Epsom Man and Van Privacy Policy

This Privacy Policy explains how Epsom Man and Van collects, uses, stores and shares personal data when you use our services. It applies to all existing and prospective Epsom Man and Van customers in our service area, including anyone who contacts us to request a quotation, make a booking, or otherwise interact with our business.

We are committed to protecting your privacy and handling your personal data in a transparent and lawful way, in line with the UK General Data Protection Regulation and the Data Protection Act 2018.

Personal data we collect

We only collect personal data that is necessary for us to provide and manage our man and van services. Depending on how you interact with us, we may collect the following categories of information:

Identification and contact details, such as your full name, postal address, collection and delivery addresses, and other contact information you choose to provide, for example to receive quotations or booking confirmations.

Booking and service information, including the date and time of your move or transport service, type of items to be moved, access details for properties, parking information, and any special instructions you give us to complete the job safely and efficiently.

Communication records, such as the content of messages you send to us, notes of telephone conversations where relevant to your booking, and any feedback, compliments or complaints you provide.

Billing and payment information, including records of amounts quoted, invoices issued, and payment status. Where payments are processed through third party payment providers, we do not receive or store your full card details, but we may receive confirmation of payment, partial identifiers and related transaction information.

Technical and usage data, which may include basic information that your browser or device provides when you visit our website or online profiles, such as IP address, device type, approximate location and pages viewed. This is used for security, troubleshooting and to help improve our services.

Lawful basis for processing personal data

We rely on several lawful bases under data protection law to process your personal data, depending on the specific activity involved.

Contractual necessity. We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, delivering man and van services, communicating about your booking, and handling payments related to your contract with us.

Legitimate interests. We process personal data where it is necessary for our legitimate business interests and where your interests and fundamental rights do not override those interests. This can include managing our business operations, improving services, maintaining accurate records for planning and logistics, preventing fraud, ensuring the safety of our staff and customers, and defending or establishing legal claims.

Legal obligations. We may process your personal data where this is required to comply with legal obligations that apply to us, for example record keeping, accounting, tax compliance and responding to lawful requests from public authorities.

Consent. In limited situations, we may rely on your consent, for example for certain types of direct marketing. Where we rely on consent, you have the right to withdraw it at any time, without affecting the lawfulness of processing based on consent before it was withdrawn.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotations and respond to enquiries about our services.

To set up, manage and complete bookings for man and van services, including planning routes, allocating vehicles and staff, and carrying out moves and deliveries.

To communicate with you before, during and after your booking, including sending confirmations, updates, and any relevant changes or issues relating to your service.

To manage invoices, process payments, and maintain accurate financial and service records.

To improve our services, operations and customer experience, including analysing typical schedules, demand in different areas, and feedback we receive.

To maintain the security and integrity of our systems, vehicles and staff, and to prevent misuse or fraudulent activity.

To handle complaints, disputes or legal claims and to exercise or defend our legal rights.

Data retention and storage

We retain personal data only for as long as necessary for the purposes for which it was collected, or as required by law.

Service and booking records are generally kept for a period that allows us to manage repeat bookings, respond to queries about past work, and comply with tax and accounting requirements. After this period, data may be securely deleted or anonymised so that it can no longer be linked back to an identifiable individual.

Financial records, including invoices and associated information, are retained in line with statutory retention periods required for tax and accounting purposes.

Communications and complaint records may be kept for a period necessary to resolve any issues, demonstrate how we handled a matter, and protect our legitimate interests in case of a dispute.

When we no longer need your personal data, we will securely delete it from our systems or anonymise it so that it can be used for statistical or analytical purposes without identifying you.

Data processors and sharing your information

In order to run our business and provide our services, we may share personal data with carefully selected third parties who act as data processors on our behalf. These processors are only permitted to use your personal data in accordance with our instructions and for the relevant service they provide to us.

Examples of such processors may include companies that provide booking or scheduling tools, payment processing services, cloud storage or office software, and providers of IT support. We take steps to ensure that these processors are subject to appropriate contractual and security obligations to protect your data.

We may also share your personal data with professional advisers, such as accountants or legal advisers, where necessary for compliance, governance or legal purposes, and with law enforcement or regulatory bodies where this is required by law or necessary to protect our rights or the rights of others.

We do not sell your personal data to third parties.

International data transfers

Some of our service providers may store or process data outside the United Kingdom. Where this occurs, we take steps to ensure that appropriate safeguards are in place to protect your personal data, in line with data protection law. This may involve using providers in countries that have been recognised as offering an adequate level of data protection, or implementing standard contractual clauses or similar mechanisms approved by relevant authorities.

Your data protection rights

As a customer of Epsom Man and Van, you have several rights in relation to your personal data under the UK General Data Protection Regulation and related legislation. Subject to certain conditions and exemptions, these include:

The right of access. You can ask for confirmation that we process your personal data and request a copy of the information we hold about you.

The right to rectification. You can request that inaccurate or incomplete personal data we hold about you is corrected or updated.

The right to erasure. In some circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

The right to restrict processing. You may ask us to restrict how we use your personal data, for example while we verify its accuracy or consider an objection you have raised.

The right to object. You can object to certain types of processing, including processing based on our legitimate interests, especially where this relates to direct marketing.

The right to data portability. In specific circumstances, you can request that we provide certain personal data to you or to another organisation in a structured, commonly used and machine readable format.

If you wish to exercise any of these rights, you can contact us using the contact details provided on our website or any written correspondence you have received from us. We may need to confirm your identity before responding to your request to ensure your data is protected.

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

Security of your personal data

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to those who need it for their role, using secure storage and communication methods where reasonably possible, and regularly reviewing our procedures and safeguards.

Despite our efforts, no method of transmission or storage can be guaranteed as completely secure. However, we are committed to responding promptly to any suspected data security incident and, where required by law, notifying you and relevant authorities.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our business practices, or legal requirements. The most current version will always apply to all Epsom Man and Van customers in our service area. We recommend that you review this Policy periodically so that you remain informed about how we handle your personal data.