Privacy Policy - Man And Van Coulsdon

This Privacy Policy explains how Man And Van Coulsdon collects, uses, stores, shares, and protects personal data when providing moving, removals, packing, loading, transportation, and related services. It applies to all Man And Van Coulsdon customers in area, including individuals, households, tenants, landlords, homeowners, students, and business clients who request or receive our services. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Coulsdon is a service provider that arranges and carries out local and regional moving services. In many cases, we act as a data controller for the personal data collected during the course of service enquiries, quotations, bookings, communications, payments, and complaint handling. Where we use third parties to process data on our behalf, they act as data processors or independent controllers depending on the circumstances.

2. Personal Data We Collect

We only collect data that is necessary for the purposes of providing and managing our services. The categories of personal data we may collect include:

• Identity data: name, title, and where relevant business or organisation name.
• Contact data: address, email address, telephone number, and service location details.
• Service data: details about the items to be moved, property access information, parking arrangements, inventory lists, and special handling requirements.
• Booking and transaction data: quotation requests, booking confirmations, invoices, payment records, and service history.
• Communication data: emails, messages, notes of phone calls, and customer feedback.
• Technical data: limited information such as IP address or device details if you interact with our digital systems or online forms.
• Special category data: we do not intend to collect special category data. However, such information may be incidentally disclosed to us where it is necessary for the service, for example health or access needs. If this occurs, we will process it only where a lawful basis applies and where additional safeguards are in place.

We do not knowingly collect data from children unless it is necessary in connection with a booking made by a parent, guardian, or responsible adult.

3. How We Collect Data

We collect personal data directly from you when you request a quotation, make a booking, communicate with us, or provide instructions before or during a move. We may also receive data from third parties where necessary to deliver the service, such as letting agents, landlords, estate agents, business representatives, or payment providers. In addition, some information may be generated during the course of the service, such as job records or operational notes.

4. Purposes of Processing

We process personal data for the following purposes:

• to provide quotations and manage bookings;
• to plan, carry out, and complete moving services;
• to communicate with customers about service arrangements or changes;
• to issue invoices, process payments, and keep accounting records;
• to respond to questions, complaints, and claims;
• to maintain operational, legal, and insurance records;
• to improve service quality, training, and business efficiency;
• to detect and prevent fraud, misuse, or security incidents;
• to comply with legal obligations and lawful requests from authorities.

5. Lawful Basis for Processing

We will only process personal data where we have a lawful basis under the UK GDPR. Depending on the situation, we may rely on one or more of the following:

Contract

We process data where it is necessary to take steps at your request before entering into a contract, or to perform the contract once agreed. This includes arranging your move, delivering the service, and managing payments.

Legal Obligation

We may process data where it is necessary to comply with legal or regulatory obligations, including tax, accounting, record-keeping, and responses to lawful requests.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This can include service administration, internal record-keeping, fraud prevention, customer support, and business improvement. We always consider the balance between our interests and your privacy rights.

Consent

In limited cases, we may rely on your consent, for example for certain forms of optional communication or where specific sensitive information is voluntarily shared and consent is the most appropriate basis. Where we rely on consent, you may withdraw it at any time.

6. Data Sharing and Processors

We may share personal data with trusted third parties only where necessary for the purposes set out in this Policy. These may include:

• Payment providers for handling card or electronic payments;
• Accounting and bookkeeping providers for financial administration;
• IT, cloud storage, and communications providers who support our business systems;
• Insurance providers, brokers, or claims handlers where a claim, incident, or dispute must be managed;
• Professional advisers such as lawyers, accountants, or consultants;
• Public authorities where required by law or to protect rights, property, or safety.

Where a third party processes data on our behalf, we require them to act under a written agreement and to maintain appropriate confidentiality, security, and data protection standards. Processors are only permitted to use the data for our instructions and for no other purpose.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. The retention period depends on the type of data and the reason for processing. For example, booking and invoice records may be retained for several years to satisfy tax and financial obligations, while enquiry data that does not lead to a booking may be kept for a shorter period. When data is no longer required, it will be securely deleted, anonymised, or destroyed.

We review retention regularly to ensure we are not keeping personal data for longer than needed.

8. International Transfers

If any service provider stores or processes data outside the United Kingdom, we will ensure that suitable safeguards are in place. This may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under data protection law.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include restricted access, secure storage, staff confidentiality obligations, password protection, and routine review of systems and procedures. While no system can be completely secure, we take reasonable and proportionate steps to reduce risk.

10. 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 data;
• Right to erasure: to request deletion of data in certain circumstances;
• Right to restriction: to ask us to limit processing in certain situations;
• Right to object: to object to processing based on legitimate interests or direct marketing;
• Right to data portability: to receive certain data in a structured, commonly used format;
• 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 conditions. If you make a request, we may need to verify your identity before responding.

11. Automated Decision-Making

We do not use personal data for fully automated decision-making that produces legal or similarly significant effects on customers. If this changes, we will update this Policy and explain the relevant safeguards.

12. Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, you should contact us using the appropriate service channels so that we can review the matter. You also have the right to raise a complaint with the UK data protection supervisory authority if you believe your data protection rights have been breached.

13. 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 handling practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this Policy periodically.

14. Statement of Application

This Privacy Policy applies to all Man And Van Coulsdon customers in area and covers personal data processed in connection with enquiries, bookings, deliveries, removals, storage-related arrangements, and all related service activities. By using our services or providing your information to us, you acknowledge that your data will be handled in accordance with this Policy and with applicable data protection laws.

In summary: we collect only the data we need, use it for clear and lawful purposes, keep it only for as long as necessary, share it carefully with appropriate processors, and respect your rights as a data subject.