Privacy Policy - Man With Van Oldmalden

Man With Van Oldmalden is committed to protecting the privacy and personal data of all customers in the Old Malden area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our removal, delivery, packing, and transport services. It applies to all Man With Van Oldmalden customers in the area, including individuals, households, landlords, tenants, and businesses that arrange services with us.

1. Who We Are

For the purposes of data protection law, Man With Van Oldmalden acts as the data controller for the personal data we collect and use in connection with our services. This means we decide how and why your information is processed and ensure that it is handled in accordance with the UK GDPR and the Data Protection Act 2018.

We only collect and use personal data where we have a valid legal reason to do so, and we make sure that any processing is fair, lawful, transparent, and limited to what is necessary.

2. Personal Data We Collect

We may collect the following categories of personal data:

Identity information such as your name and title.
Contact information such as phone number, email address, and service address.
Booking and service details including collection and delivery addresses, move dates, inventory details, access information, and special handling requirements.
Payment information such as billing details and transaction records. We do not store card details unless this is necessary for a specific payment process managed securely by a payment provider.
Communication records including enquiries, quotations, confirmation messages, complaints, and feedback.
Technical information if you interact with our digital systems, such as IP address, device type, and browser data, where applicable.
Photographs or images where necessary for estimating, documenting items, or confirming service conditions.

We generally do not seek to collect special category data such as health data, religious beliefs, or political opinions. If such information is ever provided to help us safely deliver a service, we will only process it where a lawful basis applies and where it is necessary for the service requested.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and respond to enquiries.
To arrange, manage, and complete removals and transport services.
To communicate with you about bookings, service timings, access arrangements, and service changes.
To issue invoices, receive payments, and keep financial records.
To manage complaints, resolve disputes, and maintain service quality.
To comply with legal, tax, insurance, and regulatory obligations.
To protect our business, customers, and staff from fraud, misuse, or security incidents.

We only use your personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose and this is permitted by law.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. We rely on the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, arranging collections and deliveries, and completing the requested service.

Legal Obligation

We process certain data where we are required to do so by law, including tax records, accounting obligations, insurance requirements, and compliance with record-keeping laws.

Legitimate Interests

We may process data where it is in our legitimate interests to operate and improve our business, provided those interests do not override your rights and freedoms. This may include managing customer relationships, preventing fraud, maintaining internal records, and improving service standards.

Consent

In limited situations, we may rely on your consent, for example where it is required to use optional marketing communications or process certain non-essential data. Where we rely on consent, you may withdraw it at any time.

5. Sharing and Processors

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

Examples of processors and service providers may include:

Payment processors who securely handle card or online payment transactions.
Accounting and bookkeeping providers who assist with financial administration and tax compliance.
IT and cloud service providers who store or support our business systems.
Communication service providers who enable email, messaging, or telephone-related services.
Insurance and legal advisers where disclosure is necessary to manage claims or legal matters.
Subcontractors or operational partners who support the delivery of a booked service, where appropriate and necessary.

All processors are required to handle personal data securely, to act only on our instructions where applicable, and to use appropriate technical and organisational measures to protect your information.

We do not sell your personal data. We also do not share it with unauthorised third parties. Where information is disclosed to an independent controller, such as a regulator or insurer, they will be responsible for their own compliance with data protection law.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason for processing.

Booking and service records are generally retained for a reasonable period after completion of the service in case of queries, disputes, or follow-up.
Financial and tax records are retained for the period required by law.
Communication records may be kept for a reasonable time to maintain service history and customer support.
Marketing consent records are retained until you withdraw consent or until they are no longer needed.

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

7. International Transfers

If any of our processors or service providers store or access personal data outside the UK, we will take steps to ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protective measures recognised under data protection law.

8. Data Security

We take the security of personal data seriously and use reasonable measures to protect it from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness procedures.

However, no method of transmission or storage is completely secure. While we strive to protect your information, we cannot guarantee absolute security.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and legal basis of processing:

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 situations.
Right to restriction – to ask us to limit how we use your data in certain cases.
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 where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has not been handled properly. We encourage you to raise any concerns directly so we can try to resolve them promptly.

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 as part of arranging a service for a household or family. Where this occurs, we will only process the information that is necessary and appropriate for the service.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updates will take effect when published or otherwise communicated. We encourage customers in Old Malden and the surrounding area to review this policy periodically.

12. Summary of Our Commitment

Man With Van Oldmalden is committed to processing personal data responsibly and in accordance with UK data protection law. We collect only the information needed to provide our services, use it under a valid lawful basis, retain it only as long as necessary, and share it only with trusted processors or where legally required. We respect your rights and aim to handle all personal information with care, integrity, and transparency.