Privacy Policy - Man And Van Rotherhithe

This Privacy Policy explains how Man And Van Rotherhithe collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Rotherhithe customers in the area, including individuals, households, landlords, tenants, and business clients who use our removals, delivery, loading, unloading, packing, storage-related, and associated services. We are committed to processing personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, requesting a quotation, making a booking, or communicating with us, you acknowledge that your personal data may be handled as described in this policy. We only collect information that is necessary for providing our services, managing our business, and meeting legal and operational requirements.

1. Information We Collect

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

Identity details such as your name and, where relevant, the name of a company, landlord, or household representative.
Contact details including address, email address, and telephone number.
Booking and service details such as moving dates, collection and delivery addresses, inventory notes, property access information, and service preferences.
Payment and billing information such as transaction records, invoice details, and payment status. We do not keep more payment data than necessary for financial administration.
Communication records including emails, messages, call notes, and any other correspondence relating to enquiries, quotations, bookings, complaints, or claims.
Operational information such as instructions for handling items, parking or access arrangements, and special requirements needed to complete a move safely.
Technical data if you interact with us through digital systems, such as basic device or usage information where this is necessary for security, performance, or record-keeping.

We do not intentionally collect special category data unless it is voluntarily provided and necessary for a specific purpose, such as accessibility requirements. Where such data is involved, we will apply additional safeguards.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and arrange moving services.
To manage bookings, schedules, and service delivery.
To communicate with customers about arrangements, updates, delays, or changes.
To process payments, issue invoices, and maintain financial records.
To comply with legal obligations, including tax, accounting, and insurance requirements.
To handle customer enquiries, feedback, disputes, and claims.
To improve our operations, training, service quality, and customer experience.
To protect our business, staff, customers, and property from fraud, misuse, or safety risks.

We only use personal data for purposes that are compatible with the original reason for collection, unless we have a lawful basis to use it differently.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the context, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotations, bookings, move planning, service delivery, and related communications.

Legal Obligation

We may process data where required to meet legal responsibilities, such as tax compliance, accounting obligations, record retention, or responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This can include service management, fraud prevention, internal administration, customer support, and quality improvement.

Consent

In limited situations, we may rely on your consent, for example for optional communications or where you provide specific information that is not required for the service. If we rely on consent, you can withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with carefully selected third parties, known as processors or service providers, who help us operate our business. These may include:

Accounting and bookkeeping providers for financial administration and tax compliance.
Payment service providers for handling transactions securely.
IT and cloud service providers for storage, email, record management, and system security.
Insurance providers and claims handlers where required to manage incidents or claims.
Professional advisers such as legal or tax advisers where necessary.
Subcontracted service partners only where needed to fulfil a booking or complete a service.

We require processors to act only on our instructions, to keep data secure, and to process it in compliance with data protection law. We do not sell personal data. We do not share personal data for unrelated marketing by third parties.

5. International Transfers

Some service providers may store or process data outside the United Kingdom. Where this happens, we take appropriate steps to ensure that personal data receives a level of protection consistent with UK data protection law, using approved safeguards where necessary.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected and to meet any legal, accounting, insurance, or operational requirements. Retention periods depend on the type of information and the reason for processing.

Quotation and booking records are generally retained for a reasonable period to manage service history and business administration.
Invoice and payment records are retained for the period required by tax and accounting law.
Communication and complaint records may be retained to resolve disputes, support customer service, and maintain accurate records.
Claims and incident records are retained for as long as necessary to handle the matter and any associated legal obligations.

When data is no longer needed, we will delete it or anonymise it securely. If deletion is not immediately possible due to backup systems or legal holds, the data will remain protected and inaccessible for routine use until it can be removed.

7. Data Security

We use 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, staff confidentiality obligations, and regular review of our procedures. While no system can be guaranteed completely secure, we take data protection seriously and work to minimise risks.

8. Your Rights

Under UK data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – in some cases, you can request deletion of your data.
Right to restriction – you can request that we limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests, and in some cases to direct marketing.
Right to data portability – where applicable, you can ask for certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

To exercise your rights, you may make a request using the appropriate communication channel provided at the time of service. We may need to verify your identity before responding. We aim to respond within the timescales set by law.

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 service requested by a parent, guardian, or responsible adult. If we become aware that we have collected data from a child without appropriate authority, we will take reasonable steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how their personal data is handled.

11. Complaints and Further Information

If you have concerns about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority in the UK. We encourage you to raise any concerns with us first so that we can review and address the matter promptly and fairly.

Man And Van Rotherhithe is committed to respecting privacy and protecting personal data. We process information only where there is a valid reason to do so, retain it only as long as necessary, and apply safeguards designed to protect the rights and freedoms of every customer in the area.