Privacy Policy - Croydon Man And Van

This Privacy Policy explains how Croydon Man And Van collects, uses, stores, and protects personal data when providing removal, delivery, and transport services. It applies to all Croydon Man And Van customers in the area, including prospective customers, current customers, and anyone who makes an enquiry or booking. We are committed to handling personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Croydon Man And Van acts as the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means of processing personal data for our services. We only collect and use personal data where there is a lawful reason to do so, and we take steps to ensure that data is used fairly, securely, and transparently.

2. Personal Data We Collect

We may collect different types of personal data depending on how you interact with us and the services you request. The categories of data may include:

Identity data such as your name and title.
Contact data such as your phone number, email address, and service address.
Booking data including move dates, item details, access information, and service preferences.
Payment data such as payment confirmation and billing-related information.
Communication data including messages, enquiry details, and notes from phone calls or correspondence.
Service and operational data such as route details, parking access, loading requirements, and job history.
Technical data if you interact with our digital systems, including basic device or usage information.

We do not seek to collect unnecessary personal data. We limit collection to what is relevant for quoting, booking, delivering, and improving our services.

Special Category Data

We do not normally collect special category data, such as data relating to health, religion, ethnicity, or political opinions. If you voluntarily provide such information, for example because it is relevant to access arrangements or service safety, we will only process it where necessary and with appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings, schedule services, and complete removals or deliveries.
To communicate with customers about service details, changes, or updates.
To process payments and maintain business records.
To handle complaints, claims, or service issues.
To comply with legal and regulatory obligations.
To maintain the safety, quality, and efficiency of our operations.
To improve our services and customer experience.

We only use personal data in ways that are compatible with the original purpose for which it was collected, unless we have a valid legal reason to use it for another purpose.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each processing activity. We rely on the following lawful bases:

Contract - where processing is necessary to enter into or perform a contract with you, such as providing a quotation, taking a booking, or completing a removal service.
Legitimate interests - where processing is necessary for our legitimate business interests, provided these do not override your rights and freedoms. This may include service planning, record keeping, preventing fraud, and improving operations.
Legal obligation - where processing is necessary to comply with legal and regulatory requirements, such as tax, accounting, and business record obligations.
Consent - where we rely on your permission, for example in limited cases involving optional communications or the processing of certain sensitive information you choose to provide.

Where we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Data with Processors and Other Parties

We may share personal data with trusted third parties who help us deliver our services. These parties act as processors or, in some cases, independent controllers. We only share the data that is necessary and require appropriate safeguards to be in place.

Examples of processors may include:

IT and cloud storage providers that support our systems and record keeping.
Payment service providers that handle transactions securely.
Administrative support services that assist with booking and documentation.
Professional advisers such as accountants, where needed for financial and compliance purposes.

We may also disclose data where required by law, by a court order, or to protect our legal rights, the safety of our staff, customers, or the public. We do not sell personal data.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, or reporting obligations. The retention period depends on the type of data and the reason it was collected.

Enquiry records may be kept for a reasonable period to manage follow-up queries and service history.
Booking and service records may be retained for customer care, dispute resolution, and business administration.
Financial and tax records are generally kept for the period required by law.
Complaint or claims records may be retained for as long as needed to resolve the matter and defend legal claims.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful handling of customer records.

While no system can be guaranteed to be completely secure, we regularly review our practices and take reasonable steps to reduce risk. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in accordance with legal requirements.

8. Your Rights

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

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

We may need to verify your identity before responding to a request. We will respond within the time limits required by law and will not charge a fee unless the request is manifestly unfounded, excessive, or repetitive.

9. Automated Decision-Making

We do not normally use automated decision-making that produces legal or similarly significant effects about you. If this changes in the future, we will provide clear information about how such processing works and your rights in relation to it.

10. Cookies and Website Use

If we use any online systems or digital services, limited technical information may be collected to support basic functionality, security, and performance. Where cookies or similar technologies are used, they will only be employed in accordance with applicable law. Any optional tracking would be based on consent where required.

11. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as approved contractual protections or transfers to countries recognised as providing adequate protection. We will take reasonable steps to make sure your data remains protected to the standard required by law.

12. Children’s Data

Our services are intended for adult customers. We do not knowingly collect personal data from children unless it is necessary in the context of a service request and provided by an adult customer. If we become aware that we have collected data from a child without appropriate lawful basis, we will take steps to delete it where required.

13. Changes to This Policy

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

14. Complaints

If you are unhappy with how we handle your personal data, you have the right to raise a concern with the relevant data protection authority in the UK. You may also choose to contact us first so that we can review and address your concern. We will take data protection matters seriously and aim to resolve issues in a fair and timely manner.

By using our services, making an enquiry, or placing a booking, you acknowledge that you have read and understood this Privacy Policy.