Privacy Policy - Man And Van Lewisham

This Privacy Policy explains how Man And Van Lewisham collects, uses, stores, shares, and protects personal data in connection with our moving, delivery, collection, packing, and related services. This policy applies to all Man And Van Lewisham customers in the area, including individuals, households, landlords, tenants, and business customers who use our services within our operating area.

1. Who We Are

Man And Van Lewisham provides man and van, removals, transport, and support services. In doing so, we act as a data controller for the personal data we decide to collect and process for our own business purposes. This means we determine the purposes and means of processing personal data in line with the UK GDPR and the Data Protection Act 2018.

2. Personal Data We Collect

We only collect personal data that is necessary for providing and managing our services, handling enquiries, and meeting legal and operational requirements. The information we collect may include:

• Identity details such as your name, title, and where relevant the name of a business or organisation.
• Contact details such as phone number, email address, and moving address.
• Service information including collection and delivery addresses, access details, inventory lists, service dates, and special handling instructions.
• Booking and payment information such as records of appointments, invoices, payment status, and transaction references.
• Communication records including messages, calls, and correspondence related to quotes, bookings, complaints, or service updates.
• Technical data such as basic website or device information if you contact us electronically, where applicable.
• Proof and verification data where needed for fraud prevention, security, or legal compliance.

We do not intentionally collect special category data unless you choose to provide it and it is strictly necessary for a specific service request. Special category data may include information about health, religion, ethnicity, or similar sensitive details. If we ever need to process such data, we will ensure an appropriate lawful basis and additional safeguards apply.

3. How We Use Your Data

We use personal data for the following purposes:

• to provide quotations and manage bookings;
• to plan, carry out, and complete moving or delivery services;
• to communicate with you about your service request;
• to process payments, issue invoices, and maintain business records;
• to respond to queries, complaints, or claims;
• to protect our business, staff, and customers from fraud or misuse;
• to comply with legal, accounting, insurance, and regulatory duties;
• to improve service quality, training, and operational efficiency.

We only use your data in ways that are compatible with the reasons it was originally collected, unless we have a valid legal reason to do otherwise.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, 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 arranging quotes, confirming bookings, carrying out moving services, and handling payments.

Legal Obligation

We may process data where needed to comply with legal obligations, including tax records, accounting duties, insurance requirements, or other applicable laws.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include business administration, record keeping, service improvement, fraud prevention, and internal quality control. We always consider whether processing is fair, necessary, and proportionate.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to receive certain types of marketing communication or where special processing requires consent. You may withdraw consent at any time where consent is the basis used.

5. How Long We Keep Your Data

We keep personal data only for as long as necessary to fulfil the purposes described in this policy and to meet legal requirements. Retention periods depend on the type of data and why it is held.

• Booking and service records: kept for a reasonable period after service completion to manage disputes, feedback, and administration.
• Financial and tax records: kept for the period required by law.
• Correspondence and complaint records: kept for as long as needed to resolve the matter and demonstrate proper handling.
• Marketing preferences: kept until you opt out or until the data is no longer needed.

When personal data is no longer required, we will securely delete it, anonymise it, or otherwise dispose of it safely.

6. Sharing Your Data with Processors and Third Parties

We may share personal data with trusted third parties who act as processors on our behalf. Processors only handle data according to our instructions and are required to protect it appropriately. They may include:

• payment service providers;
• accounting and bookkeeping providers;
• IT, cloud storage, and software providers;
• email and communication service providers;
• insurance providers;
• professional advisers such as lawyers or accountants;
• subcontracted movers or logistics partners where necessary to deliver the service.

We may also disclose personal data if required by law, court order, or public authority, or where necessary to protect our rights, property, staff, customers, or the safety of others.

We do not sell your personal data.

7. International Transfers

If any of our processors store or access data outside the United Kingdom, we will ensure appropriate safeguards are in place. These safeguards may include recognised transfer mechanisms and contractual protections designed to keep your data secure and lawfully transferred.

8. Security of Your Data

We take reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. Such measures may include access controls, secure storage, staff confidentiality obligations, and limited access to data on a need-to-know basis.

While no system can be guaranteed completely secure, we work to maintain appropriate safeguards and review them regularly.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limitations, these rights include:

• Right of access – you may request a copy of the personal data we hold about you.
• Right to rectification – you may ask us to correct inaccurate or incomplete data.
• Right to erasure – in certain circumstances, you may request deletion of your data.
• Right to restrict processing – you may ask us to limit how we use your data in specific situations.
• Right to data portability – you may request that certain data be provided to you or another controller in a structured format.
• Right to object – you may object to processing based on legitimate interests or direct marketing.
• Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will assess the request in accordance with applicable law. In some cases, we may need to keep certain information for legal, accounting, or operational reasons.

10. Marketing

We may send marketing messages only where allowed by law. If you receive marketing communication and no longer wish to receive it, you may object or opt out at any time. We will respect your preferences and update our records accordingly.

11. Children’s Data

Our services are generally directed to adults arranging moving or delivery services. We do not knowingly collect personal data from children unless it is necessary in connection with a service booking and provided by an adult with authority to do so. If we learn that we have collected data from a child without proper authority, we will take appropriate steps to delete it.

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 updated version will apply from the date it is issued. We encourage customers to review this policy periodically to remain informed about how personal data is processed.

13. Contact and Complaints

If you have concerns about how your personal data is handled, you should first raise the matter with us so we can review and address it. 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 infringed.

This Privacy Policy is intended to provide clear information about our data practices and to support compliance with applicable UK data protection law.