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 area, including anyone who requests a quote, books a move, receives a service, or communicates with us in relation to our removals, deliveries, packing, or related support services.

We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect and use personal information when there is a valid reason to do so, and we aim to keep information accurate, secure, and only for as long as needed.

1. Information We Collect

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

Identity details such as your name and title.
Contact details such as telephone number, email address, and address information.
Service details including moving dates, inventory notes, access instructions, and service preferences.
Billing and payment information where relevant to invoicing and payment processing.
Communication records such as emails, messages, call notes, and any feedback or complaints you provide.
Technical information limited to what is necessary for maintaining secure systems, such as basic device or usage data if collected through our digital tools.

We usually collect data directly from you when you make an enquiry, request a quotation, confirm a booking, or communicate with us. In some cases, we may receive information from third parties where needed to provide the service, for example from property managers, agents, or payment providers, but only where this is appropriate and lawful.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan, deliver, and improve our moving and transport services;
to communicate with you about your service;
to process payments and issue invoices;
to manage customer support, complaints, and service records;
to maintain business records and meet legal obligations;
to protect our business, staff, and customers from fraud or misuse.

We use only the information necessary for the relevant purpose. Where possible, we reduce the amount of personal data processed and limit access to staff or contractors who need it for legitimate business reasons.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the situation, Man And Van Surrey may rely on one or more of the following legal bases:

Contract ??? when processing is necessary to provide a quote, carry out a booking, or perform our moving services.
Legal obligation ??? when we must keep records for tax, accounting, insurance, or regulatory reasons.
Legitimate interests ??? when processing is needed to run and improve our business, handle enquiries, protect against fraud, or manage service administration, provided your rights do not override those interests.
Consent ??? in limited cases where we ask for permission before processing certain data, such as specific optional communications. If consent is used, you may withdraw it at any time.

We do not rely on lawful basis lightly. Each processing activity is reviewed to ensure it is necessary, proportionate, and consistent with data protection principles.

4. Data Sharing and Processors

We may share personal data with trusted third parties that help us operate our business. These parties act as processors or independent service providers and only process data on our instructions or where permitted by law. Examples may include:

IT and cloud storage providers used for secure record keeping and system support;
payment service providers used to handle transactions;
accounting and bookkeeping providers used for financial administration;
communication and email service providers used to manage customer correspondence;
insurance or legal advisers where necessary to manage claims, disputes, or compliance matters;
subcontracted service partners who assist with delivery or relocation work when required to complete the service.

We require processors to protect personal data, use it only for the agreed purpose, and apply appropriate security measures. We do not sell personal data. If data is shared with an external party for legal or operational reasons, we ensure that appropriate safeguards are in place.

International Transfers

If any processor stores or accesses data outside the UK, we take steps to ensure that the transfer is lawful and protected by suitable safeguards. This may include approved contractual arrangements and security controls designed to keep data safe.

5. Data Retention

We keep personal data only for as long as it is needed for the purposes for which it was collected, or as required by law. Retention periods may vary depending on the type of data and the reason for processing. In general:

quotation and enquiry records are kept for a limited period to manage follow-up, dispute handling, and business administration;
booking and service records are retained for the duration of the service and for a reasonable period afterwards;
financial and accounting records are kept for the period required by tax and accounting rules;
complaints or incident records may be kept longer where needed to resolve issues or defend legal claims.

When the retention period ends, information is securely deleted, anonymised, or destroyed. We review stored data periodically to ensure that we are not keeping information for longer than necessary.

6. Your Rights

You have rights under data protection law in relation to your personal data. Subject to legal conditions and exemptions, these may include:

the right of access to request a copy of the personal data we hold about you;
the right to rectification to correct inaccurate or incomplete information;
the right to erasure in certain circumstances, sometimes called the right to be forgotten;
the right to restrict processing in certain situations;
the right to object to processing based on legitimate interests or direct marketing where applicable;
the right to data portability for data processed by automated means on the basis of consent or contract, where applicable;
the right to withdraw consent where processing relies on consent;
the right to lodge a complaint with the Information Commissioner???s Office if you believe your rights have not been respected.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff awareness, and limited access to records on a need-to-know basis. While no system can be guaranteed completely secure, we take data protection seriously and review our safeguards regularly.

8. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the way we process personal data. The latest version will always describe how we handle information at the time it is collected or used. We encourage customers to review this policy periodically so they remain informed about how their data is protected.

9. Scope of This Policy

This policy applies to all customers of Man And Van Surrey in the area, including residential and business customers, one-off users, repeat clients, and anyone interacting with us in connection with our services. By using our services or providing your personal data to us, you acknowledge that your information may be handled in accordance with this Privacy Policy and applicable data protection law.

Man And Van Surrey is committed to respecting your privacy, processing personal data responsibly, and maintaining trust through clear and lawful handling of information. If you have questions about how your data is used, your rights, or any aspect of this policy, we will do our best to provide clear answers and appropriate support.