Privacy Policy - Clapham Man And Van

This Privacy Policy explains how Clapham Man And Van collects, uses, stores, and protects personal data in connection with the services we provide. It applies to all Clapham Man And Van customers in the area, including anyone who requests a quote, books a service, receives a moving service, or otherwise interacts with us as part of a home, office, or single-item move.

We are committed to handling personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to be transparent about what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights individuals have over their personal information.

1. Information We Collect

We collect only the information needed to provide moving and related services safely, efficiently, and lawfully. The categories of personal data we may collect include:

Identity information: name, title, and any details needed to identify the customer or the person authorising the move.
Contact information: address, telephone number, email address, and any preferred communication details.
Service information: move date, collection and delivery addresses, inventory details, access requirements, parking notes, and any special instructions relating to the move.
Payment information: payment status, transaction references, billing details, and limited financial information required to process payments or issue invoices. We do not keep unnecessary payment card data where this is handled by secure payment providers.
Communication records: emails, text messages, call notes, quotation requests, complaints, and service feedback.
Operational information: records relating to service completion, scheduling, claims, or disputes.
Technical information: limited information such as device or browser data may be collected if you interact with us through digital systems used for administration, security, or fraud prevention.

We do not intentionally collect special category data unless it is necessary and you have chosen to provide it. If such information is shared with us, for example where it is relevant to access arrangements or vulnerable customer needs, we will handle it with extra care and only where permitted by law.

2. How We Use Personal Data

We use personal data to deliver our services and to manage the relationship we have with customers. Typical uses include:

providing quotations and responding to enquiries;
planning, scheduling, and completing removals and related services;
managing customer accounts and service records;
processing payments, invoices, and refunds where applicable;
communicating about bookings, changes, delays, or service updates;
handling complaints, feedback, and claims;
maintaining security, preventing fraud, and protecting our business and customers;
meeting legal, tax, insurance, and regulatory obligations.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for a compatible purpose that is allowed by law. We do not sell personal data.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. We may rely on one or more of the following bases:

Contract

Most of the data we process is necessary to enter into or perform a contract with a customer. This includes preparing quotes, arranging removals, contacting customers about bookings, and delivering the requested service.

Legal Obligation

We process certain information to comply with legal obligations such as tax, accounting, insurance, and record-keeping requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by the rights and freedoms of the individual. This may include managing operations, improving services, preventing fraud, maintaining security, and keeping appropriate business records. Where we rely on legitimate interests, we consider the impact on individuals and ensure the processing is proportionate.

Consent

In limited situations, we may rely on consent, for example where we use optional marketing communications or process particular information that is not necessary for the service. Where consent is used, it will be specific, informed, and freely given, and it can be withdrawn at any time.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to run our business and provide services. These third parties act as processors or, in some cases, independent controllers. We only share the minimum information needed and require appropriate safeguards.

Examples of processors and service providers may include:

Payment providers that handle transactions securely;
Booking and administration software providers used to manage schedules, customer records, and invoices;
Email and communication service providers that support business correspondence;
IT support and cloud storage providers that maintain our systems and data security;
Professional advisers such as accountants, insurers, and legal advisers where required;
Subcontracted service partners where necessary to help complete a move or related task;
Authorities and regulatory bodies where disclosure is required by law or to protect legal rights.

All processors are expected to handle data securely, act only on our instructions where applicable, and comply with data protection requirements. We take reasonable steps to ensure contracts are in place with any processors that access personal data on our behalf.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including for legal, accounting, and operational requirements. Retention periods may vary depending on the type of information and the context in which it was collected.

Quotation and enquiry records: kept for a limited period to manage follow-up, business administration, and dispute handling.
Customer and service records: kept for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records: retained for the period required by law.
Complaints, claims, and incident records: kept long enough to manage the matter and protect legal interests.

When data is no longer needed, we will securely delete it, anonymise it, or otherwise dispose of it in line with our retention procedures. We do not keep data indefinitely.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include access controls, secure storage, staff awareness, and limiting the amount of data shared with third parties.

Although no system can be guaranteed to be completely secure, we work to protect information in a manner that is proportionate to the type of data we process and the risks involved.

7. Your Rights

Individuals have rights in relation to their personal data under data protection law. Depending on the circumstances, these may include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain situations;
restrict processing in certain cases;
object to processing based on legitimate interests or direct marketing;
data portability for information you have provided to us in specific circumstances;
withdraw consent where consent is the lawful basis for processing.

If you make a request, we may need to verify your identity before responding. We aim to respond within the time limits set by law. In some situations, rights may not apply in full because of legal obligations, third-party rights, or exemptions permitted by law.

You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe your data has been handled unfairly or unlawfully. We encourage you to raise concerns directly with us first so we can try to resolve them promptly.

8. Marketing Communications

We may send limited marketing communications where permitted by law and where you have not opted out. These may include service-related updates or information about services similar to those previously requested. You can object to direct marketing at any time, and we will respect your choice.

We will not use your data for unrelated marketing purposes without a valid lawful basis.

9. Children’s Data

Our services are generally intended for adults arranging moving services. We do not knowingly collect personal data from children except where it is incidental to a customer record and necessary for the service, such as household occupancy details. Where children’s data is processed, we do so only when appropriate and with due care.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updates will take effect when published or communicated as required. We encourage customers to review this policy periodically so they remain informed about how their personal data is used.

11. Summary of Our Commitment

Clapham Man And Van is committed to processing personal data lawfully, fairly, and transparently. We collect only the data needed to deliver moving services, use it for clear and legitimate purposes, retain it only for as long as necessary, and share it only with trusted processors or where required by law. We also respect the rights of all customers in the Clapham area and take privacy seriously at every stage of our service.

In short: we handle personal information responsibly, keep it secure, and use it only when there is a proper legal reason to do so.