Dulwich Man and Van Data Protection and Privacy Policy

This Privacy Policy explains how Dulwich Man and Van collects, uses, stores and shares personal data relating to customers and potential customers. It applies to all Dulwich Man and Van customers and service users in our service area, including people who make enquiries, request quotations, or use our man and van, removals or related services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act, and to being transparent about our data processing activities.

1. Who this Privacy Policy applies to

This Privacy Policy applies to individuals who:

make an enquiry about Dulwich Man and Van services; request a quotation for any move or delivery; book or receive services from Dulwich Man and Van; communicate with us in relation to existing or past services; or act on behalf of a business or organisation that uses Dulwich Man and Van.

By engaging with Dulwich Man and Van, you acknowledge that your personal data will be processed in line with this Privacy Policy.

2. Personal data we collect

We may collect and process the following categories of personal data, depending on how you interact with us:

Contact details, such as your name, address, pickup and delivery addresses, and other relevant location details for your move or delivery; communication details, such as your preferred method of contact and the content of messages you send to us; booking and service details, such as dates and times, description of items to be moved, access information, and any special instructions you give us; billing and payment details, such as the amount charged and payment status. We do not store full payment card details but may process them through third party payment processors; identification and verification information, where we need to confirm your identity or authority to act; technical and usage information, such as information about how you contacted us or used our website or online forms, including basic device and browser details where applicable; and feedback and complaint information, including any comments or complaints you provide about our services.

We generally do not seek to collect special category data, such as health information, unless it is provided by you where strictly necessary for the service, for example to consider access needs. In such cases, we will only process that information with your explicit consent or where otherwise permitted by law.

3. How we collect your data

We may collect personal data directly from you when you contact us by phone, through online forms, via messaging services, or in person; when you request a quote or book our services; when you respond to our communications or provide feedback; or when you interact with our website or digital channels.

We may also receive personal data from third parties, for example if someone books a service on your behalf, if a business client provides your details as their contact person, or if partners or platforms transmit your booking details to us. Where we receive data from third parties, we rely on them to have the appropriate lawful basis to share that information.

4. Lawful bases for processing

We process personal data only where we have a lawful basis under the GDPR. Depending on the context, this may include:

Contract: to take steps at your request before entering into a contract, and to perform the contract once entered into. This includes providing quotes, managing bookings, delivering services, and handling payments and invoices.

Legal obligation: to comply with legal and regulatory requirements, such as record keeping, tax and accounting obligations, and responding to lawful requests from authorities.

Legitimate interests: where we have a legitimate business interest in processing your data and this is not overridden by your rights and interests. This can include managing our operations, improving services, preventing fraud and misuse, protecting our staff and property, and handling disputes or complaints.

Consent: in some cases, we may rely on your consent, for example for certain types of marketing or where we process specific optional information. Where we rely on consent, you may withdraw it at any time.

5. How we use your personal data

We may use your personal data to provide quotations and respond to your enquiries about our services; manage bookings, plan routes, schedule staff and vehicles, and carry out your move or delivery; communicate with you about your booking, including confirmations, updates and any changes; issue invoices, process payments and manage accounts; handle refunds, queries, feedback and complaints; maintain business records, accounts and administrative information; monitor and improve the quality, safety and efficiency of our services; and protect our legal rights, including managing disputes, debt recovery, and preventing or detecting fraud or misuse of our services.

6. Data sharing and processors

We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy.

These may include service providers who act as data processors on our behalf, such as IT and hosting providers who support our websites, email systems, and data storage; payment processors and financial service providers who process payments and manage refunds; customer management or booking system providers; communication service providers that help us manage calls, messages or notifications; and professional advisers, such as accountants or legal advisers, where necessary.

Where we use processors, they are required to process your personal data only in accordance with our instructions, keep it secure, and not use it for their own purposes.

We may also need to share data with law enforcement, regulators or other authorities where required by law, or in connection with legal claims or proceedings.

7. Data retention

We keep personal data for no longer than is necessary for the purposes for which it was collected, and in accordance with legal and regulatory requirements.

In general, we retain booking, invoicing and related records for a number of years to comply with tax, accounting and business record obligations. Enquiry information that does not lead to a booking may be kept for a shorter period, for example to respond to follow up questions, provide repeat quotations, or manage our legitimate interests in improving our services.

Where we rely on consent for specific purposes, we will keep the relevant data until you withdraw your consent or it is no longer needed for that purpose.

When personal data is no longer required, we will securely delete or anonymise it, unless we are required to keep it for longer by law or for the establishment, exercise or defence of legal claims.

8. Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to staff and processors who need it to perform their duties, using secure systems and reasonable safeguards for digital and paper records, and providing guidance to staff on data protection responsibilities.

Despite these measures, no system can be guaranteed to be completely secure. However, we work to reduce risks and to respond appropriately to any suspected data incidents.

9. International transfers

Where possible, we aim to keep your personal data within the United Kingdom or the European Economic Area. If we need to transfer personal data to service providers or partners located outside these regions, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other lawful transfer mechanisms, to protect your data to a standard equivalent to that required under the GDPR.

10. Your data protection rights

Under data protection law, you have several rights in relation to your personal data. These include the right to:

access your personal data and receive information about how it is processed; request correction of inaccurate or incomplete personal data; request deletion of your personal data where there is no good reason for us to continue processing it, subject to legal or contractual obligations; object to processing based on our legitimate interests, where your particular situation gives rise to such an objection; restrict the processing of your data in certain circumstances, for example while we verify its accuracy or our reasons for processing it; receive a copy of personal data you have provided to us in a structured, commonly used and machine readable format and, where technically feasible, request that we transmit it to another controller, where the processing is based on consent or contract and carried out by automated means; and withdraw consent where we rely on consent as the lawful basis for processing your data.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can seek to resolve any concerns directly.

11. Marketing communications

We may use your contact details to send you information about services that are similar to those you have already used or enquired about, where permitted by law and where we rely on our legitimate interests. You can opt out of such communications at any time using the methods provided in the communication or by contacting us.

Where we rely on your consent for marketing, we will only send you communications if you have clearly agreed to receive them, and you may withdraw your consent at any time.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. When we make significant changes, we will take reasonable steps to inform you. The latest version of this Privacy Policy will always apply to personal data held by Dulwich Man and Van.