Privacy Policy - Tooting Man And Van

This Privacy Policy explains how Tooting Man And Van collects, uses, stores, shares, and protects personal data when providing moving, transport, delivery, packing, and related services. It applies to all Tooting Man And Van customers in the area, including individuals, households, landlords, tenants, and business clients who request services or make enquiries. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Information We Collect

We only collect personal data that is necessary for quoting, arranging, delivering, and improving our services. The information we gather may include:

Identity details such as your name, title, and any company name.
Contact details such as phone number, email address, and service address.
Booking and service information including moving dates, property access details, item descriptions, and service preferences.
Payment and billing information such as invoice details and payment status.
Communication records including emails, calls, text messages, and notes from enquiries or complaints.
Operational data such as vehicle allocation, crew notes, and any special handling instructions.
Website or device data if you interact with our online services, including IP address, browser type, and usage patterns.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it. If such information is shared with us, for example where it is relevant to access needs or health-related moving requirements, we will only process it with appropriate safeguards and a valid legal basis.

2. How We Use Your Data

We use personal data only for specified, explicit, and legitimate purposes connected to our services. These purposes include:

Providing quotations and confirming bookings.
Planning and carrying out removals, collections, deliveries, and related services.
Communicating about schedules, access arrangements, delays, changes, or service updates.
Processing invoices, payments, refunds, and account records.
Managing customer support, complaints, and feedback.
Maintaining internal records, service quality, and business administration.
Complying with legal obligations, tax requirements, and record-keeping duties.
Protecting our business, staff, customers, and property from fraud, misuse, or security incidents.

We will not use your personal data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so and, where required, we notify you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Depending on the context, we rely on one or more of the following:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing a quote you have requested, managing your booking, and delivering the services agreed.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that these interests are not overridden by your rights and freedoms. Examples include managing customer communications, improving services, preventing fraud, and maintaining secure records.

Legal Obligation

We may process and retain certain information to comply with legal duties, such as tax, accounting, insurance, health and safety, and regulatory obligations.

Consent

In limited cases, we may rely on your consent, for example if you agree to optional marketing communications or provide special category information where consent is required. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing Your Data and Processors

We may share personal data only when necessary and with appropriate safeguards. We may use trusted third-party service providers, acting as processors, to help us operate efficiently and deliver our services. These may include:

IT and cloud service providers for data storage, scheduling, and communications.
Payment processors for secure handling of transactions.
Accounting and bookkeeping providers for invoicing and financial records.
Communication platform providers for email, messaging, and booking confirmations.
Vehicle, insurance, or claims-related providers where necessary for service fulfilment or legal protection.

Where we engage processors, we ensure they only act on our instructions, apply suitable security measures, and do not use your data for their own unrelated purposes. We may also disclose data to public authorities, insurers, legal advisers, or courts where required by law or necessary to establish, exercise, or defend legal claims.

We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected. Retention periods depend on the type of data, the nature of the service, and legal obligations. In general:

Quotation and enquiry records may be kept for a reasonable period to manage follow-up and business administration.
Booking, invoice, and payment records may be retained for accounting, tax, and audit purposes.
Correspondence and complaint records may be kept to support service improvement and dispute resolution.
Where no ongoing need exists, data will be securely deleted or anonymised.

We review retention regularly and take into account statutory limitation periods, insurance requirements, and operational necessity. Once the retention period expires, records are deleted, archived safely, or anonymised so that they can no longer identify you.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and limited access based on need. While no system is completely risk-free, we work to maintain a high standard of security and to respond promptly to any suspected incident.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to limitations in certain situations, but we will always assess your request carefully. Your rights include:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete information.
Right to erasure – you can request deletion of your data where there is no legal reason for us to keep it.
Right to restriction – you can ask us to limit how we use your data in certain circumstances.
Right to data portability – you can ask for certain information to be provided in a structured, commonly used format.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing relies on consent, you can withdraw it at any time.

If you believe your data protection rights have been infringed, you also have the right to lodge a complaint with the UK data protection authority. We encourage you to raise concerns with us first so that we can try to resolve the matter promptly and fairly.

8. Marketing Communications

We may send limited service-related communications necessary for your booking or enquiry. We will only send marketing messages where permitted by law and, if required, with your consent. You can opt out of marketing at any time by following the instructions provided in the communication or by contacting us through the usual service channels. Opting out of marketing does not affect important transactional messages about your service.

9. Children’s Data

Our services are directed to adults and businesses. We do not knowingly collect personal data from children except where it is incidental to a household move or otherwise necessary for the service requested by an adult customer. If we become aware that we have collected data from a child without an appropriate legal basis, we will take steps to delete it where required.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. When we do, we will revise the policy and make the updated version available as appropriate. We encourage customers to review it periodically so they remain informed about how their data is handled.

11. Summary of Our Commitment

Tooting Man And Van is committed to processing personal data responsibly, securely, and transparently. We collect only what we need, use it for clear purposes, rely on lawful bases, keep it only for as long as necessary, and work with processors who meet appropriate data protection standards. We respect your rights and aim to ensure that every customer in the area receives a service that is both practical and privacy-conscious.