Man and a Van Catford Privacy Policy
This Privacy Policy explains how Man and a Van Catford collects, uses, stores and protects personal data for all customers and prospective customers within the Catford area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, requesting a quote or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.
Who this Privacy Policy applies to
This Privacy Policy applies to all Man and a Van Catford customers, former customers and people who make enquiries or bookings within the Catford area and surrounding neighbourhoods that we serve. It also applies to individuals who act on behalf of business customers, such as employees or contractors who arrange or oversee a move or delivery.
What personal data we collect
We collect only the personal data that we reasonably need to provide and manage our services. This may include:
Identification and contact details, such as your full name, address, service addresses for collection and delivery, and other contact details that you provide to arrange a booking or request information.
Booking and service information, such as the date and time of your move or delivery, access details for properties, descriptions of items to be moved, special instructions and reference numbers associated with your booking.
Communication records, including notes of telephone conversations, and the content of messages you send to us when you request quotes, make changes to bookings, provide feedback or submit complaints.
Payment and transaction details, such as the amount paid, payment method and transaction identifiers. We do not store full payment card details. Where electronic payment services are used, card details are processed by the relevant payment provider.
Technical and usage information, such as basic device and browser information and high level usage data generated when you visit our website or online pages. This may include information used for security, analytics and service improvement.
How we collect your personal data
We collect data directly from you when you contact us to request a quote, make a booking, ask a question, provide feedback or otherwise interact with us. This can be done by telephone, online forms, written correspondence or in person when our team attends your property.
We may also receive data from third parties where it is necessary for your booking, for example from comparison or referral services through which you have requested a quote, or from business partners who coordinate part of the service on your behalf.
Lawful bases for processing personal data
We rely on several lawful bases under the UK GDPR to process your personal data:
Contract: We process personal data that is necessary to provide our services, offer quotes, manage bookings, perform moves and deliveries, and handle billing, payments and customer support.
Legal obligation: We process data where needed to comply with legal, tax, accounting, insurance and regulatory requirements, including the maintenance of appropriate business records.
Legitimate interests: We process data to operate and improve our services, to maintain the security and integrity of our systems, to prevent and investigate fraud or misuse, and to manage our business relationships. When we rely on legitimate interests, we balance these against your rights and expectations.
Consent: In limited situations, we may ask for your consent, for example where required by law for certain types of marketing. Where we rely on consent, you may withdraw it at any time, and we will stop processing that data unless another lawful basis applies.
How we use your personal data
We use your personal data for the following purposes:
To provide our services, including handling enquiries, preparing and communicating quotes, confirming and managing bookings, planning routes, carrying out moves and deliveries and dealing with post service matters.
To communicate with you about your booking, including sending confirmations, updates, reminders, changes, service notices and important information related to safety or access.
To manage payments and accounts, including issuing invoices, confirming payment receipt, dealing with payment queries and maintaining financial records.
To provide customer service and support, including responding to questions, handling complaints, gathering feedback and resolving disputes.
To improve our services and operations, including reviewing performance, analysing service usage trends, training staff and enhancing our processes and customer experience.
To maintain safety and security for customers, staff and property, and to prevent, detect or investigate potential fraud, misuse or unlawful activity.
To meet legal, regulatory and insurance requirements and to cooperate with legitimate requests from authorities or regulators where we are legally required to do so.
Data sharing and data processors
We may share your personal data with carefully selected third parties where this is necessary for the purposes described above and where appropriate safeguards are in place.
Service providers and data processors: We may use third party companies to help us operate our business, such as payment processing providers, secure data storage or customer management systems, accounting or administrative services, and information technology support. These organisations act as data processors and only process your data on our documented instructions. They are not allowed to use your data for their own independent purposes.
Operational partners: In some cases, we may work with trusted partners who help deliver part of the service, for example where additional vehicles or personnel are needed to complete your move or delivery. In these cases, only the information necessary to carry out the service is shared.
Professional advisers and authorities: We may share data with professional advisers such as accountants, auditors, legal representatives or insurers where required for legitimate business, legal or insurance reasons. We may also disclose data where required to comply with legal obligations, court orders or lawful requests from public authorities.
We do not sell your personal data to third parties.
International data transfers
Our primary operations and data storage are based in the United Kingdom. If we ever need to transfer personal data outside the United Kingdom or the European Economic Area, we will ensure that adequate safeguards are in place, such as standard contractual clauses or equivalent protection required by data protection law.
How long we keep your personal data
We keep your personal data only for as long as is reasonably necessary for the purposes described in this Privacy Policy. Retention periods may vary depending on the type of data and our legal and operational needs.
In general, we retain customer and booking records for a period that allows us to manage ongoing relationships, respond to queries or complaints, meet our tax, accounting and legal obligations and demonstrate that we have provided our services appropriately. After the relevant retention period has passed, personal data will be securely deleted or anonymised so that it can no longer be linked to an identifiable individual.
How we protect your personal data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration or disclosure. These measures include limiting access to personal data to staff and service providers who genuinely need it, using secure systems for storing and transmitting data where appropriate, and providing training to our personnel on data protection responsibilities.
Your data protection rights
Under the UK GDPR, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions.
Right of access: You have the right to request confirmation of whether we process your personal data and to receive a copy of that data, along with certain information about how it is used.
Right to rectification: You have the right to request that any inaccurate or incomplete personal data we hold about you is corrected or updated.
Right to erasure: In certain circumstances, you may request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected, or if you withdraw consent where consent was the only lawful basis.
Right to restriction of processing: You may have the right to request that we restrict the processing of your data in certain situations, such as while we verify its accuracy or assess an objection you have raised.
Right to object: You have the right to object to certain types of processing based on legitimate interests, on grounds relating to your particular situation. We will then stop processing unless we can demonstrate compelling legitimate grounds or the processing is required for legal claims.
Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine readable format and to request that it is transmitted to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent to process personal data, you can withdraw your consent at any time. This will not affect the lawfulness of any processing carried out before consent was withdrawn.
How to exercise your rights or raise concerns
If you wish to exercise any of your data protection rights or have questions or concerns about how we handle your personal data, you can contact us using the usual contact methods you use for Man and a Van Catford bookings or enquiries. We will respond to your request in line with applicable data protection laws and may need to verify your identity before we act on your request.
You also have the right to lodge a complaint with the UK data protection authority, currently the Information Commissioners Office, if you are unhappy with how we handle your personal data. We encourage you to contact us first so that we can try to address your concerns directly.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any significant changes will be communicated where appropriate. The most current version of the Privacy Policy will apply to your interactions with Man and a Van Catford and to all customers in the Catford area at the time of use.
