Privacy Policy - Man And Van Balham

This Privacy Policy explains how Man And Van Balham collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Balham customers in the area, including individuals and businesses who request, book, receive, or enquire about our moving, delivery, loading, unloading, packing, and related services. We are committed to processing 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 customers, prospective customers, website or platform visitors where applicable, and anyone who communicates with us in relation to our services. It also applies to individuals whose data may be provided to us by a customer, such as a collection or delivery contact, building manager, landlord, tenant, or recipient of goods.

We only process personal data that is relevant and necessary for the services we provide and for the purposes described in this policy.

2. Information we collect

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

Identity details such as name, title, and business name.
Contact details such as telephone number, email address, billing address, collection address, and delivery address.
Service and booking details such as move date, access information, inventory notes, special handling requirements, and service preferences.
Payment and transaction details such as payment status, invoice details, and limited financial information necessary to process payments.
Communication records including emails, call notes, messages, complaints, and feedback.
Property and access information such as floor level, parking restrictions, lift access, loading instructions, and entry requirements.
Technical data where applicable, such as IP address, device information, and usage data generated through digital communication tools or booking systems.
Special category data only where strictly necessary and only if you choose to provide it, for example information about mobility needs or health-related access requirements so we can deliver services safely and appropriately.

We do not intentionally collect more information than needed. Personal data is limited to what is necessary for planning, delivering, and managing our services.

3. How we collect data

We may collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or other messaging methods;
provide instructions for a move, delivery, or related service;
pay for services or request an invoice;
submit a complaint, query, or feedback.

We may also receive personal data from third parties where relevant, such as a business client, landlord, property manager, or another person authorised to arrange services on your behalf.

4. Lawful basis for processing

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

Contract – processing is necessary to provide a quote, enter into a service agreement, perform the move or delivery, and manage billing and service delivery.
Legal obligation – processing is necessary to comply with tax, accounting, insurance, and record-keeping requirements.
Legitimate interests – processing is necessary for the operation, improvement, security, and administration of our services, provided those interests do not override your rights and freedoms.
Consent – where required, for example in relation to certain optional communications or special category data that you choose to share for service-related accommodation.
Vital interests – in rare cases where processing is needed to protect someone’s life or physical safety.

Where consent is used, you can withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

5. How we use personal data

We use personal data for the following purposes:

to provide quotes, confirm bookings, and arrange service logistics;
to carry out moving, transport, loading, and unloading services;
to communicate about schedules, access, and service changes;
to issue invoices, process payments, and keep financial records;
to handle enquiries, complaints, and customer support;
to improve service quality, planning, and operational efficiency;
to maintain safety, security, and fraud prevention measures;
to comply with legal and regulatory obligations.

We may also use aggregated or anonymised information for business analysis. This information does not identify you personally.

6. Sharing your data and processors

We may share personal data with trusted third parties, but only where necessary and subject to appropriate safeguards. These third parties may act as processors or independent controllers depending on the service they provide.

Typical processors may include:

Payment processors that handle card or electronic payments.
Accounting and invoicing providers that help manage financial records.
IT and cloud service providers that store or support data systems securely.
Communication service providers used to send messages or manage customer correspondence.
Business administration tools used for scheduling, quotations, and internal record keeping.
Professional advisers such as accountants, insurers, or legal advisers where necessary.

Where we use processors, they are required to act only on our instructions, protect personal data, and implement appropriate technical and organisational security measures.

We may also disclose data if required by law, court order, regulatory authority, or to establish, exercise, or defend legal claims.

7. Retention of personal data

We retain personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, tax, and insurance requirements.

Booking and service records are generally retained for a period necessary to manage customer relationships and operational history.
Financial and invoice records are kept for the period required under tax and accounting law.
Complaints and correspondence may be retained for a reasonable period to resolve disputes and improve service quality.
Special category or sensitive information is kept only as long as needed for the specific service purpose and then deleted or securely anonymised.

When data is no longer required, we will securely delete, destroy, or anonymise it. Retention periods may vary depending on the type of data and our legal duties.

8. Security of your information

We take appropriate measures to protect personal data against accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, limited permissions, and staff awareness of data protection responsibilities.

Although no system can be completely secure, we work to keep personal data protected and to minimise risk.

9. Your rights under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits and exemptions, these rights may include:

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 data in certain circumstances.
Right to restrict processing – to ask us to limit how we use your data in some cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

10. International transfers

If any processor or service provider stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations or approved contractual protections, to maintain a level of protection consistent with UK GDPR.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, service operations, or data handling practices. Any revised version will apply from the date it is issued. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

12. Summary of our commitment

Man And Van Balham is committed to handling personal data responsibly, lawfully, and securely. We collect only the information needed to provide efficient and reliable services, use clear lawful bases for processing, retain data only for necessary periods, and work with processors that are bound to safeguard information. Your privacy and trust are important to us.