Privacy Policy for Man With Van Wandsworth

Man With Van Wandsworth is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, share, store, and protect personal information when you use our removal, delivery, and van services. It applies to all Man With Van Wandsworth customers in the area, including individuals, households, landlords, tenants, and businesses who book or enquire about our services.

This policy is designed to meet the requirements of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It explains what data we collect, the lawful basis we rely on, how long we keep data, who may process it on our behalf, and the rights available to you.

1. Who We Are

For the purposes of data protection law, Man With Van Wandsworth acts as the data controller for personal data collected in connection with our services. This means we determine why and how your personal information is processed.

We only process personal data that is relevant and necessary for providing quotations, arranging bookings, completing services, managing accounts, handling complaints, and meeting legal obligations.

2. Personal Data We Collect

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

Identity data, such as your name and title.
Contact data, such as your phone number, email address, and billing address.
Service data, such as pickup and delivery locations, inventory details, move dates, access information, and instructions for your booking.
Payment data, such as payment status, transaction references, and partial billing details. We do not intentionally store full card details unless required by a secure payment provider.
Communication data, including emails, text messages, call notes, quote requests, and customer service interactions.
Technical data, where applicable, such as IP address, device information, and basic usage data from our digital systems.
Claims and complaints data, such as records of damage claims, service issues, and resolution notes.

We generally do not seek to collect special category data. If such information is provided to us incidentally, for example where it appears in correspondence or service instructions, we will only process it where necessary and lawful.

3. How We Collect Your Data

We collect personal data in several ways:

Directly from you when you request a quote, make a booking, or communicate with us.
From information you provide during service arrangements, including move details and access requirements.
From payment providers or invoicing systems used to complete transactions.
From third parties acting on your behalf, such as landlords, letting agents, office managers, or family members, where they arrange services for you.

We only use the information needed to deliver the service or meet our legal duties.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each use of personal data. We rely on the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, arranging collections and deliveries, and issuing invoices.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include:

managing customer enquiries and service administration;
improving service quality and internal record keeping;
preventing fraud or misuse;
defending or establishing legal claims.

Legal Obligation

We may process and retain information where required by law, including tax, accounting, insurance, and regulatory obligations.

Consent

In limited cases, we may ask for your consent, for example where it is required for optional marketing communications. If consent is used, you can withdraw it at any time.

5. How We Use Your Personal Data

We may use your information to:

provide quotes and respond to enquiries;
confirm bookings and manage moving arrangements;
deliver removal, delivery, and related services;
communicate about your appointment, delays, or service changes;
issue invoices and process payments;
deal with complaints, claims, and customer support requests;
maintain business records and improve operational efficiency;
comply with legal, tax, and insurance requirements.

We do not use your personal data for unrelated purposes.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, but only where necessary for business operations or legal compliance. These may include:

Payment service providers who handle secure payment processing;
Accounting and bookkeeping providers who help us manage invoices, tax records, and financial administration;
IT and cloud hosting providers who support our email, storage, and operational systems;
Insurance providers and claims handlers where a claim or incident must be reviewed;
Professional advisers such as legal or financial advisers, where required;
Subcontracted service providers assisting with transport or logistics, where necessary for delivery of the service.

Where a third party processes data on our behalf, they are required to act only on our instructions, apply appropriate security measures, and comply with data protection law.

We may also disclose data if required by law, court order, or lawful request from a public authority.

7. International Transfers

If any of our processors store or access data outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision or standard contractual protections, to ensure your personal data remains protected.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements.

Quotation and enquiry records are typically retained for a limited period to manage follow-up and business administration.
Booking and service records are usually retained for the duration of the customer relationship and for a reasonable period afterwards.
Invoice, payment, and tax records are retained for the period required by law and financial regulations.
Claims, complaints, and dispute records may be kept longer where necessary to resolve issues or defend legal claims.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

9. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness procedures.

However, no system can be completely secure. While we work to protect your data, we cannot guarantee absolute security of information transmitted over the internet or stored electronically.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and any legal 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 restriction – you can ask us to limit how we use your data in certain cases.
Right to data portability – you can request that certain data be provided in a reusable format.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

If you wish to exercise your rights, we will respond in line with applicable legal timeframes. We may need to verify your identity before responding.

Your privacy rights are important, and we will treat all requests seriously and fairly.

11. Marketing Communications

We may only send marketing communications where permitted by law. Where consent is required, we will ask for it clearly. You can opt out of marketing at any time. Operational messages, such as booking confirmations or service updates, are not marketing communications and may still be sent when necessary to provide our services.

12. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to a booking or service arrangement made by an adult. If we become aware that we have collected such data without proper authority, we will take steps to delete it where appropriate.

13. Complaints

If you have concerns about how we handle personal data, you should raise them with us so we can review and address the issue. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

14. 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 processing practices. The revised version will apply from the date it is published or otherwise communicated.

By using our services, you acknowledge that your personal data will be processed in accordance with this Privacy Policy.

This policy is intended to be clear, fair, and compliant with applicable data protection law for all Man With Van Wandsworth customers in the area.