Privacy Policy - Man And Van Cranford

This Privacy Policy explains how Man And Van Cranford collects, uses, stores, shares, and protects personal data when providing removals, delivery, transport, and related services. It applies to all Man And Van Cranford customers in the area, including individual customers, households, landlords, tenants, and business clients who use our services. We are committed to handling personal information in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

1. Who We Are

Man And Van Cranford acts as a data controller for the personal data we process in connection with our services. This means we decide why and how your personal information is used. In some cases, we may also use third-party service providers who act as data processors on our behalf, and they only process data according to our instructions.

2. Personal Data We Collect

We only collect personal data that is necessary for the provision, management, and improvement of our services. The types of information we may collect include:

Identity details such as your name and title.
Contact details such as your telephone number, email address, and address.
Service details including the collection and delivery addresses, move size, inventory notes, access details, and preferred service date and time.
Billing and payment information such as invoice details and payment records.
Communication records including messages, complaints, feedback, and service-related correspondence.
Technical information such as basic website or device data if you interact with our online services, where applicable.
Special instructions relevant to the safe delivery or handling of goods, for example fragile items or access requirements.

We do not intentionally collect special category data unless it is strictly necessary and you provide it voluntarily. If such data is ever shared with us, we will handle it with extra care and only where a lawful basis applies.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to arrange, deliver, and complete moving or transport services;
to communicate with you about your booking or service changes;
to issue invoices, process payments, and maintain financial records;
to handle complaints, disputes, and customer support requests;
to improve our services, train staff, and maintain service quality;
to meet legal, regulatory, and insurance obligations;
to prevent fraud, misuse, or unlawful activity;
to protect our business, staff, customers, and property.

We will only use your personal data where it is fair, necessary, and proportionate to do so.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each use of personal data. Depending on the circumstances, we rely on the following bases:

Contract

We process your data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes preparing quotes, confirming bookings, and carrying out removal or transport services.

Legal Obligation

We may process personal data to comply with legal requirements, such as tax, accounting, record-keeping, safety, and insurance obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include improving services, managing customer relationships, preventing fraud, and protecting our operations.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications or specific uses of information. Where consent is used, you can withdraw it at any time.

Vital Interests

In rare circumstances, we may process data to protect someone’s vital interests, such as in an emergency involving health or safety.

5. Data Sharing and Processors

We do not sell your personal data. We may share it only when necessary and lawful. This may include:

Service providers and processors who support our operations, such as payment processors, IT and system support providers, cloud storage providers, accounting services, and customer management tools.
Professional advisers such as lawyers, insurers, or accountants where needed.
Public authorities where we are required to do so by law, court order, or regulatory request.
Third parties involved in the service where necessary to complete a booking, manage access, or coordinate delivery.

All processors are required to protect your data, process it only on our instructions, and use appropriate security measures. We take care to ensure that any sharing is limited to what is necessary for the relevant purpose.

6. International Transfers

If any of our processors or service providers store or access data outside the UK, we will ensure appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal protections to help keep your data secure.

7. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, or as required by law. Retention periods vary depending on the type of data and the reason it was collected.

Booking and service records are generally retained for a reasonable period after completion of the service to handle queries, claims, or disputes.
Financial and tax records are kept for the period required by law.
Communication records may be kept for customer service, training, or evidential purposes for a limited time.
Security or incident-related records may be retained longer where needed to investigate or defend legal claims.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in a controlled manner.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include restricted access, secure storage, staff confidentiality obligations, and system safeguards. While no system can be guaranteed completely secure, we work hard to maintain a high standard of protection.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may apply depending on the legal basis and the circumstances of processing.

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 situations.
Right to restrict processing – to ask us to limit how we use your data in certain cases.
Right to data portability – to receive certain data in a structured, commonly used format.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.
Right to complain – to raise concerns with the Information Commissioner’s Office if you believe your rights have been breached.

We will respond to valid requests within the time limits required by law. In some cases, we may need to verify your identity before acting on your request.

10. Cookies and Similar Technologies

If we use online services or digital tools, we may use cookies or similar technologies for essential site functions, performance monitoring, and service improvement. Where required, we will ask for consent before placing non-essential cookies. You may also adjust your browser settings to manage cookies, although some features may not function properly without them.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary to fulfil a service and is provided by an adult customer or guardian. If we become aware that we have collected data improperly, we will take steps to delete it where appropriate.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or privacy practices. The latest version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

13. Summary of Our Commitment

Man And Van Cranford is committed to treating personal information with care, transparency, and respect. We only collect what we need, use it for clear and lawful purposes, retain it for limited periods, and share it only with trusted processors or where required by law. Your privacy matters to us, and we aim to ensure that all customers in the area can use our services with confidence.