Privacy Policy - Man And Van Richmond Upon Thames

This Privacy Policy explains how Man And Van Richmond Upon Thames collects, uses, stores, shares, and protects personal data when providing moving, delivery, loading, unloading, packing, and related transport services. It applies to all Man And Van Richmond Upon Thames customers in the area, including individuals, households, tenants, landlords, businesses, and anyone else who uses our services within Richmond upon Thames and nearby locations.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect data that is necessary for the services we provide and we take appropriate measures to protect it.

1. Personal Data We Collect

We may collect the following categories of personal data depending on how you interact with us and the services you request:

Identity data such as your name, title, and, where needed, company name.
Contact data such as your address, email address, telephone number, and pickup or delivery locations.
Service information such as move dates, inventory details, special handling requirements, access instructions, and preferred service times.
Payment and billing data such as billing address, payment confirmations, and transaction records. We do not store full card details unless clearly required by the payment process and securely handled by a provider.
Communication data such as emails, messages, call notes, complaints, and customer feedback.
Technical data such as basic website or device information if you contact us online, including IP address, browser type, and usage logs, where applicable.
Special instructions or access data such as parking details, building access information, or loading restrictions necessary to complete the move.

We do not intentionally collect more personal data than is needed for our work. We also do not seek sensitive personal data unless it is required for a lawful and specific operational reason, and only where you choose to provide it.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations, arrange bookings, and deliver removal or transport services;
to plan routes, vehicle requirements, staffing, and timing for jobs;
to communicate with you about your booking, changes, delays, or service details;
to issue invoices, process payments, and keep accounting records;
to manage customer queries, complaints, and claims;
to maintain service records and improve our operations;
to comply with legal, tax, insurance, and regulatory obligations;
to protect against fraud, misuse, or security incidents.

We only use your data for the purposes for which it was collected, unless we reasonably need to use it for a compatible reason or another lawful reason allowed by law.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. The main lawful bases we rely on are:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, making bookings, completing moves, and handling invoices or payment-related administration.

Legal Obligation

We may process and retain certain information where required by law, including tax, accounting, record-keeping, insurance, or dispute-resolution 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 our customer relationships, improving services, preventing fraud, maintaining security, and keeping operational records.

Consent

In limited cases, we may rely on your consent, for example where we ask to use data for a specific optional purpose. If we rely on consent, you may withdraw it at any time.

Where special category data is involved, we will only process it if a specific legal condition applies and only when necessary.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or meet legal obligations. These third parties may act as data processors or independent controllers depending on the context.

Examples of processors and service providers may include:

IT and hosting providers that store or support business systems;
payment service providers that handle payment processing securely;
accounting and bookkeeping providers that support financial administration;
communication platforms used to send emails, messages, or service updates;
insurance providers, surveyors, or claims handlers where needed for risk management or claims;
professional advisers such as lawyers, accountants, or auditors;
regulatory, legal, or law enforcement bodies where disclosure is required by law.

All processors are required to handle personal data securely, use it only on our instructions where applicable, and implement suitable technical and organisational safeguards. We do not sell your personal data.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, or for as long as required by law. Retention periods depend on the type of information and the purpose for which it is used.

Booking and service records are usually retained for a reasonable period after the job is complete to manage queries, claims, and customer support.
Financial and accounting records are kept for the period required by tax and accounting laws.
Complaints and dispute records may be kept longer if needed to resolve issues or defend legal claims.
Communication records are retained only as long as needed for service administration and follow-up.

When personal data is no longer needed, we securely delete it, anonymise it, or otherwise dispose of it safely.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include restricted access, password protection, secure storage, staff confidentiality expectations, and safe disposal practices.

Although no system can be guaranteed completely secure, we take reasonable steps to reduce risks and protect customer information.

7. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place in accordance with data protection law. These safeguards may include adequacy regulations or approved contractual protections.

8. Your Rights

Depending on the circumstances, you may have the following rights under data protection law:

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 data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restrict processing – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – to request transfer of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns about how your data is handled with the relevant supervisory authority. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is incidentally provided in the course of a household move and only where necessary for legitimate service administration.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. Any updates will apply from the date they take effect. We recommend reviewing this policy periodically to stay informed.

11. Summary of Our Commitment

Man And Van Richmond Upon Thames is committed to protecting customer privacy and handling personal data responsibly. We collect only what we need, use it for clear and lawful purposes, keep it secure, and retain it only as long as necessary. We also respect your legal rights and aim to process all information in a transparent and accountable way.

This policy applies to all Man And Van Richmond Upon Thames customers in the area.