Privacy Policy - Man With Van Chelsfield

This Privacy Policy explains how Man With Van Chelsfield collects, uses, stores, shares, and protects personal data relating to customers and prospective customers. It applies to all Man With Van Chelsfield customers in the area, including individuals and businesses who request, book, or receive our moving, collection, delivery, and related van services. We are committed to handling personal information in a fair, lawful, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, submitting an enquiry, or otherwise interacting with us, you acknowledge that your personal data may be processed as described in this Privacy Policy. We encourage you to read this document carefully so you understand what information we collect, why we collect it, how long we keep it, and what rights you have.

1. Personal Data We Collect

We collect only the information necessary to provide and manage our services, meet legal obligations, and improve our operations. The categories of personal data we may process include:

Identity information such as your name, title, and where relevant, business name.
Contact details such as address, email address, and telephone number.
Service details such as collection and delivery addresses, moving dates, access instructions, inventory details, and service preferences.
Payment information such as billing details and transaction records. We do not store full card details where a payment processor handles those securely.
Communication records including emails, messages, quotations, notes from phone calls, and complaint correspondence.
Operational data such as booking history, vehicle allocation, job completion notes, and service feedback.
Technical information where you interact with us electronically, such as IP address, device type, browser type, and basic usage data collected through security and performance tools.

We may also receive personal data from third parties when necessary for service delivery, for example from a person making a booking on your behalf, a building manager, or a payment provider. Where we receive personal data indirectly, we take steps to ensure it has been shared lawfully.

2. How We Use Personal Data

We use personal data for specific and legitimate purposes connected with our services. These include:

Providing quotations, confirming bookings, and managing service arrangements.
Delivering moving and transport services safely and efficiently.
Communicating with you about scheduling, access, changes, or service issues.
Processing payments, issuing invoices, and maintaining financial records.
Handling complaints, claims, and customer support requests.
Meeting legal, tax, accounting, insurance, and regulatory obligations.
Maintaining business records and improving the quality and reliability of our services.
Protecting our staff, customers, property, and operations from fraud, misuse, or unlawful activity.

We only process personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for a compatible purpose. If we need to use personal data in a new way, we will ensure there is a lawful basis and, where required, we will inform you.

3. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotes, arranging bookings, carrying out removals, and dealing with payment and service administration.

Legal Obligation

We process data where needed to comply with legal obligations, such as tax compliance, accounting requirements, insurance matters, or record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. These interests include running our business effectively, responding to enquiries, improving services, managing risk, preventing fraud, and maintaining security. When we rely on legitimate interests, we assess the impact on your privacy and ensure appropriate safeguards are in place.

Consent

In limited situations, we may rely on your consent, for example where you choose to receive certain forms of marketing communication. If consent is used, you may withdraw it at any time.

We do not generally process special category data unless it is necessary and permitted by law, and only with suitable safeguards.

4. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this policy, including for legal, accounting, tax, insurance, or dispute-resolution purposes. The length of time we retain data depends on the type of information and the reason it is held.

Booking and service records are typically retained for a period needed to manage the service and address any follow-up issues.
Invoices and financial records are retained in accordance with accounting and tax laws.
Communication records may be retained for a reasonable period to manage enquiries, complaints, or claims.
Technical and security records are retained only as long as necessary for protection and system monitoring.

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

5. Processors and Sharing of Data

We may share personal data with trusted third-party service providers who act as processors on our behalf. These processors are only allowed to use your data according to our instructions and must keep it secure. They may include:

Payment processing providers.
Accounting and bookkeeping service providers.
IT, hosting, and software support providers.
Communication and customer management systems.
Insurance providers and claims handlers where required.
Professional advisers such as lawyers, auditors, or consultants.

We may also disclose personal data where required by law, court order, or other legal process, or where necessary to protect our rights, staff, customers, or property. If a business transfer or restructuring occurs, personal data may be shared with relevant parties under appropriate safeguards.

We do not sell personal data. Where processors or other third parties are used, we take reasonable steps to ensure they meet applicable data protection standards and provide sufficient security measures.

6. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and restricted data handling procedures.

Although we work to protect personal data, no system is entirely secure. If a data breach occurs that may affect your rights or freedoms, we will respond in accordance with applicable law and take appropriate remedial action.

7. Your Rights Under Data Protection Law

Subject to legal limitations and exemptions, you have the following rights regarding your personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your personal data in certain circumstances.
Right to restriction – to ask us to limit the processing of your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain information 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 lodge a complaint with the UK data protection authority if you are unhappy with how your personal data is handled. We would, however, appreciate the opportunity to address your concerns first.

8. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a customer service arrangement and provided by an appropriate adult or guardian where required. If we become aware that we have collected data from a child inappropriately, we will take steps to delete it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our services. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

10. Summary of Our Commitments

Man With Van Chelsfield is committed to processing personal data fairly, lawfully, and transparently. We collect only the data needed to provide our services, we rely on appropriate lawful bases for processing, we retain information only for as long as necessary, we use trusted processors under suitable controls, and we respect your data protection rights. This Privacy Policy applies to all customers in the area who use our services or interact with us in connection with our work.

By placing privacy and security at the centre of our operations, we aim to provide a reliable service while respecting your personal information.