Privacy Policy - Man And Van Chessington

Man And Van Chessington is committed to protecting the privacy of all customers, website visitors, and individuals who contact us for moving, delivery, or related services. This Privacy Policy explains how we collect, use, store, share, and protect personal data. It applies to all Man And Van Chessington customers in the area, including anyone who uses our services, requests a quote, books a job, or communicates with us in connection with our services.

1. Who We Are

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Man And Van Chessington is the data controller for the personal data described in this policy. This means we decide how and why your personal data is used when you interact with us in relation to our moving and transport services.

2. Personal Data We Collect

We collect only the personal data that is necessary for providing our services, managing our business, meeting legal obligations, and improving customer experience. Depending on your interaction with us, we may collect the following categories of information:

• Identity data such as your name and title.
• Contact data such as your address, email address, and phone number.
• Service information such as pickup and delivery locations, property access details, moving dates, and item descriptions.
• Payment and billing data such as payment status, invoices, and transaction records.
• Communication data such as enquiries, complaint details, and correspondence with our team.
• Technical data where relevant, such as device information, browser type, IP address, and basic usage information if you interact with us online.
• Special category data only where strictly necessary and only in limited circumstances, for example if you voluntarily provide information that may relate to a health or access requirement so we can safely carry out the service. In such cases, we will apply extra protection and only use the information for the stated purpose.

We do not intentionally collect more data than we need. We also do not seek to gather unnecessary sensitive information.

3. How We Collect Personal Data

We may collect personal data directly from you when you:

• request a quote or make an enquiry;
• book or change a service;
• communicate with us by phone, email, or other means;
• provide delivery instructions or access details;
• make a payment or receive an invoice;
• leave feedback or make a complaint.

We may also receive data from third parties where necessary, such as business partners, payment providers, or referral sources, but only where they are permitted to share it lawfully.

4. How We Use Your Data

We use personal data for the following purposes:

• to provide quotes and confirm bookings;
• to plan and deliver moving, transport, or related services;
• to contact you about service arrangements or changes;
• to manage billing, payment processing, and account records;
• to handle complaints, disputes, or customer service matters;
• to comply with legal, tax, insurance, and regulatory obligations;
• to maintain business records and operational planning;
• to improve our services and customer communication;
• to protect our business, staff, and customers against fraud or misuse.

We will only use your personal data in ways that are compatible with the purposes described in this policy.

5. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Depending on the situation, Man And Van Chessington relies on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging quotes, confirming bookings, completing moving services, and managing payment arrangements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing our business efficiently, communicating with customers, keeping internal records, preventing fraud, and improving service quality. We always consider whether the processing is necessary and whether it is fair.

Legal Obligation

We may process your information to comply with legal obligations, such as tax record keeping, accounting requirements, insurance obligations, or lawful requests from authorities.

Consent

In limited cases, we may rely on your consent, especially where we need to use optional data or send certain types of communication that require permission. Where consent is used, you may withdraw it at any time.

Vital Interests

In rare situations, we may process personal data to protect someone’s vital interests, for example where urgent safety concerns arise during a service.

6. Data Sharing and Processors

We may share personal data with trusted third parties when necessary to run our business and provide our services. These third parties may act as processors or, in some cases, independent controllers. We only share the minimum data required.

Examples of processors and service providers may include:

• Payment processors who handle card or online transactions;
• IT and cloud service providers who store or support business systems;
• Accounting and bookkeeping services that help manage financial records;
• Communication tools used for email, messaging, or customer management;
• Insurance providers where claims or coverage matters require it;
• Professional advisers such as solicitors, accountants, or auditors;
• Subcontractors or operational partners who assist in delivering a service, where relevant.

All processors are required to protect your data, act only on our instructions, and use appropriate security measures. We do not sell your personal data.

7. International Transfers

If any processor or service provider stores or accesses data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent legal protections.

8. Data Retention

We keep personal data only for as long as it is necessary for the purpose for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements. The retention period depends on the type of data and the nature of the relationship.

In general:

• Customer and service records are usually kept for the length of the service relationship and for a reasonable period afterwards.
• Financial and tax records may be retained for the period required by law.
• Complaint and dispute records may be retained while the matter is active and for an additional period where needed for defence of legal claims.
• Communication records may be stored for operational and quality assurance purposes.

When data is no longer needed, we will delete, anonymise, or securely destroy it.

9. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of our procedures. Although no system can be completely secure, we take data protection seriously and work to reduce risks wherever possible.

10. Your Rights

As a data subject under UK GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal limits and exemptions, but we will always assess your request carefully. Your rights include:

• Right of access – you can ask for a copy of the personal data we hold about you.
• Right to rectification – you can ask us to correct inaccurate or incomplete information.
• Right to erasure – you can ask us to delete your data in certain circumstances.
• Right to restriction – you can ask us to limit how we use your data in certain situations.
• Right to object – you can object to processing based on legitimate interests or direct marketing.
• Right to data portability – you can ask for certain information to be provided in a portable format where applicable.
• Right to withdraw consent – if we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled improperly. We encourage you to raise concerns with us first so we can try to resolve them.

11. Marketing

We only send marketing communications where permitted by law. If you have given consent or if we are otherwise allowed to contact you, you may still opt out at any time. We respect your choices and will stop marketing messages where required.

12. Children’s Data

Our services are intended for adults and business customers arranging services on their behalf. We do not knowingly collect personal data from children except where it is unavoidable in connection with a service booking and only with appropriate care.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or data handling practices. Any updated version will apply from the time it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed.

14. Summary of Our Commitments

Man And Van Chessington will only collect data that is relevant and necessary, use it for clear and lawful purposes, keep it securely, and retain it only for as long as needed. We will treat your personal data with care, respect your rights, and ensure that any processors we use are bound by proper safeguards.

This Privacy Policy applies to all Man And Van Chessington customers in the area. By using our services or contacting us about a booking, you acknowledge that your personal data may be processed as described in this policy.