Privacy Policy - Man With Van Sanderstead

This Privacy Policy explains how Man With Van Sanderstead collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related van services. It applies to all Man With Van Sanderstead customers in the area, including prospective customers, existing customers, and individuals who contact us on behalf of a customer. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Sanderstead provides removal and transportation services for domestic and commercial customers. In this Privacy Policy, “we,” “us,” and “our” refer to Man With Van Sanderstead as the data controller for the personal data we process in connection with our services.

2. Personal Data We Collect

We only collect personal data that is necessary to provide our services, manage our business, and meet legal obligations. The information we may collect includes:

Identity details: name, title, and any company or business name.
Contact details: phone number, email address, billing address, and collection or delivery address.
Service details: information about your move, delivery instructions, access notes, item lists, preferred dates, and special handling requirements.
Payment details: limited billing information, transaction records, and payment confirmation details. We do not normally store full card details where a payment provider processes them.
Communication records: messages, emails, quotes, complaints, feedback, and notes from phone calls or enquiries.
Site and access information: parking details, property access instructions, and relevant safety information for completing a job.
Technical data: basic website or device data if you contact us online, such as IP address or cookie-related information, where applicable.

We do not intentionally collect special category data unless it is necessary and you have provided it to us, for example where access arrangements or personal circumstances are relevant to service delivery. If such data is processed, we will do so only where a lawful condition applies and appropriate safeguards are in place.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to arrange and carry out removal, delivery, loading, unloading, and related services;
to manage bookings, scheduling, and customer support;
to process payments, invoices, refunds, and account administration;
to keep records of work completed and communications made;
to meet insurance, tax, accounting, and legal requirements;
to investigate complaints, disputes, or service issues;
to maintain business security, prevent fraud, and protect our staff and property;
to improve our services and customer experience.

We process personal data only to the extent needed for these purposes and we aim to keep it accurate and up to date.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for using your personal data. We rely on the following lawful bases:

Contract: when processing is necessary to provide a quote, enter into a booking, and perform our moving and delivery services.
Legal obligation: when we must keep records for tax, accounting, insurance, or other legal requirements.
Legitimate interests: when processing is necessary for our legitimate business interests, such as managing customer relationships, protecting against fraud, improving operations, and maintaining service records, provided these interests do not override your rights and freedoms.
Consent: where we rely on your clear permission, for example for certain optional communications or when specific processing requires consent. You may withdraw consent at any time where it is used as the lawful basis.

Where we process special category data or other sensitive information, we will only do so where an additional legal condition applies and the data is necessary for the relevant purpose.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, or reporting obligations. Retention periods may vary depending on the type of data and the reason it is held.

Quotation and enquiry data: kept for a reasonable period to manage follow-up and service history.
Customer and booking records: kept for the duration of the service relationship and afterwards as needed for administration, disputes, and record keeping.
Financial and tax records: retained for the period required by law.
Complaint and incident records: kept long enough to resolve matters and defend legal claims if needed.

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

6. Sharing Personal Data and Processors

We may share personal data with trusted third parties where necessary to run our business and deliver services. These third parties act as processors or independent controllers depending on the service they provide.

Processors may include:

Payment providers that handle transactions securely;
IT and cloud service providers that support email, storage, scheduling, or record management;
Accounting and bookkeeping providers that assist with financial administration;
Insurance providers where a claim or incident requires processing;
Subcontractors or partner service providers who help deliver a job under our instructions.

We require processors to use personal data only in accordance with our instructions, to apply appropriate security measures, and to keep the data confidential where required. We may also disclose data if necessary to comply with the law, enforce our rights, or protect the safety of customers, staff, or the public.

We do not sell your personal data.

7. Data Security

We take reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, restricted permissions, and staff awareness regarding privacy obligations. However, no method of transmission or storage is completely secure, so we cannot guarantee absolute security.

8. Your Rights

As a data subject, you have a number of rights under UK data protection law. These rights may be subject to certain conditions or exemptions.

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

If you wish to exercise any of these rights, we will respond in line with applicable legal timeframes and requirements. We may need to verify your identity before acting on a request.

Right to Complain

If you believe we have not handled your personal data properly, you have the right to raise a complaint with the UK supervisory authority, the Information Commissioner’s Office (ICO). We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

9. Third-Party Links and External Services

If you interact with third-party services connected to our business, those services may have their own privacy notices. We are not responsible for the privacy practices of external organisations, and we encourage you to review their policies where relevant.

10. Children’s Data

Our services are intended for adults arranging moving or delivery services. We do not knowingly collect personal data from children unless it is provided incidentally in connection with a customer booking or service request. If we become aware that we have collected data from a child inappropriately, we will take appropriate steps to remove 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 handling practices. Any revised version will apply from the date it is published or otherwise communicated.

12. Summary of Our Commitment

We are committed to using personal data responsibly, fairly, and lawfully. We collect only what we need, we keep it for no longer than necessary, and we protect it using appropriate safeguards. For every customer in the Sanderstead area, our aim is to provide reliable moving services while respecting privacy and upholding data protection rights.

Important: This Privacy Policy applies to all Man With Van Sanderstead customers in the area and should be read alongside any service terms or booking information provided at the time of your enquiry.