Privacy Policy - Dulwich Removals

Last updated: May 2026

This Privacy Policy explains how Dulwich Removals collects, uses, stores, shares, and protects personal data when providing removal, packing, storage, and related services. This policy applies to all Dulwich Removals customers in the area, including individuals who request a quote, book a service, communicate with us, or otherwise interact with us in connection with our services.

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.

1. Who We Are

Dulwich Removals is a removals service provider offering household and commercial moving services, packing support, storage arrangements, and related logistics. For the purposes of data protection law, we act as a data controller for the personal data we collect and determine how and why it is processed.

2. Personal Data We Collect

We may collect and process the following categories of personal data, depending on the service requested:

Identity details such as name and title.
Contact details such as phone number, email address, and service address.
Booking and service details including move date, inventory information, access instructions, and property details.
Payment and billing information such as invoice details and transaction records.
Communications including emails, messages, call notes, complaints, and feedback.
Technical data when you use digital channels, such as device information, IP address, and limited usage data.
Special categories of data only where strictly necessary and with appropriate safeguards, for example if you voluntarily provide information about accessibility needs or health-related handling requirements.

We aim to collect only the data needed to provide a safe, efficient, and reliable service.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and assess service requirements.
To arrange and deliver removal and related services.
To communicate with you about bookings, schedules, and service updates.
To manage payments, invoices, and account administration.
To handle complaints, claims, and customer support.
To maintain records, improve our services, and support operational planning.
To comply with legal obligations, including tax, accounting, and regulatory requirements.
To protect our business, staff, property, and customers from fraud, misuse, or unlawful activity.

We do not use personal data for unrelated purposes without informing you and, where required, obtaining an appropriate legal basis.

4. Lawful Basis for Processing

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

Contract

We process data where it is necessary to enter into or perform a contract with you, such as arranging your move, managing bookings, and delivering agreed services.

Legal Obligation

We process certain information to comply with legal and regulatory requirements, including financial recordkeeping, tax obligations, and safety-related duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This includes service improvement, business administration, fraud prevention, internal record management, and customer communication.

Consent

Where required, we rely on your consent, particularly for certain optional processing activities or the use of special category data that you choose to provide. You may withdraw consent at any time where consent is the lawful basis.

Vital Interests

In rare circumstances, we may process personal data to protect someone’s vital interests, such as in an emergency involving health or safety.

5. How We Share Personal Data

We only share personal data when necessary and with appropriate safeguards. Recipients may include:

Service providers and processors who assist with scheduling, administration, IT support, storage, payment processing, and communications.
Professional advisers such as accountants, insurers, legal advisers, and auditors.
Public authorities where we are required by law or asked to provide information in connection with lawful requests.
Delivery and logistics partners where needed to complete a move or related service.

We do not sell personal data. Where personal data is shared with third parties, we require them to process it only for specified purposes and to protect it appropriately.

6. Processors

We may use third-party processors to support our operations. These processors act on our instructions and are contractually required to keep personal data secure and use it only for agreed purposes. Examples of processor functions may include:

Cloud hosting and data storage.
Email and customer communication services.
Accounting and invoicing platforms.
Customer relationship and booking systems.
IT maintenance and cybersecurity support.

Where processors are engaged, we ensure that appropriate data processing agreements are in place and that transfers, if any, are made in compliance with applicable data protection laws.

7. International Transfers

If any personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place. These may include adequacy regulations, the UK International Data Transfer Agreement, or other legally recognised protections. We take steps to ensure your information remains protected wherever it is processed.

8. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, insurance, or dispute resolution requirements. Retention periods depend on the nature of the data and the service provided.

In general:

Booking and service records are kept for as long as needed to manage the service and any follow-up issues.
Financial records are retained for the period required by tax and accounting law.
Complaint and claims records may be retained longer where needed to resolve disputes or protect legal interests.
Data no longer required is securely deleted, anonymised, or archived in line with our retention procedures.

We review retention needs periodically to ensure data is not kept longer than necessary.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of internal procedures.

Although no system can be guaranteed completely secure, we work to reduce risk and maintain a strong standard of data protection.

10. Your Rights

Under data protection law, you have rights in relation to your personal data. Subject to certain conditions and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data processed by automated means based on contract or consent, where applicable.
Withdraw consent where processing is based on consent.
Complain to the Information Commissioner’s Office (ICO) if you believe your rights have been infringed.

Strong note: some rights may not apply in every case, and we may need to verify your identity before responding to a request.

11. Children’s Data

Our services are not intended for children, and we do not knowingly collect personal data from children except where it is incidental to a household move and necessary for service delivery. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it or secure the required consent.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically.

13. Complaints and Further Information

If you have concerns about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority. Before doing so, you may wish to contact us directly so we can review and address your concerns. We will make reasonable efforts to resolve issues promptly and fairly.

This policy is intended to provide clear and transparent information about our data practices. By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy and in accordance with applicable law.