Man and Van Dulwich Privacy Policy

This Privacy Policy explains how Man and Van Dulwich collects, uses, stores and protects personal data about customers and prospective customers in our service area. It also explains your rights under the UK General Data Protection Regulation and associated data protection laws. This policy applies to all Man and Van Dulwich customers and enquirers in the local area, whether you contact us online, by phone or in person.

Who we are

Man and Van Dulwich is a local removals and transport service provider. For the purposes of data protection laws, we are the data controller for the personal data we collect and process about you in connection with our services.

Personal data we collect

We only collect personal data that is relevant to providing and managing our services. Depending on how you interact with us, we may collect the following categories of information:

Identification and contact details such as your name, address, collection and delivery addresses, and other contact details you choose to provide.

Booking and service information such as dates and times of moves, type and size of property, access information, inventory details for the move, and any instructions or notes you provide.

Communication records such as messages or correspondence you send to us, and notes of conversations relating to bookings, quotes, issues or complaints.

Payment and transaction information such as amounts charged, payment method type, and basic billing information. We do not store full payment card details when third party payment providers are used.

Website and technical data such as basic usage information, device information and technical logs that may be generated when you access our website, to help us maintain and improve the service.

If you provide personal data relating to another person such as a joint tenant, landlord or contact at a property, you should ensure that they are aware of this Privacy Policy.

How we collect your personal data

We collect personal data directly from you when you contact us for a quote, make a booking, request information, provide feedback or otherwise communicate with us about our services.

We may also receive personal data indirectly from third parties, for example if a letting agent, landlord, friend or family member books our services on your behalf and provides your details for the booking.

Limited technical and usage data may be collected automatically when you visit our website, for example via server logs or similar technologies, to help keep our services secure and functional.

Lawful bases for processing

We rely on the following lawful bases under data protection law for processing your personal data:

Contract. We process your personal data where it is necessary to enter into and perform a contract with you, such as providing quotes, confirming bookings, delivering moving services and handling payments.

Legal obligation. We may process certain information where this is required to comply with legal obligations, such as tax, accounting or regulatory requirements.

Legitimate interests. We may process your personal data where it is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This may include managing and improving our services, handling enquiries and complaints, maintaining records, and protecting our business and customers from fraud or misuse.

Consent. In limited situations we may rely on your consent, for example where required for certain types of marketing. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided in this policy.

How we use your personal data

We use your personal data for the following purposes:

To provide quotes and bookings for our services, including assessing your requirements and communicating with you about your enquiry.

To perform and manage your move, including planning routes, allocating vehicles and staff, and ensuring access to the collection and delivery addresses.

To communicate with you about your booking, including confirmations, changes, updates, service messages and follow up after the service.

To process payments, manage invoices and maintain business and financial records.

To respond to questions, feedback, complaints and disputes, and to provide customer support.

To improve and develop our services, including monitoring performance, reviewing service quality and analysing trends.

To maintain the security and integrity of our systems, data and services, and to prevent or detect fraud or misuse.

To comply with legal and regulatory obligations, and to establish, exercise or defend legal claims.

Data sharing and processors

We do not sell your personal data. We only share it where necessary for the purposes set out in this policy, and we require all recipients to handle it securely and lawfully.

We may share your personal data with the following categories of recipients:

Service providers and data processors who perform services on our behalf, such as payment processors, booking and scheduling tools, cloud storage providers, IT support and other professional service providers. These third parties are only permitted to process your personal data in accordance with our instructions and for the purposes specified in a written agreement.

Professional advisers, such as accountants or legal advisers, to the extent necessary for the provision of their services to us.

Authorities, regulators, law enforcement or courts where we are legally required to do so, or where this is necessary to establish, exercise or defend legal claims or protect the rights, property or safety of our customers, staff or others.

In the event of a business sale, merger or reorganisation, we may transfer relevant personal data to third parties involved in the transaction, subject to appropriate safeguards.

If we transfer personal data outside the United Kingdom or European Economic Area, we will take appropriate steps to ensure that it is protected with a level of protection equivalent to that required under data protection law, such as using standard contractual clauses where appropriate.

Data retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including for the purpose of satisfying any legal, accounting or reporting requirements.

In general, we retain customer and booking records for a period that allows us to manage our relationship with you, handle any queries or disputes, and comply with our legal obligations. This may include retaining basic information about your booking and transaction for several years to meet tax and accounting requirements.

Where we no longer need personal data, we will securely delete or anonymise it. In deciding how long to retain data, we consider the amount, nature and sensitivity of the data, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process it, whether we can achieve those purposes through other means, and applicable legal requirements.

Your data protection rights

Under data protection laws, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and legal exemptions. You have the following rights:

Right of access. You have the right to request confirmation of whether we process personal data about you and, if so, to request a copy of that data along with certain information about how we process it.

Right to rectification. You have the right to request that we correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you have the right to request that we delete or remove your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other legal basis for processing.

Right to restriction. You have the right to request that we restrict the processing of your personal data in certain circumstances, for example while we verify its accuracy or consider an objection you have raised.

Right to object. You have the right to object to our processing of your personal data where we are relying on legitimate interests as our lawful basis. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or unless the processing is required for legal claims.

Right to data portability. In certain circumstances, you have the right to receive personal data that you have provided to us in a structured, commonly used and machine readable format and to request that we transmit it to another controller where technically feasible.

Right to withdraw consent. Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before you withdraw your consent.

If you wish to exercise any of your rights, please contact us and provide enough information to identify you and your relationship with us. We may need to request additional information to verify your identity before we respond. We aim to respond to all valid requests within one month, or as required by law.

You also have the right to lodge a complaint with the UK data protection authority if you are concerned about how we handle your personal data. We would, however, appreciate the opportunity to address your concerns directly in the first instance.

Data security

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures are designed to provide a level of security appropriate to the risks associated with the data we process and may include access controls, secure storage, and regular review of our practices.

While we take reasonable steps to protect your personal data, no system can be guaranteed to be completely secure. You are responsible for keeping your own devices and communication methods secure when interacting with us.

Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. Any updated version will be made available by us, and the updated policy will apply from the date it is published. We encourage you to review this policy periodically to stay informed about how we protect your personal data.