Privacy Policy - Man With Van Tooting

This Privacy Policy explains how Man With Van Tooting collects, uses, stores, shares, and protects personal data relating to customers and prospective customers in the Tooting area and surrounding local service area. It applies to all Man With Van Tooting customers in area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our removal and transport services.

We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to collect only the information we need, use it only for clear and legitimate purposes, and keep it only for as long as necessary.

1. Information We Collect

We may collect the following categories of personal data:

Identity details such as your name and title.
Contact details such as your phone number, email address, and service address.
Booking and service information including move dates, collection and delivery locations, inventory details, access notes, and special handling instructions.
Payment-related information such as billing address, transaction records, and payment confirmation details. We do not store full card details where payment processing is handled by a secure third-party provider.
Communication records including messages, calls, emails, and notes relating to quotes, bookings, complaints, or support requests.
Technical and usage data if you interact with our digital systems, such as device information, IP address, and basic log data.
Special instructions that may be relevant to the safe delivery of our service, such as building access arrangements or items requiring extra care.

We generally collect personal data directly from you when you enquire about our services, request a quote, make a booking, or communicate with us. In some cases, we may receive details from a third party, for example where a landlord, agent, family member, or business contact makes arrangements on your behalf.

2. How We Use Personal Data

We use personal data only where we have a lawful basis to do so. The main purposes for which we process information are:

to provide quotes and respond to enquiries;
to manage bookings and deliver moving services;
to plan routes, allocate staff, and organise equipment;
to process payments and maintain financial records;
to communicate with you about your booking, schedule changes, or service updates;
to handle complaints, disputes, and claims;
to maintain safety, security, and service quality;
to comply with legal, accounting, and tax obligations;
to establish, exercise, or defend legal claims;
to improve our services and understand customer needs.

We do not use personal data for purposes that are incompatible with the reasons for which it was collected unless we have a lawful basis to do so and, where necessary, we have informed you.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Depending on the situation, we may rely on one or more of the following:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out removals, and managing post-service administration.

Legal obligation

We may process and retain certain information where needed to comply with tax law, bookkeeping requirements, insurance requirements, or other legal duties.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your interests and rights do not override those interests. This may include managing enquiries, improving our operations, preventing fraud, securing our systems, and maintaining service records.

Consent

In limited cases, we may rely on your consent, for example where it is appropriate to send certain marketing messages or to process optional information that is not needed to provide the service. Where consent is used, you may withdraw it at any time.

Vital interests

In exceptional situations, we may process information to protect someone’s vital interests, such as responding to a serious safety concern during a move.

4. Sharing and Processors

We may share personal data with trusted third parties, but only where necessary and subject to appropriate safeguards. These third parties may act as processors on our behalf or as independent controllers in their own right.

Examples of processors may include:

IT and cloud service providers that store data or support our systems;
payment processors that handle card or electronic payments securely;
email, messaging, and communication platforms used for service-related correspondence;
accounting and bookkeeping providers that help us meet financial obligations;
customer management or scheduling tools used to organise bookings and records;
professional advisers such as lawyers, insurers, or auditors where needed;
subcontractors or crew members involved in completing your move, where they need relevant information to perform the service safely and properly.

We may also disclose personal data where required by law, court order, government request, or where disclosure is necessary to protect our rights, customers, staff, or the public.

Where a third party processes personal data on our behalf, we require them to protect that data and use it only for the agreed purpose. We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, reporting, and insurance requirements.

Retention periods may vary depending on the type of information and the context of the service. For example:

booking and service records may be retained for a reasonable period after completion of the move;
financial and tax records are kept for the period required by law;
complaint and dispute records may be retained until the matter is resolved and for a further period if needed to defend claims;
marketing preferences are retained until you withdraw consent or object.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and careful selection of processors.

Although we take reasonable steps to safeguard data, no system can be guaranteed to be completely secure. We therefore encourage customers to share only the information necessary for the service and to let us know if any details need to be corrected or updated.

7. Your Rights

Under data protection law, you may 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 object – to object to processing based on legitimate interests or to direct marketing.
Right to data portability – to receive certain data in a structured, commonly used, machine-readable format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exceptions. For example, we may need to retain certain records to comply with our legal obligations or to defend a claim.

If you wish to exercise any of these rights, we will respond in accordance with applicable data protection law. We may need to verify your identity before responding to your request.

8. Marketing Preferences

If we send marketing communications, we will do so only where permitted by law. You can ask us not to send marketing communications at any time, and we will respect your preferences. Transactional or service-related messages may still be sent where necessary to manage your booking or provide the service.

9. Children’s Data

Our services are intended for adults arranging removals or transport services. We do not knowingly collect personal data from children except where it is unavoidably included in service-related records provided by an adult customer. If we learn that we have collected data inappropriately, we will take reasonable steps to delete it.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our operations, or the way we process personal data. The latest version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

11. Summary of Our Commitment

Man With Van Tooting is committed to treating personal data with care, confidentiality, and respect. We collect only what is needed, use it for legitimate purposes, share it only where necessary, and keep it only as long as required. We are dedicated to complying with data protection law for all customers in the Tooting area and surrounding local service area.

This Privacy Policy is intended to be clear, practical, and compliant with applicable UK data protection requirements.