Privacy Policy

This Privacy Policy explains how Kingstonuponthames Man And Van collects, uses, stores, shares, and protects personal data. It applies to all customers, prospective customers, and service users of Kingstonuponthames Man And Van in the area, including anyone who requests a quote, books a service, makes an enquiry, or otherwise interacts with us in connection with our moving and transport services.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy should be read together with any other privacy notices we provide where appropriate.

1. Information We Collect

We collect only the personal data that is necessary for legitimate business and service purposes. The type of information collected may include:

Identity details such as name and title
Contact details such as address, email address, and telephone number
Service information such as pickup and delivery addresses, property access details, dates, times, inventory descriptions, and special handling requirements
Payment-related information such as billing details and transaction records
Communication records such as emails, messages, quotations, and service notes
Technical information such as IP address, browser type, and basic usage information if you interact with digital systems we use
Complaint or feedback information if you contact us regarding a service issue

We may also receive personal data from third parties where this is necessary to deliver our services, for example from letting agents, landlords, property managers, or business clients who arrange a move on someone’s behalf. In those cases, we expect the third party to have a lawful basis for sharing the data with us.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations and assess service requirements
To schedule, manage, and complete removals and transport services
To communicate about bookings, changes, delays, and service updates
To process payments and maintain financial records
To manage customer support, complaints, and service quality
To maintain internal records and business administration
To comply with legal, tax, accounting, and insurance obligations
To protect against fraud, misuse, or security incidents

We may also use data in an aggregated or anonymised form for internal reporting, service improvement, and business planning. Where information has been properly anonymised, it is no longer personal data under data protection law.

3. Lawful Basis for Processing

We only process personal data where we have a lawful basis to do so. Depending on the context, we rely on one or more of the following legal bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes you request, arranging a move, managing service delivery, and handling payment and booking administration.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include record keeping, customer service, service quality monitoring, business security, and the prevention of fraud or misuse.

Legal Obligation

We may process and retain certain information to comply with laws and regulations, including tax, accounting, insurance, transport, and business record-keeping requirements.

Consent

In limited situations, we may rely on your consent, for example where it is required for a specific optional communication or activity. Where we rely on consent, you may withdraw it at any time. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

4. Sharing and Processors

We may share personal data with trusted third parties when necessary to run our business and deliver services. These third parties act either as independent controllers or as processors acting on our instructions. We take steps to ensure that any processor used provides appropriate safeguards for personal data.

Examples of processors or service providers may include:

Payment processors who handle card or electronic payment transactions
IT and cloud service providers who host secure systems, email, file storage, or business software
Accounting or bookkeeping providers who support financial administration
Customer management and communications tools used to organise bookings and service records
Professional advisers such as insurers, legal advisers, or auditors where necessary

We may also disclose personal data where required by law, court order, regulatory request, or to protect our rights, customers, staff, or property. Where a third party receives data as an independent controller, that organisation is responsible for its own compliance with data protection law.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Our retention periods depend on the type of data and the reason for processing.

Quotation and enquiry records may be kept for a limited period to manage follow-up, service history, and business administration
Customer service and booking records are retained for as long as needed to complete the service and address any post-service queries
Financial and invoicing records are retained for the period required under tax and accounting law
Complaint or dispute records may be retained until the matter is resolved and for a reasonable period afterwards

When personal data is no longer needed, we will securely delete, anonymise, or destroy it in line with our retention practices.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality requirements, and limiting access to personal data to people who need it for legitimate business purposes.

While we take reasonable steps to protect information, no system can be guaranteed to be completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will take appropriate steps in line with applicable law.

7. International Transfers

Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include an adequacy decision, approved contractual protections, or other lawful transfer mechanisms recognised under data protection law.

8. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 request deletion of your data in certain circumstances
Right to restriction - to ask us to limit processing in certain situations
Right to object - to object to processing based on legitimate interests
Right to data portability - to receive certain data in a structured, commonly used format where applicable
Right to withdraw consent - where processing is based on consent

These rights are not absolute and may be subject to exemptions or legal conditions. If you exercise a right, we may need to verify your identity before responding. We will respond within the time limits set by law.

9. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary for the provision of a service and appropriately provided by an adult with responsibility for the arrangement. If we become aware that we have collected data unlawfully, we will take steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Contact and Complaints

If you have questions about this Privacy Policy or believe your data protection rights have been breached, you may raise the matter with us. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you are dissatisfied with how your personal data has been handled.

This Privacy Policy is intended to provide clear information about our privacy practices for all Kingstonuponthames Man And Van customers in the area and to reflect our commitment to lawful, fair, and transparent data processing.