Balham Man and Van Customer Privacy Policy

This Privacy Policy explains how Balham Man and Van collects, uses, stores and shares personal data relating to customers and prospective customers. It applies to all Balham Man and Van customers and service users in our operating area, whether you contact us online, by phone, in writing or in person.

We are committed to protecting your privacy and handling your personal data in a lawful, fair and transparent way, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Personal data we collect

We may collect and process the following types of personal data about you when you enquire about, book or use our services, or when you communicate with us for any other reason related to our business:

Identification and contact details, such as your name, address, service address, contact address, and any alternative contact details you choose to provide.

Communication details, including your preferred contact method and the content of messages you send to us or that we send to you, such as enquiries, quotes, booking confirmations and follow-up messages.

Service and booking information, including dates and times of your move or transport service, collection and delivery addresses, property access details where relevant, inventory or description of items to be moved, and any special instructions.

Payment and billing details, such as billing address, payment method details processed through our chosen payment providers, the amount charged, and records of invoices or receipts. We do not store full card details where a third-party payment processor is used.

Usage and technical information where applicable, such as basic information about how you access any online pages we operate, including device type, approximate location, and similar technical data provided by your browser or device.

Feedback and correspondence, including any complaints, compliments, reviews, survey responses or other feedback you choose to provide about our services.

How we collect your data

We collect personal data directly from you when you request a quote, book a service, complete a form, speak to us on the phone, communicate with us by electronic means, or otherwise interact with us in relation to our services.

We may also receive limited personal data from third parties where necessary to provide our services, for example if a landlord, estate agent, or another party arranges a move on your behalf and provides us with your contact and address details. In such cases, we take reasonable steps to ensure that the third party is authorised to share that information with us.

Lawful basis for processing

We only process your personal data where we have a lawful basis under data protection law. Depending on the context, we may rely on the following lawful bases:

Contract. We process your data where it is necessary to take steps at your request before entering into a contract with you, or to perform a contract with you. This includes providing quotes, booking services, carrying out removals and transport services, and managing payments and billing.

Legal obligation. We process certain data to comply with legal and regulatory requirements, such as tax and accounting rules, record-keeping obligations, and responding to lawful requests from public authorities where required.

Legitimate interests. We may process your data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. This can include improving our services, handling enquiries and complaints, preventing fraud, ensuring the security of our operations, and maintaining business records.

Consent. In limited circumstances, we may rely on your explicit consent, for example where we wish to send you certain types of optional marketing communication. Where we rely on consent, you can withdraw it at any time.

How we use your personal data

We may use your personal data for the following purposes:

To provide and manage our services, including responding to your enquiries, providing quotations, confirming and managing bookings, scheduling and carrying out moves, and delivering any related services you request.

To take payment and manage billing, including issuing invoices or receipts, processing payments through our chosen payment providers, and dealing with payment queries and chargebacks where relevant.

To communicate with you, including sending booking confirmations, service updates, reminders, follow-up messages, and responding to any questions or feedback you provide.

To manage our business operations, such as record keeping, administration, planning and resource allocation, staff training and quality control.

To comply with legal and regulatory obligations, including accounting, taxation, insurance, and the handling of potential disputes and claims.

To improve and develop our services, including analysing common enquiries, issues or feedback so that we can refine how we operate and better meet customer needs.

Data retention

We keep your personal data only for as long as it is reasonably necessary for the purposes for which it was collected, and to meet any legal, accounting or reporting requirements.

In general, we will retain booking and invoicing records for a period consistent with applicable tax and accounting rules. Correspondence and enquiry records may be retained for a reasonable period to allow us to manage repeat enquiries, deal with complaints or disputes, and improve our services.

When personal data is no longer required, we will securely delete it or anonymise it so that it can no longer be associated with you.

Data processors and third parties

We may share your personal data with trusted third parties who act as data processors on our behalf, strictly for the purposes described in this Privacy Policy. These third parties are required to handle your data securely and only in accordance with our instructions and applicable data protection laws.

Typical categories of processors and third parties may include:

Payment service providers who process your payment details and transactions.

IT and hosting providers who support our business systems and data storage.

Accountants or other professional advisers who assist with our legal and financial obligations.

Where required by law, we may also share data with regulators, law enforcement bodies or other authorities.

We do not sell your personal data to third parties.

International data transfers

Where our use of third-party service providers results in your data being transferred outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as the use of standard contractual clauses or equivalent protection measures, in line with data protection law.

Security of your data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, loss, misuse, alteration or disclosure. These measures are designed to provide a level of security appropriate to the risks presented by the processing of your data.

Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all Balham Man and Van customers and service users in our area, subject to certain legal conditions and exemptions.

Right of access. You have the right to request confirmation of whether we hold personal data about you and to request a copy of that data, together with certain information about how it is processed.

Right to rectification. You have the right to request that we correct any inaccurate or incomplete personal data we hold about you.

Right to erasure. In certain circumstances, you may have the right to 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 have withdrawn consent and there is no other lawful basis for processing.

Right to restriction. You may have the right to request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or consider an objection.

Right to object. You may have the right to object to certain types of processing carried out on the basis of legitimate interests. We will consider your objection and stop processing your data unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is required for legal claims.

Right to data portability. In some cases, you may have the right to receive personal data you provided to us in a structured, commonly used and machine-readable format and to request that we transmit it to another controller, where technically feasible.

Exercising your rights and complaints

If you wish to exercise any of your data protection rights, or if you have questions about how we handle your personal data, you can contact us using the usual communication channels you use for our services.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We would, however, appreciate the opportunity to address your concerns directly before you contact a supervisory authority, and we encourage you to contact us in the first instance.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or changes in applicable law. Any updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.