Privacy Policy - Man And Van Elephant And Castle

This Privacy Policy explains how personal data is collected, used, stored, shared, and protected by Man And Van Elephant And Castle. It applies to all Man And Van Elephant And Castle customers in the area, including individuals and businesses that request removals, delivery, loading, unloading, packing, transport, storage support, or related moving services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to anyone who uses or enquires about the services of Man And Van Elephant And Castle. It covers current, former, and prospective customers, as well as any person whose personal data is provided to us in connection with a booking. This may include the account holder, household members, business representatives, delivery recipients, building managers, and other individuals involved in arranging or receiving a move.

2. Personal data we collect

We collect only the data necessary to provide our services effectively, manage our business, and meet legal obligations. The types of personal data we may collect include:

Identity data, such as your name and title.
Contact data, such as your address, telephone number, and email address.
Booking data, such as move date, service type, collection and delivery locations, access information, inventory details, and service preferences.
Payment data, such as payment status, billing records, and transaction references. We do not keep more payment information than is necessary for administration and accounting purposes.
Communication data, such as messages, emails, call notes, complaints, and service feedback.
Operational data, such as instructions relating to property access, parking, restrictions, or fragile items.
Technical data, where applicable, such as basic website or device information collected through standard security and analytics tools.

We may also process information about goods being moved, including details that could indirectly identify an individual, for example when items contain names, documents, or personal belongings. We do not intentionally collect special category data unless it is provided to us by the customer and is strictly necessary for a service request or complaint handling.

3. How we use your data

We use personal data to:

provide quotations and confirm bookings;
plan and carry out removals and transport services;
communicate about schedules, access, delays, and service changes;
process payments and maintain accounting records;
respond to queries, complaints, and claims;
manage health, safety, and security risks;
maintain internal records and improve service quality;
meet legal, tax, and regulatory obligations;
defend against fraud, misuse, or unlawful activity.

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

We process personal data only when we have a valid lawful basis under UK GDPR. Depending on the context, our lawful bases may include:

Contract

We rely on contract when processing is necessary to provide a quotation, accept a booking, carry out moving services, or take steps at your request before entering into a contract.

Legal obligation

We rely on legal obligation where we must keep records for tax, accounting, insurance, safety, or other statutory requirements.

Legitimate interests

We rely on legitimate interests for tasks such as business administration, service improvement, preventing fraud, handling complaints, and maintaining secure systems, provided our interests do not override your rights and freedoms.

Consent

In limited situations, we may rely on consent, for example where a customer chooses to receive optional marketing communications or agrees to the processing of certain information that is not necessary for the contract. You may withdraw consent at any time where consent is used as the lawful basis.

Vital interests

In rare cases, we may process information where it is necessary to protect someone’s vital interests, such as in an emergency involving health or safety.

5. Sharing your personal data with processors

We may share personal data with trusted third parties who act as data processors on our behalf. These processors are only permitted to use the data according to our instructions and must protect it appropriately. Examples may include:

payment service providers;
accounting and bookkeeping services;
customer communication and email service providers;
IT support, hosting, and data storage providers;
booking or operational software providers;
professional advisers, such as insurers, solicitors, or auditors;
subcontracted movers or specialists, where needed to complete a service.

We may also disclose personal data where required by law, to law enforcement, regulatory authorities, courts, or other public bodies. Where processors or other third parties are used, we take reasonable steps to ensure they apply appropriate technical and organisational security measures.

6. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, insurance, and dispute-resolution requirements. Retention periods depend on the nature of the information and the legal basis for processing.

For example:

booking and service records may be kept for a reasonable period after completion of the service;
financial and tax records are generally retained for the period required by law;
complaint and claim records may be held longer where needed to resolve issues or defend legal claims;
information collected for marketing purposes is retained until you opt out or withdraw consent.

When data is no longer required, it is securely deleted, anonymised, or destroyed.

7. Data security

We use appropriate safeguards to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited permissions for handling customer information. While no system can be guaranteed to be completely secure, we take data protection seriously and review our measures as needed.

8. International transfers

Where personal data is transferred outside the United Kingdom, we will only do so where suitable safeguards are in place and where such transfer complies with applicable data protection laws. These safeguards may include approved contractual clauses or transfers to countries with adequacy regulations, as applicable.

9. Your rights under data protection law

You have rights in relation to your personal data. Subject to legal conditions and exemptions, these may include:

Right of access – to request confirmation of whether we process your data and obtain a copy.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in specific cases.
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.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits required by law.

10. Complaints

If you are concerned about how your personal data has been handled, please raise the issue with us first so we can review it carefully. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

11. 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 move or where provided by an adult customer. If we become aware that we have collected data improperly, we will take reasonable steps to delete it or restrict processing as appropriate.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or the services we provide. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how their data is protected.

In summary, this Privacy Policy sets out how Man And Van Elephant And Castle handles personal data responsibly and lawfully. It applies to all customers in the area and is intended to ensure that personal information is collected only when needed, used fairly, retained appropriately, and protected with suitable care.