Privacy Policy - Man With Van Upper Norwood

This Privacy Policy explains how Man With Van Upper Norwood collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Upper Norwood customers in the area, including individuals and businesses who enquire about, book, receive, or pay for our moving and van services. We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, requesting a quotation, or communicating with us, you acknowledge that your personal information may be processed as described in this policy. We encourage you to read it carefully so you understand what information we collect, why we need it, and what rights you have.

1. Personal Data We Collect

We collect only the information that is necessary to provide, manage, and improve our services. The types of data we may collect include:

Identity information such as your name and title.
Contact details such as your phone number, email address, and service address.
Booking and service details including move date, collection and delivery locations, property access details, inventory information, and any special instructions.
Payment information such as billing details and payment records. We do not store full card details where payment processing is handled by secure third-party providers.
Communications including emails, messages, call notes, and complaints or feedback you provide.
Technical and usage information where applicable, such as basic device or browser details used when interacting with our digital channels.

We may also receive information from third parties where necessary, for example from estate agents, landlords, tenants, business partners, or subcontracted service providers involved in arranging a move. In such cases, we only use the information for the purpose for which it was provided.

2. How We Use Your Data

We use personal data to operate our business and deliver our services efficiently. This may include:

Providing quotations and confirming bookings.
Planning and carrying out removals, collections, deliveries, and related services.
Contacting you about changes to your booking, service updates, or important operational matters.
Processing payments, issuing invoices, and maintaining financial records.
Responding to questions, complaints, and customer support requests.
Managing risk, preventing fraud, and protecting our customers, staff, and property.
Meeting legal, tax, accounting, and insurance obligations.
Improving service quality, staff training, and internal operational planning.

We only use personal information for purposes that are compatible with the original reason for collection, unless we have a lawful reason to use it differently.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing personal data. Depending on the activity, we rely on one or more of the following:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing a quote, arranging a moving service, delivering the service, and handling payment.

Legal Obligation

We process certain data to comply with legal obligations, including tax rules, accounting requirements, insurance documentation, and record-keeping responsibilities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. Examples include managing bookings, improving operations, preventing misuse of our services, and protecting against fraud or claims.

Consent

In limited cases, we may ask for your consent, for example where it is needed for optional communications or specific uses not covered by another lawful basis. Where consent is used, you may withdraw it at any time.

Vital Interests

In exceptional situations, we may process information to protect someone’s life or physical safety.

4. Sharing Your Information

We do not sell personal data. We may share it only where necessary and appropriate for the operation of our business or to comply with legal requirements. Recipients may include:

Payment processors who handle secure card or electronic payment transactions.
IT and cloud service providers who support our record management, communications, and data storage.
Accountants and professional advisers who assist with financial, tax, or legal matters.
Subcontractors or drivers who help deliver the requested service under our instructions.
Insurers and claims handlers where relevant to insurance or incident management.
Public authorities where disclosure is required by law, regulation, or lawful request.

Where we engage third parties to process personal data on our behalf, they are required to act under our instructions, keep information secure, and comply with data protection law. These third parties are known as processors.

5. Processors and Data Security

Our processors may include booking systems, email service providers, cloud storage platforms, payment service providers, and administrative software vendors. They process personal data only to perform specific services for us and are not permitted to use it for their own purposes.

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and regular review of internal data practices. However, no system can be guaranteed to be completely secure, so we also encourage customers to take reasonable steps when sharing information with us.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, insurance, and operational requirements. Retention periods can vary depending on the type of data and the context in which it is used.

Quotation and booking records are generally kept for a reasonable period to manage service history and customer support.
Financial and invoice records are retained for the period required by tax and accounting law.
Communication records may be kept while needed to resolve queries, disputes, or service issues.
Claims or incident information may be retained for as long as necessary to manage insurance matters or legal claims.

When data is no longer required, we will delete, anonymise, or securely destroy it.

7. Your Rights

As a data subject under UK GDPR, you have important rights regarding your personal data. Subject to certain legal conditions and exceptions, these include:

The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain situations, sometimes called the “right to be forgotten.”
The right to restriction of processing in specific circumstances.
The right to object to processing based on legitimate interests or direct marketing.
The right to data portability for data you provided to us in a structured, commonly used format where applicable.
The right to withdraw consent where processing is based on consent.

You also 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 would, however, appreciate the chance to address your concerns first where possible.

8. Children’s Data

Our services are intended for adults arranging removals or transport services. We do not knowingly collect personal data from children unless it is incidentally provided as part of a booking or service arrangement and only where necessary. If we become aware that we have collected data improperly, we will take appropriate steps to remove it.

9. International Transfers

Where any of our service providers store or process data outside the UK, we will ensure appropriate safeguards are in place so that personal data remains protected to a standard recognised by UK data protection law.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or processing practices. Any revised version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how their data is handled.

11. Contact and Further Information

This policy is designed to be clear and transparent while remaining compliant with data protection law. If you have questions about how your personal data is used, your rights, or this policy generally, you can raise those concerns through the usual service communication channels. We will aim to respond in a reasonable timeframe and assist you where possible.

Man With Van Upper Norwood is committed to respecting privacy and handling personal information responsibly. We recognise that customers trust us with sensitive details relating to their home, business, and move, and we treat that trust seriously. Our commitment is to use personal data only when necessary, keep it secure, and process it in a lawful and transparent manner.