Privacy Policy - Man And Van Tooting

This Privacy Policy explains how Man And Van Tooting collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Tooting customers in the area, including anyone who requests, books, receives, or enquires about our moving, delivery, packing, loading, unloading, and related services. 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

For the purposes of data protection law, Man And Van Tooting acts as the data controller for the personal information described in this policy. This means we decide why and how your personal data is processed when you use our services or interact with us in relation to a booking, enquiry, quote, complaint, or service-related communication.

2. Personal Data We Collect

We only collect personal data that is necessary for providing and managing our services. The information we may collect includes:

Identity details such as your name and, where relevant, business name.
Contact details such as phone number, email address, and service address.
Booking information including service dates, moving details, property access information, item lists, and special handling requirements.
Payment information such as payment status, billing records, and transaction references. We do not store full card details unless expressly required by a secure payment provider.
Communication records including emails, messages, complaints, feedback, and notes from calls or service discussions.
Technical data such as basic website or device information if you contact us through digital channels, including IP address, browser type, and usage data where applicable.
Service evidence such as photographs or written records taken to document item condition, delivery status, or completed work, where necessary.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific request, for example, accessibility requirements or health-related information that affects service delivery. When such information is provided, we handle it with extra care and only where a lawful basis exists.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, arrange bookings, and deliver moving or man and van services.
To communicate with you about your booking, schedule changes, and service updates.
To prepare invoices, process payments, and maintain accounting records.
To manage customer service issues, complaints, claims, and follow-up queries.
To maintain internal records, improve our services, and monitor service quality.
To comply with legal and regulatory obligations, including tax, accounting, and insurance requirements.
To protect our business, staff, customers, and property from fraud, misuse, or legal claims.

We only use your data for the purpose for which it was collected, unless we reasonably need to use it for another compatible purpose and the law allows us to do so.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the context, Man And Van Tooting relies on one or more of the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you, such as providing a quote, confirming a booking, carrying out a move, or issuing an invoice.

Legal Obligation

We may process data to comply with legal requirements, including accounting, taxation, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This can include business administration, service improvement, fraud prevention, and maintaining evidence of completed work.

Consent

Where consent is required, such as for certain optional communications or the use of specific non-essential data, we will ask for clear permission. You can withdraw consent at any time where processing relies on consent.

Vital Interests

In rare circumstances, we may process data to protect someone’s life or physical safety.

5. Data Sharing and Processors

We may share personal data with trusted third parties only when necessary for business operations, legal compliance, or service delivery. These third parties may act as processors or independent controllers depending on their role.

Examples of processors and service providers may include:

Payment providers that securely process card or electronic payments.
Accounting and bookkeeping providers that help manage invoices, receipts, and financial records.
IT and cloud service providers that support storage, messaging, scheduling, or data security.
Customer communication tools used to manage emails, booking confirmations, or service updates.
Insurance or legal advisers where required to handle claims, disputes, or compliance matters.

We require all processors to protect personal data, act only on our instructions, and implement appropriate security measures. We do not sell your personal data. We do not share it for unrelated marketing by third parties without a proper lawful basis.

6. International Transfers

If any processor stores or accesses data outside the United Kingdom, we will take appropriate safeguards to ensure your personal information remains protected. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and insurance requirements. Retention periods depend on the type of information and the reason for processing.

Booking and service records are generally retained for the period needed to manage the customer relationship and resolve any post-service issues.
Financial records are retained for the duration required by tax and accounting law.
Correspondence and complaints may be retained for a reasonable period to evidence communication and support dispute resolution.
Security and fraud-related records may be retained longer where necessary to protect our legal interests.

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

8. Data Security

We use appropriate technical and organisational measures to safeguard personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, encryption where suitable, staff awareness, and restricting personal data to those who need it for legitimate business purposes. While no system can be guaranteed completely secure, we work to protect your data to a high standard.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

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 circumstances.
Right to restriction – you can ask us to limit processing 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 transfer of certain data to you or another provider where technically feasible.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exemptions or limitations. We will always explain our response clearly if we cannot fully comply with a request.

10. How to Exercise Your Rights

If you wish to exercise any of your rights, we may ask for information to verify your identity before responding. This helps us protect your data from unauthorised access. We aim to respond to valid requests within one month, although this period may be extended where the request is complex or multiple requests are made.

11. Cookies and Similar Technologies

If you interact with our digital services, we may use limited cookies or similar tools for basic functionality, security, and performance measurement. Where consent is required for non-essential cookies, we will seek permission before placing them. You can manage browser settings to control cookies, although some features may not work correctly if cookies are disabled.

12. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a household move or service arrangement and only where appropriate safeguards are in place.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or service arrangements. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we handle personal data.

14. Complaints

If you are concerned about how your personal data has been handled, you have the right to raise a complaint with the relevant supervisory authority in the United Kingdom. You may also contact us directly to discuss your concern so we can review and address it appropriately.

15. Summary of Our Commitment

Man And Van Tooting is committed to respecting your privacy and keeping your personal data secure. We collect only what we need, use it for clear and lawful purposes, retain it for no longer than necessary, and work with trusted processors under strict safeguards. This policy applies to all Man And Van Tooting customers in the area and is designed to ensure your information is handled with fairness, transparency, and care.