Privacy Policy

Clapham Man and Van Privacy Policy

This Privacy Policy explains how Clapham Man and Van collects, uses, and protects personal data relating to customers and prospective customers in our service area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, requesting a quotation, or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.

Scope and who this policy applies to

This Privacy Policy applies to all Clapham Man and Van customers and prospective customers within our service area, including individuals, households, landlords, tenants, small businesses, and any person who contacts us to enquire about or use our man and van, removals, delivery, or related services.

This policy covers personal data collected through any communication with us, including by phone, text message, online enquiry forms, or in-person interactions such as on-site quotation visits and job bookings.

Personal data we collect

We only collect personal data that is relevant to providing and managing our services. The types of data we may collect include:

Identity and contact details such as your name, address, service addresses for collection and delivery, and any other contact details you choose to provide to enable us to communicate with you.

Service and booking information such as dates and times of jobs, description of items to be moved, access information for properties, special instructions, and records of quotations, bookings, and completed work.

Payment and transaction data such as amounts charged, payment method type, and transaction records. We do not store full payment card numbers or security codes; where card payments are taken, these are processed by secure payment processors.

Communication records such as notes of telephone calls, messages, and any feedback, complaints, or enquiries you send to us, in order to respond to you and improve our services.

Technical information where applicable, such as basic device or browser details and general location when you visit our website, to help us understand how our site is used and to improve its performance. We do not attempt to identify you from this information alone.

How we collect your data

We collect personal data directly from you when you contact us to request information, a quote, or a booking; when you confirm a job; when you provide instructions or feedback; or when you pay for services.

We may also receive limited personal data from third parties where you authorise someone else to make a booking on your behalf, or where a business customer provides contact details for staff or tenants to arrange access for a job.

Lawful bases for processing

We process your personal data under one or more of the following lawful bases, as defined by the UK GDPR:

Contract. We process data when it is necessary to enter into or perform a contract for removals, delivery, or related services. This includes providing quotations, booking jobs, carrying out the move, and handling payments.

Legitimate interests. We may process data where it is necessary for our legitimate business interests and these are not overridden by your rights and interests. Examples include managing and improving our services, maintaining records for business planning, and handling enquiries or complaints. When relying on legitimate interests, we consider the impact on you and only use data in a way you would reasonably expect.

Legal obligations. We process data when needed to comply with legal obligations, such as record-keeping for tax and accounting purposes, and responding to lawful requests from authorities.

Consent. In limited cases, we may rely on your consent, for example if we wish to send you certain types of marketing communications that are not covered by legitimate interests. Where we rely on consent, you can withdraw it at any time by contacting us.

How we use your personal data

We use your personal data to provide and manage our services, including preparing and sending quotations, arranging and confirming bookings, planning routes and logistics, carrying out removals and deliveries, updating you about the status of your job, and processing payments.

We also use your data to manage our relationship with you, such as responding to enquiries and feedback, handling complaints, and keeping appropriate records of past work for reference and to improve our service quality.

Where permitted, we may use limited contact details to tell you about similar services that may be of interest, always respecting your right to opt out of such communications at any time.

We may analyse anonymised or aggregated information for internal reporting, planning, and improvement of our operations, but this type of information will not identify you personally.

Data sharing and processors

We do not sell your personal data. We only share it when necessary for our services or where we have a lawful basis to do so.

We may share your information with service providers acting as data processors who help us run our business, such as payment processing providers, accounting or invoicing tools, customer management systems, secure data storage and backup services, and information technology support providers.

These processors are only permitted to process your data on our instructions, for the purposes described in this policy, and must protect your information with appropriate security measures.

We may disclose data to professional advisers, such as accountants or legal advisers, where necessary for legal, financial, or compliance purposes, and to regulatory bodies, law enforcement, or other authorities where we are required or permitted by law.

In limited situations, for example if a job requires coordination with building management or other contractors, we may share basic contact and access information where it is necessary to complete the service you have requested.

International transfers

If any of our processors store or access personal data from outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place. This may include using standard contractual clauses approved for international data transfers and assessing the level of protection in the destination country, so that your data remains protected in line with UK GDPR requirements.

Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to provide services, maintain records, and meet legal, accounting, or reporting obligations.

In most cases, core customer and transaction records are kept for a period required by tax and financial regulations. After these periods expire, data is securely deleted or anonymised so that it can no longer be linked to an identifiable individual.

Where data is held based on your consent or for marketing purposes, we will retain it until you withdraw consent or object, or until it is no longer needed, whichever occurs first, subject to any legal obligations to retain specific information.

How we protect your data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. These measures include restricting access to staff and contractors who need the information to perform their duties, using secure systems and storage, and providing guidance to those handling data on confidentiality and data protection requirements.

Your data protection rights

Under the UK GDPR, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exemptions and may not apply in all circumstances. Your rights include:

The right of access. You can request confirmation of whether we process your personal data and ask for a copy of that data, along with information about how we use it.

The right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

The right to erasure. In certain situations, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no other lawful basis to continue processing it.

The right to restrict processing. You can request that we restrict the processing of your data in certain circumstances, such as while we are checking its accuracy or considering an objection you have raised.

The right to object. You can object to processing based on our legitimate interests, including any direct marketing, and we will stop processing your data unless we have compelling legitimate grounds or are required to keep it for legal reasons.

The right to data portability. In some cases, you can ask us to provide your personal data in a structured, commonly used, and machine-readable format, or to transfer it to another controller where technically feasible.

Exercising your rights and complaints

If you wish to exercise any of your rights, or if you have questions or concerns about how we handle your personal data, you can contact us using the usual communication channels you use to arrange our services.

We will respond to your request as soon as reasonably possible and in accordance with legal time limits. We may need to verify your identity before responding in order to protect your privacy and security.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are dissatisfied with how we handle your personal data. We encourage you to contact us first so that we have an opportunity to address your concerns directly.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or the way we process personal data. Any updated version will apply from the date it is made available. We recommend that you review this policy periodically to stay informed about how we protect your information.