Privacy Policy - Man With Van Norbury

This Privacy Policy explains how Man With Van Norbury collects, uses, stores, shares, and protects personal data when providing services to customers in the Norbury area. It applies to all Man With Van Norbury customers in area, including individuals, households, landlords, tenants, and business clients who request or receive our moving and transport services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Man With Van Norbury acts as the data controller for the personal data we collect and use in connection with our services. This means we decide why and how personal data is processed. We take our responsibilities seriously and aim to collect only the information necessary to provide our services, manage our business, and meet our legal obligations.

2. Personal Data We Collect

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

Identity data such as your name and, where relevant, the names of household members or representatives involved in the booking.
Contact data such as address details, telephone numbers, and email addresses.
Booking and service data including the date of your move, collection and delivery addresses, property access information, inventory details, and service preferences.
Payment data such as payment status, billing details, and transaction references. We do not store full card details where payment processing is carried out securely by a third-party payment provider.
Correspondence data including messages, complaints, quotes, feedback, and records of communications with us.
Operational data such as vehicle allocation, route planning, attendance records, and job completion notes.
Technical data where relevant, including basic device or system information generated through online interactions used for security and service improvement.

We may also process limited special category data only where strictly necessary and with appropriate safeguards, for example if you voluntarily provide information about access needs, health-related moving requirements, or other sensitive circumstances that affect the safe delivery of our service. We ask that you only share such information when necessary.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and arrange moving services;
to confirm bookings and manage service delivery;
to communicate with customers about arrival times, access, and job requirements;
to process payments and maintain accounting records;
to respond to enquiries, complaints, and claims;
to improve service quality, scheduling, and operational efficiency;
to protect our business, staff, customers, and property;
to comply with legal and regulatory obligations.

We will not use your personal data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for processing your 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, such as preparing a quote, confirming a booking, or completing a move.

Legal Obligation

We may process and retain certain records to comply with tax, accounting, insurance, safety, or regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. This may include scheduling, customer service, fraud prevention, record keeping, and business administration.

Consent

Where required, we may rely on your consent, for example for certain marketing activities or for storing optional sensitive information you choose to provide. You can withdraw consent at any time where consent is the basis for processing.

Vital Interests

In rare circumstances, we may process personal data to protect someone’s vital interests, such as in an emergency involving health or safety.

5. Data Sharing and Processors

We may share personal data with trusted third parties that help us run our services. These third parties act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes.

Examples of processors may include:

Payment providers who handle secure payment transactions;
Accounting and bookkeeping providers who assist with invoicing and financial records;
IT and cloud service providers who host systems, email, storage, or booking tools;
Communication service providers who support messaging or call handling;
Vehicle, logistics, or scheduling tools used to manage service operations.

We require processors to use personal data only in line with our instructions and to implement appropriate security measures. We may also share personal data with insurers, legal advisers, public authorities, or law enforcement where necessary for legal claims, compliance, or the protection of rights and safety.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, or operational requirements. Retention periods may vary depending on the type of information and the nature of our relationship with you.

Booking and service records are typically retained for a reasonable period after completion of the service to manage follow-up queries, complaints, or disputes.
Financial records are retained for the period required by tax and accounting laws.
Correspondence and complaints may be kept longer where needed to evidence decisions or resolve issues.
Optional sensitive information is kept only as long as necessary for the specific service requirement and then deleted or anonymised.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality practices, and limiting access to staff or processors who need the information to perform their duties.

While no system can be guaranteed to be completely secure, we take reasonable steps to reduce risk and to respond promptly if a data incident occurs.

8. International Transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place and where permitted by data protection law. Any such transfer will be carried out with adequate protections to ensure your information remains secure and is handled lawfully.

9. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 personal data in certain circumstances.
Right to restriction — to ask us to limit how we use your data in certain situations.
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 direct marketing.
Right to withdraw consent — where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exceptions. If you make a request, we may need to verify your identity before responding.

10. Marketing Communications

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

11. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children unless it is incidental to a booking or service arrangement and only where necessary. If we become aware that we have collected data from a child without appropriate permission, we will take appropriate steps to delete it.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Man With Van Norbury is committed to protecting your privacy and using personal data responsibly. We only collect the data we need, rely on lawful grounds for processing, limit how long we keep it, and share it only with trusted processors or where required by law. We aim to treat every customer fairly and transparently, with privacy, security, and accountability at the centre of our services.