Privacy Policy

Who we are

Elite Moving (“we”, “us”) is responsible for your personal information — the “controller”, in data protection terms. We are registered in England and Wales, company number 13346331. Our address is Unit J12, Swallow Business Park, Diamond Drive,, Hailsham, Sussex, BN27 4EL.

For anything about your personal information, email info@elitemoving.co.uk or call 020 8044 4474.

What we collect

• Your contact details

  Your name, email address and phone number.

• Your move

  Collection and delivery addresses, when you want to move, what is moving (your inventory, its volume and, if you add them, its values), access at each end, and the packing, storage and service level you choose.

• What customs need

  Answers that decide which customs documents apply — the type of move, how long you have lived in the UK, whether you are taking a vehicle, whether any goods are inherited, and your employment status — and copies of the documents themselves, such as your passport, proof of UK residence, proof of your new address, a residence permit, proof of income or inheritance papers. We only ask for the documents your destination's customs actually require.

• People you add to your move

  If you give a partner, a helper or whoever is paying access to your portal, we hold their name and email address. Please let them know you have done so.

• Payments

  What you paid, when, how (for example, the card type), and whether it succeeded. Card numbers go straight to our payment provider, Stripe — we never see or store them. When you accept our Terms & Conditions we record which version, when, your IP address and your browser, as evidence of the agreement.

• Conversations

  Messages you send in your portal, emails, WhatsApp messages if you contact us there, notes our coordinators make of calls with you, and the results of any survey of your move.

• How you found us and used the site

  The page you arrived on, the website that sent you, any campaign tags or advert click reference in the link you followed, and whether you were on a phone or a computer. Your IP address, to keep the site secure. With your permission, analytics and advertising cookies — see our cookie policy.

Most of this comes from you. Some comes from people acting for you — a relocation agent, an employer paying for your move, or someone you have added to your portal.

How we use it, and the law that allows it

Data protection law requires a lawful basis for each thing we do with your information. Ours are:

• Preparing your quote and answering your enquiry

  Steps before a contract
  Working out a price, calling or emailing you about it, and arranging a survey. If you start a quote and give us your email address but do not finish, we may get in touch to help — you asked us for a price, and it is in both our interests to see whether we can give you one. The same goes if you email yourself a checklist from our customs checker.

• Carrying out your move

  Contract
  Planning, collecting, packing, transporting, storing and delivering your goods, and keeping you updated.

• Customs clearance

  Contract · legal obligation
  Preparing and submitting the declarations and supporting documents customs in the UK and your destination require.

• Payments, invoices and our accounts

  Contract · legal obligation
  Taking deposits and balances, issuing refunds, and keeping the financial records tax law requires.

• Claims, complaints and disputes

  Legitimate interests
  Handling a claim for loss or damage, a complaint, or a disputed payment — including relying on the record of the terms you accepted.

• Emails about your move

  Contract
  Your quote, booking confirmation, receipts and requests for documents. You can turn off non-essential notifications in your portal; sign-in links are always sent, because they are how you reach your move.

• News and offers

  Consent
  Only if you ticked the box to receive them. You can unsubscribe from any of these emails, or tell us, at any time.

• Knowing which advertising works

  Legitimate interests · consent for cookies
  Recording the campaign or advert that brought an enquiry, so we spend less on advertising that does not help anyone. Analytics and advertising cookies are only used if you allow them.

• Keeping the service secure

  Legitimate interests
  Limiting how often sign-in links and payments can be requested, and keeping a log of which member of staff opened which document and when.

We do not ask for “special category” information such as health or religion. Our instant quote calculates a price automatically, but it is an estimate: a person confirms your price after surveying your move, so no decision that significantly affects you is made by a computer alone.

