Man With a Van Roehampton Privacy Policy

This Privacy Policy explains how Man With a Van Roehampton collects, uses, shares and protects personal data belonging to its customers and prospective customers. It also sets out your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Man With a Van Roehampton customers and service users in our service area, including anyone who contacts us to enquire about, book, or manage man and van services, removals, or related services.

Data Controller

Man With a Van Roehampton is the data controller for the personal data described in this Privacy Policy. As data controller, we decide how and why your personal data is processed and are responsible for ensuring that such processing complies with applicable data protection law.

Personal Data We Collect

We may collect and process the following categories of personal data when you use our services or interact with us:

Identification and contact details: name, address, collection and delivery addresses, and other contact details such as general communication channels you choose to use.

Service and booking information: details of the services you request, dates and times of moves or deliveries, property access details, inventory descriptions, special instructions, and related service notes.

Billing and transaction information: records of payments, invoices, amounts, payment status, and methods used. We do not store full payment card details; where payment is taken electronically, this is usually handled by a payment processor that acts as a separate controller or processor.

Communication records: information contained in communications you send to us, such as enquiries, complaints, feedback, or requests to exercise your data protection rights, including records of our responses.

Technical data: limited technical and usage information where relevant, such as basic device or browser data and interaction logs with our online content, to help us manage enquiries and improve our services.

How We Collect Personal Data

We collect personal data directly from you when you:

Contact us to request a quote or information about our services.

Make a booking or confirm an order.

Communicate with us by any available channel.

Provide feedback, reviews, or respond to surveys about our services.

We may also receive information about you from third parties where this is necessary for the performance of our services, for example from a person who books our services on your behalf or from partners who help coordinate moves or deliveries. In such cases, we take steps to ensure that these third parties are entitled to share that information with us.

Lawful Basis for Processing

We process your personal data only when we have a lawful basis to do so. The main lawful bases we rely on are:

Contract: Processing that is necessary to enter into or perform a contract with you, such as providing quotes, confirming bookings, delivering man and van services, handling payments, and communicating with you about your booking.

Legal obligation: Processing that is necessary to comply with legal requirements, such as tax, accounting, and record-keeping obligations.

Legitimate interests: Processing that is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This may include managing and improving our services, preventing fraud, ensuring the security of our operations, and handling customer queries and complaints.

Consent: In some cases, we may ask for your consent to process your personal data for specific purposes, such as certain forms of marketing or optional communications. Where we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide and manage services: including assessing your requirements, providing quotations, scheduling and performing moves or deliveries, and managing any follow-up or related services.

To manage customer relationships: including answering your questions, handling complaints or claims, and maintaining accurate records of your interactions with us.

To process payments and invoices: including maintaining financial records for lawful accounting and tax purposes.

To improve our services: including quality control, staff training, service optimisation, and analysing service usage patterns to better understand our customers' needs.

To ensure security and prevent misuse: including preventing and detecting fraud, theft, or other unlawful activities that may affect our services or customers.

To send service-related communications: including booking confirmations, reminders, changes to your booking, and updates to this Privacy Policy or our terms.

Sharing Your Personal Data

We may share your personal data with third parties where necessary and in accordance with data protection laws:

Service providers and processors: We may engage carefully selected third-party providers to help us deliver our services, such as payment processing providers, IT and system support providers, cloud storage and hosting services, and subcontractors assisting with moves or deliveries. These providers act as processors on our behalf and may only process your personal data according to our instructions and for specified purposes.

Professional and legal advisers: We may share data with professional advisers such as accountants, auditors, lawyers, or insurers where necessary for advice, audits, or the establishment, exercise, or defence of legal claims.

Authorities and law enforcement: We may disclose information where required to do so by law or where we believe it is necessary to comply with a legal obligation, to protect our rights or the rights of our customers, or to assist with the prevention or detection of crime.

We do not sell your personal data to third parties.

International Data Transfers

Where our service providers or systems involve processing personal data outside the United Kingdom, we take appropriate safeguards to ensure that your data remains protected, such as using standard contractual clauses or relying on other valid transfer mechanisms approved under applicable data protection laws.

Data Retention

We keep personal data only for as long as is reasonably necessary to fulfil the purpose for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.

In general, we retain customer and booking records for a period that allows us to manage ongoing relationships, handle queries or complaints, and comply with tax and accounting rules. After the applicable retention period has ended, we will securely delete or anonymise your personal data so that it can no longer be linked to you.

Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction, or damage. These measures include access controls, secure storage, and limitations on who can access personal data within our organisation and among our processors.

While we take reasonable steps to protect your personal data, no system can be completely secure. We therefore cannot guarantee absolute security of your information but are committed to continually reviewing and improving our safeguards.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to the personal data we hold about you. Subject to qualifying conditions and exemptions, these rights may include:

Right of access: You can request confirmation of whether we process your personal data and, if so, obtain a copy of that data along with information about how we use it.

Right to rectification: You can request that we correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: You can request that we delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

Right to restriction of processing: You can request that we limit the processing of your personal data in certain situations, for example while we are verifying its accuracy or considering an objection you have raised.

Right to object: You can object to the processing of your personal data where we rely on legitimate interests as our lawful basis, in which case we will stop processing unless we can demonstrate compelling legitimate grounds that override your interests or where processing is required for legal claims.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, machine-readable format, or that we transmit it directly to another controller where technically feasible.

Right to withdraw consent: Where we rely on your consent to process personal data, you can withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

If you wish to exercise any of these rights, we may need to verify your identity to protect your privacy and security.

Complaints and Contact

If you have concerns about how we handle your personal data, you can raise them with us using your preferred communication method. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom if you believe your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. Any 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 process and protect your personal data.