Privacy Policy - Man With Van Coulsdon

This Privacy Policy explains how Man With Van Coulsdon collects, uses, stores, shares, and protects personal data when providing removal, delivery, and related moving services. It applies to all Man With Van Coulsdon customers in the area, including individuals, households, landlords, tenants, and business customers who request or receive our services.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy explains what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and the rights you have in relation to your information.

1. Information We Collect

We only collect personal data that is necessary to provide our services, manage our business, and meet legal obligations. The information we may collect includes:

Identity details such as your name and title.
Contact details including your address, email address, and telephone number.
Service information such as pickup and delivery addresses, property access details, moving dates, inventory lists, and service preferences.
Billing and payment information such as payment status, transaction records, and invoice details.
Communication records including messages, enquiries, complaints, quotations, and service updates.
Technical information such as basic website or device usage data if you interact with our online systems, where applicable.
Special category data only where strictly necessary and if you choose to provide it, for example information relating to access needs or vulnerabilities that affect the moving service.

We do not intentionally collect more personal data than is required to complete the work or comply with our legal obligations. If you provide information about third parties, such as a family member or property manager, you should ensure that you have their permission to do so.

2. How We Use Your Data

We use your personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, perform, and manage moving services.
To communicate service updates, confirmations, or changes.
To issue invoices, process payments, and maintain financial records.
To handle complaints, claims, or service disputes.
To comply with tax, accounting, insurance, and other legal requirements.
To improve our service quality, internal operations, and customer experience.
To protect against fraud, misuse, or unlawful activity.

We will only use your information where we have a valid lawful basis to do so. We do not sell personal data, and we do not use it for unrelated marketing purposes without the appropriate legal permission.

3. Lawful Basis for Processing

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

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, booking removals, managing schedules, and carrying out the agreed service.

Legal Obligation

We may process data where required to meet legal duties, such as maintaining business records, accounting documentation, tax compliance, or responding to lawful requests from authorities.

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. This may include service administration, fraud prevention, record keeping, internal audits, and service improvement.

Consent

Where required by law, we will rely on your consent, for example if we need to process certain optional information you voluntarily provide. You can withdraw consent at any time, although this will not affect processing already carried out before withdrawal.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, including any legal, accounting, or reporting requirements. The retention period depends on the type of information and why it is held.

Customer and service records are generally kept for the duration needed to deliver the service and resolve any post-service matters.
Billing and accounting records are retained for the period required by tax and financial regulations.
Communication records may be kept for a reasonable period to manage enquiries, complaints, and service history.
Claims or dispute records may be kept longer where needed to establish, exercise, or defend legal rights.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed regularly to ensure data is not kept longer than necessary.

5. Processors and Third Parties

We may share personal data with trusted third parties that help us run our business and deliver services. These third parties act as data processors or independent controllers depending on the nature of the service. We only share data when necessary and we take steps to ensure appropriate protections are in place.

Payment service providers who process card or transfer payments.
Accounting and bookkeeping providers who assist with invoicing, financial records, and compliance.
IT and cloud storage providers who support our systems, data storage, and communications.
Insurance providers, legal advisers, and claims handlers where needed for risk management or dispute resolution.
Subcontracted moving staff or logistics partners who help complete the agreed service under our instructions.
Regulatory or law enforcement bodies where disclosure is required by law.

All processors are required to handle data securely, act only on our instructions where applicable, and apply appropriate technical and organisational measures to protect personal information. Man With Van Coulsdon does not permit processors to use your data for their own unrelated purposes.

6. Data Security

We use reasonable and appropriate security measures to protect personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and regular review of our data handling practices.

Although we take security seriously, no system can be guaranteed to be completely secure. If a personal data breach occurs and there is a risk to your rights and freedoms, we will take steps required by law, which may include notifying the relevant supervisory authority and affected individuals.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the circumstances and legal exemptions. They 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 restrict processing in specific circumstances.
The right to object to processing based on legitimate interests or direct marketing, where applicable.
The right to data portability for data processed by automated means based on consent or contract, where applicable.
The right to withdraw consent at any time where consent is the lawful basis.

You also have the right to raise a concern with the Information Commissioner’s Office if you believe your data has been handled unlawfully. However, we encourage you to raise any concerns with us first so we can try to resolve the matter promptly.

8. Children’s Data

Our services are not directed at children. We do not knowingly collect personal data from children except where it is necessary to provide services requested by an adult customer and only with appropriate care and legal basis.

9. International Transfers

If any processor or system used by us stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place to protect your information in line with applicable data protection law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically so you remain informed about how your personal data is used.

11. Contact and Complaints

If you have questions about this Privacy Policy, wish to exercise your rights, or want to raise a concern about how your data is handled, you may contact us using the details provided through our normal customer service channels. We will respond appropriately and within the time limits required by law.

Man With Van Coulsdon is committed to keeping your personal data secure, using it responsibly, and respecting your privacy at every stage of the service relationship.