Surrey Man and Van Privacy Policy

This Privacy Policy explains how Surrey Man and Van collects, uses and protects personal data relating to our customers and prospective customers. It applies to all Surrey Man and Van customers and enquiry-makers within our service area in and around Surrey. We are committed to handling your personal data lawfully, fairly and transparently in accordance with the UK General Data Protection Regulation and applicable data protection laws.

Who this Privacy Policy applies to

This Privacy Policy applies to individuals who contact Surrey Man and Van to request quotations, make bookings, receive removals or transport services, communicate with us about our services, or otherwise interact with us as a customer or potential customer within our operating area. It also applies to individuals whose personal data is provided to us by our customers, for example where a customer gives us a delivery contact or access contact at a property.

Personal data we collect

Surrey Man and Van only collects personal data that is necessary for the provision of our services and the proper administration of our business. Depending on how you engage with us, we may collect the following types of personal data:

Identity and contact details such as name, postal address, property address for collection and delivery, email address and any other contact information you choose to provide.

Booking and service information such as dates and times of your move or transport job, pick-up and drop-off locations, access instructions, details about items to be moved, and any relevant notes you provide relating to the service.

Payment and billing details including information required to issue invoices, records of payments received and amounts due. Where third-party payment processors are used, we do not typically receive or store full card details.

Communication records such as enquiries, quotations, booking confirmations, complaints or feedback, and any correspondence between you and Surrey Man and Van by phone, SMS, messaging platforms or other channels.

Technical and usage information where you interact with our website, such as basic device or browser details and how you use our site. Any such data is used only to maintain and improve our services and is not used to personally profile you.

How we collect personal data

We collect personal data directly from you when you contact us, request a quotation, make a booking, provide instructions, or communicate with our team. We may also receive personal data indirectly where another person provides your details as a contact point for access to a property or delivery, or where a commercial customer passes us the details of an end customer for service delivery purposes.

Lawful basis for processing your data

Surrey Man and Van processes personal data only where we have a valid lawful basis under data protection law. Depending on the circumstances, the lawful basis will usually be one or more of the following:

Performance of a contract. We process your personal data where it is necessary to take steps at your request prior to entering into a contract, or to fulfil a contract for removals, man and van services or related services that you have requested from us. For example, we use your contact and address details to provide quotations, confirm bookings and deliver your service.

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 interests. This may include managing our relationship with you, improving our services, maintaining business records, preventing fraud, and exercising or defending legal claims.

Legal obligation. We process certain personal data in order to comply with applicable legal and regulatory requirements, such as accounting, taxation and record-keeping obligations.

Consent. In limited circumstances we may rely on your consent to process your data, for example to send optional marketing communications. Where we rely on consent, you are free to withdraw it at any time. Withdrawing consent will not affect the lawfulness of processing that took place before withdrawal.

How we use your personal data

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

To provide quotations for Surrey Man and Van services that you request and to communicate with you about possible bookings.

To set up, manage and complete your bookings, including planning routes, allocating vehicles and staff, and carrying out the removals or transport service at the agreed time and place.

To communicate with you about your service, including confirmations, changes to bookings, customer service updates and responses to enquiries, complaints or feedback.

To issue invoices, process payments via our chosen payment partners, maintain financial records and manage any outstanding amounts.

To maintain internal records of work carried out, routes used, and customer interactions so that we can operate our business efficiently and improve the services we offer.

To comply with our legal obligations, respond to lawful requests from authorities where required, and protect our legal rights.

Sharing your personal data and processors

We do not sell your personal data. We may share personal data with selected third parties where necessary for our business operations, always under appropriate contractual safeguards.

Service providers acting as data processors may include companies that provide IT and cloud hosting services, secure data storage, email and communication platforms, and accounting or invoicing tools. These providers are only permitted to process your personal data on our instructions and for the purposes we specify, and they are required to keep it secure.

Payment processors may receive limited personal data necessary to take payments or process refunds. These organisations act as independent controllers or processors depending on their role, and apply their own security measures.

Operational partners such as subcontracted drivers or logistics partners may receive information necessary to carry out the service, such as your name, address, contact details and service instructions.

We may also share personal data where required by law, for example with law enforcement agencies or regulatory bodies, or in connection with legal proceedings.

International data transfers

Where any of our service providers or their systems are located outside the United Kingdom, we ensure that appropriate safeguards are in place for any international transfer of personal data, in line with data protection law. This may include the use of standard contractual clauses or reliance on adequacy decisions by regulators.

Data retention and storage

Surrey Man and Van keeps personal data only for as long as it is needed for the purposes for which it was collected, or as required by law. We apply the following general retention approach:

Enquiry and quotation records are normally retained for a limited period to respond to your enquiry and for a reasonable time afterwards in case you wish to proceed.

Booking and service records, including invoices and supporting documents, are kept for the duration of our relationship with you and for a number of years afterwards as required for accounting, tax and legal purposes.

Communication records are stored for an appropriate period to manage our relationship with you, resolve any issues that arise, and maintain evidence of our interactions where necessary.

At the end of the applicable retention period, personal data will be securely deleted, anonymised or archived in a non-identifiable form.

Your data protection rights

Under data protection law, individuals whose personal data we process have a number of rights. These rights are subject to certain conditions and exemptions. In particular, you may have the right to:

Access your personal data and receive information about how we process it.

Request correction of inaccurate or incomplete personal data that we hold about you.

Request erasure of your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected and we are not required to keep it for legal reasons.

Object to our processing of your personal data where we rely on legitimate interests, and we will consider your objection in light of our obligations and your circumstances.

Request restriction of processing of your personal data in specific situations, such as while we are verifying accuracy or dealing with an objection.

Request a copy of certain personal data in a commonly used, machine-readable format, and to ask us to transmit that data to another controller where technically feasible.

Withdraw consent where we rely on consent to process your data, such as for optional marketing communications.

How to exercise your rights

If you wish to exercise any of your data protection rights or have questions about how Surrey Man and Van handles your personal data, you can contact us using our standard contact methods set out on our website or other business materials. We may need to verify your identity before responding to your request, particularly where sensitive information is involved.

You also have the right to raise a concern with the relevant supervisory authority for data protection if you believe your rights have been infringed. We encourage you to contact us first so that we can try to resolve any issues directly.

Security of your personal data

We take 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 staff and providers who need it for legitimate business purposes and ensuring that those persons are subject to confidentiality obligations.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any updated version will be made available through our usual customer communication channels. We encourage you to review this Privacy Policy periodically so that you remain informed about how Surrey Man and Van protects your personal data.