Privacy Policy
Fox Group (Moving and Storage) Ltd
Fox Group (Moving and Storage) Ltd (“Fox Group”, “we”, “us” or “our”) is committed to protecting your personal information and respecting your privacy.
This privacy policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it, and the rights available to you.
This policy reflects the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and the changes made by the Data (Use and Access) Act 2025.
1. Who We Are
Fox Group (Moving and Storage) Ltd is the data controller responsible for the personal information described in this policy, unless we tell you otherwise. This means we decide why and how that information is used.
We are not statutorily required to appoint a Data Protection Officer (DPO). However, responsibility for data protection compliance is designated internally.
If you have any questions about this privacy policy, wish to exercise your information rights or want to make a data protection complaint, please contact us at [email protected].
2. Data Protection Complaints
If you make a complaint about how we have used your personal information, we will provide a clear route for you to complain, acknowledge the complaint within 30 days, investigate it appropriately and communicate the outcome without undue delay.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection matters.
www.ico.org.uk
3. The Personal Information We Collect
The information we collect depends on the services you ask us to provide and how you interact with us. It may include:
Identity and contact information – such as your name, title, postal addresses, email address and telephone numbers.
Service and transaction information – such as quotation details, moving or storage requirements, collection and delivery addresses, dates, inventories, job records, purchase history and invoices.
Payment and financial information – such as payment status and, where required, bank or payment details. Card payments may be processed by specialist payment providers.
Account and profile information – such as account identifiers, usernames and information used to provide secure access to online services.
Communications and customer service information – such as emails, messages, enquiries, complaints, feedback and records of interactions with us.
Marketing preferences – including whether and how you wish to receive marketing communications.
Website, device and usage information – such as IP address, browser type and version, device type, operating system, pages viewed and information generated by cookies or similar technologies.
Images or recordings – where applicable, such as photographs supplied in connection with a quotation or service and CCTV footage at our premises.
Other information needed to provide a service – including information about access, delivery arrangements, authorised contacts or overseas destination requirements.
We do not routinely seek special category personal data. If information revealing matters such as health or disability is genuinely necessary to provide a requested service safely or to make appropriate arrangements, we will only use it where data protection law permits us to do so.
4. How We Collect Personal Information
Directly From You
We may collect information directly from you when you request a quotation, make a booking or purchase services, complete a form, create or use an online account, contact us by phone, email, website form or social media, visit one of our branches, make a payment, subscribe to marketing communications, provide feedback or complete a survey.
From Someone Acting for You or Arranging a Service
We may receive your personal information from a family member, employer, relocation company, corporate client, agent, destination partner or other authorised representative.
Automatically
When you use our websites or online services, we may collect information through cookies, server logs, analytics tools and other storage and access technologies.
From Service Providers and Business Partners
We may receive information from payment providers, delivery partners, agents, shipping lines, technology providers and other organisations involved in fulfilling your service.
From Public or Professional Sources
Where appropriate and lawful, we may also obtain information from sources such as company websites, business directories or other information needed to verify or complete a business transaction.
Where we obtain your personal information from another source, we will provide the required privacy information within the period required by law, unless an exemption applies or you already have the information.
How and Why We Use Your Personal Information
We only use personal information where we have a lawful basis. The basis will depend on the purpose and the circumstances.
Providing Quotations, Bookings and Services
Information used: Identity and contact information, service details and transaction information.
Lawful basis: Contract, or steps taken at your request before entering into a contract.
Managing Customer Accounts and Service Communications
Information used: Identity and contact information, account information, service records and communication records.
Lawful basis: Contract and legitimate interests.
Payments, Refunds, Invoicing and Financial Records
Information used: Identity and contact information, transaction information and payment information.
Lawful basis: Contract, legal obligation and legitimate interests.
Customer Support and Complaints
Information used: Identity and contact information, service records and communication records.
Lawful basis: Contract, legitimate interests and legal obligation where applicable.
Operating and Protecting Our Websites, Systems and Business
Information used: Account information, device and usage information, security records and service records.
Lawful basis: Legitimate interests, legal obligation and consent where required.
Fraud Prevention, Property Protection and Security
Information used: Identity and contact information, transaction information, security records and CCTV where applicable.
Lawful basis: Legitimate interests and legal obligation.
Service Analysis and Customer Experience
Information used: Service information, transaction information and website usage information.
Lawful basis: Legitimate interests, consent or an applicable PECR exception where required.
Direct Marketing
Information used: Identity and contact information, purchase history and marketing preferences.
Lawful basis: Consent or legitimate interests where permitted, subject to PECR.
Legal, Regulatory, Insurance and Claims Requirements
Information used: Relevant identity, transaction, service and communication records.
Lawful basis: Legal obligation, legitimate interests and the establishment, exercise or defence of legal claims where applicable.
5. Legitimate Interests
Where we rely on legitimate interests, we consider whether the use of personal information is necessary for a genuine business purpose and balance that purpose against your rights and reasonable expectations.
Our legitimate interests may include providing and improving services, operating efficiently, maintaining IT and physical security, preventing fraud, managing customer relationships, handling claims and promoting our own relevant services where the law permits.
6. Marketing Communications
We may send information about our own products and services where you have asked to receive it, where you have given valid consent, or where the law permits us to rely on another route such as the electronic-mail “soft opt-in”.
Where the soft opt-in applies, it is limited to the circumstances permitted by PECR. We provide a clear opportunity to opt out when your details are collected and in each subsequent marketing message.
You can object to direct marketing or change your marketing preferences at any time by clicking the unsubscribe link in an email or by contacting us directly.
We may retain a minimal suppression record so that we can respect your request and avoid sending further marketing communications.
