Privacy Policy - Dulwich Removals

This Privacy Policy explains how Dulwich Removals collects, uses, stores, shares, and protects personal data when providing removal and related services. It applies to all Dulwich Removals customers in the area, including prospective customers, existing customers, and anyone who communicates with us in connection with our services.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we process, why we process it, how long we keep it, and what rights you have in relation to your personal data.

1. Data We Collect

We only collect personal data that is necessary for the operation of our services and the administration of our business. The information we collect may include the following:

Identity details, such as your name and title.
Contact details, such as postal address, email address, and telephone number.
Service details, such as your property address, moving date, inventory details, access notes, packing requirements, and any special handling instructions.
Billing and payment information, such as invoice records, payment status, and transaction references.
Communication records, including emails, messages, and notes from telephone conversations.
Operational information, such as quotations, service preferences, complaints, claims, and feedback.
Technical data, where relevant, such as basic website or device information if you contact us online or use our digital services.

We generally do not seek to collect special category data unless it is strictly necessary and you choose to share it with us. If you provide such information, for example in relation to access needs or health-related moving considerations, we will only use it where we have an appropriate legal basis and additional safeguards.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and manage bookings.
To plan, carry out, and complete removal services.
To communicate with you before, during, and after your move.
To issue invoices, process payments, and manage account administration.
To handle complaints, queries, and claims.
To meet legal, regulatory, insurance, and tax obligations.
To maintain business records and improve our services.
To prevent fraud, misuse, or security incidents.

We only use personal data in ways that are compatible with the purpose for which it was collected. We do not sell your personal data.

3. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis for each type of processing. Dulwich Removals relies on the following lawful bases:

Performance of a Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations you request, managing bookings, delivering removal services, and handling payment or service-related administration.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include managing customer relationships, improving service quality, preventing fraud, maintaining business records, and protecting our operations.

Legal Obligation

We process some personal data to comply with legal obligations, such as tax and accounting requirements, health and safety duties, insurance obligations, and lawful requests from public authorities where applicable.

Consent

In limited situations, we may rely on your consent, particularly where it is required by law or where you have explicitly agreed to a specific use of your information. Where we rely on consent, you may withdraw it at any time.

4. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes described in this policy and to meet legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the reason for processing.

As a general approach:

Quotation and enquiry records are usually kept for a limited period after the enquiry ends, unless they become part of a customer record.
Customer service and booking records are typically retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by law and accepted accounting practice.
Claims, complaints, and dispute records may be kept for longer if necessary to establish, exercise, or defend legal claims.

When personal data is no longer required, we will securely delete it or anonymise it so that it can no longer identify you.

5. Processors and Third Parties

We may share personal data with trusted third parties who act as data processors or independent controllers depending on the service they provide. We only share information where necessary and require appropriate data protection safeguards.

Processors may include:

IT and cloud service providers used for secure storage, email, and business operations.
Accounting and invoicing providers used for financial administration.
Payment service providers used to process transactions.
Insurance providers and claims handlers where needed for risk management or claim resolution.
Professional advisers, such as lawyers, auditors, or consultants, where required.
Subcontractors or operational partners assisting with parts of a removal service, where necessary for service delivery.

Where processors act on our behalf, they are instructed only to process personal data in accordance with our instructions and applicable data protection law. We do not permit them to use your data for their own unrelated purposes.

6. Data Sharing and Transfers

We may disclose personal data if required by law, in response to lawful requests, or where necessary to protect our rights, property, customers, or staff. If data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy regulation or approved contractual protections, so that your information remains protected.

7. Your Rights

Under UK data protection law, you have a number of rights in relation to your personal data. These rights may be subject to legal exceptions and limitations, but we will always respond in accordance with the law.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – you can ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request your data in a structured, commonly used format where applicable.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully.

8. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and procedures designed to reduce the risk of data breaches. While no system can be guaranteed completely secure, we work to maintain a high standard of protection.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is used.

10. Summary of Our Commitment

Dulwich Removals respects your privacy and handles personal information responsibly. We only collect data that is necessary, use it for clear and lawful purposes, keep it only as long as needed, and share it only with appropriate safeguards in place. If you are a customer in the area, this policy applies to you whenever we process your personal data in connection with our services.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection law.