Movers Dulwich Privacy Policy

This Privacy Policy explains how Movers Dulwich collects, uses, stores, and protects personal data of all customers and prospective customers within our Dulwich service area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.

By using our services, requesting a quotation, or otherwise interacting with Movers Dulwich, you acknowledge that you have read and understood this Privacy Policy.

Who We Are and Scope of This Policy

Movers Dulwich is a removals and related services provider operating in the Dulwich area. For the purposes of data protection law, Movers Dulwich is the data controller in relation to the personal data described in this Privacy Policy. This Privacy Policy applies to all customers and potential customers within our operating area, as well as individuals who contact us about our services on behalf of a business or household.

Types of Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, running our business, and complying with legal obligations. The types of personal data we may collect include:

Identification and contact details such as name, postal address, service address, billing address, and other relevant address details; information about your property where services are provided; details relating to access and parking.

Communication details such as your preferred method of contact and records of communications between you and Movers Dulwich, including information you provide when requesting quotes or making enquiries.

Service and contract information such as details of the services you request, quotations provided, booking dates and times, inventory details relating to your move where relevant, and contractual documentation.

Payment and transaction information such as the amount charged, payment method, and internal transaction references. We do not store full payment card details when payments are processed through secure third-party providers.

Website and usage information such as data you provide through contact forms and any technical information automatically collected from your device when you visit our website, including IP address, browser type, and approximate location data, where this is necessary for security and functionality.

How We Collect Personal Data

We may collect personal data directly from you when you contact us by telephone, in writing, through our website, or in person to request a quotation or book a service; when you complete any forms or provide information during a survey or consultation; and when you make a payment or otherwise interact with us in relation to an ongoing or completed service.

We may also obtain personal data indirectly from third parties who are acting on your behalf, such as letting agents, estate agents, or family members arranging services; and from service providers who help us process payments or provide our website and communication tools.

Lawful Bases for Processing Personal Data

We will only process your personal data where we have a valid lawful basis under data protection law. The main lawful bases we rely on are:

Contract: We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotations, managing bookings, delivering moving services, and handling payments.

Legal obligation: We process certain personal data to comply with legal requirements, such as maintaining proper accounting and tax records, and responding to requests from regulatory or law enforcement authorities where we are legally required to do so.

Legitimate interests: We may process personal data where this is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This may include managing our customer relationships, improving our services, preventing fraud, ensuring the security of our systems, and handling complaints or disputes.

Consent: In limited circumstances, we may rely on your consent, for example, where we wish to send you certain types of marketing communications and consent is required by law. Where consent is used, you can withdraw your consent at any time using the contact details provided in this Privacy Policy.

How We Use Personal Data

We may use your personal data for the following purposes:

To provide quotations, conduct surveys, plan and deliver moving and related services, and administer our contracts with you.

To manage bookings, communicate with you about your move, handle changes to your service, and respond to your queries and requests.

To process payments, maintain financial records, and carry out internal reporting and auditing.

To improve our services, manage our business operations, and ensure that our website, systems, and processes operate effectively and securely.

To send you service-related information and, where permitted, carefully considered updates about our services, which you can opt out of where required by law.

To comply with legal and regulatory obligations, to establish or defend legal claims, and to cooperate with law enforcement or regulatory authorities where necessary.

Data Sharing and Use of Processors

We do not sell your personal data. We may share personal data with trusted third parties where this is necessary for the purposes described in this Privacy Policy and where appropriate agreements are in place. These third parties may include:

IT and system providers who host or support our website, email systems, and internal business systems.

Payment processors and financial service providers who handle payments and assist with fraud prevention and chargeback handling.

Professional advisers such as accountants, auditors, or legal advisers where necessary for the management of our business or in connection with legal claims.

Subcontractors or partner organisations who assist in delivering moving services where additional vehicles, equipment, or specialist services are required.

Regulatory and law enforcement bodies where we are required or permitted to share personal data by law.

Where we use third-party processors, they are only permitted to process your personal data on our documented instructions, must keep it secure, and are not allowed to use it for their own purposes.

International Transfers

Our 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 using standard contractual clauses or transferring to jurisdictions deemed to provide an adequate level of protection, in compliance with data protection law.

Data Retention

We keep personal data for no longer than is necessary for the purposes for which it was collected. Retention periods may vary depending on the type of data and the relevant legal, regulatory, or operational requirements. In general:

Customer and service records are kept for as long as you are a customer and for a reasonable period afterwards to handle queries, complaints, and potential legal claims.

Financial and transaction records are kept for the period required by tax and accounting laws.

Communications and correspondence may be retained for a period that allows us to manage our relationship with you and to resolve any issues that may arise.

At the end of the relevant retention period, personal data will be securely deleted, anonymised, or otherwise disposed of in a way that protects your privacy.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include limiting access to personal data to those employees, contractors, and service providers who need it to perform their duties; using secure systems and processes for handling and storing data; and regularly reviewing our security controls and procedures.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to your personal data, subject to applicable conditions and exemptions. These rights include:

The right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, along with certain information about how it is processed.

The right to rectification: You can request that inaccurate or incomplete personal data be corrected.

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 purposes for which it was collected and there is no legal reason for us to retain it.

The right to restrict processing: You can ask us to temporarily limit the use of your personal data in certain situations, such as while we are considering a request for rectification.

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

The right to object: You can object to the processing of your personal data where we are relying on legitimate interests as our lawful basis, including in relation to direct marketing activities.

The right to withdraw consent: Where we rely on your consent to process personal data, you can withdraw that consent at any time, without affecting the lawfulness of processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, please contact us using the contact details provided to you when you engaged our services. We may need to verify your identity before responding to your request.

Complaints

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 Information Commissioner's Office, the UK supervisory authority for data protection matters.

Changes to This Privacy Policy

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