Privacy Policy - Movers Dulwich

Movers Dulwich is committed to protecting the privacy and personal data of all customers in our area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing moving, packing, storage, and related services. It applies to all Movers Dulwich customers in the area, including individuals, households, landlords, tenants, and businesses that use our services or enquire about them.

1. Who We Are

For the purposes of data protection law, Movers Dulwich acts as the data controller for the personal data we collect and use in connection with our services. This means we decide how and why your personal information is processed, and we are responsible for ensuring that processing is carried out in a lawful, fair, and transparent way.

We handle personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and any other applicable privacy laws. Our goal is to process only the information we need and to keep it secure throughout the service relationship.

2. Personal Data We Collect

We may collect and process several types of information depending on the services requested and how you interact with us. The categories of data may include:

Identity details: name, title, and any other information needed to identify you.
Contact details: address, email address, and telephone number.
Service information: details about your move, property access, inventory, packing needs, special handling requirements, and service preferences.
Billing and payment data: invoicing details, payment status, and limited financial information necessary to process transactions.
Communication records: enquiries, feedback, complaints, call notes, and correspondence.
Technical information: basic website or device usage data if you interact with our online systems, such as IP address and browser data, where applicable.
Special instructions: access arrangements, delivery notes, and details relevant to safe and efficient moving services.

We do not seek to collect unnecessary data. Where possible, we ask that you avoid sharing sensitive personal information unless it is directly relevant to the service. If such data is provided, we will only process it where a lawful basis exists and it is necessary for the requested service or to meet legal obligations.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and assess moving requirements;
to arrange, manage, and deliver moving and related services;
to communicate with customers about bookings, schedules, access details, and service updates;
to issue invoices, receive payments, and maintain financial records;
to manage customer support, complaints, and after-service queries;
to comply with legal, accounting, insurance, and regulatory obligations;
to improve our services, operations, and internal processes;
to detect, prevent, and respond to fraud, misuse, or security incidents.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that it is necessary for a compatible purpose or we are required to do otherwise by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Movers Dulwich relies on the following lawful bases, depending on the circumstances:

Contract: we process data to provide quotations, carry out moving services, and fulfil our contractual obligations to you.
Legal obligation: we process data where required to comply with tax, accounting, health and safety, insurance, or other legal duties.
Legitimate interests: we may process data to manage our business efficiently, improve services, maintain records, protect against fraud, and handle service-related communications, provided those interests do not override your rights and freedoms.
Consent: where required by law, we will rely on your consent, for example for certain optional marketing activities. You may withdraw consent at any time.

Where we rely on legitimate interests, we carry out a balancing assessment to ensure your privacy rights are respected. Where consent is the lawful basis, we make it clear that participation is voluntary and not a condition of receiving core services unless legally necessary.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties when necessary to provide our services or meet legal requirements. These third parties may act as processors or, in some cases, as independent controllers.

Processors are organisations that process data on our behalf and only under our instructions. They may include:

IT and hosting providers: for secure storage, email services, and system administration;
Payment service providers: for handling card or electronic payment transactions;
Accounting and bookkeeping providers: for financial record-keeping and compliance;
Customer management or scheduling tools: for booking and service administration;
Professional advisers: including legal, insurance, or tax advisers where needed;
Subcontracted service partners: where additional operational support is necessary to complete a move or related task.

All processors are required to handle personal data securely, use it only for authorised purposes, and implement appropriate technical and organisational safeguards. We do not sell personal data. We only disclose information where it is necessary, lawful, and proportionate.

In limited circumstances, we may also share information with public authorities, regulators, courts, law enforcement, or insurers if required by law or necessary to protect our rights, the rights of our customers, or the safety of others.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the performance of our services, to satisfy legal obligations, and to defend or pursue legal claims. Retention periods may vary depending on the type of information and the reason for processing.

For example, service records and billing information are typically retained for a period needed to meet accounting, tax, and contractual requirements. Communication records may be kept for a reasonable time to handle follow-up queries, complaints, or disputes. Once data is no longer needed, it will be securely deleted, anonymised, or otherwise disposed of in line with our retention procedures.

Where retention is based on legal obligation, we keep data only for the minimum period required. Where retention is based on legitimate interests, we review whether continued storage remains necessary and proportionate.

7. Data Security

We take the security of personal data seriously and use appropriate safeguards to protect it from unauthorised access, accidental loss, alteration, disclosure, or destruction. These safeguards may include access controls, restricted permissions, secure storage, staff confidentiality obligations, and regular review of our internal processes.

While no method of transmission or storage can be guaranteed to be completely secure, we work to maintain a high standard of protection and to minimise risk. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will handle it in accordance with applicable legal requirements.

8. Your Rights

As a customer, you have a number of rights under data protection law. These rights may apply depending on the circumstances and any legal exemptions. They include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain situations;
restrict the processing of your data in certain circumstances;
object to processing based on legitimate interests or direct marketing;
data portability where processing is based on consent or contract and carried out by automated means;
withdraw consent where we rely on consent for processing;
lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

You are not usually required to pay a fee to exercise these rights. However, if a request is clearly unfounded, excessive, or repetitive, we may be permitted by law to refuse or charge a reasonable fee. We may also need to verify your identity before responding to a request.

9. Marketing Preferences

If we send optional marketing communications, these will only be done where permitted by law. You have the right to object to direct marketing at any time. If you choose to opt out, we will respect your preference and stop sending such messages, subject to any legal obligations to retain a record of your request.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, service arrangements, or our data practices. Any updates will take effect when published in the revised version. We encourage customers to review the policy periodically so they remain informed about how personal data is handled.

11. Scope of This Policy

This Privacy Policy applies to all Movers Dulwich customers in the area and to anyone who contacts us regarding services, whether the interaction is a quotation request, a confirmed booking, or a completed service. By using our services, you acknowledge that your personal data may be processed as described in this policy and in accordance with applicable data protection law.

We are committed to handling personal information fairly, lawfully, and with respect for your privacy.