Privacy Policy - Man And A Van Dulwich

This Privacy Policy applies to all Man And A Van Dulwich customers in the area. It explains how we collect, use, store, share, and protect personal data when you use our removal, delivery, packing, and related 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.

1. Who We Are

Man And A Van Dulwich provides man and van services, moving support, item transportation, and related logistics services for residential and business customers. In the course of delivering these services, we act as a data controller for the personal data we collect and use for our own operational purposes.

We take data protection seriously and aim to collect only the information that is necessary for arranging, delivering, managing, and improving our services. We do not sell personal data and we do not use it in ways that are incompatible with the purposes described in this policy.

2. Information We Collect

We may collect and process the following categories of personal data:

Identity details: name, title, and any other information needed to identify you.
Contact details: phone number, email address, billing address, and service address.
Booking and service details: move date, collection and delivery locations, property access information, inventory details, and special handling instructions.
Payment information: payment status, transaction records, and limited billing details needed to process payments and issue invoices.
Communication records: emails, messages, call notes, complaints, feedback, and any correspondence relating to your booking or service.
Technical data: if you interact with our digital systems, we may collect basic technical information such as device type, browser type, and usage data for security and service improvement purposes.
Special category data: we do not عادة collect special category data. However, if you voluntarily provide information that may reveal health-related needs or accessibility requirements, we will only use it to support service delivery and safety.

We normally collect data directly from you when you request a quote, make a booking, communicate with us, or provide service instructions. In some cases, information may also be provided by a third party acting on your behalf, such as a landlord, employer, estate agent, or payment provider.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan, deliver, and complete moving or transport services;
to communicate with you about schedules, access arrangements, and service updates;
to process payments, refunds, and invoicing;
to maintain records of services provided;
to deal with complaints, claims, and disputes;
to comply with legal, tax, accounting, and regulatory requirements;
to improve our operations, customer service, and safety procedures;
to protect our business, staff, customers, and property from fraud, misuse, or other unlawful activity.

We only use personal data where we have a valid legal reason to do so.

4. Lawful Basis for Processing

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

Contract: We process your data where it is necessary to enter into or perform a contract with you, such as arranging and carrying out a removal or delivery service.
Legal obligation: We may process data to meet tax, accounting, insurance, and other legal requirements.
Legitimate interests: We may process data for purposes such as business administration, service improvement, fraud prevention, record keeping, and customer support, provided these interests are not overridden by your rights and freedoms.
Consent: In limited situations, we may rely on your consent, for example where you voluntarily provide optional information or agree to receive certain types of communication. You may withdraw consent at any time.
Vital interests: In rare situations, we may process data to protect someone’s life or safety.

Where we rely on legitimate interests, we make sure we consider your privacy rights and only use data in ways that are reasonable and proportionate.

5. Sharing Your Information and Processors

We may share personal data with trusted third parties that help us provide our services. These organisations act as processors when they process data on our behalf and under our instructions. They are required to keep data secure and only use it for agreed purposes.

Examples of processors or service providers may include:

Payment processors that handle card or online transactions;
IT and hosting providers that support our systems, storage, and security;
Accounting and bookkeeping providers that assist with financial administration;
Customer communication tools that help us manage messages and booking updates;
Insurance and claims handlers where required to deal with loss, damage, or liability matters;
Subcontracted drivers or operational partners where necessary to deliver the service you requested.

We may also disclose personal data where required by law, court order, regulatory authority, or where disclosure is necessary to protect our rights, customers, staff, or the public.

Where processors are used, we take reasonable steps to ensure that appropriate data protection agreements and security measures are in place.

6. International Transfers

Most of our data is processed within the UK. If any service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as approved contractual protections or adequacy regulations, so that your information remains protected to the standard required by law.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, insurance, and dispute-resolution purposes.

Booking and service records: kept for a reasonable period after the service is completed to manage follow-up queries, claims, and administration.
Payment and invoicing records: retained in line with tax and financial record-keeping requirements.
Communication records: retained for as long as needed to resolve enquiries, complaints, or service issues.
CCTV or security-related data: if applicable, retained only for the period necessary for security and incident management.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access, secure storage, password protection, staff awareness, and supplier controls. No system is completely secure, but we work to reduce risk and respond quickly to any suspected data breach.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These may 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 information.
Right to erasure: in certain circumstances, you can ask us to delete your data.
Right to restriction: you can ask us to limit how we use your data in some situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: in some cases, you can ask for your data in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you make a request, we may need to verify your identity before responding. We will normally respond within the time limits set by law.

10. Complaints and Further Information

If you have concerns about how your data is handled, we encourage you to raise them so they can be addressed. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

11. Changes to This 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 recommend reviewing this policy periodically so you remain informed about how your personal data is used.

Summary of our commitment: Man And A Van Dulwich uses personal data only where lawful, keeps it secure, limits retention, and respects your rights under UK GDPR.