Removal Company Dulwich Privacy Policy

This Privacy Policy explains how Removal Company Dulwich collects, uses, stores and protects personal data about customers and prospective customers in our service area. It also sets out your rights under the UK General Data Protection Regulation and related data protection laws. By using our services, requesting a quotation or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all Removal Company Dulwich customers and prospective customers in our operating area who request or use our removal, packing, storage or related services. It covers personal data collected online, by telephone, in person and through any other communication channels we use.

Who we are and our role

Removal Company Dulwich is the controller of the personal data described in this Privacy Policy. As controller, we decide how and why your personal data is processed and are responsible for ensuring that any processing complies with applicable data protection laws.

Types of personal data we collect

We collect and process different categories of personal data depending on how you interact with us. This may include:

Identification and contact details such as your name, postal address, property addresses for collection and delivery, billing address, and other contact details you provide such as your preferred communication method.

Service and booking information such as details about the property you are moving from and to, access information, inventory lists or descriptions of items to be moved, dates and times of moves, special instructions, and records of quotes provided.

Payment and billing information such as records of payments, amounts due, and basic transaction details. We do not store full payment card details where payments are taken through a secure payment processor.

Communications and correspondence including emails, letters, messages and notes from telephone calls relating to enquiries, quotations, bookings, service feedback and complaints.

Website and technical information where applicable, such as basic usage data, pages visited and information you submit via online forms. This may be collected through standard logging mechanisms or similar technologies.

Job application and contractor information if you apply to work with us, including information contained in CVs, application forms and references.

How we collect your personal data

We may collect personal data about you in the following ways:

When you contact us directly by telephone, through a web form, by post or in person to request information, arrange a quotation, make a booking or provide feedback.

When we visit your property to prepare a quotation, survey the premises or carry out removal or related services.

From third parties where you have given permission for your data to be shared with us, or where it is otherwise lawful, for example from comparison services, letting agents or partners who help you arrange moving services.

Automatically, when you visit our website, to the extent necessary for the operation and security of the site.

Lawful bases for processing your data

We only process your personal data when we have a lawful basis to do so. The main lawful bases we rely on are:

Contract performance: We process your personal data to provide quotations, enter into and fulfil contracts for removal and related services, and manage your bookings and payments.

Legal obligation: We may process and retain certain information to comply with legal and regulatory requirements, such as tax, accounting and insurance obligations.

Legitimate interests: We may process your data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. This can include managing our relationship with you, responding to your enquiries, improving our services, ensuring the security of our operations and handling disputes or claims.

Consent: In some circumstances we may ask for your explicit consent, for example, to send certain types of marketing communications. Where processing is based on consent, you can withdraw your consent at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide quotations, arrange surveys and prepare service proposals tailored to your needs.

To manage bookings, coordinate removal and related services, and communicate with you about your move.

To process payments, issue invoices and maintain financial records.

To respond to your enquiries, handle complaints, provide customer support and manage our relationship with you.

To operate and improve our website, services and internal processes.

To comply with legal, regulatory and insurance requirements and to protect our business, for example in the event of a dispute, claim or investigation.

To send you service-related information and, where permitted, carefully selected marketing communications about our services. You can object to marketing at any time.

Data sharing and processors

We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy. These recipients act either as processors on our behalf or as independent controllers. Typical third parties include:

IT, hosting and communications service providers who support our business systems and communication tools.

Payment service providers who process payments securely on our behalf.

Subcontractors and partner companies who help deliver removal, packing, storage or specialist services where needed to complete your booking.

Professional advisers such as accountants, insurers and legal advisers where required for business operations, insurance claims or legal matters.

Public authorities, regulators or law enforcement where we are legally required to do so or where disclosure is necessary to protect our rights, property or safety.

Where third parties act as processors, they are only permitted to process your personal data in accordance with our instructions, for the specified purposes, and must implement appropriate security measures.

International data transfers

Our core operations are carried out within the United Kingdom. If in limited cases your personal data is transferred to a country outside the United Kingdom or European Economic Area that does not have an adequacy decision, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to protect your data.

Data retention

We keep your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying any legal, accounting or reporting requirements. Retention periods depend on the type of data and our relationship with you.

Customer and booking records are typically retained for a number of years after the end of our relationship to allow us to respond to queries, handle potential claims and comply with tax and accounting obligations.

Quotation and enquiry records may be retained for a shorter period where no contract is formed, unless you ask us to delete them sooner and we have no legal reason to retain them.

Where we rely on consent for marketing, we will retain contact details for marketing use until you withdraw your consent or object, after which your details will be suppressed from future marketing communications while we retain limited information to record your preference.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer be linked to you.

How we protect your personal data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. Measures may include restricted access controls, secure storage, staff training, and procedures for managing data protection and information security. While we strive to protect your data, no system can be completely secure, and you should take care when sharing information with us.

Your data protection rights

Under data protection laws, you have a number of rights in relation to your personal data. These include:

The right of access: You can request confirmation of whether we process your personal data and obtain a copy of the data we hold about you, along with certain related information.

The right to rectification: You can ask us to correct inaccurate or incomplete personal data that we hold about you.

The right to erasure: In certain circumstances, you can request that we delete your personal data, for example, where it is no longer needed for the purpose for which it was collected and we have no legal basis to retain it.

The right to restrict processing: You can ask us to restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection you have raised.

The right to object: You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also have an absolute right to object to direct marketing at any time.

The right to data portability: In some cases, you can request that we provide your personal data in a structured, commonly used and machine-readable format or transmit it to another controller, where technically feasible.

Where our processing is based on your consent, you also have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before it was withdrawn.

Exercising your rights

If you wish to exercise any of your data protection rights, or if you have any questions about how we handle your personal data, you can contact us using the details provided on our website or in your service documentation. We may need to verify your identity before responding to certain requests. We aim to respond within the time limits set by data protection law.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how we handle your personal data. We would, however, appreciate the opportunity to address your concerns directly first.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or service offerings. Any significant changes will be communicated appropriately, and the revised Privacy Policy will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.