Privacy Policy - Man And Van Elephant And Castle

This Privacy Policy explains how Man And Van Elephant And Castle collects, uses, stores, shares, and protects personal data in connection with the services it provides. It applies to all Man And Van Elephant And Castle customers in the area, including individuals and business customers who request quotations, make bookings, receive moving services, or otherwise interact with us. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Elephant And Castle provides removals, transport, and related moving services. In the course of delivering these services, we may act as a data controller for the personal data we collect and determine how and why it is used. In some limited circumstances, we may also act as a data processor when handling information strictly on behalf of a customer, for example when following a customer’s instructions for delivery details or special handling requirements.

2. Personal Data We Collect

We collect only the information that is necessary and relevant to provide our services, manage customer relationships, comply with legal obligations, and improve operations. Depending on the service requested, the types of data we may collect include:

Identity details such as name, title, and business name where applicable.
Contact details including phone number, email address, and service address.
Booking information such as moving dates, property access details, inventory lists, and service preferences.
Payment information such as billing records, transaction references, and proof of payment.
Communication records including emails, messages, notes from phone calls, and service enquiries.
Operational data relating to job instructions, delivery locations, and handling requirements.
Complaint and feedback data if you contact us with a concern, review, or dispute.

We do not intentionally collect special category data unless you choose to provide it and it is strictly necessary for the service, such as accessibility requirements or medical considerations linked to moving arrangements. If such information is shared, we will process it with additional care and only where appropriate and lawful.

3. How We Use Your Data

We use personal data to provide safe and efficient moving services and to manage our business operations. Typical uses include:

Providing quotations and confirming bookings.
Planning and carrying out removal and transport services.
Communicating with you about the service, arrival times, and any changes.
Processing payments and maintaining financial records.
Handling complaints, claims, and customer support requests.
Meeting legal, tax, accounting, and insurance obligations.
Preventing fraud, misuse, or unauthorised activity.
Improving service quality, training, and operational efficiency.

We will only use your personal data for the purposes for which it was collected unless we reasonably believe we need to use it for a compatible purpose or a legal obligation.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under the UK GDPR. Depending on the context, the lawful bases we rely on are:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, and carrying out the moving service you requested.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include customer administration, service improvement, security, and handling disputes.

Legal Obligation

We may process and retain certain records where required by law, such as tax, accounting, insurance, or compliance obligations.

Consent

Where consent is needed, we will ask for it clearly and separately. You may withdraw consent at any time, although this will not affect the lawfulness of any processing carried out before withdrawal.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services, run our business, or comply with legal requirements. These third parties act either as independent controllers or as processors acting on our instructions.

Examples of processors and service providers may include:

IT and cloud storage providers who host records and business systems.
Payment service providers who handle transactions securely.
Accounting and bookkeeping services that support financial administration.
Customer communication tools used for email, scheduling, and messaging.
Insurance or claims handlers where a service-related issue must be assessed.

Where we use processors, we ensure they are bound by appropriate contractual terms, confidentiality duties, and security obligations. We do not sell your personal data. We only share the minimum information required for the relevant purpose.

6. International Transfers

In some cases, service providers may store or access data outside the United Kingdom. If this happens, we will take appropriate steps to ensure your information is protected, such as using approved safeguards and contractual protections that meet UK GDPR standards.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including satisfying legal, tax, insurance, and accounting requirements. Retention periods may vary depending on the type of information and the reason for processing.

Booking and service records are normally kept for a reasonable period after the service is completed to handle follow-up queries, complaints, or claims.
Financial and tax records are retained for the period required by law.
Communication records may be kept where needed for evidence of instructions, disputes, or customer support.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

8. Data Security

We take reasonable and proportionate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, or alteration. These measures may include access controls, secure storage, limited permissions, staff confidentiality duties, and careful selection of service providers. While no system can be completely secure, we work to maintain a high standard of protection.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Depending on the circumstances, these 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 data.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain information in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent.

You also have the right to raise concerns with the Information Commissioner’s Office if you believe your data protection rights have not been respected. We encourage you to contact us first so we can try to resolve the matter promptly and fairly.

10. Cookies and Similar Technologies

If any digital services or systems are used to manage enquiries or bookings, they may rely on basic technical tools to function properly. These tools are used only where necessary for security, performance, or service delivery. Where consent is required for non-essential technologies, it will be requested separately.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidentally provided in connection with a household move. If we become aware that personal data has been collected unlawfully from a child, we will take appropriate steps to delete it.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or business practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Key Commitments

In summary, Man And Van Elephant And Castle is committed to processing personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear and legitimate purposes, share it only with trusted processors where necessary, and retain it only for as long as required. We respect your rights and aim to handle all information with care and accountability.

This Privacy Policy applies to all Man And Van Elephant And Castle customers in the area.