Privacy Policy - Man And Van Fulham

This Privacy Policy explains how Man And Van Fulham collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Fulham customers in the Fulham area, including individuals who request quotes, book services, communicate with us, or otherwise use our moving and transport services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

For the purpose of data protection law, Man And Van Fulham acts as the data controller for the personal data described in this policy. This means we determine why and how your personal data is processed. We only collect and use personal data that is necessary to provide our services, manage our operations, meet legal obligations, and improve customer experience.

2. Personal Data We Collect

We may collect and process different types of personal data depending on how you interact with us. This may include:

Identity details: name, title, and any information needed to identify you.
Contact details: address, telephone number, and email address.
Service details: booking information, moving requirements, access instructions, property details, and preferences related to the job.
Payment and billing information: payment status, transaction records, and invoicing details where applicable.
Communication records: emails, messages, call notes, and other correspondence.
Technical information: IP address, device details, and basic usage data if collected through digital systems.
Feedback and complaint information: reviews, concerns, claims, and resolution notes.

We do not seek to collect more information than is necessary. In some cases, you may choose to provide additional details to help us carry out a move safely or efficiently. If you provide such information, we will treat it in line with this policy.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan and deliver moving, loading, unloading, and transport services;
to communicate with you before, during, and after a job;
to process payments and maintain accounting records;
to handle complaints, claims, and service issues;
to comply with legal, tax, and regulatory obligations;
to maintain records of services provided;
to improve our service quality, efficiency, and customer care;
to prevent fraud, misuse, or unlawful activity;
to protect our business, staff, and customers.

Where appropriate, we may also use aggregated or anonymised information for internal analysis. Such data does not identify you personally.

4. Lawful Basis for Processing

We only process personal data where we have a lawful basis to do so. Depending on the situation, our lawful bases may include:

Performance of a Contract

We process personal data when it is necessary to provide a quotation, confirm a booking, carry out a move, manage payment, or fulfil our obligations under an agreement with you.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include record keeping, service improvement, fraud prevention, customer support, and operational planning. We carefully assess such processing to ensure it is proportionate and fair.

Legal Obligation

We may process and retain certain data to comply with legal duties such as tax, accounting, insurance, health and safety, or responding to lawful requests from authorities.

Consent

In limited cases, we may rely on your consent, for example where optional marketing or non-essential communications are involved. Where consent is used, you may withdraw it at any time.

Vital Interests

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

5. Sharing Your Personal Data

We may share your data with selected third parties when necessary and only to the extent required for the purposes described in this policy. These may include:

Service providers and subcontractors who help deliver parts of our services.
Payment processors and accounting providers where financial transactions are involved.
IT, hosting, or systems support providers that help us store and manage information securely.
Professional advisers such as legal, insurance, or audit professionals.
Regulators, authorities, or law enforcement where required by law.

We require processors and other third parties to handle data securely, use it only for specified purposes, and comply with applicable data protection obligations. We do not sell your personal data.

6. Data Processors

Where we use external organisations to process personal data on our behalf, they act as processors. These processors may provide services such as booking management, cloud storage, communication tools, invoice handling, or technical support. We only engage processors that provide sufficient guarantees regarding data protection, confidentiality, and security. Contracts with processors require them to process data only on our instructions and to implement appropriate safeguards.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including the purpose of satisfying legal, accounting, reporting, or insurance requirements. Retention periods vary depending on the nature of the data and the reasons for processing.

Booking and service records are typically retained for a reasonable period to support customer service, dispute handling, and business administration.
Financial and tax records are retained for the period required by law.
Complaint, claim, and correspondence records may be kept longer where needed to resolve issues or defend legal claims.
Data no longer needed is securely deleted, anonymised, or otherwise disposed of.

When deciding how long to keep data, we consider the volume, nature, sensitivity, potential risk of harm, and legal obligations related to the information.

8. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These measures are designed to reflect the nature of the data and the risks associated with processing it. While no system can be guaranteed to be completely secure, we take data protection seriously and review our safeguards regularly.

9. Your Rights

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

Right of access: request a copy of the personal data we hold about you.
Right to rectification: ask us to correct inaccurate or incomplete data.
Right to erasure: request deletion of your data in certain circumstances.
Right to restrict processing: ask us to limit how we use your data in specific cases.
Right to data portability: request that certain data be provided in a structured, commonly used format.
Right to object: object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: withdraw consent where processing relies on consent.

Man And Van Fulham will respond to rights requests in line with applicable legal requirements. Some rights may not apply in every situation, and certain requests may be limited by law.

10. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it. These safeguards may include standard contractual protections or other lawful transfer mechanisms approved under data protection law.

11. Complaints

If you have concerns about how we handle personal data, you may raise them with us so that we can review and address the issue. You also have the right to complain to the Information Commissioner’s Office if you believe your data protection rights have been breached. We encourage you to contact us first so that we can try to resolve the matter promptly and fairly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any updated version will apply from the date it becomes effective. We encourage customers in Fulham and surrounding local service areas to review this policy periodically to stay informed about how we protect personal data.

13. Summary of Our Commitment

In summary, Man And Van Fulham collects only the personal data needed to provide moving services safely, efficiently, and lawfully. We process data on the basis of contract, legitimate interests, legal obligation, consent, or vital interests where appropriate. We keep data only as long as necessary, use trusted processors under strict controls, and respect your rights under UK data protection law. This policy applies to all customers in the Fulham area who use or enquire about our services.