Privacy Policy - Man With Van West Norwood

Man With Van West Norwood is committed to protecting the privacy and personal data of all customers in the West Norwood area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing our moving, packing, loading, transport, and related services. It applies to all Man With Van West Norwood customers in the area, including individuals, households, landlords, tenants, and businesses that use our services.

1. Who We Are

For the purposes of data protection law, Man With Van West Norwood acts as the data controller for the personal data we collect and process in connection with our services. This means we decide how and why your personal data is used. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Personal Data We Collect

We only collect data that is necessary to provide our services effectively, manage our business, and meet legal obligations. The personal data we may collect includes:

Identity details: name, title, and, where relevant, company name.
Contact details: address, email address, and telephone number.
Service details: move date, pickup and delivery addresses, inventory details, access requirements, and special instructions.
Payment information: billing details, transaction records, and payment status. We do not retain full card details where payment processing is handled securely by third-party providers.
Communication records: emails, messages, quotations, complaints, and service-related notes.
Technical and usage data: limited information collected when you interact with our digital systems, such as IP address, browser type, and device information, where applicable.
Photographic or condition records: if needed for documenting property condition, item condition, or service delivery evidence.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it, or there is a clear legal basis for doing so. Special category data may include information about health, religion, or other sensitive details. If such data is ever processed, it will be handled with extra care and only where a lawful basis exists.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes, confirm bookings, and deliver moving services;
to plan routes, allocate staff, and manage logistics;
to communicate with you about your service or account;
to process payments, refunds, and invoices;
to respond to queries, complaints, and service issues;
to maintain business records and improve our services;
to comply with legal, tax, insurance, and regulatory obligations;
to prevent fraud, misuse, and unauthorised access;
to establish, exercise, or defend legal claims where necessary.

We only use personal data for purposes that are compatible with the reason it was originally collected. We will never sell your personal information. Any use of data for marketing, where applicable, will be limited, lawful, and subject to your rights and preferences.

4. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis to process your personal data. Depending on the context, we rely on one or more of the following lawful bases:

Contract: where processing is necessary to provide a quotation, enter into a service agreement, or perform the moving service you requested.
Legal obligation: where we must keep records for tax, accounting, insurance, or other legal requirements.
Legitimate interests: where processing is necessary for our legitimate business interests, such as managing operations, improving service quality, preventing fraud, and maintaining security, provided your rights do not override those interests.
Consent: where we rely on your freely given consent, for example for optional marketing communications or certain types of non-essential processing. You may withdraw consent at any time.
Vital interests or public task: these bases are unlikely to apply in most cases, but may be used in exceptional circumstances if required by law.

Where we process special category data, we will only do so if an additional condition under data protection law applies, such as explicit consent or another lawful exception.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties act either as processors or, in some cases, as independent controllers.

Examples of processors may include:

Payment processors that handle secure card or bank transactions;
IT and cloud service providers that store or support our data systems;
Accounting or bookkeeping providers that assist with financial records and tax compliance;
Communications providers that help deliver emails, messages, or booking confirmations;
Insurance providers or claims handlers where service-related incidents must be managed;
Subcontracted service partners where additional moving support is required to complete a booking.

All processors are required to protect your data, process it only on our instructions, and apply appropriate security measures. Where data is transferred outside the UK, we will ensure suitable safeguards are in place in line with applicable law.

We may also disclose personal information where required by law, court order, law enforcement, or other regulatory authorities. If our business is sold, merged, or restructured, personal data may be transferred as part of that transaction, subject to legal protections.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting obligations. Retention periods may vary depending on the type of data and the reason for processing.

Quotation and booking records: kept for a reasonable period to manage service history and customer support.
Invoices and payment records: retained for the period required by tax and accounting law.
Communication records: retained long enough to resolve queries, disputes, or service issues.
Claims or incident records: retained as long as necessary for insurance, legal, or dispute resolution purposes.

When data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of safely. We review retention needs periodically to ensure data is not kept longer than necessary.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to personal data on a need-to-know basis. While no system can be completely secure, we take reasonable steps to safeguard your information.

8. Your Rights

Depending on the circumstances and the legal basis for processing, you may have the following rights in relation to your personal data:

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 may request deletion of your data in certain situations.
Right to restriction: you may ask us to limit how we use your data in certain cases.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you may request your data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

These rights are not absolute. In some cases, we may need to keep or process certain information to comply with legal obligations or to defend legal claims.

9. How to Exercise Your Rights

You may contact us to make a data protection request or raise a concern about how your data is handled. We may need to verify your identity before responding to your request. We aim to respond within the time limits set by law and will keep you informed if we need more information or additional time.

10. Complaints

If you have concerns about our use of your personal data, you may first raise the issue with us so we can try to resolve it. You also have the right to lodge a complaint with the UK supervisory authority responsible for data protection. We encourage you to contact us promptly so we can address your concerns fairly and efficiently.

11. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by an adult with authority to do so. If we become aware that we have collected data from a child without proper consent or authority, we will take appropriate steps to delete or protect it.

12. 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 processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

Last updated: 2026