Privacy Policy - Man With Van Sutton

This Privacy Policy explains how Man With Van Sutton collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Sutton customers in the Sutton area, including individuals and businesses who enquire about, book, receive, or pay for our moving, transport, loading, unloading, and related services.

We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect data that is relevant for delivering our services, managing customer relationships, meeting legal obligations, and improving our business operations.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity details: name, title, and, where applicable, business name.
Contact details: address, email address, telephone number, and other communication details you provide.
Service details: information about the items to be moved, collection and delivery addresses, access conditions, dates, and instructions relating to your move.
Payment and billing information: payment status, transaction records, invoices, and basic billing information.
Communication records: messages, enquiry notes, complaints, feedback, and records of calls or correspondence.
Technical data: limited device and usage information if you contact us through digital channels, such as IP address, browser type, and interaction logs where relevant.
Special instructions: any additional details you choose to share that are necessary to complete a move safely and efficiently.

We do not intentionally collect more information than is necessary. If you provide personal data relating to other people, such as family members, tenants, or building staff, you should ensure that you have the right to do so.

2. How We Use Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to plan, schedule, and perform removal and transport services;
to communicate with you about bookings, access arrangements, and service updates;
to issue invoices, process payments, and maintain financial records;
to manage customer service matters, including complaints and claims;
to keep internal business records and demonstrate compliance;
to improve the quality, safety, and efficiency of our services;
to detect and prevent fraud, misuse, or unlawful activity;
to meet legal, tax, accounting, and regulatory obligations.

We only use personal data in ways that are compatible with the reasons it was collected, unless we have a valid legal basis for a new purpose.

3. Lawful Basis for Processing

Under UK GDPR, we rely on one or more of the following lawful bases when processing personal data:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, managing bookings, carrying out removals, and handling payments.

Legal Obligation

We process certain data where necessary to comply with legal requirements, including tax, accounting, insurance, record-keeping, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This can include service management, business administration, fraud prevention, internal record keeping, and improving our operations.

Consent

In limited cases, we may rely on your consent, for example where you agree to receive certain types of marketing communication. Where consent is used, you may withdraw it at any time.

4. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, and reporting requirements. Retention periods depend on the nature of the data and the reason it is held.

In general:

quotation and enquiry records may be kept for a limited period after the enquiry ends;
booking and service records are retained for as long as needed to manage the customer relationship and resolve any issues;
financial records are usually kept for the period required by law for tax and accounting purposes;
complaints, claims, and dispute records may be retained longer where necessary to defend legal claims or resolve matters fairly.

When personal data is no longer required, we will delete it, anonymise it, or securely archive it in line with our retention practices.

5. Processors and Third Parties

We may share personal data with trusted processors and service providers who act on our behalf and only process data according to our instructions. These may include:

payment processors that handle card or electronic payments;
accounting or bookkeeping providers that assist with invoicing and financial administration;
IT and storage providers that support data hosting, backup, and security;
communication services that help us send messages or manage enquiries;
professional advisers such as insurers, lawyers, or auditors where needed;
public authorities where disclosure is required by law or necessary to protect rights and safety.

We take reasonable steps to ensure that processors protect personal data and only process it for agreed purposes. We do not sell personal data.

6. Data Sharing and Security

We may need to share limited personal data with team members or subcontractors involved in delivering services, such as scheduling, collection, or delivery. Any such sharing is limited to what is necessary for the service.

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures include access controls, secure storage, and internal data-handling procedures. However, no system can be guaranteed to be completely secure, and we encourage customers to share only information that is necessary for the service.

7. Your Rights Under UK GDPR

You have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing.

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 may ask us to delete your data in certain circumstances.
Right to restrict processing: you can request that we limit how your data is used in certain cases.
Right to data portability: you may request certain data in a structured, commonly used format where applicable.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where we rely on consent, you can withdraw it at any time.

These rights are not absolute. In some cases, we may continue processing where we have a legal obligation or another valid reason to do so.

8. 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 provided incidentally by an adult customer in connection with a service. If we become aware that we have collected data from a child without a valid reason, we will take appropriate steps to remove it.

9. Marketing

If we send marketing communication, we will do so only where permitted by law. You may opt out of receiving marketing at any time. We will continue to send essential service-related messages where necessary, such as booking confirmations, service updates, or invoices, because these are not marketing communications.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service arrangements. When we do, we will apply the revised version from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

11. Summary of Our Commitments

We collect only the personal data needed to provide moving and related services.
We process data on lawful bases including contract, legal obligation, legitimate interests, and consent where appropriate.
We keep data only for as long as necessary and then securely delete or anonymise it.
We use trusted processors and third parties only where required to support our services and operations.
We respect your rights and will respond to valid requests in line with data protection law.

This Privacy Policy is intended to provide clear information about how Man With Van Sutton handles personal data for customers in Sutton and the surrounding area. By using our services, you acknowledge that your information may be processed in accordance with this policy and applicable data protection law.