Privacy Policy - Richmonduponthames Man And Van

This Privacy Policy explains how Richmonduponthames Man And Van collects, uses, stores, shares, and protects personal data when providing removal, delivery, collection, and related services. It applies to all Richmonduponthames Man And Van customers in the area, including individuals and business customers who enquire about, book, or receive our services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Richmonduponthames Man And Van acts as the data controller for the personal information described in this policy. This means we decide why and how your personal data is processed when you use our services or communicate with us in connection with them. We only collect and use personal data where it is necessary for our legitimate business operations, to perform our services, or to comply with legal obligations.

2. Personal Data We Collect

We may collect and process several types of personal data depending on the service you request, the stage of your booking, and the way you interact with us. This may include:

Identity information such as your name and, where relevant, business name.
Contact details such as telephone number, email address, and service address.
Booking and service information including moving dates, property access details, inventory notes, and delivery or collection instructions.
Payment and transaction details where required to process charges, issue invoices, or record payments.
Communication records such as emails, text messages, call notes, and complaint or feedback details.
Operational information such as vehicle allocation, route planning, and job completion records.
Technical data if you interact with our digital systems, including basic device and usage information where applicable.

We do not seek to collect special category data unless it is necessary and you have provided it voluntarily, for example if you share information relevant to access needs or vulnerability considerations. If such information is provided, we will process it with additional care and only where lawful to do so.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange bookings and carry out moving or transport services.
To communicate about scheduling, changes, access arrangements, and service updates.
To process payments, prepare invoices, and manage accounts.
To handle complaints, claims, or customer support requests.
To maintain internal records, quality control, and business administration.
To comply with tax, accounting, insurance, and other legal obligations.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We only process data to the extent necessary for these purposes and we aim to keep information accurate, relevant, and up to date.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis before processing your personal data. Depending on the context, we rely on the following lawful bases:

Performance of a contract: when processing is necessary to provide a quote, make a booking, deliver services, or take steps at your request before entering into a contract.
Legitimate interests: when processing is necessary for our legitimate business interests, such as managing operations, improving service quality, defending legal claims, or maintaining security, provided your rights and interests do not override those interests.
Legal obligation: when processing is needed to comply with legal or regulatory requirements, including record-keeping, taxation, and accounting obligations.
Consent: in limited situations where we specifically ask for your consent, such as optional marketing communications or the use of certain non-essential processing activities. Where consent is used, you may withdraw it at any time.

If we need to process special category data, we will only do so where a specific condition under data protection law applies and, where required, with your explicit consent.

5. Sharing Your Personal Data

We may share personal data with trusted third parties where necessary to deliver our services or meet legal requirements. These may include:

Payment service providers who help process card or electronic payments.
Accountancy and bookkeeping providers who assist with financial administration.
IT and cloud service providers who support storage, communication, scheduling, or record management systems.
Insurance providers, legal advisers, or dispute resolution professionals where required for claims handling or legal support.
Delivery or logistics partners where subcontracted support is required to complete a service.
Public authorities such as HMRC, regulators, or law enforcement where we are legally required to do so.

All processors and service providers are required to handle data securely and only in accordance with our instructions. We do not sell personal data. Where third parties act as independent controllers, they will be responsible for their own compliance and privacy practices.

6. Data Processors

When we use external providers to process personal data on our behalf, they act as processors. We select processors carefully and require appropriate contractual safeguards to ensure that personal data is protected. These safeguards may include confidentiality commitments, technical and organisational security measures, limits on sub-processing, and instructions restricting use of data to specific services only.

Processors may include software providers, secure document storage services, accounting platforms, messaging systems, and payment processors. We assess whether they implement suitable controls such as access restrictions, encryption, backup arrangements, and incident response procedures. If a processor no longer needs the information, it must delete or return it in line with our instructions.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and no longer than required by law. Retention periods depend on the type of data and the reason for processing. In general:

Booking and service records are retained for a period needed to manage customer relationships, resolve disputes, and support operational needs.
Financial and tax-related records are retained for the period required by accounting and tax laws.
Communication records may be kept for a reasonable period to manage queries, complaints, or claims.
Any information no longer needed is securely deleted, anonymised, or otherwise disposed of.

Where the same information is needed for multiple purposes, we keep it for the longest applicable retention period. We apply retention limits so that personal data is not held indefinitely without a valid reason.

8. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include controlled access to records, secure passwords, device protection, staff confidentiality obligations, and careful selection of service providers. While no system can be guaranteed completely secure, we take reasonable steps to reduce risk and to respond promptly if an issue arises.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to limitations depending on the legal basis for processing and the circumstances of your request. Your rights include:

The right of access to obtain confirmation of whether we process your data and to receive a copy of it.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain circumstances, such as where data is no longer needed or where consent is withdrawn and no other lawful basis applies.
The right to restriction of processing in certain situations, for example while accuracy or legal grounds are being reviewed.
The right to data portability where processing is based on consent or contract and carried out by automated means, allowing you to receive certain data in a structured format.
The right to object to processing based on legitimate interests or direct marketing.
The right to withdraw consent where consent is the legal basis for processing.

If you wish to exercise any of these rights, we will assess your request in line with applicable law and respond within the required time period. We may need to verify your identity before acting on a request.

10. Marketing and Communications

We only send marketing communications where permitted by law. If we rely on consent, you may opt out at any time. If we rely on legitimate interests for limited business-to-business contact, we will still respect your right to object. Service-related communications, such as booking confirmations or operational updates, are not marketing and may still be necessary for contract performance.

11. International Transfers

Where personal data is transferred outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place. These may include adequacy regulations, contractual protections, or other legally recognised transfer mechanisms. We aim to ensure that any international transfer is handled securely and lawfully.

12. Changes to This Policy

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

13. Summary of Our Approach

Richmonduponthames Man And Van is committed to responsible data protection. We collect only the information needed to provide our services, use it on a lawful basis, store it securely, share it only with appropriate processors or where legally required, and retain it only for as long as necessary. We also respect your rights and aim to handle all personal data in a transparent and fair manner.

Important Notice

This policy applies to all Richmonduponthames Man And Van customers in the area. By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy and in accordance with applicable data protection laws.