Privacy Policy - Man And Van Surrey

This Privacy Policy explains how Man And Van Surrey collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Surrey customers in the Surrey area, including anyone who books, enquires about, receives, or manages services from us. By using our services, you acknowledge that your personal data may be processed in accordance with this policy and applicable data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Surrey provides moving, transport, delivery, and related service arrangements for domestic and business customers. For the purposes of data protection law, we act as the data controller for the personal information we collect and use in connection with our services, unless we are clearly acting on behalf of another organisation that determines the purposes and means of processing.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for our business activities. The information we may collect includes:

Identity details such as your name and title.
Contact details such as address, email address, and telephone number.
Service details such as collection and delivery locations, inventory information, moving dates, access requirements, and service preferences.
Payment and billing data such as payment status, transaction reference details, and invoice records.
Communication records including enquiries, complaints, feedback, and correspondence.
Booking and account records such as quotes, service history, and notes relating to your moving requirements.
Technical data in limited circumstances, such as basic website or device information if you contact us through digital channels.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example where it is relevant to access needs or service arrangements. If such information is shared, it will be handled with appropriate 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 transport services.
To communicate about schedules, service changes, and service-related queries.
To manage payments, invoices, and records of transactions.
To handle complaints, disputes, and customer support matters.
To maintain business records and improve the quality of our services.
To meet legal, regulatory, tax, and insurance obligations.
To prevent fraud, misuse, or unlawful activity.

We only process personal data where it is relevant to the purpose for which it was collected. We do not use customer data for unrelated purposes without a lawful basis.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis to process personal data. The lawful bases we rely on are:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, completing moves, managing payments, and dealing with service-related communication.

Legal Obligation

We may process personal data where required to comply with legal or regulatory obligations, including tax reporting, accounting, record keeping, insurance, and responding to lawful requests from public authorities.

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. This may include service improvement, operational management, security, preventing fraud, and maintaining efficient customer administration.

Consent

In limited circumstances, we may rely on your consent, for example where you provide optional information or agree to specific forms of communication. Where consent is used, you may withdraw it at any time without affecting processing already carried out lawfully before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors or, in some cases, separate controllers. We only share the minimum information necessary and require appropriate protections to be in place.

Payment service providers for processing transactions.
Accounting and bookkeeping providers for financial administration and tax compliance.
IT and cloud service providers for secure storage, communications, and business systems.
Insurance providers where required for claims handling or policy administration.
Professional advisers such as legal or financial advisers when needed.
Subcontractors or operational partners where required to complete a service you have requested.

All processors are selected carefully and are required to process personal data only on our instructions, keep it secure, and comply with data protection law. We do not sell personal data.

6. International Transfers

If any personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are used. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms designed to protect your data to a standard consistent with UK GDPR requirements.

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, insurance, and reporting obligations. Retention periods depend on the type of data and the reason for holding it.

Booking and service records are typically retained for a period necessary to manage the service relationship and resolve any later issues.
Financial and tax records are retained for the legally required period.
Complaints and correspondence may be kept for a reasonable period to evidence our handling of the matter.
Enquiry data that does not lead to a booking may be retained for a limited time unless a longer period is needed for legal reasons.

When data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in a safe and responsible way.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure systems, confidentiality requirements, and restricted data handling procedures. Although no system can be completely secure, we aim to use reasonable and proportionate safeguards.

9. Your Rights

Depending on the circumstances and the legal basis used, you may have the following rights under data protection law:

Right of access to obtain a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure in certain situations, also known as the right to be forgotten.
Right to restriction of processing in certain circumstances.
Right to object to processing based on legitimate interests or direct marketing.
Right to data portability where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent where consent is the lawful basis.

You also have the right to raise concerns about how your data is handled. If you believe your rights have not been respected, you may complain to the relevant data protection authority. We encourage customers to raise concerns promptly so we can try to resolve them.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children in a manner that would be inappropriate or unlawful. If we become aware that we have received such data without a valid reason, we will take appropriate steps to delete or protect it.

11. Automated Decision-Making

We do not normally use automated decision-making that produces legal or similarly significant effects. If this changes in the future, we will update this policy and provide the information required by law.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised version will apply from the date it is published or otherwise made available. We recommend reviewing it periodically to stay informed about how we protect personal data.

13. Summary of Key Points

Man And Van Surrey processes personal data fairly, lawfully, and transparently. We collect only the information needed to provide services, manage bookings, handle payments, and meet legal obligations. We rely on contract, legal obligation, legitimate interests, and sometimes consent as the lawful basis for processing. We retain data only as long as necessary, use trusted processors under strict safeguards, and respect your data protection rights.

This Privacy Policy applies to all Man And Van Surrey customers in the Surrey area.