Privacy Policy - Man With Van Surbiton

This Privacy Policy explains how Man With Van Surbiton collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Surbiton customers in the area, including prospective customers, current customers, and anyone who enquires about our services. We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Surbiton provides moving and transport services to customers in Surbiton and surrounding areas. For the purposes of data protection law, we are the data controller for the personal data described in this policy, meaning we decide how and why your information is processed.

2. Personal Data We Collect

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

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as telephone number, email address, and service address.
Booking information such as dates, times, collection and delivery locations, item descriptions, access details, and service preferences.
Billing and payment information such as payment status, invoice details, and transaction records. We do not store full card details unless strictly necessary and permitted by the payment process used.
Communication records including emails, messages, call notes, and any information you provide when making an enquiry or complaint.
Service-related data such as instructions for handling goods, parking access notes, inventory lists, and photographs supplied for quotation or service purposes.
Technical data if you interact with us digitally, such as basic device or usage information collected through standard website or communication tools, where applicable.

We do not intentionally collect special category data unless it is clearly provided by you and is necessary for a specific service, for example where access requirements or health-related assistance are essential to the moving job. Where such data is processed, we do so with appropriate safeguards and only when lawful to do so.

3. How We Use Your Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, confirm, and deliver moving and transport services.
To communicate about bookings, changes, delays, and service updates.
To process payments, issue invoices, and maintain business records.
To handle complaints, claims, or service issues.
To meet legal, accounting, and regulatory obligations.
To protect our business, staff, customers, and property from fraud or misuse.

We only process data in ways that are compatible with the original reason it was collected, unless we have a lawful basis to use it for another purpose.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, we rely 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 taking bookings, arranging the move, providing quotations requested by you, and carrying out agreed services.

Legal Obligation

We may process your data to comply with legal duties, such as tax, accounting, record-keeping, insurance, and regulatory requirements.

Legitimate Interests

We may process your data where it is necessary for our legitimate interests and where those interests are not overridden by your rights. This may include managing our operations, improving customer service, defending legal claims, preventing fraud, and keeping appropriate business records.

Consent

In limited circumstances, we may rely on your consent, for example where you voluntarily provide optional information or agree to certain communications. Where consent is used, you can withdraw it at any time.

5. How We Share Personal Data

We do not sell your personal data. We may share information only where necessary and proportionate, including with the following categories of recipients:

Service processors who support our operations, such as payment processors, bookkeeping providers, communication tools, and IT support providers.
Professional advisers such as accountants, insurers, and legal advisers.
Third parties involved in the service where needed to complete the job, such as property managers, building access staff, or subcontracted drivers acting under our instructions.
Public authorities where disclosure is required by law or is necessary for legal claims, safety, or compliance purposes.

Where we use third-party processors, they are required to handle personal data only on our instructions, keep it secure, and comply with data protection law. We take reasonable steps to ensure any processor has appropriate safeguards in place.

6. International Transfers

In general, we aim to keep personal data within the UK or within jurisdictions that provide adequate data protection. If a transfer outside the UK is necessary, we will take appropriate measures to ensure that your information remains protected in line with applicable data protection requirements.

7. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods may vary depending on the type of data and the purpose of processing.

Enquiry records are generally retained for a limited period after the enquiry ends, unless they lead to a booking or dispute.
Booking and service records are retained for the period required to manage the customer relationship, resolve claims, and meet business obligations.
Financial records are retained for the period required by tax and accounting law.
Complaint or claim records may be kept longer where needed to establish, exercise, or defend legal rights.

When data is no longer needed, we will securely delete or anonymise it. If deletion is not immediately possible, we will ensure it is stored securely and accessed only when necessary.

8. Data Security

We use reasonable technical and organisational measures to protect personal data from unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, and careful handling of paper and electronic records. While no system is completely secure, we work to reduce risks and maintain appropriate safeguards.

9. Your 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 restrict processing – to ask us to limit how we use your data in certain cases.
Right to data portability – to receive some data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
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 or operational limitations. We will assess each request in line with applicable law and respond within the required time frame.

10. Marketing Communications

We only send marketing communications where permitted by law. If you receive such communications, you may opt out at any time. We will respect your preferences and stop sending promotional messages when required to do so.

11. Children’s Data

Our services are intended for adults and business customers arranging moving or transport services. We do not knowingly collect personal data from children except where it is incidentally provided as part of a service arrangement and only when necessary and lawful.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or operational needs. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically.

13. Summary of Our Commitment

Man With Van Surbiton is committed to processing personal data fairly, lawfully, and transparently. We collect only the information needed to provide services, use it for clear and legitimate purposes, keep it no longer than necessary, and apply appropriate safeguards when using processors or sharing data. This policy applies to all Man With Van Surbiton customers in the area and is designed to support your rights and protect your privacy.