Privacy Policy - Man With Van Surrey

This Privacy Policy explains how Man With Van Surrey collects, uses, stores, shares, and protects personal data when providing moving, transport, and related services. It applies to all Man With Van Surrey customers in the area, including prospective customers, booking enquiries, and anyone who uses our services or interacts with us in connection with a move. We are committed to handling personal information in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man With Van Surrey acts as the data controller for the personal data we process in connection with our services. This means we decide why and how your personal information is used. We only collect and use data that is relevant and necessary for delivering moving and transport services, managing bookings, meeting legal obligations, and improving our operations.

2. Personal Data We Collect

We may collect the following categories of personal data:

Identity data: name, title, and similar identifiers.
Contact data: address, email address, phone number, and move location details.
Booking data: service dates, inventory notes, access information, and service preferences.
Payment data: billing details, payment status, and transaction records. We do not retain full card details where payment processing is handled securely by a payment provider.
Communication data: messages, call notes, complaint details, and correspondence.
Technical and usage data: limited data collected when you interact with digital systems, such as device or browser information, where applicable.
Service records: quotes, invoices, job notes, and evidence needed to complete or verify a move.

We do not intentionally collect special category data unless it is strictly necessary and lawful to do so. If such information is ever shared with us, we will handle it with additional care and only where permitted by law.

3. How We Collect Your Data

We collect personal data directly from you when you request a quote, make a booking, provide instructions, submit a complaint, or communicate with us. We may also receive data from third parties where necessary to deliver the service, such as landlords, letting agents, building managers, or payment processors, but only where this is relevant to your move and permitted by law.

4. Why We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to carry out moving and transport services;
to communicate about service updates, access arrangements, and job details;
to process payments, refunds, and invoices;
to handle complaints, disputes, or service issues;
to meet legal, tax, insurance, and regulatory obligations;
to maintain accurate business and service records;
to improve our services and customer experience;
to protect our business, staff, and customers from fraud or misuse.

We only use your information where there is a lawful basis to do so.

5. Lawful Basis for Processing

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

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, carrying out the move, and processing related payments.

Legal Obligation

We may need to process and retain certain information to comply with legal duties such as tax, accounting, insurance, recordkeeping, and safety obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing operations, preventing fraud, improving services, or resolving disputes. Where we rely on legitimate interests, we ensure the processing is proportionate and relevant.

Consent

In limited cases, we may rely on your consent, for example where specific optional communications or activities require it. Where consent is used, you may withdraw it at any time.

6. Data Sharing and Processors

We do not sell your personal data. We may share it with trusted third parties who act as processors on our behalf, or as independent controllers where required by law. These may include:

Payment processors: to handle secure transactions.
IT and cloud service providers: to store data, manage email, scheduling, and business systems.
Accounting and bookkeeping providers: to maintain financial records and comply with tax obligations.
Insurance providers or claims handlers: where a claim, incident, or dispute requires review.
Professional advisers: such as legal or tax advisers, where necessary.
Subcontractors or operational partners: only when needed to perform a service you have requested.

All processors are required to handle your data securely, only on our instructions, and in accordance with data protection law. We take reasonable steps to ensure third parties protect your information appropriately.

7. International Transfers

If any processor stores or accesses personal data outside the UK, we will ensure appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent protection required by law.

8. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to satisfy legal or operational requirements. Retention periods may vary depending on the type of information and service provided.

Booking and service records: retained for the period needed to manage the service and address follow-up issues.
Invoice and payment records: retained for tax and accounting purposes in line with legal requirements.
Communications and complaint records: retained for a reasonable period to manage disputes and service history.
Unused enquiry data: retained only as long as needed to respond to your request or provide a quote.

When data is no longer needed, we will securely delete, anonymise, or archive it where appropriate. We review retention regularly to ensure we are not keeping data longer than necessary.

9. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, encryption where suitable, staff confidentiality obligations, and operational safeguards. Although no system can be guaranteed completely secure, we work to maintain a level of security appropriate to the risks involved.

10. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access: to request a copy of the personal data we hold about you.
Right to rectification: to request correction of inaccurate or incomplete data.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restrict processing: to ask us to limit use of your data in certain situations.
Right to data portability: to receive certain data in a structured, commonly used format.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to exceptions under the law. We will respond to valid requests in accordance with applicable legal timeframes.

11. Marketing and Communications

We only send marketing communications where permitted by law. If you have opted in, or if another lawful basis applies, we may send updates relevant to our services. You can object to marketing at any time. Service-related communications, such as booking confirmations or updates, are not marketing and may still be sent when necessary to deliver the service.

12. 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 incidental to providing services requested by an adult customer and where lawful and necessary.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the time it is made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

14. Summary of Our Commitment

Man With Van Surrey is committed to processing personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear purposes, retain it only as long as necessary, and share it only with trusted processors or where required by law. We respect your rights and aim to handle every customer’s information with care, confidentiality, and accountability.