Dulwich Man and Van Privacy Policy

This Privacy Policy explains how Dulwich Man and Van collects, uses, stores and protects personal data relating to customers and prospective customers within our service area. It also sets out your rights under the UK General Data Protection Regulation and related data protection laws.

This Privacy Policy applies to all Dulwich Man and Van customers and enquiries within our operating area, regardless of how you contact us or engage our services, including telephone enquiries, online enquiries, and bookings made through third party platforms.

Who We Are And Scope Of This Policy

Dulwich Man and Van is a removals and transport service provider operating in the Dulwich area and surrounding locations. For the purposes of data protection law, Dulwich Man and Van is the data controller in respect of the personal data described in this Privacy Policy, meaning we decide how and why your personal data is used.

This Privacy Policy relates to personal data of individual customers, prospective customers, and where relevant, individuals acting on behalf of business customers, in connection with man and van and related services provided by Dulwich Man and Van.

Personal Data We Collect

We may collect and process the following categories of personal data about you when you contact us, request a quote, or use our services:

Identification and contact details, such as your name, address, service addresses, and any other contact information you choose to provide.

Service and booking information, such as details of the services you request, dates and times of moves, collection and delivery locations, access information, and any instructions related to your move.

Communication records, such as information contained in enquiries, messages, feedback, and any other communications with us by telephone, online forms or messaging services.

Payment and transaction data, such as payment status, basic payment references and records of invoices, but not full card details where payment is handled by payment processors.

Technical usage data, where applicable, such as limited device or usage information collected through your interactions with our online presence, including time and date of visits and basic analytics information.

How We Collect Your Data

We collect personal data directly from you when you contact us by telephone, complete an enquiry form, request a quote, make a booking, or communicate with us for any other reason relating to our services.

We may also receive personal data about you from third parties, for example booking or comparison platforms, business partners, or other individuals arranging services on your behalf, where they provide us with your details so we can provide the requested service.

Lawful Basis For Processing

We rely on one or more of the following lawful bases under data protection law to process your personal data:

Contract. We process personal data where it is necessary to enter into or perform a contract with you, for example to provide a quote, confirm a booking, carry out a move, and manage payment for our services.

Legal obligation. We process certain data where necessary to comply with legal and regulatory obligations, including record keeping, tax, accounting, and responding to lawful requests from authorities.

Legitimate interests. We process personal data where necessary for our legitimate business interests, provided these are not overridden by your rights and interests. This includes communicating with you about your enquiry or booking, improving our services, handling queries and complaints, and protecting our business and customers from fraud or misuse.

Consent. In limited cases we may rely on your consent, for example where we send certain types of marketing communications that require consent. Where we rely on consent, you can withdraw it at any time by contacting us using the details in this Privacy Policy or by following the instructions provided in the communication.

How We Use Your Personal Data

We use your personal data for the following purposes:

To respond to enquiries, provide quotes, and discuss your service requirements.

To create, manage and fulfil bookings, including planning routes, scheduling staff, and delivering your move or transport service.

To communicate with you about your booking, including confirmations, changes, and service updates.

To process payments, issue invoices and manage accounts and billing.

To provide customer service, handle complaints, and respond to feedback or questions.

To maintain business records, comply with legal and regulatory requirements, and exercise or defend legal claims.

To improve our services, for example through internal analysis of service usage and performance.

Data Sharing And Processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes set out in this Privacy Policy, and where such third parties act as data processors or independent controllers.

Service providers and processors. We may share data with third party service providers who act on our behalf and process personal data in accordance with our instructions. These may include payment processing providers, IT and hosting providers, communication service providers, and administrative or accounting support services.

Professional advisers. We may share data with professional advisers such as accountants, bankers, and legal advisers where needed for business administration, financial management, or to establish, exercise or defend legal claims.

Authorities and legal obligations. We may disclose personal data where required to comply with law, regulation, or a valid legal request from a public authority, or to protect the rights, property or safety of our customers, staff, or others.

Where third parties act as data processors, we ensure that appropriate contractual and security arrangements are in place to protect your personal data and ensure it is used only as permitted.

International Transfers

Where we use service providers located outside the United Kingdom or the European Economic Area, or where data is otherwise accessed from outside these locations, we take steps to ensure that appropriate safeguards are in place to protect your personal data in accordance with applicable data protection law. This may include using standard contractual clauses or ensuring that the destination country has been recognised as providing an adequate level of data protection.

Data Retention

We keep your personal data only for as long as is necessary for the purposes described in this Privacy Policy and to meet any legal, accounting, or reporting requirements.

Enquiry and booking information is typically retained for a period that allows us to manage your service, handle any follow-up queries or complaints, and maintain accurate business records. Financial and transaction records are generally retained for the period required by tax and accounting laws.

When personal data is no longer required, we will take reasonable steps to delete or anonymise it securely.

How We Protect Your Data

We implement appropriate technical and organisational measures designed to protect your personal data against unauthorised access, loss, misuse, alteration, or destruction. These measures include limiting access to personal data to those who need it for legitimate business purposes, using secure systems, and training relevant staff on data protection responsibilities.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to your personal data. These rights may be subject to conditions and legal exceptions, and we will explain these if you make a request. Your rights include:

Right of access. You have the right to request confirmation of whether we hold personal data about you and to receive a copy of that data.

Right to rectification. You have the right to ask us to correct inaccurate personal data and to complete incomplete data.

Right to erasure. In certain circumstances, you have the right to request that we delete your personal data.

Right to restriction. You may have the right to request that we restrict the processing of your personal data in certain situations.

Right to data portability. In some cases, you have the right to receive personal data that you have provided to us in a structured, commonly used and machine-readable format and to ask us to transfer it to another organisation where technically feasible.

Right to object. You have the right to object to processing based on our legitimate interests, including profiling based on those interests, and the right to object at any time to the use of your personal data for direct marketing.

Right to withdraw consent. Where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time.

You also have the right to lodge a complaint with the UK data protection supervisory authority if you are concerned about how your personal data is being handled. We encourage you to contact us first so that we can try to resolve your concerns.

Children

Our services are not directed at children and we do not knowingly collect personal data relating to individuals under the age of 18, except where necessary in the context of a booking made by a parent or guardian. If you believe that a child has provided us with personal data without appropriate consent, please contact us so that we can delete it where appropriate.

Changes To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. The updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.

How To Contact Us

If you have any questions about this Privacy Policy, our handling of your personal data, or if you wish to exercise any of your data protection rights, please contact us using the usual Dulwich Man and Van contact details made available to you when you engage with our services.