Privacy Policy - Dundee Removals

This Privacy Policy explains how Dundee Removals collects, uses, stores, shares, and protects personal data in connection with our moving and relocation services. It applies to all Dundee Removals customers in our service area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that we may process your personal data as described in this policy. We only collect information that is necessary to provide our services, meet our legal obligations, and operate our business responsibly.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity details such as your name and, where relevant, the names of other household members or authorised representatives.
Contact details such as address, email address, and telephone number.
Service information including pickup and delivery addresses, move dates, property access details, inventory lists, and special handling instructions.
Payment information such as billing records, payment status, and transaction references.
Communication records including emails, phone notes, quotes, complaints, and service requests.
Operational data such as scheduling details, team allocations, and records of completed services.
Technical data if you interact with our online systems, such as IP address, device details, and basic usage data.

We do not intentionally collect special category data unless it is necessary for a specific service and you choose to provide it. If such information is shared with us, we will only process it where a lawful basis exists and where appropriate safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, manage bookings, and deliver removal services.
To plan logistics, manage crews, and coordinate access arrangements.
To communicate with you about your move, including updates or changes.
To process payments, issue invoices, and maintain financial records.
To respond to enquiries, complaints, and service-related requests.
To improve our operations, customer experience, safety, and service quality.
To comply with legal and regulatory obligations.
To protect our business, staff, and customers from fraud, misuse, or security incidents.

We only use your personal data for purposes that are compatible with the original reason it was collected, unless we have a lawful basis to use it differently.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the circumstances, we rely on one or more of the following bases:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, organising removals, and completing associated administrative tasks.

Legal Obligation

We may process and retain certain information to comply with legal requirements, such as tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms. This may include service improvement, operational planning, fraud prevention, customer communication, and internal administration. We always consider whether the processing is proportionate and respectful of your privacy.

Consent

In some situations, we may rely on your consent, particularly where data is optional or where the law requires it. If we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing Your Information

We may share personal data with trusted third parties when necessary to deliver our services or to operate our business. These parties act as processors or, in some cases, independent controllers. We require appropriate contractual and organisational safeguards to protect your data.

Examples of processors and service providers may include:

IT and cloud service providers that host systems, store records, or support communication tools.
Payment providers that process transactions securely.
Accountants and bookkeeping services that support tax and financial administration.
Insurance providers where claims handling or risk management requires limited information.
Subcontracted service partners assisting with logistics, transport, or specialist handling under our instructions.
Professional advisers such as solicitors or consultants where needed for compliance, dispute resolution, or business protection.

We do not sell personal data. We only disclose information to third parties where it is necessary, proportionate, and lawful. If required by law, we may also disclose information to public authorities, regulators, or law enforcement bodies.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and the reason it is held.

In general:

Quote and enquiry records may be retained for a limited period to support follow-up and customer service.
Contract, booking, and service records may be retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are retained for as long as required by law.
Complaint, dispute, and claims records may be retained for the period necessary to resolve the matter and protect legal rights.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices.

6. Data Security

We take 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 training, and restricted permissions.

While no system can be guaranteed to be completely secure, we regularly review our safeguards to reduce risk and maintain an appropriate level of protection.

7. Your Rights

As a data subject, you have several rights under data protection law. These rights may apply in full or in part depending on the circumstances and any legal exceptions.

Right of access - you may request a copy of the personal data we hold about you.
Right to rectification - you may ask us to correct inaccurate or incomplete data.
Right to erasure - you may request deletion of your data in certain situations.
Right to restriction - you may ask us to limit how we use your data in certain cases.
Right to object - you may object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability - you may request certain data in a structured, commonly used format where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent - where processing relies on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so that we may address them promptly and fairly.

8. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it. Such safeguards may include approved contractual terms or transfers to countries recognised as providing adequate protection.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. The updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

Summary: Dundee Removals processes customer data lawfully for removals services, uses trusted processors, retains data only as needed, and respects UK GDPR rights.