Privacy Policy - Man And Van Charlton

This Privacy Policy explains how Man And Van Charlton collects, uses, stores, shares, and protects personal data when providing our moving, transport, and related services. It applies to all Man And Van Charlton customers in the area, including individuals, households, landlords, tenants, and businesses who enquire about, book, or receive our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that you have read this policy and understand how your personal data is processed.

1. Who We Are

Man And Van Charlton provides removal, delivery, transportation, packing support, and related moving services. In order to deliver these services effectively, we may need to process personal data about customers, potential customers, and other individuals connected to a booking. This policy explains what data we collect and the rights you have over that data.

2. Personal Data We Collect

We only collect data that is relevant and necessary for the purposes described in this policy. Depending on how you interact with us, we may collect the following categories of personal data:

Identity data such as your name, title, and, where relevant, company name.
Contact data such as your address, email address, and telephone number.
Service and booking data such as move dates, collection and delivery addresses, property access details, inventory information, and service preferences.
Payment data such as payment status, transaction references, and billing information. We do not store full card details unless required by a secure third-party payment provider.
Communication data such as messages, enquiries, complaints, feedback, and records of phone calls or emails.
Technical data such as IP address, device type, browser information, and basic website interaction data if you contact us through online channels.
Special instructions that may be relevant to the service, such as access arrangements, item handling notes, or vulnerability considerations.

We may also process limited data about third parties if you provide it to us, for example another person receiving goods at a delivery address. Please ensure you have permission to share their details with us where needed.

3. How We Use Personal Data

We use personal data for legitimate business and operational purposes connected to our services. These purposes include:

providing quotes and responding to enquiries;
managing bookings and service delivery;
planning routes, vehicle use, and staffing requirements;
processing payments and issuing invoices;
communicating about schedules, changes, and service updates;
handling complaints, insurance matters, and service disputes;
maintaining business records and statutory accounts;
meeting legal and regulatory obligations;
improving service quality, safety, and customer experience;
preventing fraud, misuse, or security incidents.

We do not use your personal data for purposes that are incompatible with the reasons it was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Man And Van Charlton relies on the following lawful bases where applicable:

Contract

We process personal data where it is necessary to enter into or perform a contract with you, such as providing a quote, arranging a move, completing a booking, or delivering services.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided these interests do not override your rights and freedoms. This includes managing customer relationships, improving operations, keeping records, and protecting our business against fraud or misuse.

Legal Obligation

We may process data where needed to comply with legal requirements, including tax, accounting, insurance, employment, and record-keeping obligations.

Consent

Where we rely on consent, we will make that clear at the time of collection. You may withdraw consent at any time, although this will not affect the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare cases, we may process data where necessary 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 only when necessary and only to the extent required for service delivery, administration, legal compliance, or business operations. These third parties may act as processors or independent controllers depending on the nature of the relationship.

Examples of processors and service providers may include:

IT and cloud storage providers that host secure business systems and data backups;
payment service providers that process transactions securely;
accountants and bookkeepers that assist with financial records and tax compliance;
email, phone, or messaging service providers used for customer communication;
insurance providers and claims handlers where required for incident management;
professional advisers such as lawyers or consultants when necessary for legitimate business purposes.

Where processors handle personal data on our behalf, they are required to act only under our instructions, protect the data appropriately, and comply with GDPR requirements. We do not sell your personal data.

We may also disclose data if required by law, court order, regulatory request, or to protect our rights, customers, staff, or the public.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods vary depending on the type of record and why it is held.

Booking and service records are typically retained for a reasonable period after completion to manage queries, claims, or disputes.
Financial and invoicing records are retained in line with statutory accounting and tax requirements.
Communication records may be kept for customer service, operational, or evidential purposes.
Complaint and incident records may be retained longer where needed for insurance, legal claims, or dispute resolution.

When personal data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe and appropriate manner.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff training, and minimisation of unnecessary data collection.

While no system can be guaranteed completely secure, we work hard to protect your information and regularly review our safeguards.

8. Your Rights Under GDPR

You have rights over your personal data under data protection law. These rights may apply in full or in part depending on the circumstances and the lawful basis for processing. Your rights include:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
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 request that certain data be provided in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

To exercise your rights, we may need to verify your identity to protect your information. We will respond to requests within the time limits required by law.

9. Marketing Preferences

We will only send marketing communications where permitted by law and, if required, where you have given consent. You can opt out of marketing messages at any time. Service-related communications, such as booking confirmations and operational updates, are not marketing and may still be sent where necessary for the service.

10. Automated Decision-Making

We do not rely on fully automated decision-making that produces legal or similarly significant effects about you. If this changes, we will update this policy and provide clear information about the logic involved and your rights.

11. International Transfers

Where personal data is processed outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your information.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or business operations. The most current version will apply to the processing of your personal data.

We encourage all customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Your Key Protections

Transparency about what data we collect and why.
Limited collection to what is necessary for our services.
Secure handling of information using appropriate safeguards.
Controlled sharing with trusted processors only when needed.
Respect for your rights to access, correct, delete, and restrict use of your data.

This Privacy Policy is intended to provide clear and fair information about how Man And Van Charlton manages personal data for all customers in the area. If you continue to use our services, we will process your information in line with this policy and the requirements of applicable data protection laws.