures.

Where physical documents are retained, secure confidential disposal procedures will be followed.

44. Your Rights Under UK GDPR

Subject to applicable law, you have the following rights in relation to your personal data.

44.1 Right of Access

You have the right to request confirmation as to whether we process your personal data and, where applicable, obtain a copy of that information together with details of how it is processed.

44.2 Right to Rectification

You may request that inaccurate or incomplete personal information is corrected without undue delay.

Where reasonably possible, please notify us promptly if your contact details or other personal information changes.

44.3 Right to Erasure (“Right to be Forgotten”)

You may request that we erase your personal information where:

• the information is no longer required for the purpose for which it was collected;
• you withdraw consent where consent is the lawful basis;
• you successfully object to processing;
• processing is unlawful; or
• we are required by law to erase the information.

This right is not absolute and may be restricted where we are legally required to retain information.

44.4 Right to Restrict Processing

You may request that we temporarily restrict the processing of your personal information in circumstances permitted by UK GDPR.

44.5 Right to Data Portability

Where processing is based upon consent or contract and carried out by automated means, you may request that certain personal information is provided in a structured, commonly used and machine-readable format.

44.6 Right to Object

You may object to processing carried out on the basis of our legitimate interests.

Where you object, we shall consider your request carefully and cease processing unless compelling legitimate grounds exist or the processing is necessary for legal claims.

44.7 Rights Relating to Marketing

You have the right to object at any time to direct marketing communications.

Once an objection has been received, we will cease sending marketing communications as soon as reasonably practicable.

44.8 Rights Relating to Automated Decision-Making

Our automated quotation and booking systems assist in generating quotations and communications.

These systems do not make decisions that produce legal or similarly significant effects without appropriate human oversight.

If you believe an automated process has affected your enquiry unfairly, you may request that your booking or quotation is reviewed by a member of our team.

45. Exercising Your Rights

Requests relating to your personal information should be submitted using the contact details contained within this Privacy Policy.

To protect personal information, we may request reasonable evidence of identity before responding.

We will normally respond within one calendar month unless a lawful extension applies.

No fee will normally be charged unless the request is manifestly unfounded, excessive or repetitive.

46. Subject Access Requests

A Subject Access Request (“SAR”) enables you to obtain copies of personal information we hold about you.

Where appropriate, we may provide information including:

• booking history;
• quotations;
• communications;
• payment records;
• complaint records;
• photographs;
• recordings;
• correspondence.

Certain exemptions under UK GDPR and the Data Protection Act 2018 may apply.

47. Accuracy of Information

Customers are responsible for ensuring that information supplied to the Company is accurate and up to date.

Please notify us promptly if:

• your address changes;
• your telephone number changes;
• your email address changes;
• your booking information changes.

Failure to provide accurate information may affect the services we are able to provide.

48. Children’s Privacy

Our Website and Services are intended primarily for adults.

We do not knowingly collect personal information directly from children.

Where we become aware that personal information relating to a child has been collected without appropriate authority, we will take reasonable steps to delete that information where legally appropriate.

49. Third-Party Websites

Our Website may contain links to external websites operated by third parties.

We do not control those websites and are not responsible for:

• their content;
• their privacy practices;
• their security;
• their data processing activities.

Users should read the privacy policies of those third-party websites before providing personal information.

50. Business Transfers

Should the Company:

• merge;
• reorganise;
• sell part of its business;
• sell substantially all of its assets;
• undergo corporate restructuring,

personal information may be transferred to the acquiring organisation where permitted by law.

Any successor organisation will be required to process personal information in accordance with applicable data protection legislation.

51. Regulatory Authorities

We may disclose personal information where required by law or where reasonably necessary to:

• comply with legal obligations;
• comply with court orders;
• respond to lawful requests from regulators;
• protect legal rights;
• prevent fraud;
• protect public safety.

52. Complaints

If you have any concerns regarding how we process your personal information, we encourage you to contact us first.

We will investigate all complaints fairly and aim to respond as soon as reasonably practicable.

53. Information Commissioner’s Office (ICO)

If you remain dissatisfied after contacting us, or you believe we have processed your personal information unlawfully, you have the right to lodge a complaint with the Information Commissioner’s Office.

Information Commissioner’s Office

Website: https://www.ico.org.uk

Telephone: 0303 123 1113

Address: 

Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

We recommend contacting us first so that we have the opportunity to resolve your concerns wherever possible.

54. Changes to this Privacy Policy

We may amend this Privacy Policy from time to time to reflect:

• changes in legislation;
• regulatory guidance;
• technological developments;
• changes to our services;
• operational improvements.

The latest version will always be published on our Website.

The “Last Updated” date at the beginning of this Privacy Policy indicates when it was most recently revised.

55. Contact Us

If you have questions regarding this Privacy Policy or wish to exercise your data protection rights, please contact:

Lifeline Movers & Packers Ltd

Website: https://www.lifelinemovers.co.uk

Email: enquiries@lifelinemovers.co.uk

Telephone: 0333 335 6184

Registered Office: (Insert Registered Office Address before publication.)

ICO Registration Number: (Insert once available.)

APPENDIX A

Lawful Basis Summary

APPENDIX B

Categories of Personal Data

The Company may process:

• Identity Data
• Contact Data
• Address Data
• Property Information
• Inventory Information
• Booking Records
• Communications
• Payment Status
• Technical Information
• Website Analytics
• Cookies
• Photographs
• Video Recordings
• Telephone Recordings
• WhatsApp Communications
• Complaint Records
• Insurance Information
• Fraud Prevention Information

APPENDIX C

Typical Third-Party Processors

Depending on our operational requirements, we may use carefully selected providers for:

• Secure payment processing
• Business email and productivity services
• Website hosting
• Website maintenance
• Cloud storage
• Customer relationship management
• Mapping and address lookup
• Website analytics
• Advertising measurement
• Insurance administration
• Professional legal services
• Accountancy services
• IT support
• Secure backups

We review these providers periodically and require appropriate contractual commitments regarding data protection where applicable.

APPENDIX D

Typical Data Retention Schedule