Privacy Policy - Kingstonuponthames Man And Van

This Privacy Policy explains how Kingstonuponthames Man And Van collects, uses, stores, shares, and protects personal data. It applies to all Kingstonuponthames Man And Van customers in the area, including individuals, households, and businesses who request, book, or receive our moving, delivery, packing, loading, unloading, storage-related, or related transport services.

We are committed to handling personal data in a lawful, fair, and transparent way under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what data we collect, why we collect it, the legal grounds we rely on, how long we keep it, who may process it on our behalf, and the rights available to you.

1. Personal Data We Collect

We collect only the information needed to manage enquiries, provide services, meet legal obligations, and improve our operations. The categories of personal data may include:

Identity details: name, title, and, where relevant, business name.
Contact details: telephone number, email address, billing address, and service address.
Service information: moving date, pickup and delivery locations, inventory details, access notes, floor level, parking or loading restrictions, and special handling requirements.
Payment information: payment status, invoice records, and transaction references. We do not store unnecessary card details unless required by a secure payment processor.
Communication records: emails, messages, call notes, quotes, complaints, and feedback.
Technical data: basic website or device information if you visit our online pages, such as IP address, browser type, and usage data, where applicable.
Optional special category data: in limited cases, you may choose to share information that reveals health or accessibility needs so we can provide a safer move. We only process this where necessary and with appropriate safeguards.

We aim to collect data directly from you whenever possible. In some cases, data may also be supplied by a representative, landlord, business client, payment provider, or another party involved in arranging the service.

2. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to arrange bookings and deliver moving services;
to communicate about schedules, access, delays, or changes;
to process payments, send invoices, and manage account records;
to handle complaints, claims, and customer support requests;
to meet legal, tax, accounting, and insurance obligations;
to maintain service quality, prevent fraud, and protect our business;
to improve our operations, training, and customer experience;
to keep internal records and demonstrate that we have met our obligations.

We do not use your personal data for unrelated purposes that would be incompatible with the original reason it was collected unless we have a valid legal basis or your consent where required.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for using personal data. Kingstonuponthames Man And Van relies on the following bases:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, carrying out the move, issuing invoices, and communicating about the service.

Legal Obligation

We may process and retain certain information because the law requires it, such as records for tax, accounting, health and safety, insurance, or regulatory compliance.

Legitimate Interests

We may use data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing customer relations, improving services, maintaining security, preventing misuse, and handling operational administration.

Consent

In some situations, we rely on your consent, for example if you voluntarily provide special category information or agree to a form of optional communication. Where consent is used, you may withdraw it at any time. Withdrawal will not affect processing that took place before consent was withdrawn.

Vital Interests

In rare cases, we may process information to protect someone’s life or physical safety, for example in an urgent emergency situation.

4. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and in line with legal and business requirements. Retention periods may vary depending on the type of record and the reason it is held.

Quotation and enquiry records: kept for a reasonable period to manage future booking requests and customer service.
Booking and service records: retained for the duration of the service and for a period after completion to manage disputes, claims, or follow-up matters.
Invoices and accounting records: kept for the period required by tax and accounting law.
Complaint, incident, and claims records: retained for as long as needed to resolve the matter and defend or establish legal claims.
Consent-based records: kept until you withdraw consent or the data is no longer needed.

When data is no longer required, we will delete, anonymise, or securely destroy it. We do not keep personal data indefinitely.

5. Processors and Sharing of Data

We may share personal data with trusted third parties who act as processors on our behalf or, in some cases, as separate controllers. These parties are only given access to the information necessary to perform their role and are required to handle it securely and lawfully.

Payment processors: to process transactions securely.
Accounting and bookkeeping providers: to manage invoices, tax records, and financial administration.
IT and cloud service providers: to store data, maintain systems, and support communications.
Customer management or scheduling tools: to organise bookings and service delivery.
Insurance providers and claims handlers: where needed to handle liability, damage, or incident issues.
Professional advisers: such as legal or financial advisers, where necessary.
Public authorities: where disclosure is required by law or to protect rights, safety, or security.

We require processors to implement appropriate technical and organisational measures, to process data only on our instructions, and to respect confidentiality. If data is transferred outside the UK, we will ensure appropriate safeguards are in place in accordance with data protection law.

6. Data Security

We use reasonable and appropriate measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality duties, and restricted data access on a need-to-know basis.

While no system can be guaranteed as completely secure, we work to reduce risks and respond promptly to any suspected data incident.

7. Your Rights

As a data subject under UK GDPR, you have the following rights in relation to your personal data, subject to conditions and exceptions provided by law:

Right of access: you may request a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete data.
Right to erasure: in certain cases, you may request deletion of your data.
Right to restriction: you may ask us to limit how we use your data in certain circumstances.
Right to data portability: you may request data you provided to us in a structured, commonly used format where applicable.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you believe your rights have been infringed, you also have the right to raise a complaint with the UK data protection authority. We encourage you to contact us first so we can try to resolve any concern promptly and fairly.

8. Children’s Data

Our services are generally intended for adults arranging removals or related services. We do not knowingly collect personal data from children unless it is necessary in connection with a household move and provided by an adult customer or authorised representative. If we become aware that we have received data we do not need, we will take appropriate steps to remove it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, services, or operational practices. The latest version will always govern how we use personal data. We encourage customers to review the policy periodically so they remain informed about how their information is handled.

10. Summary of Our Commitment

Kingstonuponthames Man And Van respects your privacy and is committed to lawful, transparent, and responsible data handling. We collect only the information needed to provide our services, use it for clear and legitimate purposes, retain it only as long as necessary, share it only with appropriate processors or legal recipients, and support your rights under data protection law. This policy applies to all Kingstonuponthames Man And Van customers in area.