Privacy Policy - Man And Van Camberwell

This Privacy Policy explains how Man And Van Camberwell collects, uses, stores, shares, and protects personal data when providing removal, delivery, packing, and transport services. It applies to all Man And Van Camberwell customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

By using our services, you acknowledge that your personal data may be processed in line with this policy. We only process the information necessary to deliver our services, manage our business, meet legal obligations, and protect our legitimate interests.

1. Information We Collect

We may collect and process personal data that you provide to us directly, data generated during the service, and information received from third parties where lawful and appropriate. The types of data we may collect include:

Identity information such as your name and title.
Contact details such as your address, email address, and telephone number.
Service information such as move dates, item details, access instructions, property type, and delivery preferences.
Billing and payment information such as invoicing details and payment records.
Communication records including emails, phone notes, messages, and complaint correspondence.
Technical information where relevant, such as device and usage information if you interact with digital systems used for bookings or administration.
Special category data only where you voluntarily provide it or where it is necessary for a specific service request, for example access needs or health-related information connected to safe service delivery.

We aim to collect only the data that is adequate, relevant, and limited to what is necessary for the purpose for which it is processed.

2. How We Use Your Data

We process personal data for the following purposes:

To provide quotes, make bookings, and carry out moving and transport services.
To plan routes, allocate staff, and manage logistics.
To communicate with you about your booking, service changes, or customer support matters.
To issue invoices, process payments, and maintain business records.
To respond to enquiries, complaints, and disputes.
To improve our services, manage quality, and maintain operational efficiency.
To comply with legal and regulatory duties, including tax, accounting, and insurance requirements.
To prevent fraud, misuse, or unauthorised access to our systems and records.

We will not use your personal data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so and, where required, we have informed you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the circumstances, Man And Van Camberwell relies on one or more of the following:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, delivering services, and handling payment or service-related communication.

Legal Obligation

We may process data to comply with legal duties, such as maintaining tax and accounting records, responding to lawful requests, or meeting insurance and record-keeping requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. These interests may include managing operations, improving service quality, preventing fraud, protecting property, and handling customer records efficiently.

Consent

In limited situations, we may rely on your consent, particularly where processing is optional or where special category data is provided for a specific purpose that is not otherwise covered by another lawful basis. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third-party processors who assist us in operating our business and delivering services. These processors act on our instructions and are required to protect your data appropriately. Examples may include:

Payment providers for processing transactions securely.
Accounting and bookkeeping providers for invoicing, taxation, and financial administration.
IT and software providers for secure storage, communication, and operational systems.
Customer service or administration tools used to manage enquiries and booking information.
Insurance providers where a claim, incident, or liability issue must be addressed.
Professional advisers such as legal or financial advisers where necessary for compliance or business protection.

We may also disclose personal data to public authorities, regulators, courts, or law enforcement agencies where required by law or where it is necessary to protect our rights, property, staff, or customers.

Where a processor is engaged, we ensure that appropriate contractual and security safeguards are in place. We do not sell personal data.

5. International Transfers

If any of our processors or systems store or process data outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place, such as an adequacy decision or standard contractual protections, so that your information remains protected to the required legal standard.

6. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, contractual, and operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

Booking and service records are typically retained for the period needed to manage the service and resolve any follow-up matters.
Financial and tax records are retained for the period required by law.
Correspondence and complaint records may be retained for a reasonable period after the matter is closed, to support business administration and dispute handling.
Security and audit records may be kept for shorter or longer periods depending on necessity and legal requirements.

When data is no longer required, we will delete, anonymise, or securely destroy it. In some cases, we may keep information longer if necessary to establish, exercise, or defend legal claims.

7. How We Protect Your Information

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, unlawful use, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality duties, and administrative safeguards.

Although we take reasonable steps to protect information, no system can be guaranteed to be completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in accordance with applicable legal obligations.

8. Your Rights

As a data subject, you have a number of rights under the UK GDPR. These rights may apply in full or in part depending on the circumstances and any legal exceptions. You have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing, where applicable.
Data portability for information you have provided to us, where the legal conditions are met.
Withdraw consent at any time where processing is based on consent.
Complain to the Information Commissioner’s Office if you believe your data has been mishandled.

We may need to verify your identity before responding to a rights request. We will respond within the time limits required by law and provide a clear explanation if a request cannot be fully met.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household service and provided by an adult with authority to do so. If we become aware that we have collected data from a child without appropriate authorisation, we will take steps to delete it where required.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data processing practices. Any updated version will apply from the date it is published or otherwise communicated to you. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

Summary of our approach: we collect only necessary personal data, use it lawfully, keep it secure, share it only with trusted processors or where required by law, retain it for appropriate periods, and respect your data protection rights.