Privacy Policy - Man With Van Bermondsey

This Privacy Policy explains how Man With Van Bermondsey collects, uses, stores, shares, and protects personal data when providing moving, transport, delivery, loading, and related services. It applies to all Man With Van Bermondsey customers in the area, including individual clients, households, landlords, tenants, and business customers who request services within Bermondsey and the surrounding local area.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This Privacy Policy should be read alongside any service agreement, quotation, or booking terms that apply to your move or transport request.

1. Personal Data We Collect

We collect only the information necessary to provide our services, manage bookings, and meet our legal obligations. The types of personal data we may collect include:

Identity details such as your name and title.
Contact details such as phone number and email address.
Address information including pickup, delivery, billing, and access locations.
Booking and service details such as move dates, inventory information, special handling requirements, floor access, parking constraints, and service notes.
Payment information such as payment method, transaction reference, and billing records. We do not intentionally store full card details where payment is processed by secure third-party providers.
Communication records such as emails, call notes, messages, and complaint details.
Technical information if you interact with our digital systems, including device information, IP address, and basic usage data, where applicable.
Proof or verification data where needed for fraud prevention, dispute handling, or identity confirmation.

We do not intentionally collect special category data unless it is provided by you and is necessary for a specific service requirement, for example access needs, health-related assistance for safe lifting, or similar operational considerations. Where such data is provided, we will only process it when we have a valid lawful basis and appropriate safeguards.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to carry out removal, delivery, loading, unloading, and storage-related services;
to communicate with you before, during, and after a service;
to plan routes, schedules, and staffing;
to issue invoices, process payments, and manage refunds where applicable;
to handle complaints, claims, and customer support requests;
to maintain records for accounting, tax, and regulatory compliance;
to protect our business, staff, and customers from fraud, misuse, or unlawful activity;
to improve our services, operations, and customer experience;
to comply with legal obligations and respond to lawful requests from authorities.

We only use your data for purposes that are compatible with the reason it was collected. If we need to use your data in a new way that is not compatible, we will ensure that we have a valid lawful basis and, where required, will inform you.

3. Lawful Basis for Processing

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

Contract – where processing is necessary to provide a quote, accept a booking, deliver services, or manage your service relationship.
Legal obligation – where we must keep records, comply with tax rules, or meet other regulatory requirements.
Legitimate interests – where processing is needed to run and improve our business, prevent fraud, manage disputes, maintain security, and protect staff and customers, provided these interests do not override your rights and freedoms.
Consent – where we rely on your explicit permission, for example for certain optional communications or where special category data is processed outside another lawful basis.

If we rely on legitimate interests, we assess the impact on your rights and only process data where that use is reasonable and proportionate. If we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties when necessary to deliver our services or meet legal obligations. These parties act either as processors or independent controllers depending on the context.

Processors we may use

Payment processors to complete secure card or electronic transactions.
IT and hosting providers that support our booking, communication, storage, and security systems.
Email, messaging, and customer management providers used to manage service communications and records.
Accounting and invoicing providers used for bookkeeping, reporting, and tax records.
Insurance, claims, and risk management providers where necessary to handle incidents or claims.
Subcontractors or operational partners who assist in service delivery under our instructions and data handling requirements.

Where we use processors, they are required to process personal data only on our instructions, keep it secure, and comply with data protection obligations. We do not sell your personal data.

We may also disclose data to law enforcement, courts, regulators, or other authorities where required by law or where we believe disclosure is necessary to protect legal rights, public safety, or our legitimate interests.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, insurance, and dispute resolution requirements. Retention periods may vary depending on the type of information and the reason it is held.

Booking and service records are typically retained for a period necessary to manage the customer relationship and resolve any post-service issues.
Financial and tax records are kept for the periods required by law.
Complaints, claims, and correspondence may be retained longer where needed to defend legal claims or demonstrate compliance.
Technical logs are kept for security, monitoring, and maintenance purposes for a limited period.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in a safe manner. If retention is extended due to a legal claim, audit, or regulatory requirement, we will keep only the data necessary for that purpose.

6. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted sharing of information on a need-to-know basis.

While we take data security seriously, no system can be guaranteed completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in accordance with applicable law, which may include notifying the relevant supervisory authority and affected individuals where required.

7. Your Rights

As a data subject under the UK GDPR, you have rights in relation to your personal data. These may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit processing in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format, where applicable.
Right to withdraw consent – where processing is based on consent.
Right to complain – to lodge a complaint with the Information Commissioner’s Office if you believe your data rights have been infringed.

We may need to verify your identity before responding to a rights request. Some rights may not apply in all circumstances, for example where we must retain data to comply with legal obligations or defend a claim.

8. International Transfers

Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, approved contractual terms, or other lawful transfer mechanisms. We will only transfer data where necessary and where appropriate protections exist.

9. Children’s Data

Our services are intended for adults or organisations arranging moving and transport services. We do not knowingly collect personal data from children unless it is incidentally provided in the course of arranging a family move or related service and is necessary for operational purposes. In such cases, we process that data only as needed and with appropriate care.

10. 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 handling practices. The updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

11. Our Commitment

Man With Van Bermondsey is committed to respecting your privacy and processing your personal data responsibly. We aim to collect only what we need, use it fairly, keep it secure, and retain it only for as long as necessary. By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection law.

This policy is intended to provide clear and accessible information to customers in Bermondsey and the surrounding area. It is not a substitute for independent legal advice.