Privacy Policy - Man And Van Mitcham

This Privacy Policy explains how Man And Van Mitcham collects, uses, stores, shares, and protects personal data in connection with our removal and van services. It applies to all Man And Van Mitcham customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or enquire about them. 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

Man And Van Mitcham provides moving, transport, loading, unloading, and related logistical services. In the course of providing these services, we may need to process personal data about customers, property occupants, collection and delivery contacts, and other individuals involved in a booking. We only collect information that is necessary for delivering our services, managing our business, and meeting legal obligations.

2. Personal Data We Collect

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

Identity details such as name and title.
Contact details such as telephone number, email address, and service address.
Booking details such as requested dates, service type, property access information, and inventory notes.
Payment information such as billing details and transaction records, where needed to process payments and issue receipts.
Service communication records such as emails, messages, call notes, and customer instructions.
Vehicle and access information relevant to planning a move, parking, loading, or delivery.
Claims and complaint information if you contact us about damaged items, service issues, or disputes.
Technical data such as basic usage data if you interact with our digital systems, where applicable.

We do not intentionally collect special category data unless you choose to provide it in the course of communication, for example where it is relevant to access needs or health-related arrangements. If such information is received, we will only use it where necessary and lawful.

3. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes, confirm bookings, and arrange move details.
To carry out removals, transport, and related services safely and efficiently.
To communicate with customers about scheduling, access, service changes, and delivery updates.
To process payments, refunds, and invoicing.
To keep business and financial records.
To manage complaints, claims, and customer support requests.
To improve our service quality, training, and operations.
To comply with legal and regulatory obligations.
To protect our rights, property, staff, and customers.

We will only use your personal data for the purposes for which it was collected, unless we reasonably believe that we need to use it for another compatible reason and that reason is lawful.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the context, we rely on the following legal bases:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the move, and communicating essential service information.

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 administration, fraud prevention, operational planning, record keeping, and handling complaints.

Legal Obligation

We may process personal data when required to comply with a legal obligation, such as tax, accounting, insurance, health and safety, or regulatory requirements.

Consent

In limited cases, we may rely on your consent, for example for optional communications or for processing information that you voluntarily provide and that is not otherwise covered by another lawful basis. Where consent is used, you may withdraw it at any time.

5. Sharing Data and Processors

We do not sell personal data. However, we may share it where necessary with trusted third parties who help us run our business and deliver services. These parties act as data processors or independent controllers depending on the circumstances.

Processors we may use

Payment processors to handle card or electronic payments.
Accounting and bookkeeping providers to maintain financial records and support tax compliance.
IT and cloud storage providers to host, secure, and back up business data.
Communication service providers to support email, messaging, and customer correspondence.
Scheduling or administration tools used to organise bookings and internal workflows.
Insurance providers, legal advisers, and claims handlers when necessary to address disputes or protect our rights.

We require processors to handle personal data securely, to act only on our instructions where applicable, and to maintain appropriate confidentiality and data protection measures.

We may also disclose data to public authorities, law enforcement, courts, or regulators where required by law or where necessary to establish, exercise, or defend legal claims.

6. Data Retention

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

Booking and service records are generally kept for a reasonable period after service completion for administration, customer support, and dispute resolution.
Financial and tax records are retained for the period required by law.
Complaints, claims, and correspondence may be held longer where needed to resolve issues or defend legal claims.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality obligations, and staff awareness procedures. While we take reasonable steps to protect data, no system is completely secure, and we cannot guarantee absolute security.

8. International Transfers

If any processor or service provider stores or accesses data outside the UK, we will ensure that appropriate safeguards are in place in line with applicable law. This may include adequacy regulations or approved contractual protections.

9. Your Rights

As a data subject, you have several rights under data protection law. These rights may apply in different circumstances and are subject to certain legal conditions and exemptions.

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 data where there is no lawful reason for us to keep it.
Right to restriction – you can ask us to limit how we use your data 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 that certain data be provided to you or another controller in a structured, commonly used format.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to deal with requests within the time limits set by law.

10. Complaints

If you are unhappy with how we handle your personal data, you have the right to raise a complaint with the relevant data protection authority. We encourage you to contact us first so that we can try to resolve the issue promptly and fairly. We take privacy concerns seriously and will investigate legitimate complaints with care.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal duties, or data protection practices. The latest version will apply to your use of our services from the date it is published. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

Man And Van Mitcham is committed to respecting privacy and handling personal data responsibly. We collect only what we need, use it for clear and lawful purposes, retain it for no longer than necessary, and apply safeguards to protect it. This policy applies to all Man And Van Mitcham customers in area and supports our commitment to lawful, transparent, and secure data handling.