Privacy Policy - Man And Van Claphamcommon

This Privacy Policy explains how Man And Van Claphamcommon collects, uses, stores, shares, and protects personal data in connection with our removals, delivery, and van services. It applies to all Man And Van Claphamcommon customers in the area, including individuals, households, landlords, tenants, and business customers who use our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Scope of this Policy

This policy applies whenever you request a quotation, make a booking, communicate with us, receive a service, or otherwise interact with Man And Van Claphamcommon. It also applies to information collected through phone calls, emails, text messages, online forms, and any other communication channels used to arrange or manage services.

We may update this policy from time to time to reflect changes in law, our operations, or the services we provide. Any changes will apply from the date they are published or otherwise communicated to you.

2. Personal Data We Collect

We collect only the personal data necessary to provide our services and operate our business efficiently. The types of data we may collect include:

• Identity information such as your name and, where relevant, the names of other people authorised to act on your behalf.
• Contact details such as address, email address, telephone number, and service location details.
• Booking and service information including move dates, property access details, inventory notes, service preferences, and instructions relating to the job.
• Payment and billing information such as transaction records, invoices, and payment status.
• Communication records including messages, call notes, complaints, feedback, and service updates.
• Technical information where applicable, such as device or browser data collected through digital channels used to manage enquiries or bookings.

We do not intentionally collect sensitive personal data unless it is necessary for a specific service, disclosed by you, and permitted by law. If sensitive information is provided, we will treat it with extra care and only use it where lawful and appropriate.

3. How We Use Personal Data

We use personal data for the following purposes:

• To provide quotes, confirm bookings, and deliver moving or van services.
• To plan routes, schedule jobs, and coordinate staff or subcontractors where necessary.
• To manage payments, invoicing, and record-keeping.
• To communicate with you about your booking, including changes, delays, or service updates.
• To handle complaints, queries, insurance matters, or disputes.
• To maintain business records and comply with legal and regulatory obligations.
• To improve our services, internal processes, and customer experience.

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose and that the law allows this.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the circumstances, our lawful bases may include:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling booking details, service arrangements, payment processing, and service delivery.

Legal Obligation

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

Legitimate Interests

We may use personal data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This may include managing operations, improving service quality, responding to customer enquiries, preventing misuse, and maintaining business security.

Consent

Where consent is required, we will ask for it clearly and specifically. You may withdraw consent at any time, although this will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing and Processors

We may share personal data with trusted third parties, known as processors, who assist us in operating our business and delivering our services. These processors may include:

• Payment service providers used to handle transactions securely.
• Accounting and bookkeeping providers who help with invoicing, tax, and financial records.
• IT and hosting providers who support data storage, email, communications, or system maintenance.
• Operational subcontractors or service partners where required to complete a booking or provide support services.
• Professional advisers such as legal, insurance, or compliance advisers.

Processors are only permitted to process personal data on our instructions and must keep it secure and confidential. We require appropriate contractual safeguards to protect your data.

We may also disclose personal data if required by law, court order, regulatory request, or to protect our rights, customers, staff, or property.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this policy, including any legal, accounting, or reporting requirements. The length of time we retain information depends on the type of data and the purpose for which it was collected.

In general:

• Booking and service records are retained for a period necessary to manage the contract, handle follow-up issues, and maintain business records.
• Financial and tax records are kept for the period required by applicable law.
• Correspondence and complaint records may be retained for as long as needed to resolve the matter and defend legal claims.

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

7. Data Security

We take 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, confidentiality obligations, and regular review of our internal procedures.

While we take reasonable steps to protect data, no system can be guaranteed completely secure. If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will respond in line with our legal obligations.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply subject to certain conditions and exemptions:

• Right of access - you may request a copy of the personal data we hold about you.
• Right to rectification - you may ask us to correct inaccurate or incomplete data.
• Right to erasure - you may request deletion of your data in certain circumstances.
• Right to restriction - you may ask us to limit how we use your data in certain situations.
• Right to data portability - you may request that we provide certain data in a structured, commonly used format.
• Right to object - you may object to processing based on legitimate interests or to direct marketing where applicable.
• Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

Underlined notice: You also have the right to raise concerns with the UK Information Commissioner's Office if you believe your data protection rights have been infringed.

To help protect your privacy, we may need to verify your identity before responding to a rights request.

9. Marketing and Communications

We may send service-related communications that are necessary for booking administration or service delivery. Where marketing communications are used and consent is required, we will only send them in line with your preferences and applicable law. You can object to or withdraw from marketing at any time where relevant.

10. Third-Party Links and External Services

If you interact with external services or third-party providers through arrangements connected to our services, those providers may have their own privacy policies. We are not responsible for the privacy practices of third parties, and we encourage you to review their policies where applicable.

11. Children's Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary for a service arranged by an adult customer and only to the extent required to complete that service lawfully and safely.

12. Changes to This Policy

We may revise this Privacy Policy periodically to ensure it remains accurate and compliant. Any revised version will replace the previous version from the date of publication. We encourage customers to review it from time to time to remain informed about how personal data is handled.

13. Summary of Our Commitment

Man And Van Claphamcommon is committed to lawful, transparent, and responsible data processing. We collect only the information needed to deliver our services, use it for clear and legitimate purposes, keep it only for as long as necessary, and share it only with processors or others where required by law or service need. We respect your rights and will act promptly and fairly when you exercise them.