Man with Van Charlton Privacy Policy

This Privacy Policy explains how Man with Van Charlton collects, uses, stores, and protects personal data in connection with our removal, transport, and related services. It applies to all Man with Van Charlton customers and prospective customers in our service area, including individuals and businesses who interact with us offline, by phone, or through any online enquiry form or digital channel we operate.

We are committed to protecting your privacy and handling your personal data in a transparent and lawful manner, in line with the UK General Data Protection Regulation and the Data Protection Act.

Data Controller

For the purposes of data protection law, Man with Van Charlton is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed in relation to our services.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data we may collect include:

Identity and contact information such as your name, address, collection and delivery addresses, contact details, and any other details you choose to provide when requesting a quote or booking a service.

Service and booking information such as dates and times of moves, details of the property, access information, inventory details, special handling instructions, and any related correspondence.

Payment and transaction information such as payment method, billing address, and records of payments made and received. We do not store full payment card details if card payments are processed through a third party payment provider.

Communications such as enquiries, emails, messages, and phone call notes, including any feedback or complaints and information you provide during those communications.

Technical and usage data where relevant to our online presence, such as IP address, approximate location data, device and browser information, and basic analytics data relating to visits to our website or digital channels, where applicable.

How We Collect Your Data

We collect personal data directly from you when you request a quote or make a booking, contact us by phone or through any online enquiry form, communicate with us by email or other messaging channels, or provide information at your property on the day of service.

We may also collect data indirectly from third parties such as online directories or comparison sites where you have requested that your details be passed to service providers like us, or payment service providers that confirm whether your payment has been authorised.

Lawful Bases for Processing

We only process your personal data where there is a valid legal basis under data protection law. The main lawful bases we rely on are:

Contract. We process data to provide you with a quote, to perform a removal or transport service you have booked, to manage your booking, and to handle payment and related obligations.

Legitimate interests. We process data for our legitimate business interests, including managing and improving our services, keeping appropriate business records, responding to enquiries, and preventing fraud or misuse of our services. We always balance these interests against your rights and freedoms.

Legal obligation. We process certain data to comply with legal and regulatory requirements, such as tax and accounting rules, and to respond to lawful requests from authorities if required.

Consent. Where required by law, we may rely on your consent to process certain data, for example for specific marketing communications that are not covered by legitimate interests. You can withdraw your consent at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotes, plan, and deliver removal and transport services that you request or book with us.

To communicate with you about your enquiry or booking, including confirming dates and times, discussing access arrangements, and resolving any issues.

To take and process payments, issue invoices and receipts, keep financial records, and manage debts or disputes.

To manage our relationship with you, including handling feedback and complaints, and providing aftercare where relevant.

To operate, maintain, and improve our services, including internal administration, record keeping, staff training, and service quality monitoring.

To protect our business, staff, and customers, including preventing and detecting fraud, misuse of services, or other unlawful activities.

To comply with legal obligations and respond to lawful requests from regulators, law enforcement, or other authorities where required.

Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this Privacy Policy and to meet legal, accounting, or reporting requirements.

In general, we retain customer and booking records for a period that allows us to deal with queries, complaints, and potential legal claims. Financial and transactional records are kept for the periods required by tax and accounting laws. Communications are retained for a reasonable time to manage our relationship with you and to maintain business records.

When we no longer need your personal data, we will securely delete or anonymise it so that it can no longer be associated with you.

Data Sharing and Processors

We do not sell your personal data. We may share your data with selected third parties where necessary for the purposes described above, including:

Service providers that act as data processors on our behalf, such as payment processors that handle card payments, IT and hosting providers that support our systems and website, and customer management or accounting service providers that store and manage our records.

Professional advisers such as accountants, insurers, or legal advisers, where this is necessary for business administration or to manage claims or disputes.

Authorities and regulators where we are legally required to do so, or where we must protect our rights, customers, or staff.

When we use processors, they are only permitted to process your data in accordance with our instructions and for the agreed purposes, and they are required to implement appropriate security measures.

International Transfers

If any of our service providers store or process data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other lawful transfer mechanisms, to protect your personal data to a standard equivalent to that in the UK.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures include restricted access to personal data, secure storage practices, and procedures to deal with any suspected data breach. If we are legally required to notify you of a breach affecting your personal data, we will do so in accordance with applicable laws.

Your Rights Under Data Protection Law

As a customer or prospective customer of Man with Van Charlton, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions in the law:

Right of access. You have the right to request a copy of the personal data we hold about you and information about how we process it.

Right to rectification. You can ask us to correct any inaccurate or incomplete data we hold about you.

Right to erasure. In certain circumstances, you can request that we delete your personal data.

Right to restriction. You can ask us to limit how we process your data in certain situations, for example while we verify its accuracy.

Right to data portability. In some cases, you may request that we provide your personal data in a structured, commonly used format so that you can transfer it to another service provider.

Right to object. You have the right to object to processing based on our legitimate interests, and to any direct marketing we may undertake.

Rights in relation to consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing before consent was withdrawn.

To exercise any of these rights, please contact us using the contact details provided on our website or correspondence. We may need to verify your identity before responding to your request. We aim to respond within the time limits set by law.

Complaints

If you are unhappy with how we handle your personal data, you can contact us in the first instance so we can try to resolve your concerns. You also have the right to lodge a complaint with the Information Commissioner's Office or your local supervisory authority, depending on your location.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. The updated version will apply from the date it is published. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.

This Privacy Policy applies to all Man with Van Charlton customers and prospective customers in our service area and governs the personal data we collect and process in connection with our services.