Privacy Policy - Southkensington Man And Van

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

1. Who We Are

Southkensington Man And Van acts as a data controller for the personal data we collect and use in the course of providing our services. This means we decide why and how your personal data is processed. In some cases, we may also use third-party service providers who process data on our behalf as data processors.

2. Personal Data We Collect

We collect only the information needed to provide our services properly, manage bookings, meet legal obligations, and improve customer experience. The types of personal data we may collect include:

Identity information such as your name, title, and, where relevant, company name.
Contact details such as phone number, email address, billing address, pickup address, and delivery address.
Booking and service details such as moving dates, access information, property details, inventory, and special handling requirements.
Payment information such as payment status, invoice details, and transaction references. We do not intentionally store full card details unless processed securely by a payment provider.
Communications such as messages, call notes, emails, and records of enquiries or complaints.
Identification and verification data where needed for fraud prevention, security, or legal compliance.
Technical data such as basic device or usage information if you interact with us electronically, where applicable.

We may also collect limited sensitive information only where necessary for the service, such as details about access needs, fragile items, or health-related considerations affecting the move. Where special category data is required, we apply additional safeguards and process it only when lawful to do so.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange and deliver moving or transport services.
To communicate about bookings, timing, access, and service updates.
To process payments, issue invoices, and maintain records.
To manage customer service, complaints, and dispute resolution.
To comply with legal, tax, accounting, and insurance obligations.
To prevent fraud, misuse, and unauthorised access.
To improve our operations, service quality, and internal training.

We will only use your data in ways that are compatible with the purposes explained in this policy. We do not sell personal data.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. We rely on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, carrying out removals, managing schedules, and providing related services.

Legal Obligation

We process data where required to comply with legal duties, such as tax recordkeeping, accounting obligations, insurance requirements, and responding to lawful requests from authorities.

Legitimate Interests

We may process data for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include improving services, managing customer relationships, securing our operations, preventing fraud, and retaining essential records. We always assess whether our interests are compatible with your privacy rights.

Consent

In limited situations, we may rely on your consent, for example where you agree to receive certain marketing communications or where special category data is processed and consent is the most appropriate basis. You may withdraw consent at any time where it is used as the lawful basis.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services, operate our business, or comply with law. These third parties act as processors or, in some cases, independent controllers. We only share the minimum data required and use appropriate contracts and safeguards.

Examples of processors or recipients may include:

Payment providers that securely process card or online payments.
Accounting and bookkeeping providers that help manage invoices and financial records.
IT and cloud service providers that store or support our business systems securely.
Communication service providers used for email, messaging, or telephone systems.
Insurance providers, legal advisers, and dispute resolution partners where needed.
Subcontractors or operational partners assisting with moves, deliveries, or logistics under our instruction.

Where processors handle your data on our behalf, they are required to act only under our instructions, keep the data confidential, and apply appropriate security measures. We do not permit processors to use your data for their own purposes.

6. International Transfers

If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal protections. We aim to keep data within secure environments and only transfer it where necessary.

7. Data Retention

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

Booking and service records are retained for a reasonable period to manage customer relationships and handle any issues arising after completion of the service.
Financial and tax records are retained in line with statutory requirements.
Communication records may be kept for a limited time to resolve queries, complaints, or service matters.
Where consent is the basis, data is kept only until consent is withdrawn or the purpose ends.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and safe disposal methods. While no system is completely risk-free, we take reasonable steps to protect the information we hold.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. Subject to certain exceptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for data you provided to us where processing is based on consent or contract and carried out by automated means.
Withdraw consent at any time where consent is the lawful basis.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO) if you believe your data has been handled improperly. We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

10. Marketing Communications

If we send marketing communications, we will do so only where permitted by law. You may opt out of marketing at any time. Even if you opt out of marketing messages, we may still contact you about bookings, invoices, service updates, or legal matters related to a service you have requested.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary in connection with a household move and with appropriate care. If we become aware that we have collected child-related data without a valid reason, we will take steps to delete it securely.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, practice, or our services. When we do, the updated version will explain the way we process data from that point onward. We encourage customers to review this policy periodically to stay informed.

13. Summary of Our Commitment

Southkensington Man And Van is committed to handling customer information responsibly. We collect only what is needed, use it for clear and lawful purposes, keep it for no longer than necessary, and share it only with trusted processors or where required by law. We respect your privacy rights and aim to maintain a transparent and secure approach to data protection for all customers in the area.

This policy applies to all Southkensington Man And Van customers in the area.