Privacy Policy - Man And Van Roehampton

This Privacy Policy explains how Man And Van Roehampton collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Roehampton customers in the Roehampton area, including anyone who requests a quote, books a service, communicates with us, or otherwise interacts with our moving and transport services. We are committed to handling personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We value your privacy and aim to be transparent about what happens to your information. This policy describes the categories of data we collect, the lawful bases we rely on, how long we keep data, who may process it on our behalf, and the rights you have over your personal information.

1. Personal Data We Collect

We collect only the information that is necessary to provide and manage our services, operate our business, and meet legal obligations. Depending on how you interact with us, we may collect:

Identity details such as your name and, where needed, company name.
Contact details such as your telephone number and email address.
Service details such as pickup and delivery addresses, property access information, move date, property type, inventory details, and special handling requirements.
Billing information such as invoice details, payment status, and transaction records.
Communication records including emails, phone notes, messages, complaints, and feedback.
Technical data such as IP address, device information, and basic usage data if you access our online services or forms.
Safety and operational data such as parking restrictions, access instructions, and any information necessary to complete a move safely and efficiently.

We do not intentionally collect special category data unless you choose to provide it and it is relevant to a service request, for example if you tell us about access needs or other information that helps us plan a move safely. Where such data is provided, we will process it only when lawful and necessary.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and arrange bookings;
to carry out removals, transport, loading, unloading, and related services;
to communicate with you about your booking or enquiry;
to manage payments, invoices, and refunds where relevant;
to respond to questions, complaints, and service issues;
to improve our services, operations, and customer experience;
to maintain records for business, accounting, and legal purposes;
to protect against fraud, misuse, and security incidents;
to comply with applicable laws and regulations.

We will only use your information in ways that are compatible with the original purpose for which it was collected, 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 each processing activity. We rely on the following lawful bases:

Contract

We process your personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes providing quotes, arranging your move, handling service details, and completing payment-related actions.

Legal Obligation

We may process personal data when needed to comply with legal obligations, such as tax, accounting, insurance, or record-keeping requirements.

Legitimate Interests

We may process information where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving services, maintaining internal records, preventing fraud, managing customer communications, and ensuring operational efficiency.

Consent

In limited cases, we may rely on your consent, for example where it is required for certain types of optional communication or specific data use. If we rely on consent, you may withdraw it at any time.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties when necessary to run our business and deliver our services. These third parties act as processors or independent controllers depending on the service they provide. We only share information to the extent needed and require appropriate safeguards.

Processors may include:

IT and cloud service providers that host data, store records, or support communication systems;
payment service providers that process card or online payments;
accounting and bookkeeping providers that help manage financial records;
customer communication tools used for email, message delivery, or scheduling;
professional advisers such as lawyers, insurers, or auditors;
subcontracted service partners who assist with moving operations when required.

We do not sell your personal data. We do not share your information with third parties for their own marketing purposes unless you have given permission or we are otherwise permitted by law. Where processors handle data on our behalf, they are only allowed to act on our instructions and must protect your data appropriately.

5. International Transfers

If any processor stores or accesses data outside the UK, we will ensure suitable safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to keep your information secure and compliant with data protection law.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes described in this policy, including satisfying legal, accounting, and reporting requirements. The exact retention period depends on the type of information and the reason it was collected.

In general:

Quote and enquiry data may be kept for a reasonable period to manage follow-up, service history, and business records.
Booking and service records may be retained for a longer period to support contract performance, dispute handling, and operational evidence.
Financial and invoice records are usually kept for the period required by tax and accounting laws.
Complaint and correspondence records may be retained for as long as necessary to resolve issues and demonstrate how they were handled.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and review of our processing arrangements. While no system is completely risk-free, we take reasonable steps to safeguard your information.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits, these include:

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 request deletion of your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain cases.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request your data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

9. Children’s Data

Our services are intended for adults arranging moving and van services. We do not knowingly collect personal data directly from children. If we become aware that we have received such information without proper authority, we will take appropriate steps to delete or protect it.

10. 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 handling practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically so they remain informed about how their data is used.

11. Summary of Our Commitment

Man And Van Roehampton is committed to treating your personal data with care, fairness, and respect. We only collect information that is relevant to providing our moving services, we use it for clear and lawful purposes, we share it only when necessary with trusted processors, and we keep it only for as long as needed. Your privacy matters to us, and we aim to handle all customer information in a secure, lawful, and transparent way.

This policy applies to all Man And Van Roehampton customers in the Roehampton area.