Man and a Van Clapham Privacy Policy
This Privacy Policy explains how Man and a Van Clapham collects, uses, stores and protects personal data in connection with our moving and transportation services. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Man and a Van Clapham customers within our service area, including prospective, current and past customers who contact us, request a quote or use our services.
Who we are and scope of this policy
Man and a Van Clapham acts as the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is used when you deal directly with us as a customer or potential customer. This Policy covers personal data processed when you contact us, request a quote, make a booking, receive our services, give feedback, or otherwise interact with us in the course of our business.
Types of personal data we collect
We only collect personal data that is relevant and necessary for providing our services and running our business. The types of personal data we may collect include:
Identification and contact details such as your name, postal address, service addresses, and communication preferences.
Booking and service information such as preferred dates and times, details of properties involved in the move, access information relevant to the service, and inventory or item descriptions where required to plan the service.
Communication records such as the content of enquiries, quotes, instructions, complaints, and general correspondence between you and us.
Payment-related information such as records of payments made, amounts due, and billing history. We do not store or retain full payment card details where card payments are processed via secure third-party payment processors.
Technical and usage data such as basic device or browser information, and general interaction information when you visit our online channels, to the extent this is collected through cookies or similar technologies in a manner that complies with applicable law.
How we collect your personal data
We may collect personal data in several ways, including:
Directly from you when you contact us, request a quote, make a booking, provide instructions, or give feedback or complaints.
During the provision of services when our staff visit your premises and obtain information necessary to perform the service safely and effectively.
From third parties who assist in providing services, such as booking platforms or referral partners that pass on your contact details and service requirements, where you have given them permission to do so.
Automatically through our online presence using cookies or similar technologies, subject to applicable consents and settings.
Lawful bases for processing your data
We process your personal data under one or more of the following lawful bases:
Contract: To take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotes, managing bookings, delivering moving services, communicating with you about your booking, and handling billing and payments.
Legal obligation: To comply with legal and regulatory requirements, such as maintaining appropriate business records, tax, accounting and insurance obligations, and responding to lawful requests from authorities.
Legitimate interests: To pursue our legitimate business interests in a way that does not override your rights and freedoms. This may include managing and improving our services, responding to enquiries, preventing and detecting fraud or misuse, training staff, maintaining security, and defending or exercising legal claims.
Consent: In limited cases where required by law, for example certain types of marketing or the use of non-essential cookies, we will rely on your consent. Where we rely on consent, you can withdraw it at any time.
How we use your personal data
Your personal data may be used for the following purposes:
To provide quotations, confirm availability, and manage bookings for our moving and transportation services.
To deliver the services you have requested, including planning routes, coordinating staff and vehicles, and carrying out moves at the agreed times and locations.
To communicate with you about your enquiry or booking, including updates, changes, service reminders and responses to your questions.
To process payments, issue invoices and receipts, and manage any outstanding balances.
To manage customer service matters, including complaints, feedback, claims and service improvements.
To keep appropriate business records and comply with our legal and regulatory obligations.
To protect our business, staff, customers and property, including for security, fraud prevention and legal claim management.
Data sharing and use of processors
We do not sell your personal data. We may share your personal data with carefully selected third parties where necessary for the purposes described above. These third parties may act as data processors who process personal data on our behalf and under our instructions, or in some cases as independent controllers.
Types of data processors we may use include:
Payment processing providers who securely handle card transactions and other payment methods.
IT and hosting providers who supply systems, software, data storage and communication tools used to manage bookings, records and communications.
Professional advisers such as accountants, insurers and legal advisers who require access to certain data to provide their services to us.
Other service partners involved in delivering or supporting our services, where strictly necessary to fulfil your booking or manage logistics.
When we use processors, we ensure there is a written agreement requiring them to keep your data secure, use it only in accordance with our instructions and applicable law, and not disclose it to others without proper authority.
We may also share personal data where required by law, regulation or court order, or where necessary to establish, exercise or defend legal claims.
International data transfers
Our primary data processing activities are based in the United Kingdom. If we use service providers that transfer or store personal data outside the UK or the European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to provide a similar level of protection for your personal data.
Data retention and storage
We keep personal data only for as long as is necessary for the purposes for which it was collected, and to meet any legal, accounting or reporting requirements. The length of time we retain different categories of data may vary depending on the purpose and the legal requirements that apply.
In general, we retain core customer and booking information for a period required by tax and accounting rules and to deal with any complaints, disputes or claims that may arise after the service. Communications and enquiry records may be retained for a shorter period if they do not lead to a booking, unless we need to keep them longer for legal or business reasons.
When data is no longer required, we will delete it or anonymise it so that it can no longer be linked to you. We maintain policies and procedures to manage retention and deletion in a consistent manner.
Data security
We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include limiting access to personal data to staff and processors who need it for their roles, using secure systems and storage, and training staff on data protection responsibilities.
While we take reasonable steps to secure your data, no system can be guaranteed to be completely secure. We continually review and update our safeguards in line with industry practice and legal requirements.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Man and a Van Clapham customers in our service area, subject to certain limitations and exemptions in the law. Your rights include:
Right of access: You can request confirmation that we process your personal data and ask for a copy of the data we hold about you.
Right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you can request that we delete your personal data. This is sometimes known as the right to be forgotten.
Right to restriction: You can ask us to restrict the processing of your personal data in certain situations, for example while we investigate concerns about accuracy.
Right to data portability: Where processing is based on your consent or on a contract and carried out by automated means, you can request that we provide your personal data in a commonly used, machine-readable format, or transfer it to another controller where technically feasible.
Right to object: You can object to processing based on our legitimate interests, including certain types of profiling. We will stop processing unless we have compelling legitimate grounds or we need to process the data for legal claims.
Right to withdraw consent: Where we rely on consent, you can withdraw it at any time. This will not affect the lawfulness of processing based on consent before it was withdrawn.
Exercising your rights and complaints
You can exercise your rights by contacting us with sufficient information to identify you and understand your request. We may need to verify your identity before responding. We aim to respond within the timeframes set by data protection law and will explain if an extension is needed due to the complexity or number of requests.
If you have concerns about how we handle your personal data, you should contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the UK supervisory authority for data protection if you are not satisfied with our response.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. The most current version will apply to the personal data we hold and process. We encourage you to review this Policy periodically to stay informed about how we protect your information.
