Privacy Policy - Man With A Van Stockwell

This Privacy Policy explains how Man With A Van Stockwell collects, uses, stores, shares, and protects personal data when providing moving, transport, removals, and related services. It applies to all Man With A Van Stockwell customers in the Stockwell area and surrounding local service area, including anyone who requests a quotation, books a service, makes an enquiry, or otherwise interacts with our business.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help customers understand what information we collect, why we collect it, how long we keep it, and what rights individuals have in relation to their personal data.

1. Data We Collect

We collect only the personal data that is necessary to provide our services, manage enquiries, fulfil bookings, and meet legal obligations. The categories of personal data we may collect include:

Identity information such as your name and title.
Contact details such as your phone number and email address.
Address information including pickup, delivery, billing, and storage locations.
Service details such as moving dates, item lists, access information, parking details, and special handling requirements.
Payment information such as payment confirmation, transaction references, and billing records. Where card payments are handled by a payment provider, we do not store full card details ourselves.
Communication records including emails, messages, call notes, and enquiry history.
Operational information such as service schedules, driver notes, and evidence needed to complete a booking.
Complaint or feedback information where you contact us about a service issue or leave a review.

In limited cases, we may also collect information that is sensitive in nature if it is necessary to safely provide the service, for example if you tell us about access needs, mobility issues, or item fragility that affects the moving process. We ask that you only share information that is relevant to the service requested.

2. How We Collect Personal Data

We may collect personal data directly from you when you:

request a quotation;
make a booking;
contact us by phone, email, or message;
provide instructions before or during a job;
make a payment;
raise a complaint or request support;
leave feedback or a review.

We may also receive information from third parties where necessary to perform the service, such as landlords, estate agents, property managers, business clients, or payment processors acting on your behalf or with your authority. We may also collect limited technical data if you use an online enquiry form, such as device information or browser data, where relevant to security and service operation.

3. Lawful Basis for Processing

We only process personal data where we have a lawful basis under UK GDPR. The lawful bases we rely on include:

Contract - processing is necessary to provide a quotation, enter into a service agreement, complete a move, process payment, and carry out our obligations under that contract.
Legitimate interests - processing is necessary for our legitimate business interests, such as managing enquiries, improving services, maintaining security, preventing fraud, handling complaints, and keeping appropriate business records, provided those interests do not override your rights and freedoms.
Legal obligation - processing is required to comply with tax, accounting, insurance, and other legal requirements.
Consent - in limited circumstances, where we ask for your permission to use information for a specific purpose and consent is the appropriate lawful basis. You may withdraw consent at any time where we rely on it.

Where special category or sensitive information is processed, we will only do so when it is necessary and where an additional condition under data protection law applies. We aim to keep such processing to a minimum and use it only where relevant to the service.

4. How We Use Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to manage bookings and deliver moving services;
to plan routes, allocate staff, and coordinate logistics;
to contact you about timing, access, or service changes;
to process payments and issue invoices or receipts;
to keep internal records for business administration;
to deal with complaints, insurance issues, or legal claims;
to improve our services and customer experience;
to meet our legal and regulatory obligations.

We do not use personal data for purposes that are incompatible with the reasons for which it was collected. If we need to use your data for a new purpose, we will inform you where required by law.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary to run our business and provide services. These parties act as processors or independent controllers depending on the circumstances. Processors only process personal data on our instructions and are required to protect it appropriately.

Examples of processors and service providers may include:

Payment processors for handling card or online payments securely;
IT and hosting providers for storing emails, files, or business systems;
Accounting or bookkeeping providers for financial administration;
Customer management or scheduling systems used to organise bookings and communications;
Professional advisers such as accountants, insurers, or legal advisers where necessary;
Subcontracted movers or drivers where needed to complete a service you have booked.

We may also disclose personal data to public authorities, regulators, insurers, law enforcement, or courts where required by law or where necessary to establish, exercise, or defend legal claims. Where data is shared with another controller, that party will be responsible for its own compliance with data protection law.

6. Retention of Personal Data

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

As a general approach:

quotation and enquiry records may be kept for a limited period to manage follow-up and business administration;
booking and service records are retained for the duration of the customer relationship and for an appropriate period afterwards;
invoice, payment, and tax records are retained for the period required by law;
complaints, claims, and incident records may be kept longer where needed to resolve disputes or comply with insurance or legal obligations.

When personal data is no longer required, we will delete it securely or anonymise it so it can no longer identify you. If a legal dispute or regulatory issue arises, we may retain relevant information for longer than usual until the matter is resolved.

7. Data Security

We take 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 confidentiality obligations, password protection, and limiting access to those who need the data for their role. While no system can be guaranteed completely secure, we work to keep your information protected in line with reasonable industry practices.

8. International Transfers

Where service providers or systems process personal data outside the UK, we will ensure that suitable safeguards are in place where required by law. These safeguards may include adequacy regulations, standard contractual clauses, or other approved transfer mechanisms. We will only transfer personal data internationally when necessary and lawful.

9. Your Rights

Under data protection law, individuals have a number of rights in relation to their personal data. Subject to legal conditions and exemptions, you may have the right to:

access the personal data we hold about you;
rectification of inaccurate or incomplete data;
erasure of personal data in certain circumstances;
restriction of processing in certain situations;
data portability where processing is based on consent or contract and carried out by automated means;
object to processing based on legitimate interests or direct marketing;
withdraw consent where consent is the lawful basis relied upon.

You also have the right to be informed about how your data is used and to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage customers to raise concerns with us first so we can try to resolve the matter promptly and fairly.

10. Children’s Data

Our services are intended for adults, and we do not knowingly collect personal data from children except where it is necessary in connection with a booking made by an adult customer and only to the extent required to deliver the service safely and appropriately.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the services we provide. The updated version will apply from the date it takes effect. We recommend reviewing this policy periodically so you remain informed about how we handle personal data.

12. Summary of Our Privacy Commitment

Man With A Van Stockwell is committed to processing personal data lawfully, fairly, and transparently. We collect only what is needed to provide moving and related services, use it for clear and legitimate purposes, keep it only as long as necessary, and share it only with trusted processors or where required by law. We respect customer privacy and aim to ensure that all personal data belonging to customers in the Stockwell area is handled with care, security, and compliance.

This policy is part of our commitment to responsible data protection and customer trust. By using our services, making an enquiry, or booking with Man With A Van Stockwell, you acknowledge that you have read and understood this Privacy Policy.