Privacy Policy - Man And Van Dulwich

This Privacy Policy explains how Man And Van Dulwich collects, uses, stores, shares, and protects personal data in connection with our moving, transport, delivery, and related services. It applies to all Man And Van Dulwich customers in the Dulwich area, including prospective customers, booked customers, and anyone who contacts us to request information, obtain a quote, or arrange a service.

We are committed to handling personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to process personal information fairly, lawfully, transparently, and only for legitimate business purposes.

1. Who We Are

Man And Van Dulwich provides local removals, transport, and moving assistance services. In the course of delivering these services, we may need to collect and use personal information about customers, household members, business contacts, and other people connected with a booking. This Policy applies to personal data processed by us as the data controller unless we explain otherwise.

2. Personal Data We Collect

We may collect and process different types of personal data depending on how you interact with us. The information we collect may include:

Identity data such as your name, title, and, where relevant, company name;
Contact data such as your address, email address, and telephone number;
Booking and service data such as moving dates, collection and delivery addresses, inventory details, property access information, and special service instructions;
Payment data such as payment status, billing records, and transaction references;
Communication data such as messages, enquiries, complaint details, and service feedback;
Technical data such as basic information about how you interact with our digital communications, where applicable;
Business records such as quotes, invoices, scheduling details, and job completion notes.

We do not intentionally collect more data than is necessary. Where you provide information about other individuals, such as family members, property managers, or business representatives, you should ensure that you are authorised to share that information with us.

3. How We Use Your Personal Data

We use personal data for specific and limited purposes connected with our services. These include:

providing quotes and responding to enquiries;
arranging, managing, and completing bookings;
communicating with you before, during, and after a service;
processing payments and maintaining accounting records;
handling customer service queries, complaints, and claims;
maintaining internal records and service history;
meeting legal, tax, and regulatory obligations;
protecting against fraud, misuse, or unauthorised access;
improving our services, operations, and customer experience.

We will only use your personal data in ways that are consistent with the reasons for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose and the law allows that use.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. Depending on the circumstances, we may rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotes, bookings, moving arrangements, payments, and customer support related to the service.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing our operations, improving services, keeping records, preventing fraud, and defending legal claims. We always consider whether our interests are proportionate and respectful of your privacy.

Legal Obligation

We process data where necessary to comply with legal obligations, including accounting, tax, insurance, and record-keeping requirements. We may also need to provide information to public authorities where the law requires it.

Consent

In limited situations, we may rely on your consent, for example where a particular type of optional communication or processing requires it. If we rely on consent, you may withdraw it at any time. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Your Data and Processors

We may share personal data only where necessary and on a need-to-know basis. This may include sharing with processors or other third parties that help us run our business and provide our services. These may include:

payment service providers and banking partners;
accounting, invoicing, and bookkeeping providers;
IT, hosting, storage, and software providers;
communication and messaging service providers;
professional advisers such as accountants, insurers, or legal advisers;
public authorities, regulators, or law enforcement bodies where required by law;
subcontractors or operational partners involved in delivering a booking.

When we use processors, they are required to act only on our instructions and to protect your data with appropriate security measures. They are not permitted to use your personal data for their own unrelated purposes. Where a third party acts as an independent controller, they will be responsible for their own privacy obligations.

6. International Transfers

In some cases, personal data may be processed outside the UK if our service providers operate internationally. Where this occurs, we take appropriate steps to ensure that your data receives a comparable level of protection, such as relying on approved transfer safeguards and contractual protections where required.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, tax, insurance, and dispute-resolution purposes. Retention periods may vary depending on the type of information and the context in which it was collected.

In general, we may retain:

booking and service records for a reasonable period after completion of the job;
financial and invoicing records for the period required by law;
communications and complaint records for a period necessary to manage customer relations and legal obligations;
consent-based records until consent is withdrawn or the data is no longer needed.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, or disclosure. These measures are designed to reflect the nature of the data we process and the risks involved. While no system is completely secure, we take reasonable steps to safeguard the information entrusted to us.

9. Your Rights

As a data subject under UK GDPR, you have important rights in relation to your personal data. These rights may be subject to legal limits or exemptions, but we will always assess your request carefully. Your rights include:

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 information;
Right to erasure - to request deletion of your data in certain circumstances;
Right to restriction - to request limited processing in specific situations;
Right to object - to object to processing based on legitimate interests or direct marketing;
Right to data portability - to receive certain data in a structured, commonly used format;
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

You also have the right to raise a concern with the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to contact us first so we can attempt to resolve the issue promptly and fairly.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a booking and is provided by an adult with authority to do so. If we become aware that we have collected data improperly, we will take appropriate steps to delete or protect it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this Policy periodically so they remain informed about how we protect their personal data.

12. Summary of Our Commitment

Man And Van Dulwich treats privacy seriously. We only collect data that we need, we use it for clear and lawful purposes, we retain it for no longer than necessary, and we share it responsibly with trusted processors and service providers. We respect your rights and aim to handle all personal data in a transparent and secure manner. This Policy is intended to apply to all Man And Van Dulwich customers in the area and to support a privacy-conscious service experience for everyone who uses our moving and transport services.