Privacy Policy - Man With Van Denmarkhill

Man With Van Denmarkhill is committed to protecting the privacy and personal data of all customers in the Denmark Hill area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing moving, transport, delivery, and related services. It applies to all Man With Van Denmarkhill customers in the area, including private individuals, households, and business clients who use our services.

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. We aim to be transparent about what information we collect, why we collect it, how long we keep it, and the rights available to you.

1. Information We Collect

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

Identity details such as your name, title, and, where relevant, company name.
Contact details such as address, email address, and phone number.
Booking and service details including move date, pickup and delivery addresses, property access information, item descriptions, and service preferences.
Payment and billing information such as payment status, invoices, and transaction records. We do not store unnecessary payment card details where a secure third-party payment processor is used.
Communication records including emails, messages, call notes, complaints, and service-related correspondence.
Operational data such as photographs of items or premises taken for planning, inventory, damage recording, or proof of delivery where necessary.
Technical data where you interact with digital systems, such as IP address or device information, if collected through booking or communication tools.

We generally collect this information directly from you when you request a quote, make a booking, communicate with us, or use our services. In some cases, we may receive information from third parties such as estate agents, landlords, letting agents, business partners, insurers, or payment providers, if necessary for service delivery.

2. How We Use Your Data

We use personal data only where we have a valid reason under data protection law. Typical uses include:

providing quotes and handling bookings;
planning and delivering moving or transport services;
communicating with you before, during, and after a service;
issuing invoices and processing payments;
recording service completion, claims, and complaints;
meeting legal, tax, accounting, and insurance obligations;
improving service quality, safety, and customer experience;
preventing fraud, misuse, or security incidents;
maintaining business records and internal administration.

We only use personal data for the purposes for which it was collected unless we reasonably consider that we need to use it for a compatible purpose. If we need to use your data in a new way, we will ensure there is a lawful basis for doing so.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process your personal data. Depending on the circumstances, we rely on the following bases:

Contract – when processing is necessary to provide a quote, accept a booking, perform a move, deliver items, or take steps at your request before entering into a contract.
Legal obligation – when processing is required to comply with laws and regulations, such as tax, accounting, record-keeping, or insurance requirements.
Legitimate interests – when we use data to operate and improve our services, manage customer relationships, protect our business, prevent fraud, or maintain security, provided our interests do not override your rights and freedoms.
Consent – in limited cases where we ask for your permission, for example for optional marketing communications or use of certain photographs not required for service delivery.

If we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes described in this Policy, unless a longer retention period is required or permitted by law. Retention periods depend on the type of information and how it is used.

Booking and service records are typically retained for a period needed to manage the service, handle queries, and address any post-service issues.
Financial and accounting records are usually retained for the period required by tax and accounting law.
Complaints, claims, and dispute records may be kept for as long as necessary to resolve the matter and defend legal rights.
Correspondence may be retained for operational, evidential, or customer service purposes.
Consent-based data is kept until you withdraw consent or it is no longer needed.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices.

5. Processors and Data Sharing

We may share personal data with carefully selected third parties, known as processors or service providers, where necessary to run our business and provide services. These may include:

payment processing providers;
accounting and bookkeeping services;
IT, cloud storage, and software providers;
communication platforms such as email or messaging tools;
professional advisers, including insurers, legal advisers, or auditors;
subcontractors or operational partners assisting with transport or moving tasks;
public authorities, regulators, or law enforcement where required by law.

Where we use processors, they are only permitted to act on our instructions and must implement appropriate technical and organisational measures to protect your data. We do not sell your personal data.

In limited circumstances, data may be transferred outside the UK if a service provider stores or processes information in another country. Where this happens, we take steps to ensure appropriate safeguards are in place, such as standard contractual protections or equivalent lawful transfer mechanisms.

6. Data Security

We use reasonable and appropriate security measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful selection of processors. While no system can be guaranteed completely secure, we work to reduce risks and respond promptly to any suspected incident.

7. Your Rights

Depending on the circumstances and applicable law, you may have the following rights regarding your personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to request correction of inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to request limited processing in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format, where applicable.
Right to object – to object to processing based on legitimate interests or to direct marketing.
Right to withdraw consent – where processing is based on consent.

You also have the right to raise concerns with the relevant data protection authority if you believe your rights have been infringed. We encourage you to contact us first so we can review and address your concern promptly.

8. Marketing Communications

We will only send marketing communications where permitted by law. If we rely on consent, you can opt out at any time. If we rely on legitimate interests for certain business-to-business communications, you may still object. We will respect your preferences and stop sending non-essential communications when required.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or service arrangement and provided by an adult customer or authorised representative. If we become aware that we have collected data inappropriately, we will take steps to delete it where appropriate.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or services. Any revised 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 personal data is handled.

Summary of Our Commitment

Man With Van Denmarkhill uses personal data fairly, lawfully, and transparently. We collect only what is needed to deliver services, rely on appropriate legal bases, keep information only as long as necessary, use trusted processors under proper safeguards, and respect your GDPR rights. This Policy applies to all customers in the Denmark Hill area.