Privacy Policy - Man With Van Sutton

Effective date: This Privacy Policy applies to all Man With Van Sutton customers in the area and explains how personal data is collected, used, shared, and protected when you use our removal and van services.

We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK GDPR and the Data Protection Act 2018. This policy sets out what information we collect, why we use it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Who this policy applies to

This policy applies to all Man With Van Sutton customers in area, including individuals, households, landlords, tenants, and business customers who request quotes, make bookings, receive services, or otherwise interact with us in relation to our moving, delivery, packing, and transport services.

It also applies to people who contact us on behalf of a customer, such as family members, letting agents, or business representatives, where personal data is involved.

2. Personal data we collect

We only collect personal data that is relevant to providing our services, managing bookings, and meeting legal and operational requirements. The categories of data we may collect include:

Identity data such as name and title.
Contact data such as email address, telephone number, and correspondence details.
Address data including pickup and delivery addresses, billing address, and any access notes needed for service delivery.
Booking and service data including moving date, item descriptions, property access information, special handling needs, and instructions you give us.
Payment data such as payment status, transaction references, and limited billing details. We do not keep more payment information than necessary.
Communication data including messages, service enquiries, complaint details, and feedback.
Technical data where applicable, such as basic device or log information used for security, troubleshooting, and service improvement.
Optional sensitive information only where you choose to provide it and where it is necessary for the service, for example access requirements related to mobility or health considerations.

We do not intentionally collect more personal data than is needed for legitimate business purposes.

3. How we use your data

We use personal data to deliver our services efficiently and safely. Typical uses include:

Providing quotes and confirming bookings.
Planning routes, schedules, and vehicle requirements.
Carrying out removals, deliveries, loading, unloading, and related services.
Communicating with you before, during, and after a booking.
Handling payments, invoices, receipts, and refunds where applicable.
Responding to complaints, service issues, and queries.
Maintaining business records, accounting, and tax records.
Protecting our staff, customers, property, and vehicles.
Preventing fraud, misuse, and unlawful activity.
Improving our operations, services, and customer experience.

We will only use your personal data for the purposes described in this policy or for other purposes that are compatible with those purposes and permitted by law.

4. 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 you. This includes handling quotes, bookings, service delivery, billing, and customer support linked to the service you requested.

Legal obligation

We may process and retain certain data where required by law, including accounting, tax, and record-keeping obligations, or where we must comply with lawful requests from authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This may include managing operations, protecting against fraud, improving services, and maintaining secure records.

Consent

In limited circumstances, we may rely on your consent, for example where you voluntarily provide additional information that is not essential to the service. Where consent is used, you may withdraw it at any time.

Vital interests and public task

These bases are rarely used by us, but may apply in exceptional circumstances where necessary to protect someone’s vital interests or comply with an official request.

5. Data sharing and processors

We may share personal data with trusted third parties that help us run our business and provide services. These third parties act as processors where they handle personal data on our instructions, or as separate controllers where they determine their own purposes.

Processors and service providers may include:

Payment providers that process card or electronic payments.
Accounting and bookkeeping providers that help manage invoicing and financial records.
IT, cloud storage, and email service providers that support secure communications and data storage.
Customer management and scheduling tools used to manage bookings and service administration.
Waste disposal or recycling partners where disposal of items is requested and legally permitted.
Professional advisers such as accountants, legal advisers, or insurers where needed.

We require our processors to protect personal data, use it only for specified purposes, and apply appropriate security measures. We do not sell your personal data.

We may also disclose information if required by law, to enforce our rights, to protect our customers or staff, or in connection with a business transfer such as a restructuring or sale, subject to appropriate safeguards.

6. International transfers

If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision or approved contractual protections, to keep your information secure and protected to the required standard.

7. Data retention

We keep personal data only for as long as necessary for the purposes described in this policy, and no longer than required by law. Retention periods depend on the type of data and why it is held.

Booking and service records are usually retained for a reasonable period after service completion to manage queries, disputes, and business records.
Financial and tax records are retained for the period required by accounting and tax law.
Customer communications may be kept for as long as needed to resolve issues and maintain service history.
Complaint and incident records may be retained longer where necessary for legal defence, insurance, or compliance purposes.
Data collected with consent is retained until consent is withdrawn or the data is no longer needed.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you.

8. Security of your personal data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff training, and limiting access to those who need it for legitimate business purposes.

While no system can be guaranteed to be completely secure, we work to maintain strong safeguards and review our practices regularly.

9. Your rights

As a data subject, you have rights regarding your personal data. Subject to legal conditions and exceptions, you may have the right to:

Access a copy of the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability where processing is based on consent or contract and carried out by automated means.
Withdraw consent where we rely on consent to process your data.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office 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 promptly.

10. Children's data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household booking and provided by an adult authorised to do so. If we become aware that we have collected data unlawfully, we will take steps to delete it.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the effective date stated at the top of the policy.

Summary: By using Man With Van Sutton services, you acknowledge that your personal data will be processed in accordance with this policy for service delivery, legal compliance, and legitimate business purposes.