Privacy Policy
South Kensington Man and Van Privacy Policy
This Privacy Policy explains how South Kensington Man and Van collects, uses, stores and protects personal data relating to customers and prospective customers in our service area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all South Kensington Man and Van customers and enquiries within our operating area, whether you contact us online, by phone, in person or through any other method.
Who We Are and Scope of This Policy
South Kensington Man and Van is a removals and transport service operating in and around the South Kensington area. For the purposes of data protection law, we are the controller of the personal data we collect about you. This means we determine how and why your personal data is processed.
This policy covers personal data relating to private individuals, including existing customers, former customers, prospective customers and individuals acting on behalf of business customers within our service area.
Personal Data We Collect
We collect and process different categories of personal data, depending on how you interact with us and the services you request. This may include:
Identification and contact details: name, address, collection and delivery addresses, email address, and other contact details you choose to provide.
Service and booking information: details of the services you request, inventory or item descriptions you provide for a move, booking dates and times, special instructions, access details to properties and reference numbers.
Payment and billing information: payment method details to the extent necessary to process transactions, invoices, billing address and records of payments made. Where we use third-party payment providers, some payment details may be collected directly by them.
Communications and correspondence: records of communications with us, including enquiries, emails, messages, notes of telephone calls and feedback or complaints.
Technical and usage data: limited technical information such as IP address, device and browser type, and basic usage information where you access our online services, to the extent necessary for security, analytics and service improvement.
Operational data: information required to plan and complete your move, such as parking information, building access instructions and contact details for third parties you ask us to liaise with.
How and Why We Use Your Personal Data
We process your personal data only where we have a lawful basis under data protection law. The main purposes and lawful bases are:
To provide our services and manage our relationship with you. We use your data to provide quotes, confirm bookings, plan and deliver man and van services, communicate with you about your move and manage customer accounts. The lawful basis is performance of a contract or taking steps at your request before entering into a contract.
To manage payments and accounting. We use your data to issue invoices, process payments, manage refunds and keep financial records. The lawful basis is performance of a contract and our legitimate interests in operating our business and complying with financial obligations.
To respond to enquiries and customer support requests. We use your data to answer questions, provide information about our services and handle complaints or feedback. The lawful basis is performance of a contract, taking steps prior to entering into a contract and our legitimate interests in providing good customer service.
To improve and secure our services. We may use usage data and feedback to maintain, improve and secure our services and operations. The lawful basis is our legitimate interests in running and developing our business.
To comply with legal obligations. We may process and retain certain data to meet legal, tax, insurance and regulatory requirements. The lawful basis is compliance with legal obligations.
Marketing communications. We may occasionally send you information about similar services that may be of interest to you, where permitted by law. The lawful basis is our legitimate interests in promoting our services, except where consent is required. You can opt out of marketing at any time.
Data Sharing and Processors
We do not sell your personal data. We may share your data with selected third parties where necessary for the purposes described above, including:
Service providers and processors: companies that provide services to us such as IT support, hosting, customer management systems, secure document storage, payment processing and accountancy services. These providers act as data processors and are only allowed to process your data on our instructions and in accordance with data protection law.
Drivers and operational partners: self-employed drivers or subcontractors who assist us with carrying out your move. They receive only the information necessary to complete the job, such as names, addresses, contact details and service instructions.
Professional advisers: accountants, legal advisers, insurance brokers and insurers where required for business administration, legal advice or in connection with a claim.
Authorities and legal bodies: law enforcement agencies, courts, regulators or other authorities where we are legally required to share data or where sharing is necessary to protect our rights, property or safety or the rights, property or safety of others.
Whenever we use data processors, we require them to implement appropriate technical and organisational measures to protect your personal data and to process it only as instructed by us.
Data Retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, or as required by law.
In general, we apply the following retention periods:
Customer and booking records: kept for a period necessary to manage our relationship with you and to respond to any queries, complaints or claims. In most cases this will be up to six years from the end of our relationship, to align with limitation periods for legal claims and statutory accounting requirements.
Financial and transaction records: retained for at least the minimum period required by tax, accounting and legal regulations, which is typically six years from the end of the relevant financial year.
Enquiries that do not lead to a booking: kept for a shorter period, generally up to two years, unless a longer retention is appropriate for legal or business reasons.
Marketing data: retained until you opt out of marketing communications or we no longer need the data for this purpose. We will regularly review our marketing databases to remove data that is no longer necessary.
When personal data is no longer required, we will securely delete or anonymise it.
Data Security
We take appropriate technical and organisational measures to protect your personal data against unauthorised or unlawful processing and against accidental loss, destruction or damage.
These measures may include access controls, secure storage, encryption or pseudonymisation where appropriate, staff training and regular review of our data handling procedures. While we take reasonable steps to protect your data, no system can be completely secure and you should take care in how you share information with us.
Your Data Protection Rights
As an individual whose personal data we process, you have certain rights under data protection law. These include:
Right of access: you can request confirmation that we process your personal data and ask for a copy of the personal data we hold about you, along with information about how we use it.
Right to rectification: you can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure: in certain circumstances, you may 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, if consent was the lawful basis.
Right to restriction of processing: you can ask us to restrict the processing of your personal data in certain situations, for example while we are verifying its accuracy or dealing with an objection.
Right to object: you have the right to object to our processing of your personal data where we are relying on legitimate interests as the lawful basis, including for direct marketing. We will stop processing your data unless we have compelling legitimate grounds or a legal obligation to continue.
Right to data portability: where processing is based on consent or on a contract and is carried out by automated means, you may request that we provide your personal data in a structured, commonly used and machine-readable format, or that we transmit it to another controller where technically feasible.
Right to withdraw consent: where we rely on your consent to process your personal data, you can withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.
You also have the right to lodge a complaint with the supervisory authority if you believe that your data protection rights have been infringed. In the United Kingdom, this is the Information Commissioner's Office.
International Transfers
Where possible, we store and process your personal data within the United Kingdom or the European Economic Area. If we need to transfer your personal data outside these regions, we will ensure that appropriate safeguards are in place, such as using countries with an adequacy decision or implementing standard contractual clauses or equivalent protections required under data protection law.
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 processing practices. Any updated version will apply from the date it is published. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.
