Privacy Policy

Eltham Man and Van Privacy Policy

This Privacy Policy explains how Eltham Man and Van collects, uses, stores and shares personal data relating to our customers and prospective customers. It applies to all individuals who use, or enquire about, our man and van services within our service area, including but not limited to Eltham and surrounding locations.

Eltham Man and Van is committed to protecting your privacy and handling your personal data in a transparent and lawful manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Data Controller

For the purposes of data protection law, Eltham Man and Van is the data controller in relation to the personal data we collect and process about you. This means we decide how and why your personal information is used and are responsible for ensuring it is handled in accordance with applicable legislation.

Personal Data We Collect

We may collect and process the following categories of personal data when you enquire about or use our services:

Identification and contact details: name, address, collection and delivery addresses, contact preferences.

Communication information: information you provide when you contact us by phone, text message, messaging apps, online forms, or in writing, including service enquiries, complaints, feedback and any other correspondence.

Service and booking details: dates and times of bookings, type of service requested, details of items to be moved, access details for properties, special delivery instructions, and related logistical information.

Payment and transaction data: information about the services you purchase from us, payment method used, and transaction amounts. We do not store full payment card details; where card payments are taken, they are processed by third-party payment processors.

Technical and usage data: where relevant, limited technical information such as the date and time you access our website or online forms, and information you choose to submit via those channels.

We generally do not collect special category personal data such as health information or data about criminal convictions. If you voluntarily provide such information in the context of your booking (for example, access needs), we will handle it with additional care and only use it where strictly necessary to provide our services.

How We Collect Your Data

We collect personal data directly from you when you:

Contact us to request a quote or information about our services.

Make a booking for our man and van services.

Communicate with us by phone, text message, messaging apps, or online contact forms.

Provide feedback, reviews, or raise a complaint.

We may also receive personal data about you from third parties when they arrange a service on your behalf, for example when a landlord, letting agent, or another individual books our services using your details. In such cases, we will treat your information in accordance with this Privacy Policy.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under data protection law. Depending on the context, the lawful bases we rely on include:

Contract: where processing is necessary to enter into or fulfil a contract with you, such as providing a quote, booking and delivering our man and van services, taking payment, and managing any follow-up communications.

Legal obligation: where we need to process your data to comply with legal or regulatory requirements, such as record-keeping, tax, accounting, and responding to lawful requests from authorities.

Legitimate interests: where processing is necessary for our legitimate business interests, and those interests are not overridden by your rights and interests. This can include improving our services, managing our business operations, protecting our assets, handling customer service enquiries, and pursuing or defending legal claims.

Consent: where we rely on your consent for specific purposes, such as certain marketing communications. Where consent is used, you may withdraw it at any time.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To provide you with quotes for our services and respond to your enquiries.

To create and manage bookings, plan routes, and deliver our man and van services safely and efficiently.

To communicate with you about your bookings, including confirmations, updates, and any changes or issues.

To process payments, issue invoices and receipts, and manage our accounts.

To handle complaints, disputes, feedback and customer care issues.

To maintain internal records, including financial and operational records.

To protect our business, drivers, vehicles, and customers, for example by managing risks and preventing fraud.

To comply with legal and regulatory obligations that apply to our business.

Where allowed and appropriate, to send you information about our services that may be of interest to you. You may opt out of marketing at any time.

Data Sharing and Processors

We may share your personal data with third parties where necessary and lawful, including:

Service providers and data processors who act on our behalf to help us deliver our services and operate our business. This may include payment processors, accounting and bookkeeping providers, IT and cloud storage providers, and communication service providers.

Drivers, subcontractors or partner companies who assist in delivering man and van services, but only to the extent necessary for them to carry out the service, such as your name, relevant contact details and addresses.

Professional advisers, such as accountants, insurers, legal advisers and auditors, where necessary to obtain professional services or manage legal and financial matters.

Public authorities, regulators or law enforcement agencies where we are required to do so by law, or where disclosure is necessary to establish, exercise or defend legal claims.

Where we use data processors, they are only permitted to process your personal data on our documented instructions and are required to keep it secure and confidential.

International Transfers

Where your personal data is transferred outside the UK or European Economic Area by our service providers, we will ensure that appropriate safeguards are in place to protect your information, such as standard contractual clauses approved by relevant authorities or equivalent protections required by law.

Data Retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements.

In general, we may retain booking and transaction records, including your contact details linked to those records, for a period consistent with legal limitation and tax requirements. Enquiry information that does not lead to a booking may be retained for a shorter period, where necessary to respond to follow-up questions or manage our business records.

When personal data is no longer required, we will securely delete or anonymise it.

Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include restricting access to personal data to those who need it for their role, using secure storage and systems, and taking reasonable steps to ensure our processors maintain suitable security standards.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to your personal data. Subject to certain conditions and exemptions, these include:

Right of access: you can request a copy of the personal data we hold about you and information about how it is processed.

Right to rectification: you can ask us to correct inaccurate or incomplete personal data.

Right to erasure: you can request that we delete your personal data where there is no good reason for us to continue processing it.

Right to restrict processing: you can ask us to limit the way we use your data in certain circumstances.

Right to data portability: you can request that we provide your personal data in a structured, commonly used and machine-readable format, or transfer it to another controller where technically feasible.

Right to object: you can object to our processing of your personal data where we rely on legitimate interests, including profiling based on those interests. You can also object at any time to the use of your personal data for direct marketing.

Right to withdraw consent: where we rely on your consent to process your data, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before withdrawal.

If you wish to exercise any of these rights, please contact us using the details you normally use to communicate with Eltham Man and Van. We may need to verify your identity before responding to your request.

Complaints

If you have concerns about how we handle your personal data, please contact us in the first instance so we can try to resolve the issue. You also have the right to lodge a complaint with the Information Commissioner's Office or another relevant supervisory authority.

Scope and Updates to This Policy

This Privacy Policy applies to all Eltham Man and Van customers and prospective customers within our service area. By contacting us, requesting a quote, or using our services, you acknowledge that you have read this Policy and understand how we will process your personal data.

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data protection practices. Any updated version will be made available through our usual communication channels and will take effect from the date it is issued.