Privacy Policy

Your privacy is important to us. This page  explains the types of personal data we may collect about you when you interact with us. It also explains how we store and handle that data and keep it safe.

1. Who we are and what we do

Fresh Home Moves Limited (trading as FRESH MOVES) is a specialist home improvement business providing home maintenance and refurbishment services to private clients and landlords. We can be contacted at 48 Hucclecote Road, Gloucester, GL3 3RS or on 01242 431 861.

2. The first point of contact for data protection

If you have any concerns or queries about our data protection procedures, please contact Ed Tallents on 01242 431 861 or at ed@freshmoves.co.uk 

3. Why we process data

We provide our clients with bespoke property refurbishment services to help them enjoy their new home, sell their existing home, or rent their property more quickly.

This means that we need to process data to supply you with the service(s) and product(s) you have requested, and when managing your account. We will also process your payment data when we are processing invoices, payments, or orders.

If you are one of the suppliers we work with to provide our services, then we process your data and finance details as part of our ongoing working relationship.

4. Legal bases for processing your data including any explanation of legitimate interests

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data. Some of these reasons, set out below, are the bases we have for processing your personal data:

Consent

In specific situations, we can collect and process your data with your consent. For example, when you instruct us to work for you, or contact us with an enquiry via phone, email or on our website.

When collecting your personal data, we always make it clear to you which data is necessary in connection with a particular service.

Contractual obligations

In certain circumstances, we need your personal data to comply with our contractual obligations.

We need to collect and retain your contact details, so we can, for example:

• Supply you with product(s) and/or service(s) as property refurbishment specialist or;

• Enter into a contract with you to supply us with your services, for example as our insurance provider, or a subcontractor.

Legal obligations

If the law requires us to, we may need to collect and process your data.  

For example, we are obliged to retain certain information for HMRC tax and accounting purposes or to comply with other legislative provisions.

Legitimate interest

In particular circumstances, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example, we retain customer and supplier information for six years beyond the contract period, in order to maintain a good working relationship with these individuals.

5. When we collect data

Via our website

When you use the form to contact us online with an enquiry, we collect your name, addresses and phone number in order for us to respond to you. We also have a form on our website for you to instruct us to work for you, and if you do so, we’ll collect contact information so that we can provide the works you have asked us to.

Phone or email

If you make an enquiry over the phone or email, we will use the details you give us to assist with your query or registration with us as a client, as applicable.

We also collect data when we enter into a contract with suppliers.

6. What data we collect

• Contact information including: name, addresses and phone number

• If you are one of our clients or suppliers, then we may also collect your contact and payment details as part of our ongoing working contract and to process invoices and payments.

Our website uses cookies. A cookie is a small file of letters and numbers that we put on your computer if you agree. These cookies allow us to distinguish you from other users of the website which helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

For example, the cookies we use are ‘analytical’ cookies. They allow us to recognise and count the number of visitors and to see how visitors move around the site when they’re using it. This helps us to improve the way our website works, for example by making sure users are finding what they need easily.

7. How we use your personal data

• We process data to enable us to fulfill our contractual obligations for both our clients and our suppliers.

• Client and supplier bank details will only be used when processing payment.

• We may hold your email address so that we can contact you in future, if you’ve opted into our mailing list.

8. How long we keep your personal data

Whenever we collect or process your personal data, we only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will be deleted completely. Some examples of our data retention periods are as follows:

Clients

We will keep the personal data you give us for 6 years so that we can retain a good working relationship with you should you have any queries or wish to work with us again on another project.

If you opt in to our mailing list, then we keep your email address securely on our system until you unsubscribe.

Suppliers

For companies supplying us with services, we retain your personal information for a period of 6 years so that we can, if necessary, contact you again and continue our business relationship with you.

We also need to comply with our legal contractual obligations and therefore we need to retain certain transactional information from your account for 7 years to satisfy accounting rules.

9. How we keep your data safe

We are aware of the need to maintain the correct and highest-level security when processing your personal information. We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way.

