Privacy Policy - Man And Van Southwark

This Privacy Policy explains how Man And Van Southwark collects, uses, stores, shares, and protects personal data relating to our customers, prospective customers, and website or service users. It applies to all Man And Van Southwark customers in the area, including individuals and businesses who request quotations, book removals, use our man and van services, or otherwise communicate with us in connection with our services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. We take privacy seriously and aim to ensure that personal information is processed fairly, lawfully, and transparently.

1. Information We Collect

We collect only the information that is necessary for us to provide and manage our services effectively. The types of personal data we may collect include:

Identity details such as name and title.
Contact details such as telephone number, email address, and postal address.
Service details including collection and delivery addresses, moving dates, access information, item descriptions, and service requirements.
Payment and billing data where required for invoicing, payment processing, refunds, or account records.
Communication records such as emails, messages, call notes, and booking enquiries.
Technical data if you use our online services, including IP address, browser type, device information, and cookies or similar technologies where applicable.
Special instructions you provide to help us safely carry out a removal or transport job, for example access issues, parking instructions, or items needing extra care.

We generally collect data directly from you when you request a quote, make a booking, complete forms, or contact us by phone, email, or other channels. We may also receive data from third parties where this is necessary for our services, such as referral partners, subcontractors, or payment providers.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and assess service requirements.
To arrange, manage, and complete removal and transport services.
To communicate with you regarding bookings, schedules, delays, and service updates.
To issue invoices, process payments, and manage refunds where necessary.
To maintain internal records, account details, and service histories.
To handle complaints, claims, and customer support requests.
To improve our operations, safety standards, and customer experience.
To comply with legal, tax, accounting, and regulatory obligations.
To prevent fraud, misuse, or unlawful activity.

We only process personal data for specified and legitimate purposes. We do not use your information in a way that is incompatible with the reasons for which it was collected.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the context, we rely on one or more of the following lawful bases:

3.1 Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, providing moving services, and carrying out related customer support.

3.2 Legal Obligation

We may process and retain certain information where required to meet legal and regulatory obligations, such as accounting, tax, insurance, or dispute resolution requirements.

3.3 Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This includes managing service operations, improving our services, maintaining records, preventing fraud, and protecting our business and customers.

3.4 Consent

In some limited situations, we may rely on your consent, for example where we send certain marketing communications or use optional cookies where required. Where consent is used, you may withdraw it at any time.

4. Sharing and Processors

We may share personal data with trusted third parties who help us deliver our services. These parties act as processors or, in some cases, independent controllers. We only share the minimum information necessary and require appropriate safeguards.

Categories of processors and recipients may include:

IT and cloud service providers that store or support our business systems.
Payment processors that handle card payments, transfers, or billing services.
Accountants and professional advisers who support financial, legal, or compliance matters.
Subcontractors or operational partners assisting with transport, labour, storage coordination, or related logistics.
Insurance providers where claims or incidents require assessment.
Regulatory, tax, or law enforcement authorities where disclosure is legally required.

We do not sell personal data. If data is transferred outside the United Kingdom, we ensure that suitable protection is in place, such as an adequacy decision or approved contractual safeguards, to protect your information to an appropriate standard.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes outlined in this policy, including any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason it is held.

For example:

Booking and service records may be retained for a reasonable period to manage queries, complaints, and legal claims.
Financial and tax-related records may be retained for the period required by law.
Communication records may be kept for as long as needed to resolve customer support matters or maintain business records.

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

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

While we do our best to protect your information, no method of transmission or storage is completely secure. If a personal data breach were to occur, we would take steps to assess and respond to it in line with applicable legal obligations.

7. Your Rights

As a data subject, you have a number of rights regarding your personal data. Subject to legal conditions and exemptions, these rights may include:

The right to access a copy of the personal data we hold about you.
The right to rectification of inaccurate or incomplete information.
The right to erasure in certain circumstances, also known as the right to be forgotten.
The right to restrict processing in certain situations.
The right to data portability for information processed by consent or contract, where applicable.
The right to object to processing based on legitimate interests or direct marketing.
The right to withdraw consent where we rely on consent as a lawful basis.

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 encourage you to contact us first so we can try to resolve any concern promptly and fairly.

8. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary and provided by an adult customer in connection with a service arrangement. If we become aware that we have collected children’s data inappropriately, we will take reasonable steps to delete it.

9. Cookies and Similar Technologies

Where our online systems use cookies or similar technologies, these may be used to support functionality, improve performance, understand usage, or remember preferences. Where required, we will seek consent before placing non-essential cookies. You may adjust browser settings to manage cookies, though some features may not function properly without them.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data practices. Any revised version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we protect personal information.

11. Contact and Further Information

If you have any questions about this Privacy Policy, your data, or how we handle personal information, you may raise your concerns through our usual business communication channels. We will aim to respond in a timely and helpful manner.

Man And Van Southwark is committed to respecting privacy, processing personal data responsibly, and maintaining trust with every customer we serve in the area. We will continue to review our practices to ensure they remain lawful, fair, and transparent.