Privacy Policy - Man And Van Stockwell

This Privacy Policy explains how Man And Van Stockwell collects, uses, stores, shares, and protects personal data when providing removal, delivery, and moving-related services. It applies to all Man And Van Stockwell customers in the area, including prospective customers, booked customers, and anyone who communicates with us in relation to a service request. 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 Stockwell is a service provider offering man and van, transport, moving, loading, unloading, and related logistics services. For the purposes of data protection law, we are the data controller for the personal data described in this policy when we decide why and how that data is used.

2. Personal Data We Collect

We only collect information that is necessary to provide and manage our services, respond to enquiries, and meet our legal obligations. The types of personal data we may collect include:

Identity information such as your name and, where relevant, the name of a business or organisation.
Contact information such as telephone number, email address, and service address.
Booking details including dates, times, service type, access notes, item lists, and transport requirements.
Payment-related information such as payment status, transaction references, and invoicing details. We do not need to retain full card information if a secure payment provider processes the transaction.
Communication records such as emails, messages, call notes, and service instructions.
Service history including previous bookings, customer preferences, complaints, and resolution notes.
Website and device data if you interact with digital services, which may include IP address, browser type, and usage data collected through standard technologies.
Special category data only where you voluntarily provide it and it is necessary for a specific request, for example information relating to health, disability, or access needs to help us carry out a move safely.

We do not intentionally collect more data than is needed for the service. If you provide information about third parties, such as another household member, you should ensure you have the right to share it with us.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and respond to service enquiries.
To arrange, confirm, and deliver moving or transport services.
To manage customer accounts, billing, and payments.
To communicate about bookings, changes, delays, cancellations, and service updates.
To handle complaints, claims, and dispute resolution.
To maintain records for administration, accounting, and tax compliance.
To improve our services, pricing, planning, and customer experience.
To comply with legal and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

Where required, we may anonymise or aggregate data so it can no longer identify you. Such data is no longer personal data and may be used for analysis and business improvement.

4. Lawful Basis for Processing

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

Contract — processing is necessary to take steps at your request before entering into a contract and to perform the contract for our services.
Legal obligation — processing is necessary to comply with laws, such as tax, accounting, and record-keeping requirements.
Legitimate interests — processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, customer support, service improvement, and fraud prevention.
Consent — in limited cases, where required by law, we may rely on your consent, for example for certain optional communications or where special category data is provided and consent is the appropriate basis.
Vital interests — in exceptional circumstances, we may process personal data to protect someone’s life or physical safety.

When we rely on legitimate interests, we balance our needs against your privacy rights. When we rely on consent, you can withdraw it at any time, without affecting processing carried out before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business and deliver services. These parties act as processors or, in some cases, independent controllers. We only share data when necessary and under appropriate safeguards.

Processors may include:

Payment processors to handle card or online payments securely.
Accounting and bookkeeping providers to support invoicing, tax reporting, and financial administration.
IT and hosting providers that store or maintain our systems, communications, and data backups.
Customer service and scheduling tools that help manage bookings and enquiries.
Professional advisers such as accountants, lawyers, or insurers where needed for advice, claims, or compliance.
Subcontracted service providers involved in carrying out a move or related service, where necessary for performance of the contract.

We require processors to process personal data only on our instructions, to keep it secure, and to use it only for agreed purposes. Where a third party acts as an independent controller, their own privacy policy and legal obligations will apply.

We may also disclose personal data if required by law, court order, regulatory authority, or to establish, exercise, or defend legal claims.

6. International Transfers

Where any processor or service provider stores or accesses personal data outside the UK, we take steps to ensure appropriate protection is in place. This may include the use of approved contractual safeguards or transfers to countries that have been recognised as providing an adequate level of protection.

7. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the purpose for which it is held.

Quotation and enquiry data may be retained for a limited period to manage follow-up and service history.
Booking and customer records are generally retained for the duration of the service relationship and for a period afterwards to handle queries or disputes.
Financial and tax records are retained for the period required by law.
Complaint and claims information may be retained for as long as necessary to resolve the issue and protect legal rights.

When data is no longer needed, we will securely delete, destroy, or anonymise it. If we are legally required to keep certain records for longer, we will do so only for that purpose.

8. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may be limited in some circumstances, but we will always explain our response.

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 ask us to delete your data in certain situations.
Right to restriction — you can ask us to limit how we use your data in certain cases.
Right to object — you can object to processing based on legitimate interests or direct marketing.
Right to data portability — you can ask for certain data in a structured, commonly used format where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent — where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can try to resolve the matter promptly and fairly.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our processes. While no system can be guaranteed completely secure, we take reasonable steps to protect the information entrusted to us.

10. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or lawful instruction from an adult customer. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal duties, or data handling practices. 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 their data is used.

12. Summary of Our Commitment

Man And Van Stockwell is committed to respecting your privacy, using personal data only when necessary, and protecting it with care. We aim to collect the minimum amount of data needed to provide a reliable moving service, retain it only as long as required, and ensure that all processing is lawful, secure, and transparent. This policy applies to all Man And Van Stockwell customers in area, and it is intended to give you clear information about your rights and our responsibilities.