Privacy Policy - Man And Van Croydon

Man And Van Croydon is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and safeguard personal information when you use our moving, delivery, loading, unloading, and related services. It applies to all Man And Van Croydon customers in the area, including individuals and businesses who request, book, receive, or enquire about 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 And Van Croydon acts as the data controller in relation to the personal data we collect and process in connection with our services. This means we decide why and how your personal data is used. We only process data that is necessary, relevant, and proportionate to the service you request.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity details such as your name, title, and business name where relevant.
Contact details such as your address, email address, and telephone number.
Service information including collection and delivery addresses, moving dates, item lists, access notes, property details, and special instructions.
Payment information such as billing details, transaction references, and payment status.
Communication records including enquiries, quotations, complaints, service updates, and correspondence.
Technical data such as IP address, device information, and basic usage information if you interact with us electronically.
Verification details where needed to confirm identity or prevent fraud.

We do not intentionally collect special category data unless it is strictly necessary and you have provided it voluntarily or it is otherwise required by law. Special category data may include information about health, religion, ethnic origin, or similar sensitive details. If such data is ever needed, we will apply additional safeguards and rely on an appropriate lawful basis.

3. How We Collect Your Data

We collect personal data in the following ways:

Directly from you when you request a quote, make a booking, or communicate with us.
From third parties acting on your behalf, such as family members, agents, landlords, or business representatives.
From service providers involved in scheduling, payment processing, or operational support.
Automatically through electronic systems where applicable, such as website forms or email interactions.

We only collect what is necessary for legitimate business purposes and to provide a safe, efficient, and reliable moving service.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of your personal data. We rely on one or more of the following:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, arranging collections and deliveries, carrying out removals, and handling payment-related administration.

Legitimate Interests

We may process personal data where it is reasonably necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving our services, preventing fraud, managing enquiries, maintaining service records, and ensuring operational planning.

Legal Obligation

We may process data where required to comply with legal obligations, including accounting, tax, recordkeeping, insurance, and regulatory requirements.

Consent

Where consent is required, for example in certain marketing or optional processing situations, we will ask for it clearly and you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before it was withdrawn.

5. How We Use Your Data

We use your personal data for the following purposes:

To provide quotations and assess service requirements.
To arrange and deliver moving or transport services.
To communicate with you before, during, and after a booking.
To manage payments, refunds, and invoicing.
To respond to complaints, queries, and service issues.
To maintain accurate business and compliance records.
To improve our services, processes, and customer experience.
To protect against fraud, misuse, or security incidents.

We will only use your information in ways that are fair, lawful, and transparent. We do not sell your personal data.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors on our behalf. These processors are only permitted to use your data according to our instructions and are required to implement appropriate security measures. Examples may include:

Payment processors for handling card or electronic transactions.
IT and cloud service providers for secure data storage, email systems, and administration tools.
Accounting or bookkeeping providers for financial recordkeeping and tax compliance.
Scheduling or communications systems used to manage bookings and operational updates.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We may also disclose personal data where required by law, court order, law enforcement request, or to protect our rights, property, staff, customers, or the public. If a processor is located outside the UK, we will ensure that appropriate safeguards are in place to protect your data.

7. Data Retention

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

Booking and service records may be kept for a reasonable period after completion to manage queries, disputes, and legal obligations.
Financial records are retained in line with tax and accounting requirements.
Communication records may be kept for operational and evidential purposes.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. We regularly review retention needs to ensure we do not keep data for longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of our systems. While no method of transmission or storage is completely secure, we take reasonable steps to reduce risk and protect your information.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the circumstances and legal basis of processing:

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 data.
Right to erasure – to request deletion of your data in certain situations.
Right to restrict processing – to ask us to limit the use of your data in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent.

To exercise your rights, you may need to provide enough information for us to verify your identity. We may not always be able to comply fully where data must be retained for legal reasons or where an exemption applies.

10. Marketing Preferences

If we ever send you marketing communications, we will do so in line with applicable law. You can opt out of marketing at any time. Where required, we will obtain your consent before sending promotional messages. Service-related messages, such as booking confirmations and operational updates, are not marketing and may still be sent where necessary.

11. International Transfers

In limited cases, your data may be processed outside the UK by a trusted processor or service provider. Where this happens, we will ensure adequate safeguards are in place, such as approved contractual protections or other lawful transfer mechanisms, to keep your data protected in accordance with applicable law.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any revised 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 their data is handled.

13. Summary of Our Commitment

Man And Van Croydon processes personal data fairly, lawfully, and transparently. We collect only the data we need, use it for clear purposes, retain it only as long as necessary, and share it only with trusted processors or where required by law. We respect your rights and aim to handle all customer information with care, confidentiality, and accountability.