Privacy Policy - Man And Van Sutton

This Privacy Policy explains how Man And Van Sutton collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, and related services. It applies to all Man And Van Sutton customers in the area, including individuals, households, landlords, tenants, and businesses that request or receive our services. We are committed to handling personal data 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

For the purposes of data protection law, Man And Van Sutton acts as the data controller in relation to personal information collected through our service enquiries, bookings, service delivery, invoicing, and customer support. This means we decide how and why personal data is processed. In some situations, we may also act as a data processor where we handle information on behalf of another controller, such as a landlord, letting agent, business client, or other organisation.

2. Personal Data We Collect

We only collect information that is necessary to provide our services, manage our business, and meet legal obligations. The types of data we may collect include:

Identity details such as your name and, where relevant, the name of your business or organisation.
Contact details such as email address, phone number, billing address, and service address.
Booking and service information such as requested dates, move size, item descriptions, access details, and special handling requirements.
Payment and transaction information such as payment status, invoice records, and limited payment-related details needed to process transactions.
Correspondence including messages, quotes, complaints, feedback, and notes from customer support interactions.
Technical information if you interact with us electronically, such as device, browser, and usage data, where required for security and service improvement.
Legal and compliance information where necessary for fraud prevention, dispute resolution, accounting, or regulatory purposes.

We do not seek to collect special category data unless you voluntarily provide it and it is necessary for a specific service requirement, for example if you tell us about a medical condition relevant to access arrangements. Where such data is provided, we will handle it with additional care and only process it where lawful.

3. How We Use Personal Data

We process personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange, confirm, and deliver moving or transport services.
To manage bookings, schedules, and job planning.
To communicate with customers about service changes, access requirements, or issue resolution.
To issue invoices, receive payments, and maintain financial records.
To handle complaints, claims, and customer support requests.
To comply with legal, tax, accounting, and insurance obligations.
To protect our business, staff, customers, and property from fraud, misuse, or security threats.
To improve our services, processes, and customer experience.

We will always limit use of personal data to what is relevant and necessary. We do not sell personal data.

4. Lawful Basis for Processing

Under GDPR, we must have a valid lawful basis to process personal data. Man And Van Sutton relies on the following lawful bases:

a) Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotes, bookings, transport arrangements, service delivery, payments, and related communications.

b) Legal Obligation

We may process personal data where required to meet legal obligations, including record-keeping, tax compliance, accounting, and handling lawful requests from authorities.

c) Legitimate Interests

We may process data where it is in our legitimate interests and where those interests do not override your rights and freedoms. Examples include business administration, service improvement, fraud prevention, security, and defending legal claims.

d) Consent

Where required, we rely on your consent, for example for certain optional communications or where you provide sensitive information that is not otherwise covered by another lawful basis. You can withdraw consent at any time where consent is the basis for processing.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties only where necessary and lawful. These third parties may act as processors on our behalf or may act as independent controllers depending on the service provided. We use appropriate contractual and security safeguards to protect your information.

Examples of processors and recipients may include:

IT and hosting providers that store or support business systems and email services.
Accounting and bookkeeping providers that help manage invoices, payments, and financial records.
Payment service providers that process transactions securely.
Customer management or scheduling systems used to organise bookings and service records.
Insurance providers, legal advisers, or claims handlers where needed to resolve disputes or protect our business interests.
Regulatory, tax, or law enforcement authorities when we are legally required to disclose information.

We require processors to use personal data only according to our instructions, to keep it secure, and to delete or return it when no longer needed. If data is transferred outside the UK or EEA, we will ensure appropriate safeguards are in place.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, insurance, and contractual obligations. Retention periods may vary depending on the type of information and the context in which it was collected.

Booking and service records are usually retained for a reasonable period after service completion to handle follow-up queries, complaints, and record management.
Financial and invoice records are retained for the period required under tax and accounting laws.
Correspondence and complaint records may be retained for as long as necessary to manage disputes and demonstrate compliance.
Technical and security logs are kept for limited periods unless a longer period is necessary for investigation or legal reasons.

When personal data is no longer needed, it is securely deleted, anonymised, or destroyed.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and regular review of our data handling practices. While no system is completely risk-free, we take reasonable steps to protect the information entrusted to us.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These 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 circumstances.
Right to restrict processing – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent.

These rights are not absolute and may be subject to legal conditions or exemptions. If you wish to exercise a right, we will respond in line with applicable data protection law.

9. Children’s Data

Our services are not generally intended for children. We do not knowingly collect personal data from children unless it is necessary as part of a booking or service arrangement provided by an adult customer. Where children’s data is incidentally involved, we process it only when necessary and with appropriate safeguards.

10. Changes to This Privacy Policy

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

11. Summary of Our Commitment

Man And Van Sutton is committed to protecting the privacy of every customer in the area we serve. We collect only the information needed to provide our services, rely on lawful bases under GDPR, share data only with trusted processors where necessary, and keep personal data only as long as required. We aim to handle all information with care, transparency, and respect for your rights.