Privacy Policy - Man With Van South Norwood

This Privacy Policy explains how Man With Van South Norwood collects, uses, stores, shares, and protects personal data. It applies to all Man With Van South Norwood customers in the area, including individuals, households, and businesses that use our moving, transportation, loading, unloading, packing, and related 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. This policy is designed to help you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have regarding your personal data.

1. Data We Collect

We only collect personal data that is necessary for providing our services, managing our business, and meeting legal obligations. The categories of data we may collect include:

Identity data: your name, title, and, where relevant, company name.
Contact data: address, phone number, email address, and any preferred communication details.
Service data: details of your move or transport request, property access information, inventory lists, special handling requirements, delivery instructions, and timing preferences.
Billing and payment data: invoicing details, payment status, transaction references, and records needed for accounting.
Correspondence data: emails, messages, notes from phone calls, complaint records, feedback, and any other communication related to our services.
Technical and usage data: limited website or device information if you contact us through digital channels, such as IP address, browser type, or basic log data, where collected.
Special categories of data: we do not usually seek this information. If it is incidentally provided by you, for example if it affects access arrangements or service delivery, we will only process it where a lawful basis applies and additional protections are in place.

We do not deliberately collect more information than is needed. If you choose not to provide certain data, we may be unable to deliver some services or may need to limit certain arrangements.

2. How We Use Your Data

We use personal data for the following purposes:

to provide moving and transport services;
to prepare quotations, bookings, and service agreements;
to organise vehicles, staff, route planning, and scheduling;
to communicate about your booking, service changes, delays, or issues;
to issue invoices, receive payments, and maintain financial records;
to handle complaints, disputes, claims, or customer support requests;
to maintain health, safety, and site access requirements;
to comply with legal, tax, accounting, and regulatory obligations;
to improve our services, internal operations, and customer experience;
to prevent fraud, misuse, or unlawful activity.

We only process personal data for specific and legitimate purposes. We will not use it in a way that is incompatible with the reason it was collected.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. The lawful bases we rely on may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling bookings, delivering moving services, coordinating logistics, and managing payments.

Legal Obligation

We process data when necessary to comply with legal duties, such as tax, accounting, insurance, record-keeping, and any other statutory obligations.

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. Examples include improving operations, responding to customer enquiries, securing our systems, preventing fraud, and maintaining service quality.

Consent

Where required by law, we will rely on your consent. If we ask for consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare circumstances, we may process information where necessary to protect someone’s vital interests, for example in an emergency affecting health or safety.

4. Data Retention

We keep personal data only for as long as it is reasonably necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. The exact retention period depends on the type of data and the reason for processing.

In general, we may retain:

Booking and service records for the duration needed to manage the service and resolve any issues that arise;
Financial and invoicing records for the periods required under tax and accounting law;
Correspondence and complaint records for as long as needed to handle follow-up, disputes, or quality assurance;
Safety or incident-related records for the period necessary to meet legal or insurance obligations.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We do not keep data indefinitely.

5. Processors and Sharing of Data

We may share personal data with trusted third parties that help us run our business. These parties act as data processors or, in some cases, independent controllers. We only share data where necessary and we require appropriate safeguards.

Processors may include:

IT and hosting providers that store or support our systems and data;
accounting and bookkeeping services that assist with financial administration;
payment service providers that process transactions securely;
customer communication tools used to manage emails, messages, and records;
insurance providers and claims handlers where a claim or incident must be assessed;
professional advisers such as legal or tax advisers;
subcontractors or operational partners where needed to deliver services.

We may also share data where required by law, court order, or a regulatory authority. If business assets are sold, transferred, or reorganised, personal data may be disclosed to relevant parties as part of that process, subject to legal protections.

All processors are required to handle data securely and only in line with our instructions.

6. International Transfers

Where personal data is transferred outside the UK, we will take steps to ensure an adequate level of protection. This may include using standard contractual clauses, assessing the safeguards in place, or relying on an adequacy decision where available.

7. Data Security

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

While we do our best to protect information, no system is entirely risk-free. You should also take care when sending personal information and ensure that you provide it only through appropriate channels.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions.

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can ask us to delete your data in certain circumstances.
Right to restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you can ask for certain data to be provided to you or another controller in a structured format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

In addition, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to raise any concerns with us first so we can try to resolve the matter.

9. How We Handle Customer Requests

When you exercise your rights, we may need to verify your identity before responding. This is to protect your data and ensure that information is only disclosed to the correct person. We aim to respond within the time limits required by law.

If a request is complex or involves a large amount of data, we may need additional time, but we will keep you informed. We will not usually charge a fee unless a request is manifestly unfounded, excessive, or repetitive, in which case a reasonable fee may be permitted by law.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect children’s personal data unless it is necessary for arranging a service involving a household and is provided by an adult customer. If we become aware that we have collected data inappropriately, we will take appropriate steps to delete or protect it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. The most current version will apply to your use of our services. Where appropriate, we may notify customers of significant changes.

12. Scope of This Policy

This Privacy Policy applies to all personal data processed in connection with Man With Van South Norwood services provided to customers in the area. By using our services, you acknowledge that your personal data may be processed in accordance with this policy and applicable law.

We respect your privacy and are committed to using personal data responsibly. Our goal is to ensure that every customer receives a service that is efficient, secure, and compliant with data protection standards.