Privacy Policy - Dulwich Man And Van

This Privacy Policy explains how Dulwich Man And Van collects, uses, stores, shares, and protects personal data when providing moving and transport services. It applies to all Dulwich Man And Van customers in the area, including anyone who requests a quote, makes a booking, receives a service, or otherwise interacts with us in connection with our operations.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We also aim to ensure that customer privacy is respected throughout every stage of the service relationship.

1. Data We Collect

We only collect personal data that is necessary for providing our services, managing customer relationships, meeting legal obligations, and improving service quality. The types of information we may collect include:

Identity information such as name and title.
Contact details such as telephone number, email address, and service address.
Booking and service details such as moving dates, property access information, inventory lists, special handling instructions, and service preferences.
Billing and payment information needed to process invoices, manage payments, and maintain financial records.
Communication records such as emails, messages, notes from calls, and customer service correspondence.
Operational information such as route details, job schedules, and delivery or collection instructions.
Complaint and claims information where a service issue, dispute, or insurance matter is raised.

In some cases, we may also process limited special category data if a customer voluntarily shares information that is necessary for service delivery, for example to help with access needs or to support a vulnerable customer. We only use such information where it is relevant, necessary, and permitted by law.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To manage bookings, schedules, and moving arrangements.
To complete the requested removal, delivery, or transport service.
To communicate with customers about service updates, delays, changes, or follow-up matters.
To process payments, issue invoices, and maintain accounting records.
To handle complaints, claims, or customer support requests.
To maintain service quality, staff training, and operational records.
To comply with legal, regulatory, tax, insurance, and record-keeping obligations.

We do not sell personal data. We also do not use personal information for unrelated purposes without a lawful basis and appropriate notice where required.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the activity, we rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with the customer. This includes quoting, booking, planning, and delivering services.

Legal Obligation

We may process data where needed to comply with legal obligations, such as tax records, accounting requirements, insurance obligations, or responding to lawful requests from authorities.

Legitimate Interests

We may process data for our legitimate business interests, provided these interests are not overridden by the rights and freedoms of the customer. Examples include managing operations, preventing fraud, maintaining service records, improving customer support, and protecting business property. Where we rely on legitimate interests, we consider whether the processing is necessary and proportionate.

Consent

In limited cases, we may rely on consent. For example, if we need to use optional information or send certain non-essential communications, we will ask for permission first. Where consent is used, it may be withdrawn at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties only when necessary and only to the extent required for the purpose involved. These parties act either as data processors on our behalf or as independent controllers where appropriate.

Examples of processors or service providers may include:

Payment processors who handle card or electronic payments securely.
Accounting and bookkeeping providers who assist with financial administration.
IT and cloud service providers who store or manage business systems, scheduling tools, and email services.
Customer management software providers who support booking and service administration.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We require processors to protect personal data through appropriate technical and organisational measures and to process information only in accordance with our instructions and applicable law. Where data is shared with a third party, we take reasonable steps to ensure confidentiality and security.

We may also disclose data if required to do so by law, court order, or a public authority, or where necessary to protect our rights, staff, customers, or property.

5. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, tax, insurance, and dispute-resolution requirements. The retention period may vary depending on the type of record and the reason it is held.

In general:

Quotation and booking records are kept for a period necessary to manage service history and any follow-up queries.
Invoices and financial records are retained in line with tax and accounting obligations.
Claims, complaints, and correspondence may be retained longer where required to resolve a dispute or support legal rights.
Routine operational notes are kept only as long as needed for service delivery and internal administration.

When data is no longer required, we will securely delete, anonymise, or destroy it in a controlled manner.

6. Data Security

We take reasonable steps to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and regular review of administrative procedures.

Although we work to protect your information, no system can be guaranteed to be completely secure. If a data incident occurs that is likely to result in a risk to your rights and freedoms, we will respond in accordance with applicable data protection law.

7. Your Rights

Under data protection law, customers may have the following rights in relation to their personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restrict processing – to ask us to limit how your data is used in certain situations.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute. In some cases, we may need to retain or process information to comply with legal obligations, establish or defend legal claims, or complete a contract.

If you wish to exercise your rights, we will respond within the time limits set by applicable law. We may ask for information to verify identity before acting on a request, where this is necessary to protect your data.

8. Children’s Data

Our services are intended for adult customers and household or business clients arranging removals or transport. We do not knowingly collect personal data from children except where it is incidentally included in booking or household information and is necessary for service delivery. If we become aware that we have collected child-related data without a valid reason, we will take appropriate steps to address it.

9. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that suitable safeguards are in place to protect it in accordance with UK data protection requirements. This may include approved contractual protections or transfers to countries with an adequate level of protection.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, service arrangements, or data handling practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how personal data is managed.

11. Summary of Our Commitment

Dulwich Man And Van is committed to privacy, transparency, and responsible data handling. We collect only the information needed to provide moving and related services, use it on a lawful basis, keep it only as long as necessary, and share it only with trusted processors or where required by law. We respect the rights of every customer in the area and aim to ensure that personal data is treated with care throughout the service lifecycle.

By using our services, customers in the Dulwich Man And Van area acknowledge that they have read and understood this Privacy Policy.