Privacy Policy - Man And Van Wallington

This Privacy Policy explains how Man And Van Wallington collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Wallington customers in the area, including anyone who requests, books, pays for, or receives moving, delivery, transport, packing, or related services. We are committed to handling personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We respect your privacy and aim to be transparent about the personal information we process. This policy should be read carefully so you understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Personal Data We Collect

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

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as your address, email address, and telephone number.
Service information including pickup and delivery addresses, property access details, moving dates, item lists, inventory notes, and service instructions.
Payment and billing information such as invoice details, payment status, and transaction records. We do not store full payment card details unless this is required through a secure third-party payment provider.
Communication records such as emails, call notes, messages, quotes, complaints, and service feedback.
Technical data if you interact with our digital systems, such as IP address, device information, browser type, and basic usage data.
Special instructions that may be necessary for a move or delivery, such as access arrangements, fragile items, or specific handling requirements.

We generally do not collect sensitive personal data unless it is necessary and you choose to share it with us. If such information is provided, we will only process it where a lawful basis exists and additional safeguards are in place.

2. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes, arrange bookings, and deliver moving or transport services.
To communicate with you about your booking, service requirements, or changes to arrangements.
To prepare invoices, process payments, and maintain financial records.
To manage customer support, complaints, and follow-up queries.
To maintain internal records, monitor quality, and improve our services.
To comply with legal and regulatory requirements.
To protect our business, customers, staff, and property, including preventing fraud or misuse.

We do not use your personal data for purposes that are incompatible with the reasons it was collected, unless we are required or permitted to do so by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis before processing personal data. The lawful bases we rely on may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging your move, confirming service details, carrying out the work, and handling billing or service-related communication.

Legal Obligation

We may process and retain certain data where required by law, including accounting, tax, record-keeping, or responding to lawful requests from authorities.

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. This may include managing customer relations, improving services, preventing fraud, and maintaining business records. When we rely on legitimate interests, we assess the impact on your privacy and apply safeguards where needed.

Consent

In limited cases, we may rely on your consent, for example where you agree to receive certain optional communications or where specific information is shared voluntarily. When consent is used, you can withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors or independent controllers depending on the service they provide. We only share the minimum information necessary and require appropriate safeguards.

Payment processors that handle secure payment transactions.
Accounting or bookkeeping providers that help maintain financial records and tax compliance.
IT and cloud service providers that host data, store records, or support communication systems.
Administrative support providers that assist with scheduling, document management, or customer service.
Professional advisers such as lawyers, insurers, or auditors where necessary for legal, financial, or business purposes.

We may also disclose data if required by law, court order, or legitimate request from law enforcement or regulatory bodies. We do not sell your personal data.

Where processors are used, they are expected to process data only on our instructions, keep it secure, and comply with applicable data protection obligations.

5. International Transfers

If any processor stores or accesses data outside the UK, we will take steps to ensure that appropriate safeguards are in place. These may include approved contractual protections or other lawful transfer mechanisms designed to protect your information to a standard consistent with UK data protection law.

6. Data Retention

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

Customer and booking records are generally kept for the duration of the service relationship and for a reasonable period afterward.
Financial and invoicing records are retained for the period required by tax and accounting law.
Communication records are kept as long as needed to manage enquiries, disputes, and service history.
Security and technical logs are retained only for as long as necessary for operational and security purposes.

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

7. Your Rights

Under data protection law, you have several rights regarding your personal data. Subject to certain conditions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in some circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data you provided to us, where applicable.
Withdraw consent where processing is based on consent.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully. We encourage you to contact us first so we can try to resolve any issue quickly and fairly.

8. Data Security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and careful management of third-party processors. While no system is completely secure, we work to maintain a level of protection appropriate to the risks involved.

9. Data Accuracy

We aim to keep the information we hold accurate and up to date. If your details change, or if you notice that any information we hold is incorrect, please let us know so we can update our records where appropriate. Accurate information helps us provide services safely and efficiently.

10. Changes to This Privacy Policy

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

11. Summary of Our Commitment

Man And Van Wallington is committed to processing personal data lawfully, fairly, and transparently. We collect only what is necessary, use it for clear purposes, keep it for appropriate periods, and share it only with trusted processors or where the law requires it. This policy applies to all customers in the Wallington area who use or enquire about our services. By respecting your rights and maintaining careful data practices, we aim to protect your privacy at every stage of our service.