Privacy Policy - Man With Van Anerley

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

1. Who We Are

Man With Van Anerley acts as a data controller for the personal data we collect and process in connection with our services. This means we decide why and how personal data is used. In some situations, we may also work with third-party service providers who process data on our behalf. This Policy explains the principles we follow and the rights available to you.

2. Personal Data We Collect

We collect only the information necessary to provide and manage our services. The categories of personal data may include:

Identity details such as your name and, where relevant, the name of a business or organisation.
Contact details such as telephone number and email address.
Service information including pickup and delivery addresses, property access notes, service dates, item lists, and moving requirements.
Billing and payment information such as transaction records, invoices, and payment status.
Communication records including messages, enquiries, complaints, quotations, and service-related correspondence.
Technical and usage data if you interact with online systems used to manage bookings, such as device type, general log information, and basic analytics.
Special category data only where you choose to disclose it and it is strictly necessary for the service, for example access or support needs. We do not intentionally collect sensitive information unless there is a clear reason and lawful basis to do so.

We generally collect data directly from you, from someone acting on your behalf, or from a business partner where you have consented or requested that they arrange services for you.

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 related services.
To confirm booking details and service requirements.
To issue invoices, process payments, and maintain financial records.
To communicate with you before, during, and after the service.
To handle complaints, claims, and service disputes.
To maintain internal records and service quality.
To comply with legal, regulatory, tax, accounting, and insurance obligations.
To protect against fraud, misuse, and unauthorised access.

We will only use your data for purposes that are compatible with the reason it was collected. We do not use personal data for unrelated marketing purposes without a valid legal basis.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the context, we rely on the following bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes providing a quotation, arranging a booking, delivering the service, and managing payment.

Legal Obligation

We process certain information to meet legal requirements, such as tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing enquiries, preventing fraud, improving our services, and maintaining secure operations.

Consent

In limited cases, we rely on your consent, particularly where data is not necessary for a contract or legal duty. You can withdraw consent at any time, and this will not affect the lawfulness of processing carried out before withdrawal.

Vital Interests and Public Task

These bases are rarely used by us, but may apply in exceptional circumstances if necessary to protect someone’s life or where required by law.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the nature of the information and the service provided.

Quotation and enquiry records are typically retained for a reasonable period to manage follow-up queries and service history.
Customer and booking records are retained for the duration of the service relationship and for an appropriate period afterwards.
Financial and tax records are retained for the period required by applicable law.
Complaint and claims records may be retained for longer where needed to resolve disputes or support insurance matters.

When personal data is no longer required, we will securely delete, anonymise, or destroy it. Retention is based on necessity, not convenience.

6. Processors and Third Parties

We may share personal data with trusted third parties who act as processors or independent controllers, only where necessary and appropriate. These may include:

Payment providers who handle card or electronic payments.
Accounting and bookkeeping providers who assist with financial records and compliance.
IT and hosting providers who support data storage, communications, or system security.
Insurance providers where required for claims handling or risk management.
Professional advisers such as legal or tax advisers.
Regulators, law enforcement, or public authorities where we are legally required to disclose information.

Where processors act on our behalf, they are required to process data only according to our instructions and to implement appropriate technical and organisational security measures. We do not sell your personal data.

7. International Transfers

If any service provider stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms designed to protect your information.

8. Data Security

We take reasonable and appropriate steps to safeguard personal data against loss, misuse, unauthorised access, alteration, or disclosure. Security measures may include access controls, secure systems, staff confidentiality obligations, and careful selection of processors. However, no method of transmission or storage is completely secure, so we cannot guarantee absolute security.

9. Your Rights

As a data subject, you have a number of rights under data protection law. These rights may be subject to limitations and exceptions depending on the circumstances.

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

If you wish to exercise any of these rights, we will respond in accordance with applicable law. We may need to verify your identity before fulfilling your request.

10. Marketing Communications

We do not send unsolicited marketing that requires consent unless we have obtained it appropriately or another lawful basis applies. Where marketing is permitted, you can object at any time. If you opt out, we will stop using your data for that purpose as required by law.

11. Complaints

If you believe your personal data has been processed incorrectly or unfairly, you can raise a concern with us. You also have the right to complain to the UK Information Commissioner’s Office (ICO) if you are dissatisfied with how we handle your data. We encourage you to contact us first so we can try to resolve the matter promptly.

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 protection practices. Any revised version will apply from the date it is published. We encourage you to review this Policy periodically so that you remain informed about how we handle personal data.

Summary: This policy explains how Man With Van Anerley processes customer data in the area, including collection, lawful basis, retention, processors, security, and user rights under UK GDPR.