Privacy Policy - Man With Van Newmalden

Man With Van Newmalden is committed to protecting the privacy and personal data of all customers in the New Malden area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing moving, delivery, packing, and related services. It applies to all Man With Van Newmalden customers in the area, including individuals, families, tenants, landlords, and business clients who use our services.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This Policy should be read together with any service agreement, booking terms, or related notices that may apply to specific jobs.

1. Information We Collect

We collect only the information necessary to provide our services effectively and lawfully. The types of personal data we may collect include:

Identity details: name, title, and any relevant business name.
Contact details: address, email address, and telephone number.
Service details: booking dates, move size, collection and delivery locations, access information, and special handling requirements.
Payment information: payment status, transaction reference details, and billing records. We do not normally store full card details where payment is processed through secure third-party systems.
Communication records: emails, messages, call notes, complaint details, and service enquiries.
Property and access information: floor numbers, parking notes, entry instructions, or lift availability where relevant to the move.
Technical information: limited data such as IP address, browser type, or device information if collected through digital systems used for administration or security.

We may occasionally receive personal data from third parties such as letting agents, estate agents, landlords, storage providers, insurers, or business partners where they have arranged services on a customer’s behalf and are authorised to share the information.

2. How We Use Personal Data

We use personal data for clear and specific purposes related to our moving services. These include:

arranging quotations and bookings;
providing removals, man and van, packing, loading, unloading, delivery, and related services;
confirming appointments and service details;
communicating with customers about scheduling, access, delays, or changes;
processing invoices, payments, refunds, and account administration;
maintaining business records and service history;
handling complaints, claims, or service issues;
meeting legal, tax, insurance, and regulatory obligations;
protecting against fraud, misuse, or unauthorised access;
improving our services, planning resources, and managing operations.

We will only use personal data for the purposes for which it was collected unless we reasonably believe another compatible purpose applies or we are required to do so by law.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with a customer. This includes taking bookings, arranging services, and delivering the agreed moving support.

Legal obligation

We may process and retain certain information to comply with tax, accounting, insurance, and other legal requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, such as managing operations, preventing fraud, improving customer service, or resolving disputes, provided those interests do not override the rights and freedoms of the individual.

Consent

Where required, we will rely on consent, for example for certain marketing communications or optional data uses. When consent is used, customers can withdraw it at any time.

Vital interests

In rare cases, we may process data to protect someone’s vital interests, such as in an emergency involving safety or urgent assistance.

4. Sharing Personal Data and Processors

We may share personal data with trusted third parties only when necessary and appropriate. These organisations may act as processors or independent controllers depending on the service provided. Where they act as processors, they are required to follow our instructions and protect personal data using suitable security measures.

Examples of processors and recipients may include:

Payment service providers that process transactions securely;
Accounting and bookkeeping providers who support financial record keeping;
IT and cloud service providers who store or maintain business systems;
Customer communication tools used to manage messages and booking records;
Insurance providers where a claim or incident must be reviewed;
Legal, tax, or professional advisers when advice is needed;
Subcontractors or crew members involved in delivering the booked service;
Public authorities where disclosure is required by law or necessary to protect rights or safety.

We do not sell personal data. If data is transferred outside the UK, we will only do so where appropriate safeguards are in place to protect it in line with applicable law.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including meeting legal, accounting, insurance, and reporting obligations. Retention periods may vary depending on the nature of the data and the service provided.

In general, we may retain:

booking and service records for a reasonable period to support customer service and dispute handling;
financial and invoice records for the period required by tax and accounting law;
complaint or claim records for as long as needed to resolve the matter and defend legal claims;
consent and communication preferences until they are updated or withdrawn.

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

6. Data Security

We take reasonable and appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These may include access controls, secure storage, limited staff access, and careful selection of service providers.

While we work hard to safeguard data, no system can be guaranteed completely secure. We therefore encourage customers to share only the information necessary for service delivery and to notify us promptly if they believe personal data has been compromised.

7. Your Rights

Under data protection law, individuals have a number of rights in relation to their personal data. Subject to legal limits, these may include:

the right of access to request a copy of the personal data we hold;
the right to rectification to correct inaccurate or incomplete data;
the right to erasure to request deletion in certain circumstances;
the right to restrict processing in certain situations;
the right to object to processing based on legitimate interests or direct marketing;
the right to data portability where processing is based on consent or contract and carried out by automated means;
the right to withdraw consent where consent is the lawful basis;
the right to complain to the UK data protection authority if you believe your rights have been infringed.

We may need to verify identity before responding to a rights request. Some rights may not apply in full where retention or disclosure is required by law or where we have another lawful reason to continue processing.

8. Marketing Communications

Where permitted, we may send limited service-related or promotional communications. You can object to marketing at any time, and we will respect your preferences. We do not send unnecessary communications, and we aim to keep contact relevant and proportionate.

9. Children’s Data

Our services are directed to adults arranging removals or transport services. We do not knowingly collect personal data from children except where it is incidentally included in moving records and only when necessary for service delivery. If we become aware that we have collected data from a child without an appropriate basis, we will take reasonable steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updates will apply from the date they take effect. We encourage customers to review this Policy periodically so they remain informed about how their information is handled.

11. Scope of Application

This Privacy Policy applies to all customers of Man With Van Newmalden in the area, regardless of whether the service is a one-off booking, repeat moving arrangement, domestic move, commercial move, or related support service. By using our services, customers acknowledge that their personal data may be processed as described in this Policy and in accordance with applicable data protection law.

Last reviewed: for current operational use and legal compliance.