Privacy Policy - Man And A Van Catford

This Privacy Policy explains how Man And A Van Catford collects, uses, stores, shares, and protects personal data when providing removals, transport, and related services. It applies to all Man And A Van Catford customers in the area, including prospective customers, current customers, and people who have previously used our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, requesting a quote, or communicating with us about a booking, you acknowledge that your personal data may be processed as described in this Privacy Policy.

1. Personal Data We Collect

We only collect personal data that is necessary for business, operational, legal, and customer service purposes. Depending on the nature of your enquiry or booking, the information we collect may include:

Identity details such as your name and title.
Contact details such as address, telephone number, and email address.
Service information including collection and delivery addresses, property access details, moving requirements, and preferred dates and times.
Billing and payment details necessary to process invoices, payments, refunds, or account reconciliation.
Communication records such as emails, messages, notes from calls, and service instructions.
Transaction details relating to quotes, bookings, completed services, complaints, and resolutions.
Technical information may also be collected when you interact with us through digital systems, such as device information, IP address, and usage logs, where relevant for security or system administration.

We generally do not seek to collect special category data. However, if you choose to provide such information to assist with a service request, we will only process it where there is a lawful basis and appropriate safeguards in place.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and respond to enquiries.
To manage bookings, plan moves, and deliver services efficiently.
To communicate with you about your service, changes, or updates.
To issue invoices, process payments, and maintain financial records.
To handle complaints, claims, and customer support requests.
To maintain business records and comply with legal obligations.
To prevent fraud, misuse, and security incidents.
To improve service quality, operational performance, and customer experience.

We will only use your data for purposes that are compatible with the reasons it was originally collected, unless we have a lawful basis to do otherwise.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the situation, Man And A Van Catford may rely on one or more of the following lawful bases:

a) Performance of a Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations at your request, confirming bookings, completing removals, and managing payment for services.

b) Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include maintaining business records, improving services, handling customer enquiries, securing our systems, and defending legal claims. When relying on legitimate interests, we consider whether the processing is proportionate and expected in the context of the service.

c) Legal Obligation

Some processing is necessary to comply with legal requirements, such as tax, accounting, insurance, or record-keeping obligations.

d) Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide optional information that is not required to deliver the service. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to deliver our services, administer our business, or comply with legal obligations. These third parties act as processors or independent controllers depending on the circumstances.

Processors may include:

Payment service providers that handle card or electronic payments securely.
Accounting and bookkeeping providers that assist with financial administration.
IT and cloud service providers that store data, host systems, or support communications.
Scheduling, booking, or operational software providers that help manage our workload and customer records.
Professional advisers such as insurers, auditors, legal advisers, or consultants where needed.

Where we use processors, they are required to act only on our instructions, keep your data secure, and comply with applicable data protection laws. We do not sell personal data.

In some cases, we may also disclose personal data to public authorities, regulators, or law enforcement agencies where required by law or where necessary to protect our legal rights.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting obligations.

Retention periods depend on the type of information and the context in which it is used. For example:

Quotation and booking records may be kept for a reasonable period to manage future queries, disputes, or service history.
Invoice and payment records are typically retained for tax and accounting purposes in line with legal requirements.
Correspondence and complaint records may be retained for a period necessary to resolve issues and demonstrate compliance.

When data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe manner.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or alteration. These measures may include access controls, secure storage, staff confidentiality obligations, and the use of trusted systems with security safeguards. While no system can be guaranteed completely secure, we aim to maintain a level of protection appropriate to the nature of the data and the risks involved.

7. Your Rights

Under data protection law, you have certain rights in relation to your personal data. These rights may be subject to conditions and exemptions, but we will always respond appropriately and within the time limits required by law.

Your rights include:

Right of access - you may request confirmation of whether we process your personal data and obtain a copy of it.
Right to rectification - you may ask us to correct inaccurate or incomplete information.
Right to erasure - in certain circumstances, you may request deletion of your personal data.
Right to restriction - you may ask us to limit processing in specific situations.
Right to data portability - where applicable, you may request that your data be provided in a structured, commonly used format.
Right to object - you may object to processing based on legitimate interests, and in some cases to direct marketing where applicable.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will handle all requests in accordance with applicable law.

8. International Transfers

Where personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place to protect it in line with UK GDPR requirements. Such safeguards may include approved transfer mechanisms and contractual protections.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will take effect when published or otherwise communicated. We encourage customers to review it periodically so they remain informed about how their data is processed.

10. Fair and Transparent Processing

We aim to process personal data in a way that is fair, necessary, and proportionate. We only collect information relevant to the services we provide and we do not keep it longer than needed. Our approach is based on data minimisation, confidentiality, and responsible handling of customer information. Where possible, we use plain language so customers can clearly understand how their data is used.

11. Scope of This Policy

This Privacy Policy applies to the personal data of all customers of Man And A Van Catford in the Catford area and surrounding service locations where our business operates. It applies whether you contact us directly, request a quote, make a booking, receive a service, or interact with us in connection with a moving or transport arrangement.

By continuing to use our services, you confirm that you have read and understood this Privacy Policy and that you acknowledge the way your data may be processed for the purposes described above.