Privacy Policy - Man With Van Mortlake

This Privacy Policy explains how Man With Van Mortlake collects, uses, stores, and protects personal data in line with the UK GDPR and the Data Protection Act 2018. It applies to all Man With Van Mortlake customers in the Mortlake area, including individuals who request quotes, make bookings, receive removals or transport services, or otherwise interact with us in connection with our services.

1. Who We Are

For the purposes of data protection law, Man With Van Mortlake is the controller of the personal data described in this Privacy Policy. This means we decide why and how your personal data is processed when you use our services or contact us about a service.

We are committed to handling personal information fairly, lawfully, and transparently. We only collect data that is necessary for the services we provide, and we take appropriate steps to protect it.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity details such as your name and, where relevant, the name of your business or organisation.
Contact details such as your address, telephone number, and email address.
Service details such as pickup and delivery addresses, moving dates, item descriptions, property access information, and service preferences.
Payment and billing information such as payment method, billing address, and transaction records.
Communication records including emails, messages, booking notes, complaints, and customer support correspondence.
Usage and technical information such as basic website or device information if you interact with us online, including IP address or browser data where relevant.
Special category data only where you voluntarily provide it and where it is necessary for the service, for example health-related access needs, mobility requirements, or similar information that helps us safely deliver the service.

We do not seek to collect unnecessary personal information. If we ever need additional information, we will explain why it is required.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and deliver moving or transport services.
To communicate with you about your booking, schedule, and service requirements.
To process payments, manage invoices, and maintain financial records.
To respond to enquiries, concerns, feedback, or complaints.
To manage operational planning, including vehicle allocation and route arrangements.
To maintain internal records and improve our services.
To meet legal, accounting, insurance, and regulatory obligations.
To protect our business, staff, and customers against fraud, misuse, or security incidents.

We will only use your personal data in a way that is compatible with the purposes described in this policy, unless we have a lawful reason to use it otherwise.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. We rely on the following bases:

4.1 Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging services, managing bookings, and completing payments.

4.2 Legal Obligation

We may process and retain certain data to comply with legal obligations, including tax, accounting, insurance, and record-keeping requirements.

4.3 Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This may include service administration, business management, fraud prevention, and improving customer service.

4.4 Consent

Where required, we may rely on your consent. For example, if you provide optional health or access information beyond what is strictly necessary, we will only process it where lawful and appropriate. You may withdraw consent at any time, where consent is the basis relied upon.

4.5 Vital Interests

In rare cases, we may process data to protect someone’s vital interests, such as where urgent safety information is needed during a move.

5. Sharing Your Personal Data

We do not sell personal data. We may share information only where necessary and proportionate for the purposes described in this policy. Possible recipients include:

Payment providers who help process transactions securely.
Accountants and professional advisers who assist with compliance and financial administration.
IT and system providers who support data storage, communication, or operational tools.
Insurance providers where required for claims, coverage, or risk management.
Subcontractors or service partners involved in delivering the service, where relevant to your booking.
Authorities or regulators if we are required to do so by law or to defend legal rights.

Any third party receiving personal data is expected to process it securely and only for the agreed purpose.

6. Data Processors

We may use trusted data processors to help us operate our business. A processor is a third party that handles personal data on our instructions. Examples may include:

cloud storage providers;
email and communications platforms;
accounting and invoicing systems;
customer relationship management tools;
payment service providers;
IT maintenance and security support providers.

We require processors to implement appropriate technical and organisational measures to protect your data. They must not use your personal data for their own purposes unless separately authorised by law.

7. International Transfers

Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under data protection law.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, or reporting obligations.

Booking and service records are generally retained for the duration of the customer relationship and for a reasonable period thereafter.
Financial and tax records are retained for the period required by law.
Communication records may be retained for a period needed to handle queries, resolve disputes, and maintain accurate business records.
Optional information such as special access notes will be kept only as long as necessary for the related service or until it is no longer needed.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

9. Data Security

We use appropriate security measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and routine system oversight. While no system is completely risk-free, we work to maintain a high standard of protection.

10. Your Rights

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

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 circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests in certain circumstances.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law. We may need to verify your identity before acting on a request. In some cases, we may be unable to comply fully where legal exemptions apply.

11. Children’s Data

Our services are not directed at children, and we do not intentionally collect personal data from children except where it is incidentally provided in connection with a service request. Where such data is processed, it will be handled with care and only where lawful.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our processing practices. Any updated version will apply from the date it is made available. We encourage customers in Mortlake and the surrounding area to review this policy periodically.

13. Complaints

If you are concerned about how your personal data has been handled, you have the right to raise a complaint with the relevant data protection authority. We also encourage you to contact us first so we can try to resolve the issue promptly and fairly.

Man With Van Mortlake is committed to respecting your privacy and using your information responsibly. We process personal data only where there is a lawful basis, keep it only for as long as needed, and ensure that any processors or partners we use are subject to appropriate safeguards.