We take the following steps to maintain the security of your personal information:

• We keep all your information in systems that are secure, such as Google Workspace and Xero.

• Access to all information is limited to those who need access for the performance of their job.

• We use a secure cloud platform for all data storage and delete any files downloaded for local information processing once this is complete.

• Our systems are password protected, often using two-factor authentication.

We avoid the use of paper-based documentation wherever possible, and any such documentation received by us will be scanned, uploaded and the paper copy destroyed. If for legal reasons we need to retain this information, it is stored securely inside a locked premises. 

We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so and if your data is affected.

10. Who we share your data with

We sometimes share your personal data with trusted third parties which act only on our instruction (known as “data processors”). 

Data processors might be, for example, a third-party supplier, or subcontractor.

Where we share information with these companies, organisations or individuals, we make sure that they also keep your data secure and that they also protect your rights. To this end, we make sure that:

• We provide only the information they need to perform their specific services.

• They may only use your data for the exact purposes we specify in our contract with them or where their terms and conditions of processing contain the correct data processor clauses under GDPR.

• If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

We sometimes also share your data with third parties for their own purposes (“joint controllers”) e.g. HMRC, accountants, legal advisors or public organisations.

We will only do this in very specific circumstances, for example:

• With your consent

• Where we have a data sharing agreement in place with the other party

• Where we are obliged to share the information for legal reasons

11. Where your data is processed

We do not transfer data outside of the European Economic Area.

From time to time we may pass personal data such as your name and email address to third-party services that we use to send out communications (both electronic and print).

However, your personal data will remain in the EU or countries considered by the EU to have equivalent policies such as Jersey, Guernsey, Switzerland, New Zealand and Canada. Companies based in the USA that have certified with the EU-US Privacy Shield programme are also considered to be permitted destinations by the EU (this includes popular US products like Gmail, DropBox and MailChimp).

12. Your rights and who to contact

You have the following rights, which you can exercise free of charge:

Access

The right to be provided with a copy of your personal data

Rectification

The right to require us to correct any mistakes in your personal data

To be forgotten

The right to require us to delete your personal data, in certain situations

Restriction of processing

The right to require us to restrict processing of your personal data, in certain circumstances e.g. if you contest the accuracy of the data

Data portability

The right to receive the personal data you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party, in certain situations

To object

The right to object:

• at any time to your personal data being processed for direct marketing (including profiling);

• in certain other situations to our continued processing of your personal data, e.g. processing carried out for the purpose of our legitimate interests.

Not to be subject to automated individual decision-making

The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.

If you would like to exercise any of those rights, please contact Ed Tallents on 01242 431 861 or at ed@freshmoves.co.uk 

Other Rights

Your right to withdraw consent

Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. You can do this by contacting ed@freshmoves.co.uk

Where we rely on our legitimate interest

In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. 

We will then stop processing your information unless we believe we have a legitimate overriding reason to continue processing.

Checking your identity

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. 

For us to check your identity, please:

• Let us have enough information to identify you (e.g. your full name, address and customer/supplier number or order number, if applicable);

• 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

• Let us know what right you want to exercise and the information to which your request relates.

If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act on your behalf.

If we choose not to action your request, we will explain to you the reasons for our refusal.

Your right to contact the ICO

We would hope that you will always raise any issues with us first, and that we will be able to resolve them to your satisfaction. However, if this isn’t possible then you always have a right to complain directly to the Information Commissioner’s Office (ICO) If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data.

You can contact them by calling 0303 123 1113 (local rate) or go online to www.ico.org.uk/concerns (this opens in a new window; please note we can’t be responsible for the content of external websites).

If you are based outside the UK, you have the right to lodge your complaint with the relevant data protection regulator in your country of residence.

You also have the right to take to seek a judicial remedy.

Updates to this privacy notice

From time to time we will make changes to this Privacy Notice, for example, as the result of government regulation, new technologies, or other developments in data protection laws or privacy generally. You should check our website periodically to view the most up-to-date Privacy Notice. This privacy notice was last updated on 1 November 2023.