Privacy Policy - Roehampton Man And Van

This Privacy Policy explains how Roehampton Man And Van collects, uses, stores, shares, and protects personal data in connection with our removal and van services. It applies to all Roehampton Man And Van customers in the area, including individuals, households, landlords, tenants, students, and businesses who use our services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Roehampton Man And Van provides local moving and transportation services. In order to deliver these services efficiently, we may need to collect and use personal data about customers, property access arrangements, payment details, and service requirements. This policy explains what we do with that information and the rights you have regarding your data.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing bookings, communicating with customers, and meeting legal obligations. Depending on the service requested, we may collect the following categories of data:

• Identity information: name, title, and any business or household details needed to identify the customer.
• Contact details: phone number, email address, service address, collection address, and delivery address.
• Booking and service information: move dates, item descriptions, access instructions, property size, parking notes, and special handling requirements.
• Payment information: payment status, transaction reference, billing records, and limited financial details necessary to process payments.
• Communication records: emails, messages, call notes, complaint details, and service updates.
• Technical information: basic device or browser information if you contact us through digital channels, where relevant for security and service administration.
• Special category data: we do not actively seek sensitive data. However, if a customer voluntarily provides information that could reveal health conditions, accessibility needs, or other sensitive matters, we will only use it where necessary and appropriate to deliver the service safely.

We do not collect more data than is needed for the relevant purpose. Where possible, we encourage customers to avoid sharing unnecessary personal details.

3. How We Use Your Data

We use personal data for the following purposes:

• to take bookings and arrange moving or transport services;
• to confirm service details and provide updates;
• to plan routes, schedules, loading requirements, and staffing;
• to process payments and maintain financial records;
• to respond to queries, complaints, and service requests;
• to improve our operations, customer experience, and internal administration;
• to keep records for insurance, dispute resolution, and legal compliance;
• to protect our business, staff, and customers from fraud, misuse, or unlawful activity.

We will only use your personal data for the purposes stated in this policy, or for compatible purposes that are reasonably related to the original reason it was collected.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Roehampton Man And Van relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes managing your booking, arranging your move, communicating about the service, and processing payment.

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. Examples include service improvement, fraud prevention, record management, and responding to complaints.

Legal Obligation

We may process and retain data where we are required to do so by law, such as for tax, accounting, insurance, or regulatory purposes.

Consent

In limited cases, we may rely on your consent, particularly where you provide optional information or agree to receive certain communications. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data only where necessary and only with trusted third parties who help us run our services. These parties act as processors or independent service providers and are required to handle personal data securely and lawfully. Examples include:

• payment processors that handle card or electronic payments;
• booking, administration, or scheduling tools;
• IT and cloud storage providers;
• accounting or bookkeeping services;
• insurance providers or claims handlers where required;
• professional advisers such as legal or tax advisers;
• transport or subcontracted support providers when needed to complete a move.

Where we use processors, we ensure they only process data on our instructions and provide appropriate technical and organisational safeguards. We do not sell personal data.

We may also disclose data where required by law, to a court, regulator, police authority, or other public body, or where necessary to protect our rights, property, staff, customers, or the public.

6. Data Retention

We keep personal data only for as long as it is needed for the purpose it was collected and to meet legal, accounting, insurance, or operational obligations. Retention periods may vary depending on the type of information and the reason for processing. In general:

• Booking and service records may be retained for a reasonable period after completion of the job to handle queries, follow-up issues, and dispute resolution.
• Payment and accounting records are kept for the period required by tax and financial regulations.
• Communication records may be kept for customer service, evidence, and quality assurance purposes.
• Complaint or claim records may be retained longer where necessary to defend or pursue legal claims.

When data is no longer needed, we will securely delete, anonymise, or destroy it.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, and staff awareness of data protection responsibilities. No system is completely secure, but we work to reduce risk and maintain a strong standard of protection.

8. Your Rights

As a customer, you have certain rights under data protection law. Subject to legal limits, these may include:

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

We will respond to valid requests within the time limits required by law. In some cases, we may need to verify your identity before acting on a request. Please note that some rights may not apply in all circumstances, especially where we must keep information for legal reasons or to defend a claim.

9. International Transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place and where the transfer complies with data protection law. This may include reliance on adequacy regulations, standard contractual clauses, or equivalent lawful safeguards.

10. Children’s Data

Our services are generally aimed at adults. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by a parent, guardian, or authorised adult. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal duties, or data handling practices. Any updates will apply from the date they are published or otherwise communicated. We encourage customers to review this policy occasionally to stay informed about how personal data is protected.

12. Your Responsibilities

To help us protect your data, please provide accurate information and let us know if your contact details, access instructions, or service requirements change. If you share information about third parties as part of a booking, you should ensure that you have the authority to do so and, where necessary, have informed them about this Privacy Policy.

13. Summary of Our Commitment

Roehampton Man And Van is committed to respecting privacy, using data responsibly, and keeping customer information secure. We collect only what is needed, use it for clear and lawful purposes, retain it only as long as necessary, and provide meaningful rights to the people whose data we process. This policy is intended to give all Roehampton Man And Van customers in the area a clear understanding of how their personal data is handled.