Privacy Policy - Man With A Van Clapham

This Privacy Policy explains how Man With A Van Clapham collects, uses, stores, shares, and protects personal data. It applies to all customers of Man With A Van Clapham in the Clapham area and to anyone who contacts us, requests a quotation, books a service, or uses our moving and van services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Privacy matters because moving services often involve addresses, access details, payment information, and other information that can identify an individual. This policy explains what we do with that information and what rights you have.

1. Information We Collect

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

Identity information such as your name and, where relevant, business name.
Contact details such as your phone number and email address.
Service information such as pickup and delivery addresses, access instructions, moving dates, inventory details, and special handling requirements.
Payment and billing information such as payment confirmations and invoice details.
Communication records including emails, messages, notes from calls, and any feedback or complaints you send to us.
Operational information relating to bookings, quotations, job notes, and service history.
Technical information if you interact with our digital systems, including basic device or usage data used for security and service administration.

We generally collect personal data directly from you when you enquire about our services, request a quote, make a booking, or communicate with us. In some cases, we may also receive information from third parties such as property managers, estate agents, payment providers, or business customers who arrange a move on your behalf.

2. How We Use Your Information

We use personal data only where we have a lawful basis to do so. The main purposes for which we process your information are:

to provide quotations and respond to enquiries;
to manage bookings and deliver moving or van services;
to communicate with you about your service;
to process payments and handle billing;
to maintain internal records and service history;
to deal with complaints, disputes, or claims;
to improve our operations, planning, and customer service;
to meet legal and regulatory obligations;
to protect our business, staff, customers, and property from fraud, misuse, or other risks.

We will not use your information for purposes that are incompatible with the reasons it was originally collected unless we have a valid lawful basis and, where required, your consent.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Depending on the circumstance, we rely on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes managing quotations, confirming bookings, arranging collection and delivery, and carrying out the moving service you requested.

Legal Obligation

We may process and retain certain information where we are required to do so by law. This may include financial records, tax records, and other information needed to comply with accounting or regulatory duties.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. Examples include service administration, fraud prevention, dispute resolution, staff training, and maintaining accurate business records. We always consider whether processing is proportionate and necessary.

Consent

Where we rely on consent, we will ask for it clearly and separately. For example, if any optional marketing or non-essential communications are sent, they will only be issued where lawful and where appropriate consent or another valid legal basis exists. You may withdraw consent at any time where consent is the basis relied upon.

4. Sharing Your Personal Data

We only share personal data where necessary and with appropriate safeguards. This may include the following categories of recipients:

Service providers and processors who support our business operations.
Payment providers that help process transactions securely.
Accountants, auditors, or professional advisers where needed for legal, financial, or business administration purposes.
Insurers, claims handlers, or legal advisers in the event of a complaint, incident, or claim.
Public authorities where disclosure is required by law or necessary to protect rights, safety, or property.

We require third parties that handle personal data on our behalf to process it only under our instructions, to keep it secure, and to comply with applicable data protection law.

5. Processors We Use

Where third-party organisations process personal data on our behalf, they act as processors. Typical processor categories may include:

booking and customer management systems;
communication and email service providers;
accounting and invoicing software providers;
cloud storage and data hosting providers;
payment processing services;
IT support and security service providers.

We select processors carefully and expect them to apply appropriate technical and organisational measures to protect data. Processors are not permitted to use your personal information for their own independent purposes.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods vary depending on the type of information and the context in which it was collected.

Quotation and booking records are generally retained for a reasonable period to support customer service, business administration, and dispute handling.
Invoices and financial records are retained for the period required by tax and accounting laws.
Communication records may be retained for customer service, quality assurance, and evidence of instructions.
Complaint or claim-related records may be kept for longer where necessary to defend or establish legal rights.

When personal data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in a safe and appropriate manner.

7. Security of Personal Data

We take the security of personal data seriously and use reasonable measures to protect it from unauthorised access, loss, disclosure, alteration, or destruction. Such measures may include access controls, secure storage, limited staff access, and procedural safeguards.

However, no method of transmission or storage is completely secure. While we work to protect your information, we cannot guarantee absolute security.

8. Your Data Protection Rights

Under data protection law, you may have the following rights in relation to 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 data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests in certain circumstances.
Right to data portability – to receive some information in a commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exceptions or limitations. If you make a request, we may need to verify your identity before responding.

9. International Transfers

In some cases, your information may be stored or processed using service providers located outside the UK. Where this happens, we will ensure appropriate safeguards are in place to protect your personal data and to comply with applicable legal requirements.

10. Children’s Data

Our services are intended for adults and business customers arranging removals or van services. We do not knowingly collect personal data from children unless it is incidentally included in service arrangements and necessary for the moving job. If we become aware that we have collected personal data from a child without a valid reason, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

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

12. How to Exercise Your Rights

If you wish to exercise any of your rights or have questions about how we handle personal data, you may contact us using the relevant service channels already provided to you. We will respond in accordance with applicable data protection law and within the timeframes required by law.

This Privacy Policy applies to all Man With A Van Clapham customers in the area. By using our services, making an enquiry, or providing us with your information, you acknowledge that you have read and understood this policy.

We are committed to respecting your privacy and protecting your personal information at every stage of the service.