Privacy & Complaints Policies

Privacy

We take your privacy very seriously and we ask that you read this privacy policy carefully as it contains important information on who we are, how and why we collect, store, use and share personal information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a complaint.

Who we are

Southside Services Ltd t/a wemove  (“we”, “us”) is the operator of the website www.wemovesouth.co.uk .  We collect and use and are responsible for certain information about you. We are regulated under the General Data Protection Regulation which applies across the European Union (including the United Kingdom) and we are responsible as ‘controller’ of that personal information for the purposes of those laws.

The personal information we collect and use

Personal information provided by you

In the course of operating our removals business, we collect personal information when you provide it to us, such as your name, current and future addresses, email address, and phone numbers.

We also collect personal information from you if you apply for a job with us or work for us for any period of time. In this context, personal information we gather may include: home address, telephone numbers, bank details, details of education, qualifications and skills, National Insurance Number, Driving licence number.

Personal information about other individuals

If you give us information on behalf of someone else as an alternative contact, referee or next of kin, you confirm that the other person has agreed that you can:

• give consent on his/her behalf to the processing of his/her personal data
• receive on his/her behalf any data protection notices

Sensitive personal information

We will not usually ask you to provide sensitive personal information.

Sensitive personal information includes information relating to your ethnic origin, political opinions, religious beliefs, whether you belong to a trade union, your physical or mental health or condition, sexual life, and whether you have committed a criminal offence. We will only collect your sensitive personal information with your explicit consent.

How and when do we collect information from you?

We gather information directly from you at estimate stage, if you come to our website for information, over the telephone if you ring us to make an enquiry or provide feedback and if you work for us.  Our website also uses cookies (see “Use of cookies” section below) and collects IP addresses (which means a number that can uniquely identify a specific computer or other device on the internet).

We may monitor and record communications with you (such as telephone conversations and emails). We may do this for a number of reasons, such as to check the quality of our customer service, for training purposes, to prevent fraud or to make sure we are complying with legal requirements.

If you visit our office, some personal data may be collected from monitoring devices and systems such as closed circuit TV (CCTV) and door entry systems at the site.

Use of Cookies

A cookie is a small text file which is placed onto your computer (or other electronic device such as a mobile telephone or tablet) when you use our website. We use cookies on our website. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way that does not identify you individually. We use analysis software to look at IP addresses and cookies to improve your experience as a user of our website. We do not use this information to develop a personal profile of you. If we do collect personally identifiable information, we will be up front about this. We will make it clear when we collect personal information and will explain what we intend to do with it.

You can set your browser not to accept cookies and the websites below tell you how to remove cookies from your browser. However, some of our website features may not function as a result.

Reasons we collect and use your personal information

Where you make enquiries about moving with us before you become a customer, we need to collect personal information about you so that we can take steps to provide a removal estimate. Once you have become a customer, we need to collect and use personal information to provide services to you and to claim our right to be paid in return for our services under our standard terms of business with you. This includes collecting and using your personal information to:

• enable us to follow up on enquiries made by you in relation to moving with us
• prepare an estimate for you
• contact you for reasons related to the service you have signed up for or to provide information you have requested
• deal with payment for our services
• notify you of any changes to our website or to our services that may affect you
• resolve disputes or collect overdue payments.

If you apply for a job with us, we will collect and use personal information to process your application and check references. If you take a job with us, we will collect and use your personal information to enter into an employment contract with you and to administer the employment relationship, including making payments to you, accounting for tax, ensuring safe working practices, monitoring and managing staff access to systems and facilities, monitoring absences and performance and conducting assessments.

If we propose to use your information for any other uses we will ensure that we notify you first. If we need your consent to use your information for these other purposes, we will give you the opportunity to opt in or to refuse. If you opt in, you will be able to opt out at any time.

When will we contact any other person about you?

If you provide us with details of any other person we can contact to discuss your move, we may contact that person and discuss and share the details of you with that person and deal with that person in relation to your move as if that person was you. We may particularly want to do this if we are unable to get in touch with you for any reason. If you change your mind, you can contact us and have this person taken off your booking as an alternate contact person (see ‘How can you contact us?’ below).

If you provide us the details of a person who we can contact for a job reference, we may contact that person in connection with your job application.

Who your information might be shared with

We may disclose your personal data to:

• service providers under contract with us to support our business operations, such as another removal or storage company, debt collection, payroll, technology services
• our insurers and insurance brokers if you make an insurance claim (if we pass data on to insurers, they may enter your data onto a register of claims which is shared with other insurers to prevent fraudulent claims.
• trade associations of which we are a member
• law enforcement, fraud prevention or government agencies in connection with any investigation to help prevent or detect unlawful activity
• any person or agency if we need to share that information to comply with the law or to enforce any agreement we may have with you or to protect the health and safety of any person
• any person who you have named as a person we can contact to discuss your move
• If we use an outside party to process your information, we will require them to comply with our instructions in connection with the services they provide for us and not for their own business purposes.

Keeping your personal information secure

We have appropriate security measure in place to prevent personal information from being accidentally lost, or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those people processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We have procedures in place to deal with any suspected data security breach. We will notify you and any applicable supervisory body of a suspected data breach where we are legally required to do so.

While we will use all reasonable efforts to keep your personal data safe, you acknowledge that the use of the internet is not entirely secure and for this reason we cannot guarantee the security or integrity of any personal data that is transferred from you or to you via the internet. If you have any particular concerns about your information, please contact us (see ‘How to contact us’ below).

Our website may contain links to websites and applications owned and operated by other people and businesses. These third party sites have their own privacy policies and use their own cookies and we recommend that you review them before you provide them with personal information. They will tell you how your personal information is collected and used whilst you are visiting these other websites. We do not accept any responsibility or liability for the content of these sites or the use of your information collected by any of these other sites and you use these other sites at your own risk.

If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.

Transfers of your personal information out of the EEA

We will not transfer your personal data outside of the United Kingdom or European Economic Area or to any organisation (or subordinate bodies) governed by public international law or which is set up under any agreement between two or more countries.

How long do we keep your personal information?

We will usually hold your personal information as a customer or employee for the period we are required to retain this information by applicable UK law, currently 6 years from the move date or 6 months after any unsuccessful job application, unless you have told us you want us to delete the information earlier.

Your rights

You have rights over your personal data.

You can:

• ask for a copy of information (which we must supply within one month of your request and at no cost to you)
• ask for information to be corrected
• ask for information to be erased or deleted
• ask for us to limit or restrict processing
• object to us processing your data but not where we use the data to meet a contractual or legal requirement
• ask us to send you a copy in a structured digital format or ask for it to be sent to another party.

Further information on each of these rights is available from the Information Commissioner’s Office. If you would like to exercise any of these rights, please:

• email, call or write to us (see ‘How to contact us’ below)
• let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill), and

Complaints

Complaints

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.

To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 01202 287587  or write to us at WEMOVE, Store & Secure House, 5 Yeomans Way, BH8 0BL, Or you can email us at talktous@wemovesouth.co.uk and we aim to respond within 14 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact us on 0117 456 6031 or via their website .

How to Contact Us

If you wish to contact us if you have any questions about this privacy policy or the information we hold about you, please send an email to the Data Protection officer at talktous@wemovesouth.co.uk or write to us at Southside Services Ltd t/a wemove, Suite 6, Store & Secure House, 5 Yeomans Way, Bournemouth BH8 0BL or call us on 01202 287587.

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