Privacy Policy - Man With Van Clapham

This Privacy Policy explains how Man With Van Clapham collects, uses, stores, shares, and protects personal data when providing removal, delivery, and man with van services. It applies to all Man With Van Clapham customers in the area, including anyone requesting a quotation, making a booking, receiving a service, or contacting us in connection with our work.

We are committed to handling personal information in a lawful, fair, and transparent 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 data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Information We Collect

We only collect personal data that is necessary for providing our services, meeting legal obligations, managing our business, and improving customer experience. Depending on your interaction with us, we may collect the following categories of information:

Identity information such as your name and, where relevant, business name.
Contact details such as telephone number, email address, and service address.
Booking and service details including move date, pickup and delivery locations, property access information, item descriptions, special handling requests, and service notes.
Payment information such as payment status, transaction records, and billing details. We do not keep more payment data than is required for accounting and record-keeping purposes.
Communication records including messages, call notes, complaints, and customer service correspondence.
Technical and usage information where relevant, such as basic website or device interaction data used for security, troubleshooting, and service improvement.
Proof and compliance information where needed for insurance, claims, or regulatory purposes, including photographs related to service condition or damage reports.

We do not intentionally collect special category data unless it is explicitly provided by you and is necessary for a specific service matter, such as disability-related access needs. Where such information is provided, we handle it carefully and only when there is a lawful basis to do so.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to carry out removal, transport, and delivery services;
to communicate with you about your booking, service changes, or service issues;
to manage payments, invoices, and financial records;
to handle complaints, claims, or customer support requests;
to meet legal, tax, insurance, and accounting obligations;
to protect our business, staff, and customers from fraud, misuse, or safety risks;
to improve service quality, planning, and operational efficiency.

We do not sell your personal information. Any use of your data will be limited to the purposes described in this policy or those that are otherwise compatible with them.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing personal data. We rely on the following bases depending on the purpose:

Contract

We process your data when it is necessary to take steps at your request before entering into a contract, or to perform our contract with you. This includes preparing quotations, arranging moving services, confirming addresses, and completing deliveries.

Legal Obligation

We may process data where we must comply with legal obligations, such as tax record keeping, accounting requirements, insurance obligations, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. Examples include managing bookings efficiently, preventing fraud, improving customer service, maintaining internal records, and safeguarding our operations.

Consent

Where required, we may rely on your consent, particularly for certain optional communications or for processing sensitive information you voluntarily provide. You may withdraw consent at any time, although this will not affect processing already carried out lawfully before withdrawal.

4. Data Sharing and Processors

We may share your personal data with trusted third parties only where necessary and appropriate. These third parties act either as independent controllers or as data processors processing data on our behalf.

Examples of processors and service providers may include:

IT and hosting providers that store and protect customer records and business systems;
accounting and bookkeeping providers who assist with financial management and tax compliance;
payment service providers who process card or electronic transactions;
communications providers who support email, phone, and messaging services;
insurance providers and claims handlers where incidents, damage, or liability matters must be assessed;
professional advisers such as legal or financial advisers when necessary;
subcontracted operational staff only when needed to complete a booking safely and effectively.

All processors are required to handle data securely and only according to our instructions. We take reasonable steps to ensure that any third party receiving personal data maintains appropriate technical and organisational safeguards.

We may also disclose data where required by law, to enforce our agreements, or to protect the rights, property, or safety of our customers, staff, or business.

5. Data Retention

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

Booking and service records are normally kept for a reasonable period after completion of the service to manage enquiries, disputes, or follow-up issues.
Financial and invoice records are kept for the period required by tax and accounting law.
Complaint and claims records are retained for as long as needed to resolve the matter and to defend or establish legal claims.
Communication records are kept for operational and customer service purposes and then securely deleted or anonymised when no longer needed.

When data is no longer required, we will take reasonable steps to delete, anonymise, or securely archive it in accordance with our retention practices. We aim to retain only the minimum data necessary for the shortest appropriate period.

6. International Transfers

Where any service provider stores or processes data outside the UK, we ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to keep your data secure and compliant with UK GDPR.

7. Security of Your Information

We use reasonable administrative, technical, and physical safeguards to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

Although we take appropriate steps to protect your information, no system can be guaranteed to be completely secure. If a data breach occurs and it poses a risk to your rights and freedoms, we will take appropriate action in line with legal requirements.

8. Your Rights Under UK GDPR

You have a number of rights in relation to your personal data. Depending on the circumstances, these may include:

the right of access to obtain a copy of the personal data we hold about you;
the right to rectification to correct inaccurate or incomplete data;
the right to erasure in certain situations, also known as the right to be forgotten;
the right to restrict processing in certain circumstances;
the right to data portability where processing is based on consent or contract and carried out by automated means;
the right to object to processing based on legitimate interests or direct marketing;
the right to withdraw consent where consent is the basis for processing;
the right to complain to the Information Commissioner’s Office if you believe your data rights have been infringed.

To protect your privacy, we may need to verify your identity before responding to a request. We will respond within the time limits required by law, unless an extension is permitted due to complexity or volume of requests.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or related service and is provided by an adult customer. If we become aware that we have collected child data without a valid reason, we will take appropriate steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or operational requirements. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how their data is handled.

11. Summary of Our Commitment

Man With Van Clapham is committed to processing personal data responsibly, securely, and only when necessary. We collect only the information needed to deliver our services, rely on clear lawful bases for processing, work with trusted processors under appropriate safeguards, and respect the rights of all customers in the Clapham area. Our approach is designed to ensure that your personal information is treated with care and in compliance with data protection law.