Privacy Policy - Sutton Man And Van

This Privacy Policy explains how Sutton Man And Van collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, loading, and related services. It applies to all Sutton Man And Van customers in the area, including individuals, households, landlords, tenants, and businesses that engage our services or contact us about a move or delivery.

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. This policy should be read carefully to understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Information We Collect

We collect only the personal data necessary to provide our services, manage our operations, and meet legal obligations. The information we may collect includes:

Identity details such as your name, title, and the names of people involved in the booking.
Contact information such as telephone number, email address, and any other communication details you provide.
Service details such as pickup and delivery addresses, moving dates, inventory information, access requirements, and special instructions.
Payment and billing information such as invoicing details, payment records, and transaction references.
Communication records including emails, messages, quotations, complaints, and notes from calls or service discussions.
Property and move-related information where relevant, such as stair access, parking arrangements, building restrictions, or fragile-item handling instructions.
Technical data if you interact with us digitally, such as basic device or usage information generated through our systems.

We do not intentionally collect sensitive personal data unless it is necessary for a specific service or you choose to provide it. If such data is ever required, we will handle it with additional care and only where permitted by law.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and deliver moving or transportation services.
To plan jobs safely and efficiently, including assessing access, vehicle requirements, and staffing needs.
To communicate with you about your booking, scheduling changes, delays, or service updates.
To issue invoices, receive payments, and maintain financial records.
To respond to enquiries, complaints, and customer support requests.
To maintain internal records and improve service quality.
To comply with legal, tax, accounting, insurance, and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We only use your personal data where there is a valid legal reason to do so and where such use is limited to what is necessary for the relevant purpose.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each processing activity. The lawful bases we rely on are:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming jobs, arranging logistics, carrying out the move, and managing payments.

Legal Obligation

We process certain information to comply with legal duties, such as tax, accounting, insurance, safety, and record-keeping requirements.

Legitimate Interests

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

Consent

In limited cases, we may rely on your consent, for example where we wish to use your information for a specific optional purpose. Where consent is used, you can withdraw it at any time.

Vital Interests

In rare circumstances, we may process information where it is necessary to protect someone’s life or physical safety.

4. Sharing and Processors

We may share personal data only where necessary and only with trusted third parties that help us provide and manage our services. These third parties act as data processors or independent controllers depending on the circumstances.

Processors may include:

Payment service providers that handle transactions securely.
Accountants and bookkeeping services that support financial administration.
IT, software, and cloud storage providers that host or maintain our systems.
Communication services used for emails, messaging, or customer coordination.
Insurance providers, where required for claims or incident handling.
Legal or professional advisers when advice is needed or legal obligations apply.

Where processors handle data on our behalf, they are required to keep it secure, use it only for our instructions, and comply with applicable data protection law. We do not sell your personal data.

We may also disclose data to public authorities, law enforcement, courts, or regulators when required by law or when necessary to protect our rights, customers, or staff.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, or reporting requirements. The retention period depends on the type of information and the reason for processing.

Booking and service records are usually kept for a reasonable period to handle follow-up questions, disputes, or service history.
Financial and invoicing records are retained for the period required by tax and accounting laws.
Complaint and correspondence records may be retained for longer where needed to resolve a matter or defend a legal claim.
Data no longer required is securely deleted, anonymised, or archived in a form that no longer identifies you, where appropriate.

We review retention periods regularly to ensure information is not kept longer than necessary. If you request deletion, we will assess whether we are legally permitted or required to delete the data immediately.

6. Data Security

We use 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, staff awareness, and limiting access to information on a need-to-know basis.

While we take reasonable steps to protect data, no system can be guaranteed completely secure. If a data incident occurs, we will act promptly in accordance with our legal obligations.

7. Your Rights

Under data protection law, you may have the following rights regarding your personal data:

Right of access to request a copy of the personal data we hold about you.
Right to rectification to ask us to correct inaccurate or incomplete information.
Right to erasure to request deletion of your data in certain circumstances.
Right to restrict processing to limit how we use your data in certain situations.
Right to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability to request transfer of certain data in a structured format, where applicable.
Right to withdraw consent where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has not been handled properly. We encourage you to raise concerns directly with us first so we can try to resolve the matter.

8. Children’s Data

Our services are intended for adults arranging removals or transport. We do not knowingly collect personal data from children except where it is incidentally provided by an adult customer as part of a service arrangement. If we become aware that we have collected data from a child inappropriately, we will take suitable steps to remove it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. The latest version will apply to all customers in the area who use Sutton Man And Van services. We recommend reviewing this policy periodically so you remain informed about how your information is handled.

Last reviewed: This policy is intended to provide a clear and lawful explanation of our data practices for Sutton Man And Van customers in the area.

By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy.

Privacy is important to us, and we are committed to processing personal data responsibly, securely, and transparently.