Privacy Policy

This Privacy Policy explains how Croydon Man And Van collects, uses, stores, shares, and protects personal data when providing removal, delivery, packing, and related transport services. It applies to all Croydon Man And Van customers in the area, including private individuals, landlords, tenants, businesses, and anyone requesting a quotation, booking a service, or otherwise engaging with our 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.

By using our services, requesting a quote, or communicating with us in any way, you acknowledge the practices described in this Privacy Policy. We only process personal data that is necessary for the provision, administration, and improvement of our services.

1. Information We Collect

We may collect and process personal data that you provide directly to us, data generated during the course of our services, and data received from third parties where appropriate and lawful. The categories of information may 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, access information, moving dates, inventory lists, and special handling instructions;
Payment and billing information necessary to arrange and complete transactions;
Communication records including emails, messages, call notes, and complaint correspondence;
Technical information when you interact with our digital systems, such as IP address or device-related data, if applicable;
Documentation required for the performance of the service, such as proof of identity or tenancy where needed for lawful operational purposes.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific request, such as access requirements, health-related moving considerations, or other sensitive circumstances. Where such data is provided, we will handle it with extra care and only where a lawful basis exists.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, make bookings, and manage moving or transport services;
To communicate with you about your service, schedule, changes, and operational requirements;
To process payments, refunds, invoices, and accounting records;
To verify identity or service details where necessary;
To handle complaints, claims, and customer support;
To maintain internal records, service quality, and operational planning;
To comply with legal, regulatory, tax, and insurance obligations;
To protect against fraud, misuse, or unlawful activity;
To improve our services, processes, and customer experience.

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for a compatible purpose or where another lawful basis applies.

3. Lawful Basis for Processing

Under data protection law, we must have a valid lawful basis for each processing activity. Croydon Man And Van relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, managing bookings, delivering services, and processing payment-related information.

Legal Obligation

We may process and retain certain information to comply with legal requirements, including tax rules, accounting obligations, insurance claims, health and safety duties, and record-keeping requirements.

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 service improvement, fraud prevention, dispute management, customer support, and operational administration.

Consent

In limited cases, we may rely on your consent, particularly where we process optional information or use data in ways that require permission. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purpose of satisfying legal, accounting, insurance, and reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

As a general approach:

Customer and service records are retained for the duration of the business relationship and for a reasonable period afterwards;
Financial and accounting records are retained in line with statutory obligations;
Complaint, claim, and dispute records may be retained for longer where needed to protect legal interests;
Data that is no longer required is securely deleted, anonymised, or otherwise disposed of.

We review retained data periodically to ensure it is still necessary. Where retention is no longer justified, we take appropriate steps to remove it securely.

5. Processors and Third Parties

We may share personal data with trusted third-party service providers, also known as processors, who assist us in delivering our services. These processors only act on our instructions and are required to protect your data appropriately. Depending on the service, they may include:

Payment processors for handling transactions;
Accounting and bookkeeping providers for financial administration;
IT and data storage providers for secure system operation;
Communication service providers for email, phone, or messaging support;
Insurance or claims handlers where a claim or incident needs to be managed;
Professional advisers such as legal or tax advisers where necessary;
Subcontractors or operational partners involved in service delivery, where disclosure is required for the work to be completed.

We do not sell your personal data. If data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it, in accordance with applicable law.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, misuse, or disclosure. These measures may include access controls, secure storage, confidentiality obligations, data minimisation, and staff awareness practices.

Although we take reasonable steps to protect your information, no system can be guaranteed to be completely secure. You should also take care when sending sensitive information, especially by email or other digital channels.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

The right to be informed about how your data is used;
The right of access to request a copy of the personal data we hold about you;
The right to rectification to correct inaccurate or incomplete data;
The right to erasure in certain circumstances, also known as the right to be forgotten;
The right to restrict processing in certain situations;
The right to data portability for data you have provided to us, where applicable;
The right to object to processing based on legitimate interests or direct marketing;
Rights related to automated decision-making, where relevant.

If you make a request, we may need to verify your identity before responding. Some rights may not apply in all circumstances, for example where we need to retain data to meet legal obligations or defend a legal claim. We will always assess requests in line with applicable law.

8. Cookies and Similar Technologies

If we use websites or digital tools that employ cookies or similar technologies, they may collect limited technical data to support functionality, security, and usage analysis. Where required by law, appropriate notice and controls will be provided. Any such use will be limited to what is necessary and proportionate.

9. Children’s Data

Our services are generally aimed at adults. We do not knowingly collect personal data from children unless it is incidentally provided as part of a household move or similar service arrangement and only where it is necessary and lawful to do so. If we become aware that we have collected data unlawfully or unnecessarily, we will take steps to delete or protect it as appropriate.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practices, or service developments. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

11. Exercising Your Rights

If you wish to exercise any of your data protection rights, or if you have questions about how your data is processed, you may submit a request through our usual customer communication channels. We will respond within the time limits set by law and provide further information where needed. In some cases, we may need to explain why a request cannot be fully actioned, but we will always aim to be transparent and helpful.

Summary: This Privacy Policy explains how Croydon Man And Van collects, uses, retains, shares, and protects customer data, plus lawful bases and GDPR rights for all area customers.