Privacy Policy - Man And Van Coulsdon

This Privacy Policy explains how Man And Van Coulsdon collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Coulsdon customers in the area, including individuals who request quotes, book services, communicate with us, or otherwise use our moving, delivery, or van services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Coulsdon provides local transport, moving, and related logistical services. For the purposes of data protection law, we act as the data controller for the personal information we collect and use in connection with our services. This means we decide how and why personal data is processed.

We take privacy seriously and aim to process only the data that is necessary to provide services, manage bookings, communicate with customers, and meet our legal obligations. We also expect any third parties we work with to respect data protection standards.

2. Personal Data We Collect

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

Identity information such as name and, where relevant, business or company name.
Contact details such as address, email address, and telephone number.
Booking and service information such as collection and delivery locations, moving dates, item descriptions, access details, and service preferences.
Payment and transaction details such as payment status, invoicing records, and related accounting information.
Communication records including messages, call notes, and any correspondence related to quotes, bookings, or complaints.
Technical information where applicable, such as basic device or usage data if you interact with us electronically.
Special category data only if you choose to provide it and only where necessary, for example in relation to accessibility requirements or specific delivery instructions that may reveal sensitive information. We will process such data with extra care and only where a lawful condition applies.

We do not intentionally collect more personal data than is needed to provide our services. If you provide information about another person, you should ensure you have permission to do so.

3. How We Use Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to manage bookings and carry out moving or van services;
to communicate about service updates, scheduling, access arrangements, and changes;
to issue invoices, process payments, and manage accounts;
to handle complaints, claims, and customer support requests;
to maintain business records and improve service quality;
to comply with legal, tax, and regulatory obligations;
to protect our business, staff, and customers from fraud, misuse, or security incidents.

We only use personal data in ways that are compatible with the original purpose for which it was collected, unless we have a lawful basis to do otherwise.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under UK GDPR. Depending on the circumstances, our lawful bases include:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes arranging quotes, confirming bookings, carrying out services, and managing payments.

Legal Obligation

We may process data where we are required to do so by law, such as for tax, accounting, record-keeping, insurance, or regulatory compliance.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving our services, managing business operations, protecting against fraud, and maintaining records of customer interactions.

Consent

In limited situations, we may rely on your consent, for example where specific optional information is provided or where consent is required by law. Where we rely on consent, you may withdraw it at any time.

When special category data is involved, we will only process it where an additional condition under data protection law applies and where such processing is necessary and proportionate.

5. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide services, meet legal obligations, resolve disputes, and enforce agreements. Retention periods may vary depending on the type of data and the reason for processing.

In general:

booking and customer service records are retained for a reasonable period to manage service history and resolve queries;
financial and accounting records are retained for the period required by law;
correspondence and complaint records may be retained where needed for evidence, dispute handling, or service improvement;
data that is no longer required is securely deleted or anonymised.

We apply data minimisation principles and regularly review our records to ensure we do not keep information for longer than necessary.

6. Processors and Third Parties

We may share personal data with trusted third-party service providers, also known as processors, who help us run our business. These may include:

payment service providers;
accountants or bookkeeping services;
IT, hosting, or data storage providers;
communication tools used for booking or customer management;
insurance providers or claims handlers;
professional advisers, including legal advisers, where necessary.

Processors are only allowed to use personal data on our instructions and must protect it using appropriate security measures. They are not permitted to use the data for their own purposes.

We may also share information with public authorities, regulators, law enforcement, or courts where we are required to do so by law or where it is necessary to protect our legal rights.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness procedures.

While no system can be guaranteed to be completely secure, we work to maintain a level of security appropriate to the nature of the data and the risks involved. In the event of a personal data breach, we will follow our legal obligations, including notifying relevant authorities and affected individuals where required.

8. International Transfers

Where any service provider stores or processes data outside the United Kingdom, we will ensure appropriate safeguards are in place to protect your personal data. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protective measures recognised under data protection law.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These include:

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 – you can request deletion of your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain cases.
Right to data portability – you may request certain data in a structured, commonly used format where applicable.
Right to object – you can object to processing based on legitimate interests, and in some cases to direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO) if you are unhappy with how your personal data is handled. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a booking or delivery arrangement and only where appropriate legal grounds exist. If we become aware that we have collected data from a child without proper authority, we will take steps to delete it.

11. Automated Decision-Making

We do not use personal data for automated decision-making that produces legal or similarly significant effects on individuals. If this changes in the future, we will update this policy and provide relevant information about your rights.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. 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 personal data is protected.

13. Our Commitment to Privacy

At Man And Van Coulsdon, we believe privacy is an essential part of providing a reliable and professional service. We process personal data only when necessary, keep it secure, and respect the rights of every customer. All customers in the area are covered by this policy, and we will continue to handle information responsibly, transparently, and in line with applicable law.

Last reviewed: This policy should be read as a general statement of our data protection practices and may be updated to ensure continued compliance.