Privacy Policy

Dulwich Removals Privacy Policy

This Privacy Policy explains how Dulwich Removals collects, uses, stores and protects personal data relating to our customers and prospective customers. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Dulwich Removals customers and prospective customers in our service area.

Who we are and scope of this policy

Dulwich Removals is a removals and related services provider. In the context of the UK GDPR, we act as a data controller for the personal data we collect and use in connection with our services. This Privacy Policy applies to personal data we collect in person, by phone, via forms, in writing and through any other direct interaction with you as a customer or prospective customer.

Personal data we collect

We collect only the personal data that is reasonably necessary to provide our removals and related services, manage our relationship with you, and comply with our legal obligations. The types of personal data we may collect include:

Identification and contact details, such as your name, postal address, collection and delivery addresses, and other contact details you choose to provide. Service and booking information, such as details of your move, inventory lists, dates and times of service, special instructions, notes relating to access or property layout, and any additional services requested. Communication records, such as messages, correspondence and notes of conversations relating to quotations, bookings, changes, feedback or complaints. Payment-related information, such as records of payments made, payment method used and relevant transaction details. We do not store full card details where payments are processed through a third party provider. Technical and usage information, where applicable, such as basic information generated when you communicate with us online, including the date and time of contact and general browsing patterns where this is necessary for the functioning and security of our website.

How we collect your data

We collect personal data directly from you when you request a quotation, make a booking, contact us with an enquiry, provide feedback, or communicate with us in any other way. We may also collect information indirectly from third parties where this is required to provide our services, such as from landlords, estate agents or other parties involved in a move, but only where it is lawful and necessary to do so.

Lawful bases for processing

We process your personal data on one or more of the following lawful bases:

Performance of a contract: to provide you with quotations, confirm and carry out your removal or related services, manage changes or cancellations, and communicate with you about your booking. Legal obligations: to comply with applicable laws and regulatory requirements, including record-keeping, tax obligations and responding to lawful requests from public authorities. Legitimate interests: to manage and improve our services and business operations, to respond to your enquiries, to protect our staff, customers and property, to handle complaints or disputes, and to maintain accurate records. Where we rely on legitimate interests, we will do so only where our interests are not overridden by your rights and freedoms. Consent: where required by law, such as for certain types of marketing. Where processing is based on consent, you may withdraw your consent at any time.

How we use your personal data

We may use your personal data for the following purposes:

To provide quotations and estimates for removals and related services. To confirm, manage and carry out your booking, including planning and delivering the move. To communicate with you about your enquiry, quotation, booking, changes or issues. To manage payments, invoices, receipts and financial records. To respond to feedback, queries and complaints, and to resolve disputes. To maintain and improve our services, including staff training and quality control. To meet legal, regulatory and insurance requirements. To send you information about our services where you have requested it or where lawfully permitted.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy and where permitted by law. These third parties may include:

Service providers, acting as data processors, who perform functions on our behalf, such as payment processing, secure data storage, accounting support, vehicle tracking, or IT and system administration. Professional advisers, such as accountants, insurers and legal advisers, where necessary for advice, audits, claims handling and compliance. Public authorities, law enforcement agencies and regulators, where required by law or where necessary to protect our rights, property or safety, or that of our staff or customers.

Where we use third party processors, we ensure that they are subject to contractual obligations to protect your personal data, use it only in accordance with our instructions, and implement appropriate security measures.

International transfers

Our services and primary operations are based in the United Kingdom. If we ever need to transfer your personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or an adequacy decision, to protect your data in accordance with applicable data protection laws.

Data retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. In determining appropriate retention periods, we consider the amount, nature and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, and applicable legal requirements.

By way of guidance, we typically retain core customer and booking records for a number of years after completion of services, in line with limitation periods for legal claims and statutory record-keeping obligations. Communication records, quotes that do not lead to bookings, and other ancillary data may be kept for shorter periods where appropriate. When data is no longer needed, we will delete it or anonymise it so that it can no longer be associated with you.

Data security

We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data. These measures may include access controls, secure storage, staff training, and procedures for handling suspected data breaches.

While we work to protect your personal data, no system can be completely secure. We therefore cannot guarantee the absolute security of your data. However, we are committed to responding promptly to any suspected data security incident and, where required by law, will notify you and the relevant supervisory authority.

Your data protection rights

Under the UK GDPR, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These may include:

The right of access: to obtain confirmation of whether we process your personal data and to receive a copy of that data. The right to rectification: to request correction of inaccurate or incomplete personal data. The right to erasure: to request deletion of your personal data where there is no good reason for us to continue processing it. The right to restriction: to request that we suspend the processing of your personal data in certain circumstances. The right to data portability: to receive personal data you have provided to us in a structured, commonly used and machine-readable format, and to request that we transmit that data to another controller where technically feasible. The right to object: to object to processing based on our legitimate interests, including certain types of direct marketing. The right not to be subject to certain automated decision-making: to request human review where decisions are made solely by automated means that have legal or similarly significant effects on you.

To exercise any of these rights, you should contact us and provide sufficient information for us to confirm your identity. We may need to request additional information from you to help us respond to your request securely.

Complaints and supervisory authority

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority. Details of how to contact the supervisory authority can be found on the website of the UK Information Commissioner's Office.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other operational needs. Any changes will take effect when the updated policy is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.