Privacy Policy - Man And Van Lambeth

This Privacy Policy explains how Man And Van Lambeth collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Lambeth customers in the area, including individuals who request quotes, book services, communicate with us, or otherwise use our moving, delivery, and related transport 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. This policy is intended to help you understand what information we process, why we process it, and what rights you have.

1. Personal Data We Collect

We may collect and process the following categories of personal data depending on how you interact with us:

Identity data such as your name and title.
Contact data such as your address, email address, and phone number.
Service and booking data such as move date, collection and delivery locations, property access details, item lists, and any special instructions.
Billing and payment data such as invoice details, payment status, and limited transaction information.
Communication data such as emails, calls, messages, complaints, and feedback.
Technical data such as device or browser information if you submit data through a digital form or online channel we use.
Preference data such as service choices, quotations requested, and communication preferences.

We normally collect data directly from you when you request a quote, make a booking, ask a question, or otherwise correspond with us. In some cases, we may receive your details from a third party, for example where someone else arranges a service on your behalf, subject to their authority to provide that information.

We only request information that is necessary for providing our services, managing our relationship with you, and meeting legal obligations. We do not intentionally collect excessive or irrelevant data.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and arrange bookings.
To perform moving, man and van, delivery, and related transport services.
To communicate with you about your booking, schedule changes, service updates, and invoicing.
To manage payments, refunds, and accounting records.
To handle complaints, disputes, and customer support requests.
To comply with tax, business, and legal record-keeping requirements.
To improve our services, administration, and customer experience.
To protect our business, staff, vehicles, customers, and property from fraud, abuse, or misuse.

We will only use your personal data where we have a valid lawful basis to do so. When we use your data for a purpose that is not reasonably expected from the original context, we will make sure that such use is lawful and proportionate.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for every use of personal data. We rely on the following lawful bases:

Contract

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

Legal Obligation

We process personal data where necessary to comply with legal and regulatory requirements, including tax, accounting, business record retention, and any lawful request from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, quality control, internal record keeping, fraud prevention, and improving our operations. We always assess whether the processing is proportionate and whether your privacy rights are protected.

Consent

In limited situations, we may rely on your consent, for example where it is required for a specific optional activity. If we rely on consent, you may withdraw it at any time, and this will not affect the lawfulness of processing carried out before withdrawal.

4. Sharing Data and Processors

We may share personal data with trusted third parties where this is necessary to deliver our services, operate our business, or comply with the law. These third parties act either as processors acting on our instructions or as independent controllers where they determine their own purposes.

Examples of processors and service providers may include:

IT and hosting providers that store or support our records and systems.
Administrative and communication tools used for scheduling, messaging, and customer management.
Payment and accounting service providers that help us process invoices and maintain financial records.
Professional advisers such as accountants or legal advisers where needed for compliance or dispute resolution.
Public authorities where disclosure is required by law or is necessary to protect rights, safety, or property.

Any processor we use is required to protect your data, process it only on our documented instructions, and apply appropriate security measures. We do not sell personal data. We also do not allow processors to use your data for their own unrelated purposes.

5. International Transfers

If any of our service providers process data outside the UK, we will take appropriate steps to ensure that your personal data remains protected. This may include using approved safeguards such as adequacy regulations, the UK International Data Transfer Agreement, or equivalent contractual protections.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, and reporting obligations. The retention period will depend on the type of data and the reason it is held.

In general:

Booking, invoice, and payment records may be retained for the period required by law and for business administration.
Correspondence and customer service records may be retained for a reasonable period to manage queries, complaints, and disputes.
Technical or operational data may be retained for shorter periods unless needed for security, troubleshooting, or legal reasons.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed periodically to ensure we do not keep information longer than necessary.

7. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include access restrictions, secure storage, staff confidentiality obligations, and appropriate data handling procedures.

While we take reasonable steps to safeguard your data, no system can be guaranteed as completely secure. If a personal data breach occurs that poses a risk to your rights and freedoms, we will respond in accordance with applicable data protection law.

8. Your Rights

Subject to certain legal conditions and exemptions, you 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 your data in certain circumstances.
Right to restriction - to ask us to limit how we use your data in certain situations.
Right to data portability - to receive certain data in a structured, commonly used format where applicable.
Right to object - to object to processing based on legitimate interests and, in some cases, to direct marketing.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

You may also have the right to challenge certain automated decision-making, although we do not typically rely on automated decisions that produce legal or similarly significant effects.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits required by law and explain if any request cannot be fully met because of a legal exemption or because it would adversely affect the rights of others.

9. Children’s Data

Our services are intended for adults or persons acting on behalf of adults. We do not knowingly collect personal data from children in a way that is not necessary for providing a service. If we become aware that we have processed data inappropriately, we will take steps to delete or correct it as required.

10. 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 updated version will apply from the date it is made available. We encourage you to review this policy periodically so you remain informed about how we protect your personal data.

11. Summary of Key Principles

In handling your personal data, Man And Van Lambeth aims to follow the core principles of data protection:

Lawfulness, fairness, and transparency
Purpose limitation
Data minimisation
Accuracy
Storage limitation
Integrity and confidentiality
Accountability

By using our services, submitting a booking enquiry, or otherwise providing your personal data, you acknowledge that we may process your information in accordance with this Privacy Policy and applicable law. If you have concerns about how your data is handled, you may raise them with the relevant data protection authority, though we encourage you to first use the rights and safeguards provided by law.