Service Messages Are Different From Marketing
Opting out of marketing will not stop communications that are necessary to provide, administer or complete a service you have requested, such as booking updates, payment information or operational messages.
7. Cookies and Similar Technologies
Our websites may use cookies, tracking pixels, web storage, scripts, tags and other storage and access technologies.
Some technologies are necessary for our website or services to operate. Where consent is required, we will ask for it before using the relevant technology.
Non-essential cookies, including analytics cookies, are only used where the applicable legal requirements have been met.
You can manage your cookie preferences through our website cookie controls.
Hotjar
We use Hotjar to help us understand how visitors interact with our website and to improve usability.
Hotjar may collect information including device and browser information, IP address information, clicks, scrolling and navigation activity, and other information about how visitors use our website.
Hotjar is used for analytical purposes and is not used by us to identify individual website visitors personally.
Further information is available in Hotjar’s Privacy Policy at www.hotjar.com/legal/policies/privacy/.
Further details about the cookies and similar technologies used on our website are available in our Cookie Policy and through our website consent controls.
8. Sharing Your Personal Information
We do not sell your personal information.
We may share personal information where necessary with removal, storage, shipping, freight, destination, delivery and other service partners.
We may share information with payment processors, banks and financial service providers.
We may share information with IT, CRM, cloud, hosting, website, communications and cybersecurity providers.
We may share information with insurers, loss adjusters, professional advisers, auditors and accountants.
We may share information with business clients, relocation companies or authorised representatives where they are arranging or paying for a service.
We may share information with law enforcement, regulators, courts, HM Revenue & Customs or other public authorities where disclosure is required or permitted by law.
We may also share information with a prospective buyer, seller or adviser in connection with a genuine corporate reorganisation, sale or transfer, subject to appropriate safeguards.
Where a supplier processes personal information on our behalf, we require appropriate contractual and security protections.
Some recipients may act as independent data controllers and will be responsible for their own use of the information.
9. International Data Transfers
Because moving and storage services may involve overseas destinations, and because some technology or support providers operate internationally, personal information may sometimes be transferred outside the UK.
Where a transfer is a restricted transfer under UK data protection law, we use an appropriate lawful mechanism.
Depending on the destination and recipient, this may include UK adequacy regulations or another applicable UK adequacy arrangement, the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses, or another lawful transfer mechanism or exception where appropriate.
Where required, we also assess whether the protection provided by the transfer arrangements is sufficient.
You may contact us if you would like further information about the safeguards used for a particular transfer.
10. Data Security
We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, destruction, alteration, disclosure or access.
Access is limited to people who need the information for a legitimate business purpose, and employees and service providers are expected to handle it confidentially and securely.
We maintain procedures for identifying, investigating and responding to personal data breaches and will notify affected individuals and the Information Commissioner’s Office where the law requires us to do so.
11. How Long We Keep Personal Information
We keep personal information only for as long as it is reasonably necessary for the purpose for which it was collected, including to provide services, manage our relationship with you, meet legal, tax, accounting, insurance and regulatory obligations, resolve disputes and establish, exercise or defend legal claims.
Customer and Transaction Records
We typically retain customer and transaction records for up to 6 years where required for legal, tax, accounting or contractual purposes.
Quotation Data
Where no service is purchased, quotation data is typically retained for up to 12 months.
Marketing Information
Marketing information is typically retained until you withdraw consent, opt out or after 24 months of inactivity, subject to any minimal suppression record needed to respect your preferences.
Technical and Analytics Information
Technical and analytics information is retained in line with the applicable cookie or analytics retention settings.
Retention periods may vary where there is a legal, regulatory, insurance or contractual reason to retain information for a different period.
When personal information is no longer required, we will delete it, securely destroy it or anonymise it so that it can no longer identify an individual.
Anonymised information may be retained for statistical or analytical purposes.
12. Your Information Rights
Right of Access
You may ask for a copy of your personal information and information about how we use it.
Right to Rectification
You may ask us to correct inaccurate or incomplete personal information.
Right to Erasure
You may ask us to delete personal information in circumstances where the law gives you this right.
Right to Restriction
You may ask us to restrict how we use personal information in certain circumstances.
Right to Data Portability
You may have the right to receive certain information you provided to us in a structured, commonly used, machine-readable format and, where applicable, have it transmitted to another controller.
Right to Object
You may object to processing based on legitimate interests in certain circumstances.
Right to Object to Direct Marketing
You may require us to stop using your personal information for direct marketing at any time.
Right to Withdraw Consent
Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
Your Right to Object
You have an absolute right to object to the use of your personal information for direct marketing.
You may also object to other processing based on legitimate interests. Where you do so, we will consider your objection in accordance with data protection law.
There is normally no fee for exercising your rights.
We may need to ask for information to verify your identity and ensure that personal information is not disclosed to someone who is not entitled to receive it.
We normally respond to information-rights requests within the period required by law. In some circumstances, the law allows the response period to be extended or a request to be refused or charged for. If that applies, we will explain why.
13. Automated Decision-Making
We do not carry out automated decision-making or profiling that produces legal or similarly significant effects.
14. Complaints and the ICO
We would like the opportunity to resolve any concern about how we use your personal information.
Please contact us at [email protected] and tell us what has happened and what you would like us to do.
You also have the right to complain to the Information Commissioner’s Office, the UK’s independent regulator for data protection.
www.ico.org.uk
15. Changes to This Privacy Policy
We review this privacy policy regularly and update it where necessary, including when our services, technology, suppliers or legal obligations change.
Where a change materially affects how we use existing personal information, we will take appropriate steps to bring the change to the attention of affected individuals before the new use begins where required.
16. Contact Us
Fox Group (Moving and Storage) Ltd
Privacy contact: [email protected]
Supervisory authority: Information Commissioner’s Office (ICO)
www.ico.org.uk