Removals Dulwich Privacy Policy
This Privacy Policy explains how Removals Dulwich collects, uses, stores and protects personal data relating to our customers and prospective customers in the Dulwich area and surrounding locations. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all Removals Dulwich services, including home removals, office removals, packing, storage, and any related services we provide in the area. By engaging with our services or providing your personal data, you acknowledge that you have read and understood this Privacy Policy.
Who we are and scope of this policy
Removals Dulwich is a removals and related services provider operating in and around the Dulwich area. For the purposes of applicable data protection laws, Removals Dulwich is the data controller in respect of the personal data we collect and use in connection with the provision of our services.
This Privacy Policy covers personal data relating to individual customers, prospective customers, individuals who act on behalf of business customers, and any other individuals who interact with us in the course of making enquiries or arranging services.
Personal data we collect
We may collect and process the following categories of personal data, depending on how you interact with us and the services you request:
Identification and contact details: Name, title, postal address, removal addresses for collection and delivery, email address, and any other contact details you choose to provide.
Service and booking information: Details of your enquiry, requested services, property type, access information, inventory details, packing requirements, dates and times of moves, and any special instructions you give us.
Contract and payment information: Records of quotations, bookings, invoices, payment status, and limited payment-related details required to process or reconcile payments. Where card payments are taken via third-party providers, we do not normally receive or store your full card details.
Communication records: Copies of communications with you, such as telephone notes, written correspondence, and messages exchanged when you contact us or we contact you.
Website and usage information: If you visit our website, we may collect technical data such as IP address, browser type, and information about how you use our site, using cookies or similar technologies where permitted by law and your browser settings.
Special category data: We do not intentionally seek special category data, such as health information. However, you may choose to share limited information of this type, for example to explain access or mobility needs. Where this occurs, we will process it only where necessary and with appropriate safeguards.
How we collect your personal data
We may collect personal data directly from you when you:
Make an enquiry by phone, through our website, or in writing.
Request a quotation or invite us to carry out a survey.
Book a removal, packing, or storage service with us.
Communicate with us to change or update your booking.
Provide feedback or make a complaint.
We may also collect personal data indirectly from:
Individuals acting on your behalf, such as family members, colleagues, or landlords who provide details necessary to arrange a removal.
Business customers who supply contact details for their staff to coordinate moves.
Third-party service providers, for example payment processors, who confirm that a payment has been made.
Lawful basis for processing
We will only process your personal data where we have a lawful basis under data protection law. Depending on the context, we may rely on the following bases:
Performance of a contract: To take steps at your request before entering into a contract, and to perform our contract with you. This includes providing quotations, arranging surveys, booking and carrying out removals, issuing invoices, and handling customer service.
Legitimate interests: To pursue our legitimate business interests, provided your interests and fundamental rights do not override these. This includes managing our relationship with you, improving our services, maintaining records, and defending our legal rights.
Legal obligation: To comply with legal and regulatory obligations, for example in relation to tax, accounting, and responding to lawful requests from authorities.
Consent: Where required by law, we may request your consent, for example in relation to certain marketing communications or the use of particular cookies. Where we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing before withdrawal.
How we use your personal data
We may use your personal data for the following purposes:
To provide quotations, surveys, and advice in relation to your move.
To plan, schedule, and perform removals, packing, and storage services.
To communicate with you regarding your booking, including confirmations, changes, and updates.
To manage payments, invoicing, and debt recovery where applicable.
To handle questions, feedback, and complaints and to provide customer support.
To maintain business and financial records and to meet tax and accounting obligations.
To improve our services, for example by reviewing enquiries and service outcomes.
To protect our business, staff, and customers, including in connection with legal claims or disputes.
Data sharing and processors
We may share your personal data with third parties where necessary for the purposes described above and where permitted by law. These third parties may include:
Service partners: Other removals, storage, or logistics providers engaged to assist in carrying out your move or providing related services where necessary.
Professional advisers: Accountants, insurers, legal advisers, and other professional service providers who require access to certain data to provide services to us.
Payment processors: Third-party payment service providers that process payments on our behalf. These providers usually act as independent controllers or processors with their own data protection obligations.
IT and systems providers: Companies that host or support our business systems, communication tools, and data storage. These providers act as data processors and process personal data only on our documented instructions.
Authorities and regulators: Law enforcement, courts, regulators, or other public bodies where we are legally required to share information, or where sharing is necessary to protect our rights or the rights of others.
Whenever we use data processors, we put in place contracts requiring them to handle personal data securely, only in accordance with our instructions, and in compliance with applicable data protection laws.
Data retention
We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet any legal, accounting, or reporting requirements.
In general:
Quotation and enquiry records are kept for a period necessary to follow up on your enquiry and to manage our business records.
Contract and service records, including information relating to completed removals and payments, are kept for the duration of our relationship with you and for a period afterwards required to comply with tax and accounting obligations and to address any queries or disputes.
Communication records are retained in line with our general retention practices to enable us to refer to past interactions and to improve our services.
When we no longer need personal data, we will delete it or anonymise it so that it can no longer be associated with you.
International transfers
Our primary operations are based in the UK. If we need to transfer personal data to a country outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your data in accordance with applicable data protection laws, for example by using standard contractual clauses or transfers to countries with an adequacy decision.
Security of your personal data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to staff and processors who have a genuine need to know it for the purposes described in this Privacy Policy and who are subject to confidentiality obligations.
Your data protection rights
Under data protection laws, you have a number of rights in relation to your personal data. Subject to certain conditions and exemptions, you may have the right to:
Access: Request confirmation as to whether we process your personal data and obtain a copy of the data we hold about you.
Rectification: Request correction of inaccurate or incomplete personal data.
Erasure: Request deletion of your personal data where there is no longer a lawful basis for us to continue processing it.
Restriction: Request that we restrict the processing of your personal data in certain circumstances.
Objection: Object to our processing of your personal data where we rely on legitimate interests, including in relation to certain forms of direct marketing.
Data portability: Request that we provide you or a third party with a copy of certain personal data in a structured, commonly used, and machine-readable format where the processing is based on consent or contract and carried out by automated means.
Withdraw consent: Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time.
To exercise any of these rights, please contact us using the contact details provided on our website or in your service documentation. We may need to verify your identity before responding to your request and will respond within the time limits set by law.
Children
Our services are not directed at children. We do not knowingly collect personal data relating to children other than where it forms part of household information provided by an adult customer to facilitate a move.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. Any updated version will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
This Privacy Policy applies to all Removals Dulwich customers and prospective customers in the Dulwich area and surrounding locations who engage or interact with our services.
