Man and Van Surrey Privacy Policy

This Privacy Policy explains how Man and Van Surrey collects, uses, stores and protects your personal data when you use our 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 Van Surrey customers and prospective customers within our service areas in and around Surrey.

Who we are

Man and Van Surrey is a removals and transport service provider operating in Surrey and surrounding areas. We act as the data controller in relation to the personal data we collect and use about our customers and prospective customers.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The main categories of data we may collect are:

Identification and contact details, such as your name, address, pick up and drop off addresses, and any alternative contact person you provide.

Communication details, such as the content of your enquiries, messages, and any feedback you provide about our services.

Service and booking information, such as the type of move or transport required, dates and times, size and contents of the move where described by you, access details, and any special instructions or notes.

Billing and payment information, such as information about the price quoted, invoices issued, payment status, payment method used and related transaction records. Payment card details are handled by our payment service providers and we do not retain full card details.

Technical and usage data, where relevant, such as information about how you use our website or online forms. This may include IP address, device information, browser type and approximate location, where collected via cookies or similar technologies.

Job application information, if you apply to work with us, such as your work history, qualifications, references and right to work documentation, where applicable.

How we collect your data

We collect personal data in the following ways:

Directly from you when you contact us by phone, through an online form, or in person to request a quote, make a booking or ask a question.

During the performance of our services, for example when our team attends your property to carry out a move, or when we record service notes for operational purposes.

From third parties where necessary, for example from comparison or referral websites that you may have used to request a quote for moving services, or from business partners where we jointly deliver services.

Automatically when you visit our website, where technical data and cookie information may be collected in accordance with your browser settings and any cookie preferences you have expressed.

Lawful bases for processing

We process your personal data only when we have a lawful basis to do so under data protection legislation. Depending on the context, we rely on the following lawful bases:

Contract: We process your data when it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. For example, we need your contact and address details to provide you with a quote and to carry out your move.

Legitimate interests: We process your data where it is necessary for our legitimate business interests and these are not overridden by your rights and freedoms. Examples include managing our business operations, improving our services, preventing fraud, and keeping basic records of previous jobs for reference and dispute resolution.

Legal obligation: We may process your data when we are required to comply with legal obligations, such as maintaining appropriate financial and tax records or responding to lawful requests from authorities.

Consent: In limited cases, we may rely on your consent, for example for certain forms of marketing communication or the use of particular optional cookies. Where we rely on consent, you are free to withdraw it at any time.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotes, manage bookings and deliver our moving and transport services.

To communicate with you about your enquiry, booking status, changes to your move or follow up after a service is completed.

To manage payments, issue invoices and handle any billing queries or disputes.

To operate, maintain and improve our website, services and customer experience.

To maintain business and financial records, including for accounting and tax purposes.

To handle complaints, claims or disputes and to enforce our contractual rights.

To send you service related notifications and, where permitted, information about similar services that may be of interest, subject to your marketing preferences.

To comply with legal and regulatory requirements and to assist law enforcement where we are legally obliged to do so.

Data processors and third parties

We may share your personal data with trusted third parties who act as data processors on our behalf. These processors are only permitted to process your data in accordance with our instructions and for the purposes set out in this Privacy Policy. They are required to keep your data secure and to comply with data protection laws.

Types of processors we may use include:

IT and hosting providers who host our website, email systems and data storage.

Payment service providers who process payments on our behalf.

Customer relationship, booking or scheduling tools used to manage enquiries and jobs.

Professional advisers such as accountants or legal advisers where needed for business or legal reasons.

We may also share data with other third parties in specific circumstances, for example:

Where required by law, such as with regulatory authorities, law enforcement or courts.

Where necessary in connection with legal claims or to protect our rights, property or safety, or those of our customers or others.

If our business is subject to a reorganisation, sale or transfer, where your data may be shared with prospective or actual purchasers and their advisers, subject to appropriate confidentiality protections.

International data transfers

Where any of our processors or service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place before any personal data is transferred. These may include the use of standard contractual clauses or other legally recognised transfer mechanisms designed to protect your data.

Data retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including for satisfying any legal, regulatory, tax, accounting or reporting requirements.

In general, we retain customer booking and invoicing records for the period required by applicable tax and accounting laws, which is typically several years after the end of the financial year in which the transaction took place.

Enquiry information that does not lead to a booking may be retained for a shorter period to allow us to respond to your requests, manage our records and improve our services.

Where we rely on consent for marketing purposes, we will retain your contact details for marketing until you withdraw your consent or object to such processing, after which we will remove you from our marketing lists while maintaining limited records to ensure we respect your preferences.

When personal data is no longer required, we will either delete it securely or anonymise it so that it can no longer be associated with you.

Security of your personal data

We take the security of your personal data seriously and implement appropriate technical and organisational measures designed to protect it against unauthorised access, accidental loss, destruction or damage. Measures may include access controls, secure storage, encryption where appropriate and staff training on data protection responsibilities.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions. 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 inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purpose for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction: You can ask us to restrict the processing of your data in certain situations, such as while we are checking its accuracy or assessing an objection you have raised.

Right to data portability: You can request that we provide you with your personal data in a structured, commonly used and machine readable format, or ask us to transmit it directly to another controller where technically feasible and where the processing is based on consent or contract.

Right to object: You can object at any time to processing based on our legitimate interests, including profiling, and we will stop processing your data unless we have compelling legitimate grounds or need to process it in connection with legal claims. You also have an absolute right to object to direct marketing.

Rights in relation to automated decision making: You have rights related to automated decision making and profiling, although we do not currently use your data to make decisions that have legal or similarly significant effects solely by automated means.

How to exercise your rights

If you wish to exercise any of your rights, or if you have any questions or concerns about how we handle your personal data, you can contact us using the contact details provided on our website or through the usual communication channels you have used to reach us. We may need to verify your identity before responding to your request. We aim to respond within the timeframes required by law.

Complaints

If you are unhappy with how we have handled your personal data, you are encouraged to contact us first so we can try to resolve your concerns. You also have the right to lodge a complaint with the relevant supervisory authority for data protection in the United Kingdom.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or other factors. Any updated version will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.