Privacy Policy for Roehampton Man And Van

This Privacy Policy explains how Roehampton Man And Van collects, uses, stores, shares, and protects personal data. It applies to all Roehampton Man And Van customers in the area, including prospective customers, booked customers, and any person who makes an enquiry or interacts with our services. We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Roehampton Man And Van provides moving, transport, delivery, and related logistics services. In providing these services, we may need to collect and process personal information about customers, recipients, business contacts, and other individuals connected to a booking. We act as the data controller for the personal data we collect and determine the purposes and means of processing that data.

2. Personal Data We Collect

We collect only the personal data necessary to manage enquiries, deliver services, handle payments, and maintain proper business records. The categories of data we may collect include:

Identity data such as name, title, and, where relevant, company name.
Contact data such as address, email address, and telephone number.
Booking and service data such as moving dates, pickup and delivery addresses, property access information, inventory details, and service requirements.
Payment data such as payment status, billing records, and transaction references. We do not intentionally store full card details unless processed by a secure payment provider.
Communication data such as messages, call notes, emails, and any information you provide when contacting us.
Technical data such as IP address, device information, browser type, and usage information if you interact with our digital systems.
Special category data only where you choose to disclose it and it is necessary for the service, for example access needs, mobility requirements, or other support information relevant to a move. We process such data carefully and only when there is a lawful basis to do so.

We ask that you do not provide unnecessary sensitive information unless it is relevant to the services requested.

3. How We Collect Data

We collect personal data directly from you when you:

make an enquiry;
request a quote;
book or amend a service;
communicate with us by phone, email, text, or message;
make a payment;
provide delivery instructions or access details;
submit feedback or a complaint.

We may also receive data from third parties where necessary to carry out our services, such as from a customer’s representative, estate agent, landlord, business partner, payment processor, or referral source. In all cases, we only use that information for legitimate business purposes and in line with this policy.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Roehampton Man And Van relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging bookings, delivering moving services, managing payments, and handling customer support related to the service.

Legal Obligation

We may process and retain certain records to comply with tax, accounting, insurance, transport, and other legal obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include business administration, service improvement, fraud prevention, record keeping, and responding to enquiries or disputes. Where required, we carry out a balancing test before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or where you provide special category data that requires consent and no other lawful basis applies. Where consent is used, you may withdraw it at any time.

Vital Interests and Public Task

These bases are unlikely to apply in most ordinary moving and transport situations, but we may rely on them if needed in exceptional circumstances.

5. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and confirm bookings;
to plan and complete moving or delivery services;
to communicate about scheduling, access, and service details;
to process payments and maintain accounting records;
to manage customer service enquiries, complaints, and claims;
to maintain business records and improve our operations;
to comply with legal and regulatory requirements;
to protect against fraud, misuse, and security incidents.

We do not use your personal data for unrelated purposes unless permitted by law or where we have informed you and obtained any required permission.

6. Data Sharing and Processors

We may share personal data with carefully selected service providers and third parties who act as processors on our behalf. These processors only process data according to our instructions and are required to keep it secure and confidential.

Examples of processors and third parties may include:

IT and hosting providers that support email, storage, and business systems;
Payment processors that handle payment transactions securely;
Accounting and bookkeeping providers that support financial records and tax compliance;
Communication service providers that help us manage calls, messages, or email systems;
Insurance providers, legal advisers, or claims handlers where needed for compliance, disputes, or protection of our rights;
Subcontractors or operational partners involved in fulfilling a booking, where necessary and proportionate.

We may also share data where required by law, court order, or regulatory request, or where necessary to protect our rights, customers, staff, or property.

We do not sell your personal data. If data is transferred outside the United Kingdom or European Economic Area, we will ensure appropriate safeguards are in place, such as approved transfer mechanisms and contractual protections.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason for processing.

In general:

booking and service records are retained for a reasonable period to manage disputes, customer history, and business administration;
financial and tax records are retained for the period required by law;
complaints, claims, or incident records may be retained longer where necessary to resolve issues or defend legal claims;
enquiry records that do not lead to a booking may be kept for a shorter period and then deleted or anonymised.

When personal data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff training, and restricting data access to authorised personnel only. While no system can be guaranteed completely secure, we work to reduce risks and respond promptly to any suspected incident.

9. Your Rights

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

The right to be informed about how your data is used;
The right of access to obtain a copy of the personal data we hold about you;
The right to rectification if your data is inaccurate or incomplete;
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 information you 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 such processing is used.

Some rights are not absolute and may depend on the legal basis and the purpose of processing. If you wish to exercise any of these rights, we will respond in accordance with applicable law.

10. Children’s Data

Our services are generally intended for adults acting on their own behalf or on behalf of a household or organisation. We do not knowingly collect personal data from children unless it is necessary in connection with a service request and provided by a responsible adult. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

11. Changes to This Policy

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

12. Complaints

If you have concerns about how we handle personal data, we encourage you to raise them with us so that we can address the issue. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

Summary of our commitment: Roehampton Man And Van will process personal data lawfully, fairly, and transparently, use it only where necessary, retain it for limited periods, and respect the rights of every customer in the area.