Privacy Policy - Eltham Man And Van

Effective for all Eltham Man And Van customers in our area. This Privacy Policy explains how Eltham Man And Van collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, and related services. It applies to all customers, prospective customers, website visitors, and other individuals whose personal data we process in connection with our services in the Eltham area.

1. Who We Are

Eltham Man And Van is a service provider offering moving and transportation services for homes and businesses. For the purposes of data protection law, we act as a data controller when we decide why and how your personal data is processed. This policy is written to align with the UK GDPR and the Data Protection Act 2018.

2. Personal Data We Collect

We only collect personal data that is necessary for us to provide our services safely, efficiently, and lawfully. The types of information we may collect include:

Identity details such as your name and title
Contact details such as address, email address, and telephone number
Service details such as pickup and delivery addresses, moving dates, property access information, and inventory lists
Payment information such as billing details and transaction records
Communication records including emails, messages, complaints, and feedback
Special instructions relating to access, fragile items, or service preferences
Technical information where applicable, such as basic website usage data or device information

In some cases, we may also process limited special category data if you voluntarily provide it and it is necessary for a specific service requirement, for example information about accessibility needs. We will only do this where a lawful basis applies and additional safeguards are in place.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and assess service requirements
To book, manage, and complete moving or transport services
To communicate with you before, during, and after the service
To process payments and maintain accounting records
To arrange subcontracted or supporting services where necessary
To handle queries, complaints, and claims
To meet legal, tax, insurance, and regulatory obligations
To improve our operations, service quality, and customer experience
To protect our business, staff, customers, and property from fraud or misuse

We do not use your personal data for unrelated purposes. Any processing will be limited to what is necessary and proportionate.

4. Lawful Basis for Processing

We process personal data only when we have a valid lawful basis under the UK GDPR. Depending on the situation, we rely on one or more of the following bases:

Contract: processing is necessary to enter into or perform a contract with you, such as arranging and delivering moving services
Legal obligation: processing is necessary to comply with tax, accounting, insurance, or other legal duties
Legitimate interests: processing is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms, such as service management, security, fraud prevention, and record keeping
Consent: where required, such as certain optional communications or the processing of specific information you voluntarily provide

If we rely on consent, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing before withdrawal.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties may act as processors or independent controllers, depending on the circumstances.

Processors We May Use

Payment processors to handle card or electronic payments
IT and cloud service providers that store or support our records and communications
Accounting and bookkeeping providers that support invoicing and financial records
Customer management or booking system providers used to organise appointments and service records
Insurance providers, claims handlers, and legal advisers where needed to manage incidents or disputes
Subcontractors or operational partners assisting with deliveries, removals, or related tasks

Where processors are used, they are required to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection laws. We do not sell personal data.

We may also disclose information if required by law, court order, or a regulatory authority, or to protect the rights, safety, and property of Eltham Man And Van, our customers, or others.

6. International Transfers

If any of our service providers store or access data outside the United Kingdom, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms to protect your data to the standard required by law.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, and to satisfy legal, accounting, insurance, and operational requirements. Retention periods vary depending on the type of data and the reason for processing.

Quotation and booking records: retained for a reasonable period to manage customer service and business administration
Invoices and payment records: retained in line with tax and accounting obligations
Correspondence and complaint records: retained for service management and dispute resolution
Claims and incident records: retained for insurance and legal purposes

When data is no longer required, we will delete, anonymise, or securely destroy it. We apply retention on a need-to-know basis and do not keep personal data indefinitely.

8. How We Protect Your Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

Although no system can be guaranteed completely secure, we take reasonable steps to safeguard the information we hold.

9. Your Rights

Under data protection law, you have rights in relation to your personal data. Subject to legal limits and exemptions, these rights may 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 ask us to delete 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 or direct marketing
Right to data portability: to receive certain data in a structured, commonly used format
Right to withdraw consent: where processing is based on consent

You will not usually be charged for exercising these rights. We may need to verify your identity before responding. We aim to respond within the legal timeframe.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in the context of a service arrangement and with appropriate lawful basis. If you believe a child’s data has been provided to us incorrectly, please let us know so we can address it.

11. 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 practices. The most current version will apply to the processing of your personal data. We encourage customers to review it periodically.

12. Your Right to Complain

If you have concerns about how we handle your personal data, you have the right to raise those concerns with the relevant data protection authority. We would, however, appreciate the opportunity to address your concerns first so we can resolve the matter promptly and fairly.

13. Summary of Our Commitment

Eltham Man And Van is committed to processing personal data responsibly, transparently, and securely. We collect only the information needed to deliver our services, rely on lawful grounds for processing, work with processors under appropriate safeguards, and retain data only for as long as required. This policy applies to all Eltham Man And Van customers in area.