Privacy Policy

Move-on Up is a sole trader removal company operated by Dougal Steward, based in Notting Hill, West London. We provide house and flat removals, man-and-van hire, office relocations, professional packing, art transport and handyman services across Notting Hill, Kensington, Holland Park and West London.

For the purposes of UK data protection law, Move-on Up is the data controller responsible for your personal data.

If you have any questions about how we handle your personal data, please contact us using the details above before submitting a complaint to the regulator.

We collect only the personal data that is necessary to provide our services and run our business. This includes:

We do not collect sensitive personal data (such as health, ethnicity or religion) unless you voluntarily provide it for a specific operational reason, such as advising us of a physical condition that affects access requirements.

We do not collect or store payment card details. Any card payments are processed directly through the relevant payment provider.

We collect personal data through the following channels:

• Website contact form — when you submit an enquiry or quote request at move-onup.com
• Email — when you contact us directly at dougal.steward@gmail.com
• Phone and WhatsApp — when you call or message 07939 850150
• In person — information provided verbally or in writing on the day of the job
• Third-party platforms — where you have left a review or contacted us via a platform such as Google or Checkatrade

We do not purchase personal data from third parties or obtain it from data brokers.

We use your personal data for the following purposes:

• To respond to your enquiry and provide a quote for services
• To confirm, manage and carry out your booking
• To communicate with you before, during and after your move
• To process payment and maintain financial records
• To resolve any disputes, damage claims or complaints
• To comply with our legal and regulatory obligations
• To improve our service based on feedback you have voluntarily provided

Under UK GDPR, we must have a lawful basis for processing your personal data. The bases we rely on are:

Where we rely on legitimate interests, we have assessed that our interests do not override your rights and freedoms as a data subject.

We retain personal data only for as long as is necessary for the purpose it was collected and to meet our legal obligations.

After the applicable retention period has passed, your personal data is securely and permanently deleted from all systems. You can request earlier deletion in certain circumstances — see Section 9 on your rights.

We do not sell, rent or trade your personal data to any third party. We may share your data only in the following limited circumstances:

• Sub-contracted crew members — where a job requires additional crew, the minimum necessary information (your name, address and job details) is shared solely to carry out the move.
• Our insurance provider — in the event of a claim, relevant job details and correspondence may be shared with our insurers.
• Payment processors — where card payments are processed, your payment details are handled directly by the payment provider. We do not receive or store card data.
• Legal and regulatory authorities — where we are required by law to disclose information, for example to HMRC or in response to a court order.

Any third party with whom we share your data is required to handle it securely and in accordance with UK GDPR. We do not permit third parties to use your data for their own marketing purposes.

Your personal data is stored and processed within the United Kingdom. We do not transfer data outside the UK.

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or disclosure. These measures include:

• Storing digital records in password-protected accounts with two-factor authentication where available
• Using encrypted email communication where possible
• Limiting access to personal data to only those who need it to carry out the job
• Not storing personal data on unsecured devices or shared platforms
• Securely deleting data when the retention period has passed

In the unlikely event of a personal data breach that is likely to result in a risk to your rights and freedoms, we will notify the Information Commissioner’s Office (ICO) within 72 hours and inform you directly without undue delay where required.

Under UK GDPR you have the following rights in relation to your personal data. You can exercise any of these rights by contacting us at dougal.steward@gmail.com. We will respond within one calendar month.

Our website (move-onup.com) may use cookies — small text files stored on your device — to ensure the site functions correctly.

Where we use non-essential cookies, we will ask for your consent via a cookie banner before placing them. You can withdraw consent or manage cookie preferences at any time through your browser settings or our cookie consent tool.

For more information about cookies and how to manage them, visit allaboutcookies.org.

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 personal data from a child, please contact us immediately at dougal.steward@gmail.com and we will delete it promptly.

We may update this Privacy Policy from time to time to reflect changes in our practices, services or legal obligations. The date at the top of this page will always show when the policy was last revised.

Where changes are material — for example, a new way of using your data — we will take reasonable steps to notify you, such as posting a notice on our website or contacting you directly if you have an active booking.

We encourage you to review this policy periodically. Continued use of our services after a change has been published constitutes acceptance of the updated policy.

If you have any questions about this Privacy Policy, want to exercise your data rights, or have a concern about how we have handled your personal data, please contact us in the first instance:

If you are not satisfied with our response, or believe we are processing your personal data unlawfully, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) — the UK’s independent data protection regulator.

• ICO website: ico.org.uk
• ICO helpline: 0303 123 1113
• ICO address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would always prefer the opportunity to address your concern directly before you contact the ICO, so please do reach out to us first.