Privacy Policy

Kingston upon Thames Man and Van Privacy Policy

This Privacy Policy explains how Kingston upon Thames Man and Van collects, uses, stores and protects personal data relating to customers and potential customers in the Kingston upon Thames area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Kingston upon Thames Man and Van customers and enquirers whose personal data we process in connection with our man and van, removals and related services in the Kingston upon Thames area.

Who we are and scope of this policy

Kingston upon Thames Man and Van is a service provider offering man and van, removals, transport, and related services in and around Kingston upon Thames. For the purposes of data protection law, we act as the data controller for the personal data that we collect and use about you in connection with the provision of our services.

This policy covers personal data collected through direct contact with you, such as by phone, in person, or via online enquiries, as well as data obtained from third parties where this is necessary to provide our services.

What personal data we collect

We may collect and process the following categories of personal data, depending on how you interact with us and the services you request:

Identity and contact details, such as your name, title, address, and preferred methods of contact. Service and booking information, such as collection and delivery addresses, property access details, dates and times of moves, inventory or descriptions of items to be moved where necessary to perform the service, and any special instructions you provide. Payment and transaction data, such as information relating to payments you make to us and records of invoices and receipts. Communication records, such as emails and messages you send to us and any notes of conversations that are relevant to the services we provide. Website or digital interaction data, such as basic technical information or enquiry details when you contact us via online forms, subject to any cookie or similar policies that may apply.

We do not intentionally collect special category data such as health information or data relating to your religious beliefs or ethnicity. If you choose to share such information with us where relevant to the delivery of services, we will treat it with particular care and only use it where strictly necessary.

How we collect personal data

We collect personal data in several ways, including:

Directly from you when you contact us to request a quote, make a booking, or ask a question about our services. During the performance of our services, for example when we visit a property and you provide further instructions or access details. From third parties, such as landlords, estate agents or business contacts, where they are arranging services on your behalf and lawfully share your details with us. Through our website or other digital channels where you submit an enquiry form or request information.

Lawful basis for processing your data

We will only process your personal data where we have a lawful basis under data protection law. The main lawful bases we rely on are:

Contract: We process personal data where this is necessary to enter into a contract with you or to perform a contract for services, for example to provide quotes, manage bookings, carry out removals and process payments. Legal obligation: We may process personal data where we are required to do so in order to comply with legal or regulatory obligations, such as tax, accounting or insurance requirements. Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and where your rights do not override those interests. Examples include managing and improving our services, handling enquiries and complaints, and maintaining appropriate business records. Consent: In limited circumstances, we may rely on your consent, for example where you have clearly agreed to receive certain types of marketing communication. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We use your personal data for the following purposes:

To provide our services to you, including responding to enquiries, preparing and issuing quotes, arranging and carrying out moves, and providing related support. To manage bookings and customer relationships, including confirming details with you, updating you about the status of your booking, and dealing with any follow up queries. To process payments and maintain financial records, including issuing invoices and processing refunds where applicable. To communicate with you about our services, such as sending service updates, important notices or responding to any concerns you raise. To improve and manage our business operations, including training our staff, managing risk, and carrying out analysis related to performance and service quality. To meet legal and regulatory requirements, including responding to lawful requests from public authorities where applicable.

Data sharing and processors

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

Service providers acting as data processors, such as companies providing IT, hosting, secure data storage, and payment processing services, who only process your data on our instructions and under a written contract. Operational partners, such as subcontracted drivers or additional removal teams, where needed to fulfil your booking and only to the extent necessary for them to perform their duties. Professional advisers, such as accountants, insurers, or legal advisers, where this is necessary to manage our business and legal obligations. Public authorities or regulators where we are legally required to share information or where disclosure is necessary to protect our rights, your safety, or the safety of others.

Where we use data processors, we require them to keep your data secure and to process it only in accordance with our written instructions and data protection law.

Data retention and storage

We keep your personal data only for as long as is necessary to fulfil the purposes for which it was collected and to meet our legal, accounting and reporting obligations.

In general, we will retain customer and booking records for a period that allows us to handle queries, claims or complaints relating to the services we have provided and to comply with tax and financial record keeping requirements. After the applicable retention period has expired, we will securely delete or anonymise your data so that it can no longer be linked to you.

We take reasonable technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage.

International transfers

Where possible, we aim to keep your personal data within the United Kingdom or the European Economic Area. If we use service providers located outside these regions, we will take appropriate steps to ensure that your personal data is protected in a manner consistent with UK data protection law. This may include using standard contractual clauses or relying on other legally recognised transfer mechanisms.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions. These rights include:

Right of access: You have the right to request a copy of the personal data we hold about you and to receive certain information about how it is processed. Right to rectification: You have the right to ask us to correct or complete any inaccurate or incomplete personal data we hold about you. Right to erasure: In certain circumstances, you may have the right to request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected. Right to restrict processing: You may have the right to request that we restrict the processing of your personal data in certain situations, such as while we are investigating a concern about its accuracy. Right to data portability: In some cases, you may have the right to receive personal data you have provided to us in a structured, commonly used format and to ask us to transfer it to another organisation where this is technically feasible. Right to object: You may have the right to object to our processing of your personal data where we rely on legitimate interests, particularly in relation to direct marketing.

If you wish to exercise any of these rights, we may need to verify your identity before responding to your request.

Complaints and contact

If you have concerns about how we handle your personal data, you have the right to raise your concerns with us and we will do our best to address them. You also have the right to lodge a complaint with the Information Commissioner's Office in the United Kingdom if you are not satisfied with our response.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any changes will take effect as soon as the updated policy is made available. We encourage you to review this policy periodically to stay informed about how we protect your information.