Privacy Policy - Man With Van Clapham

This Privacy Policy explains how Man With Van Clapham collects, uses, stores, shares, and protects personal data in connection with our moving, transport, and removal services. It applies to all Man With Van Clapham customers in the area, including individuals, households, and businesses that use or enquire about our services. We are committed to handling personal information in a fair, transparent, and lawful way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Clapham provides local and regional moving services, including item collection, delivery, loading, unloading, and related logistics support. In the course of delivering these services, we may act as a data controller for the personal information we collect and determine how and why it is processed. This means we are responsible for ensuring that your data is handled appropriately and securely.

2. Personal Data We Collect

We collect only the information necessary to provide our services, manage bookings, communicate with customers, and comply with legal obligations. The categories of personal data may include:

Identity data such as your name and, where relevant, business name or job title.
Contact data such as telephone number, email address, and service address.
Booking and service data including move dates, property access details, item lists, delivery instructions, and service preferences.
Billing and payment data such as invoice details, payment status, and transaction records.
Communication data including messages, call notes, complaint records, and service-related correspondence.
Technical data where applicable, such as basic website or device information if you contact us through digital channels.
Special instructions that you voluntarily provide, for example access needs, fragile items, or timing requirements.

We do not intentionally collect special category data unless you choose to provide it to us and it is necessary for the service or for accommodating a specific request. If such information is shared, we will only process it where a lawful basis exists and where it is required for a legitimate purpose.

3. How We Collect Your Data

We may collect personal information directly from you when you:

request a quote or make a booking;
communicate by phone, email, or message;
provide delivery or access instructions;
pay for services or request an invoice;
submit a complaint, feedback, or query; or
interact with us through third-party platforms used for service coordination.

We may also receive data from business partners, subcontracted service providers, or payment processors where that information is needed to fulfil your booking or manage our business operations.

4. Lawful Basis for Processing

We process personal data only when we have a valid legal reason to do so. Depending on the circumstances, our lawful bases may include:

Performance of a contract — to provide a quote, manage a booking, carry out a move, issue invoices, and complete agreed services.
Legal obligation — to comply with accounting, tax, record-keeping, and regulatory requirements.
Legitimate interests — to run and improve our business, communicate with customers, prevent fraud, manage disputes, and protect our operations, provided these interests do not override your rights and freedoms.
Consent — where we rely on your permission for optional communications or processing activities, and you may withdraw consent at any time.

Where we rely on legitimate interests, we assess whether the processing is necessary and balanced against your privacy rights. We only use personal data in ways that are reasonable, relevant, and proportionate.

5. How We Use Your Data

Your personal data may be used for the following purposes:

providing quotes and confirming availability;
planning, scheduling, and delivering moving services;
contacting you about your booking or service updates;
issuing receipts, invoices, and payment reminders;
handling complaints, claims, or service disputes;
maintaining internal records and service quality;
meeting legal, accounting, and tax obligations; and
protecting our staff, customers, property, and business interests.

We do not use your data for unrelated purposes without first ensuring that a lawful basis exists and, where required, informing you in advance.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors on our behalf. These processors only handle data according to our instructions and are required to protect it appropriately. Examples may include:

IT and hosting providers that support secure storage, email, and communications systems;
Payment processors that manage card or online payments;
Accounting and bookkeeping providers that assist with financial records and tax compliance;
Administrative and scheduling tools used to manage bookings and customer communication;
Subcontractors or operational partners involved in fulfilling your move, where necessary;
Professional advisers such as legal, insurance, or financial consultants;
Regulatory, law enforcement, or public authorities where disclosure is required by law.

We do not sell your personal data. If data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and business requirements. Retention periods may vary depending on the nature of the information and the context in which it was obtained.

Booking and service records are typically kept for a period needed to manage the service and handle follow-up issues.
Financial and invoicing information may be retained for statutory tax and accounting periods.
Complaint or dispute records may be retained for as long as needed to resolve the issue and defend legal claims.
Marketing-related data, where consent applies, is retained until consent is withdrawn or the data is no longer needed.

When personal data is no longer required, we securely delete, anonymise, or otherwise dispose of it in a safe and controlled manner.

8. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and the use of trusted service providers with suitable security standards. While no system can be guaranteed completely secure, we work to maintain a high level of protection consistent with the nature of the data we process.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. Subject to legal conditions and exemptions, these may include:

The right to be informed about how your data is used.
The right of access to request 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 circumstances, also known as the right to be forgotten.
The right to restrict processing in certain situations.
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.
Rights related to automated decision-making, where such processing applies.

You can also withdraw consent at any time where consent is the lawful basis. This will not affect the lawfulness of processing carried out before withdrawal.

10. How to Exercise Your Rights

If you wish to make a request regarding your personal data, we will respond in line with data protection law. We may need to verify your identity before acting on your request to protect your information. Requests should be made in a clear written format and should specify the right you wish to exercise. We aim to respond within one month, although complex requests may take longer where permitted by law.

11. Children’s Data

Our services are intended for adults and business customers arranging removals or transport. We do not knowingly collect personal data from children except where it is incidentally included in service instructions or household arrangements. If we become aware that we have collected data unlawfully or without proper justification, we will take appropriate steps to delete or secure it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practices, or service arrangements. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

13. Our Commitment

Man With Van Clapham is committed to treating your personal data with care, transparency, and respect. Our approach is based on lawful processing, data minimisation, secure handling, and accountability. We aim to ensure that all customers in the Clapham area can use our services with confidence, knowing that their privacy is taken seriously.

Key Principles

Fairness: we use data in ways people would reasonably expect.
Transparency: we explain what data we collect and why.
Purpose limitation: we use data only for specified, legitimate purposes.
Data minimisation: we collect only what is necessary.
Accuracy: we keep data accurate and up to date where possible.
Storage limitation: we do not keep data longer than needed.
Integrity and confidentiality: we protect data against misuse.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection laws. If you provide information about other people, you should ensure that you have the right to do so and that they understand how their data may be used.

This Privacy Policy applies to all Man With Van Clapham customers in the area.