Privacy Policy - Man With Van Surrey

This Privacy Policy explains how Man With Van Surrey collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Surrey customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise engages our moving and transport services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man With Van Surrey provides moving, transport, and related support services for household and business customers. For the purposes of data protection law, we act as the data controller for the personal data we collect in connection with our services. This means we determine why and how your personal data is used.

2. Information We Collect

We collect only the information necessary to provide our services effectively, manage customer relationships, and meet legal or operational obligations. The categories of personal data we may collect include:

Identity information: name, title, and relevant household or business details.
Contact details: address, email address, telephone number, and service location.
Service information: details about the move, items to be transported, access requirements, dates, times, and special instructions.
Payment information: billing details, transaction references, and payment status. We do not store card data unless required by a secure payment provider.
Communication records: enquiries, complaints, feedback, confirmations, and notes from customer interactions.
Technical information: limited data such as IP address or device information if collected through digital communication systems or service records.
Legal and compliance data: information needed to verify identity, handle disputes, or comply with tax, insurance, and record-keeping obligations.

We do not intentionally collect special category data unless it is necessary and you choose to provide it. If such data is shared with us, we will only process it where a lawful basis applies and where appropriate safeguards are in place.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes, schedule bookings, and deliver moving services;
to communicate with you about your service request;
to process payments, issue invoices, and manage financial records;
to respond to queries, complaints, and customer support requests;
to maintain service quality, improve operations, and manage business planning;
to protect against fraud, misuse, or security incidents;
to comply with legal, tax, accounting, and insurance requirements.

We only process personal data where it is relevant, proportionate, and necessary for the stated purpose. We do not sell personal data.

4. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, completing moves, and providing related services.

Legal Obligation

We may process data where necessary to comply with laws and regulations, including accounting, tax, record-keeping, and insurance obligations.

Legitimate Interests

We may process data for our legitimate business interests, such as managing operations, improving services, preventing fraud, protecting property, and handling customer communications, provided your rights and freedoms do not override those interests.

Consent

In limited circumstances, we may rely on your consent, for example where it is appropriate for optional communications or other specific uses. Where consent is used, you may withdraw it at any time.

5. Sharing Your Personal Data

We may share personal data with trusted third parties when necessary to run our business and provide our services. These third parties act as processors or independent controllers depending on the nature of the relationship.

Processors may include:

IT and hosting providers;
secure communication and email service providers;
accounting and bookkeeping providers;
payment processing services;
customer record management systems;
professional advisers such as insurers, legal advisers, or tax advisers.

We require processors to handle personal data only on our instructions, to use appropriate security measures, and to keep the information confidential. If personal data is transferred outside the UK, we will ensure suitable safeguards are in place, such as an adequacy decision or approved contractual protections.

6. Data Retention

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

Customer and booking records: retained for the duration of the service relationship and for a reasonable period afterwards for administration and dispute handling.
Financial and tax records: retained for the period required by law and accounting standards.
Correspondence and complaints: retained for as long as needed to resolve issues and evidence decisions.
Security and operational records: retained for a limited period unless longer retention is required for legal reasons.

When personal data is no longer needed, it will be securely deleted, anonymised, or archived in line with our retention practices. We regularly review the data we hold to ensure it is not kept longer than necessary.

7. 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 access controls, secure storage, staff confidentiality obligations, and restricted handling of sensitive records. While no system can be guaranteed completely secure, we take reasonable steps to reduce risks and safeguard your information.

8. 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 any legal exemptions. They 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 situations.
Right to restriction: to ask us to limit how your data is used in certain cases.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to request transfer of data you provided to us 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.

If you wish to exercise any of these rights, we will assess your request in line with applicable data protection law and respond within the required timeframe. You may also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your rights have been infringed.

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 to deliver the service. If we become aware that data has been collected inappropriately, we will take reasonable steps to delete it.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, service arrangements, or internal practices. Any updates will take effect when published in the revised version. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Summary of Our Commitment

At Man With Van Surrey, we aim to process personal data with care, integrity, and respect for privacy. We collect only what is needed, use it for clear and lawful purposes, share it only with trusted processors where necessary, and keep it only for as long as required. Your privacy matters to us, and we are committed to maintaining compliance with applicable data protection law for all customers in the area.