Privacy Policy - Surrey Man And Van

This Privacy Policy explains how Surrey Man And Van collects, uses, stores, shares, and protects personal data when providing moving, removals, and related services. It applies to all Surrey Man And Van customers in our area, including individuals, families, landlords, tenants, business clients, and anyone who contacts us or uses our services. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK GDPR and the Data Protection Act 2018.

1. Who we are and the scope of this policy

Surrey Man And Van acts as a data controller for the personal information we collect and use in connection with our services. This policy covers information received through enquiries, bookings, quotations, service delivery, payments, complaints, and any follow-up support. It also covers data provided by third parties where necessary to arrange or carry out a move.

This policy applies to all Surrey Man And Van customers in the area we serve, regardless of whether the service is a one-off job, a regular arrangement, or a business-to-business booking.

2. Personal data we collect

We collect only the information needed to provide our services safely and efficiently. The types of personal data may include:

Identity information such as your name and title.
Contact details such as phone number, email address, and service address.
Booking and service information including moving dates, collection and delivery locations, property access notes, and item lists.
Payment information such as billing records and transaction references. We do not retain full card details unless strictly necessary for processing and permitted by law.
Communication records including emails, messages, call notes, and complaint correspondence.
Operational data such as vehicle allocation, job completion notes, and service history.
Special category data only where you voluntarily disclose it and it is necessary for a specific service requirement, for example mobility access needs or health-related delivery instructions.

We do not intentionally collect more information than is needed. If you provide unnecessary personal details, we will only use them where there is a legitimate reason to do so.

3. How we use your data

We use personal data to manage bookings, provide quotations, carry out removals, confirm arrival times, arrange access, issue invoices, handle payments, resolve disputes, and improve service quality. We may also use data to maintain records, manage customer accounts, comply with legal obligations, and protect against fraud or misuse.

We will never sell your personal data. We only use it for service-related purposes or where required by law.

4. Lawful basis for processing

We process personal data only where a lawful basis under UK GDPR applies. Depending on the context, our lawful bases include:

Contract — when processing is necessary to provide a quote, arrange a booking, or complete a service you have requested.
Legal obligation — when we must keep records for tax, accounting, insurance, or regulatory purposes.
Legitimate interests — when processing is necessary for the normal operation of our business, such as managing communications, maintaining records, preventing abuse, and improving our services, provided your rights do not override those interests.
Consent — when we rely on your clear permission for optional activities, such as certain marketing communications, where applicable.

Where special category data is involved, we will only process it if an additional legal condition is met, such as your explicit consent or another lawful reason permitted by data protection law.

5. Sharing data with processors and third parties

We may share personal data with trusted third-party service providers who act as processors on our behalf. These processors are only allowed to use your data under our instructions and for agreed purposes. Examples may include:

Payment processors to handle secure transactions.
IT and cloud service providers that store records or support our booking systems.
Accounting or bookkeeping providers who assist with financial records and compliance.
Communication tools used for email, messaging, or scheduling.
Insurance or legal advisers when necessary to handle claims, disputes, or legal compliance.

We may also disclose data to law enforcement, regulators, courts, or other authorities where required by law or to protect our rights, staff, customers, or property.

All processors are selected carefully and must take appropriate technical and organisational measures to protect personal data.

6. Data retention

We keep personal data only for as long as needed for the purpose it was collected, and no longer than necessary under applicable law. Retention periods vary depending on the type of information and the reason for holding it.

Booking and service records may be kept for the duration of the customer relationship and for a reasonable period afterward.
Financial and tax records are retained for the period required by law.
Complaint records and correspondence may be kept for a period needed to resolve issues and demonstrate compliance.
Data no longer required is securely deleted, anonymised, or archived where appropriate.

We regularly review what we hold to make sure we do not keep personal information for longer than necessary. Retention periods are based on legal, operational, and evidential needs.

7. Security of personal data

We use appropriate safeguards to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These safeguards may include access controls, secure storage, staff confidentiality obligations, and regular review of our procedures. While no system can be guaranteed 100% secure, we work to reduce risk and respond promptly to any suspected incident.

8. Your rights

You have important rights over your personal data. Subject to legal limits, these 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 information.
Right to erasure — to request deletion of your data in certain circumstances.
Right to restriction — to ask us to limit how we use your data in some situations.
Right to object — to object to processing based on legitimate interests or direct marketing.
Right to data portability — to request certain data 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.

If you wish to exercise any of these rights, we will respond in accordance with data protection law. We may need to verify your identity before acting on a request.

9. Marketing preferences

If we send marketing messages, we will do so only where permitted by law. You can choose not to receive marketing communications and can opt out at any time. Service-related messages, such as booking confirmations or updates, are not marketing and may still be sent where needed to perform our contract with you.

10. Cookies and online information

If you interact with our online systems, basic technical information may be collected for security, performance, and functionality. This can include device details, browser type, and usage data. Any such information is used to operate and improve our services, detect technical issues, and maintain security.

11. International transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place and the transfer is permitted by law. This may include standard contractual protections or transfers to countries with adequate legal protections.

12. Children’s data

Our services are generally directed to adults. We do not knowingly collect children’s personal data unless it is provided by a parent, guardian, or authorised adult for a service-related reason. If we learn that data has been collected unlawfully, we will take reasonable steps to delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. When we do, we will revise the policy so that it remains current and clear. We encourage customers to review it periodically.

14. Summary of our commitments

We collect only necessary personal data to provide moving and removals services.
We process data lawfully under contract, legal obligation, legitimate interests, or consent.
We keep data only as long as needed and then delete or anonymise it securely.
We share data only with trusted processors or where legally required.
We respect your rights and aim to handle requests promptly and fairly.

This Privacy Policy is intended to ensure that every Surrey Man And Van customer in our area understands how personal information is handled, protected, and used responsibly. By using our services, you acknowledge that we may process your data as described in this policy and in compliance with applicable data protection laws.