Privacy Policy for Man With Van Dulwich

This Privacy Policy explains how Man With Van Dulwich collects, uses, stores, shares, and protects personal data when providing moving, delivery, loading, and related transport services. It applies to all Man With Van Dulwich customers in the area, including individuals and businesses who request quotes, make bookings, communicate with us, or otherwise use our services.

1. Who We Are

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Man With Van Dulwich is the data controller for the personal data described in this policy. This means we determine why and how your personal data is processed in connection with our services.

2. Personal Data We Collect

We only collect personal data that is necessary to provide and manage our services effectively. The types of information we may collect include:

Identity details such as your name and, where relevant, company name.
Contact details such as your phone number and email address.
Service information such as pickup and delivery addresses, property access details, move dates, item lists, and special handling requirements.
Payment and billing information such as payment method, invoice details, and transaction records.
Communication records including emails, call notes, booking changes, complaints, and service feedback.
Technical data such as basic website or device information if you interact with our online channels, including IP address, browser type, and cookies where applicable.
Business records such as service history, estimates, contracts, and internal administration notes.

We do not intentionally collect special category data unless you voluntarily provide it and it is necessary for a specific service requirement, such as accessibility or health-related handling instructions. Where such data is provided, we will process it only where lawful and appropriate safeguards are in place.

3. How We Collect Data

We may collect personal data directly from you when you:

Request a quote or make a booking.
Communicate with us by phone, email, or message.
Provide move details, access instructions, or item information.
Submit feedback, complaints, or service queries.

We may also receive data from third parties where necessary to perform our services, such as:

Estate agents, landlords, property managers, or business contacts acting on your behalf.
Payment providers and accounting systems.
Trusted service partners involved in fulfilling the booking.

4. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and manage bookings.
To carry out moving and transport services safely and efficiently.
To communicate with you before, during, and after a service.
To process payments, invoices, and refunds.
To keep business and service records accurate.
To respond to enquiries, complaints, and requests.
To improve our services, training, planning, and customer experience.
To comply with legal, tax, accounting, and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

5. Lawful Basis for Processing

We process your personal data under one or more of the following lawful bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the move, and managing payment or service issues.

Legal Obligation

We may process and retain certain data to comply with legal obligations, including tax records, accounting requirements, and recordkeeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these do not override your rights and freedoms. This includes service administration, customer communication, fraud prevention, quality control, business improvement, and internal reporting.

Consent

Where required by law, we may rely on your consent, for example for certain marketing communications or non-essential cookies. You may withdraw consent at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, such as where urgent information is necessary to prevent serious harm during a move.

6. Sharing and Processors

We do not sell your personal data. We may share it only when necessary and proportionate for the delivery of our services or to meet legal obligations. Where third parties process personal data on our behalf, they act as processors and are required to handle data securely and only under our instructions.

Examples of processors or service providers may include:

Payment processors that handle card or online payment transactions.
Accounting and invoicing providers that support billing and financial recordkeeping.
IT and cloud storage providers that host systems, email, and backups.
Customer communication tools used for booking confirmations and service updates.
Operational subcontractors or partners assisting with moving or delivery services, where needed to fulfil your booking.

We may also disclose data to legal, regulatory, insurance, or law enforcement bodies where required or permitted by law. If data is transferred outside the UK, we will ensure appropriate safeguards are in place in accordance with data protection law.

7. 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 may vary depending on the type of data and the nature of the service.

Quotation and booking records are kept for a reasonable period to manage queries, service follow-up, and business records.
Financial and tax records are retained for the period required by law.
Communication and complaint records may be kept longer if needed to resolve disputes or demonstrate compliance.
Technical and marketing data are retained only as long as necessary for the relevant purpose.

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

8. Your Rights Under GDPR

You have rights over your personal data under data protection law. Subject to legal limitations, these may include:

Right of access – to request a copy of the 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 circumstances.
Right to restriction – to ask us to limit the way we use your data in certain cases.
Right to data portability – to receive your data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you can 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 protection rights have been breached. We encourage you to contact us first so we can try to resolve any concerns promptly and fairly.

9. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our procedures. While we take data security seriously, no system can be guaranteed to be completely secure.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is provided by an adult customer as part of a service arrangement and only where necessary. If we become aware that we have collected such data inappropriately, we will take steps to delete it.

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 updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how your data is handled.

12. Summary of Our Commitment

Man With Van Dulwich is committed to handling personal data lawfully, fairly, and transparently. We collect only the data needed to deliver services, rely on appropriate lawful bases, retain information only as long as necessary, and use trusted processors under strict controls. We respect your rights and aim to maintain your trust through responsible and secure data practices.