Privacy Policy - Man And A Van Chelsea

Man And A Van Chelsea is committed to protecting the privacy and personal data of all customers and prospective customers in the Chelsea area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in line with the UK GDPR and the Data Protection Act 2018. It applies to all Man And A Van Chelsea customers in the area, including anyone who requests a quotation, books a service, communicates with us, or uses our removal and delivery services.

1. Who We Are

For the purposes of data protection law, Man And A Van Chelsea acts as the data controller for the personal information described in this policy. This means we decide how and why personal data is used. We are responsible for ensuring that your information is handled lawfully, fairly, and transparently.

2. Personal Data We Collect

We may collect and process different types of personal data depending on how you interact with us. This may include:

Identity details such as your name and title.
Contact details such as phone number, email address, and correspondence address.
Service information including move dates, collection and delivery addresses, item details, access instructions, and service preferences.
Billing and payment details where required for invoicing and payment processing.
Communication records including emails, messages, call notes, and any feedback or complaints.
Technical information where relevant, such as website usage data or device information if you contact us through digital channels.
Special category data only where absolutely necessary and only if you choose to provide it, for example information needed to support accessibility or safety requirements.

We aim to collect only the data that is necessary for the purposes set out in this policy. We do not intentionally collect more information than we need.

3. How We Use Your Personal Data

We use personal information for the following purposes:

To provide quotes and respond to enquiries.
To manage bookings and deliver moving or transport services.
To communicate with you about your job, including scheduling and service updates.
To process payments, refunds, and invoices.
To keep proper business records and meet legal obligations.
To handle complaints, claims, and customer service matters.
To improve our services, operations, and customer experience.
To prevent fraud, misuse, or security incidents.

We only use your data for the purposes for which it was collected, unless we reasonably believe we need to use it for a compatible purpose or a legal requirement.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for processing your personal data. Depending on the situation, we may rely on one or more of the following:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes handling enquiries, preparing quotations, arranging your move, delivering services, and processing payments.

Legal Obligation

We may process personal data to comply with legal and regulatory duties, including accounting, tax, insurance, and record-keeping requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include improving our services, managing business operations, preventing fraud, and maintaining internal records.

Consent

In limited cases, we may rely on your consent, particularly where processing is not covered by another lawful basis. If we rely on consent, you may withdraw it at any time. Withdrawing consent will not affect processing already carried out before withdrawal.

5. Sharing Your Personal Data

We may share personal data with trusted third parties where necessary for the operation of our services. These third parties act as processors or independent controllers depending on the role they perform. We require appropriate safeguards to protect your information.

Examples of recipients may include:

Payment providers that process card or online transactions.
Accounting and bookkeeping providers that support financial administration.
IT and cloud service providers that host systems, communication tools, or data storage.
Professional advisers such as insurers, legal advisers, or auditors when needed.
Subcontractors or operational partners who assist in delivering a booked service under our instructions.

We do not sell your personal data. We also do not share more information than is necessary for the relevant purpose.

6. Processors and Data Protection Standards

Where we use processors, they are required to act only on our instructions and to implement appropriate technical and organisational security measures. We take reasonable steps to ensure that any processor we engage handles personal data securely and in compliance with data protection law.

Processors may only use personal data for the agreed service and must not use it for their own unrelated purposes. Where possible, we use contracts that include data protection obligations, confidentiality requirements, and security expectations.

7. International Transfers

In some cases, data may be stored or processed outside the UK, for example by a cloud or software provider. If this happens, we will ensure that suitable safeguards are in place, such as an adequacy decision or approved contractual protections, so that your data remains protected to the standards required by law.

8. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements.

Our retention periods are based on the nature of the data and our legal obligations. In general:

Quotation and enquiry records may be kept for a limited period after the enquiry ends.
Booking and service records may be kept for the duration of the service and for a reasonable period afterwards.
Financial and tax records are retained for the period required by law.
Complaint or claim records may be retained for longer where necessary to resolve disputes or defend legal claims.

When personal data is no longer required, we securely delete, anonymise, or destroy it.

9. Data Security

We use appropriate security measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data-handling practices. While no system can be completely secure, we take reasonable and proportionate steps to protect your information.

10. Your Rights Under GDPR

You have certain rights in relation to your personal data. These rights may be subject to conditions and exemptions under data protection law.

Right of Access

You can request a copy of the personal data we hold about you and information about how we use it.

Right to Rectification

You can ask us to correct inaccurate or incomplete personal data.

Right to Erasure

In some cases, you can ask us to delete your personal data. This right does not apply where we must keep the data for legal reasons or where we need it to establish, exercise, or defend legal claims.

Right to Restrict Processing

You may ask us to limit how we use your data in certain situations, for example while a query about accuracy is resolved.

Right to Data Portability

Where processing is based on consent or contract and carried out by automated means, you may have the right to receive your data in a structured, commonly used, machine-readable format.

Right to Object

You may object to processing based on legitimate interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your rights, or unless we need the data for legal claims.

Rights Related to Consent

If we rely on consent, you have the right to withdraw it at any time.

To exercise your rights, you may contact us using the details we provide in service communications or account materials. We may need to verify your identity before responding.

11. Complaints

If you are concerned about how we have handled your personal data, we encourage you to raise the issue with us first so we can try to resolve it. You also have the right to make a complaint to the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been breached.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is published or otherwise communicated to you. We encourage you to review this policy periodically.

13. Summary of Our Approach

In summary, Man And A Van Chelsea processes personal data fairly, lawfully, and transparently. We only collect what we need, use it for clear business purposes, keep it no longer than necessary, and protect it with appropriate safeguards. This policy applies to all Man And A Van Chelsea customers in the Chelsea area and reflects our commitment to respecting your privacy and complying with GDPR obligations.