Your customs documents

A passport scan or a proof of address is exactly what an identity thief wants, so we treat these more carefully than anything else we hold:

• They are uploaded through your portal, which you sign in to with a single-use link rather than a password.
• They are stored away from the public website and can only be opened by signed-in staff. Every time one is opened, we record who opened it and when.
• We share them only with the customs authorities and licensed customs agents who need them to clear your goods.
• They are deleted automatically 90 days after your goods are delivered. We keep a note that a document was deleted — never what was in it.

Who we share it with

We never sell your information. We share it only where we need to:

• Customs

  HM Revenue & Customs, the customs authority in your destination country, and the licensed customs agents and brokers who clear your goods for us.

• Partners who help carry out your move

  Removal companies, destination agents and subcontractors who collect, deliver or store your goods on our behalf — only the details they need for your job.

• Service providers

  Companies that run parts of our service for us and may only use your information on our instructions: Stripe (card payments), Google (address lookup, the route map and road distances; and analytics and advertising measurement only if you allow cookies), postcodes.io (turning a UK postcode into a location — the postcode only), our email delivery provider, and our cloud hosting and database provider. If you message us on WhatsApp, WhatsApp (Meta) handles that conversation.

• People you choose

  Anyone you add to your portal. What they see depends on the access you give them — someone paying for your move sees the payments page and nothing else.

• Advisers, insurers and authorities

  Our accountants, lawyers and insurers where needed — for example to settle a claim — and the police, courts or regulators if the law requires it.

Transfers outside the UK

Moving abroad means some of your information has to go abroad too: to customs and our partners in your destination country, so the move can happen. The EU countries we serve and Switzerland are recognised by the UK as protecting personal information to an adequate standard.

Some of our service providers, such as Stripe and Google, process information in the United States and elsewhere. Where they do, the transfer is protected by the UK’s data bridge with the United States for certified companies, or by the contract terms approved by the Information Commissioner.

How long we keep it

• Enquiries that do not go ahead

  Up to 24 months after we were last in touch, in case you come back to us, then deleted.

• Identity documents for customs

  Deleted 90 days after your goods are delivered.

• Your booking, the terms you accepted, payments and invoices

  Six years after the end of the financial year in which your move was completed — the period tax law requires us to keep financial records, and the time limit for a claim under the contract.

• Customs declarations and valued inventories

  For as long as customs law in the UK or your destination country requires.

• Marketing preferences

  Until you unsubscribe. After that we keep just enough to make sure we do not email you again.

• Sign-in links

  A sign-in link works once and expires after 30 minutes. A portal session lasts 14 days unless you sign out.

Your rights

You have the right to:

• Get a copy of your information. You can download everything you have given us from the Account page of your portal at any time, or ask us.
• Have it corrected if it is wrong or incomplete.
• Have it deleted. We will delete everything we are not required by law to keep — customs and financial records have legal minimum periods.
• Object to us using it on the basis of our legitimate interests, and to stop marketing at any time, no questions asked.
• Restrict how we use it while a concern is looked into.
• Take it elsewhere in a commonly used, machine-readable format.
• Withdraw your consent to anything that relies on it — marketing emails, or optional cookies through the Cookie settings link at the foot of every page.

To use any of these, email info@elitemoving.co.uk. It is free, and we will reply within one month. We may need to confirm who you are before we act, so that nobody else can get at your information.

Keeping it secure

Everything travels over encrypted connections. Our staff sign in individually, see only the parts of the system their role needs, and their access to your documents is logged. You sign in to your portal with a single-use link sent to your email rather than a password that could be guessed or reused, and you can sign out of every device from your account page.

Cookies

We use a small number of cookies that are essential to run the site, and — only if you agree — cookies for analytics and advertising measurement. Our cookie policy lists them all.

If you are unhappy with how we have handled your information

Please tell us first at info@elitemoving.co.uk — we will acknowledge your complaint within 30 days and put things right if we can. You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection, at ico.org.uk/make-a-complaint or on 0303 123 1113.

Changes to this policy

If we change how we use your information we will update this page and the date at the top. If a change matters to a move you have booked with us, we will tell you directly.