Sutton Man and Van Privacy Policy

This Privacy Policy explains how Sutton Man and Van collects, uses, stores and protects personal data relating to its customers and prospective customers. It is intended to ensure compliance with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Sutton Man and Van customers and enquiries within our service area.

Who this policy applies to

This Privacy Policy applies to individuals who contact Sutton Man and Van, request a quotation, make a booking, receive removal or delivery services, or otherwise interact with us in the course of our business. It also applies to individuals acting on behalf of a business customer, such as employees arranging moves.

What personal data we collect

The types of personal data we may collect include:

Identity details such as name, title and contact preferences. Contact details such as billing address, collection and delivery addresses, and any alternative contact person you nominate. Communication details such as the content of enquiries, quotations, booking confirmations and any follow-up correspondence. Service details such as information about the items to be moved, property access details, parking information, dates and times of moves, and any special instructions you provide. Transaction details such as amounts charged, payment status, basic payment references and services purchased. We do not store full payment card details. Technical and usage data where applicable, such as details about how you access or interact with our online content or booking tools, including basic log information.

How we collect your data

We collect personal data directly from you when you contact us by phone, online form, messaging platform or in person. We may also receive data from third parties where you have given them permission to share it with us, such as comparison or booking platforms. In the course of providing services, our staff may record additional relevant information needed to carry out the move safely and efficiently.

Purposes and lawful basis for processing

We process personal data only when we have a lawful basis under data protection law. The main purposes and lawful bases are:

To provide quotations and respond to enquiries. We use your contact details and service requirements to provide you with a quote or respond to questions. The lawful basis is taking steps at your request before entering into a contract. To perform our contract with you. We use your personal data to schedule and carry out removal and delivery services, manage bookings, handle access and parking arrangements and communicate with you about your move. The lawful basis is performance of a contract. To manage billing and payments. We use transaction data to issue invoices, confirm payment and maintain financial records. The lawful basis is performance of a contract and compliance with legal obligations relating to tax and accounting. To manage customer service and complaints. We may process your data to handle complaints, queries, claims or disputes. The lawful basis is legitimate interests in managing our business and resolving issues, and in some cases performance of a contract or legal obligations. To improve our services. We may use non-identifying or aggregated data to review performance and plan improvements. Where personal data is used, the lawful basis is our legitimate interests in running and developing our business, balanced against your rights. To send service-related communications. We may contact you about important changes to bookings, terms, or policies. The lawful basis is performance of a contract and legitimate interests. Where we rely on legitimate interests, we always balance these interests against your privacy rights and will not use your data for activities where your rights override our interests.

Data retention and storage

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy or as required by law.

In most cases, basic customer and transaction records are retained for up to seven years after the end of our relationship to comply with legal and tax obligations and to maintain records in case of queries or disputes. Quotations and enquiry records that do not result in a booking may be kept for a shorter period, typically up to two years, to manage follow-up enquiries and maintain business records. Information relevant to complaints, claims or legal matters may be retained for longer if necessary to protect our legal rights.

After the relevant retention period, we will securely delete or anonymise your personal data so that it can no longer be associated with you.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described above and where they act as data processors or separate controllers.

Examples of data processors include providers of booking or customer management systems that store your details for us, payment processing providers that handle payment transactions, and professional service providers such as accountants or IT support firms who may access limited data only as necessary to provide their services. Where we use processors, we ensure they are subject to appropriate contractual and security obligations to protect your data and to process it only in accordance with our instructions.

We may also share data with independent contractors engaged to carry out your move, where they need contact and address details to perform the service. In some cases they act as independent controllers of that data and are responsible for their own compliance.

We may disclose personal data where required by law, regulation, court order or government request, or to establish, exercise or defend legal claims.

International transfers

Our primary operations and data storage are based in the United Kingdom. If we use any service providers located outside the United Kingdom or the European Economic Area, we will take appropriate steps to ensure that your personal data receives an adequate level of protection, such as using standard contractual clauses or relying on adequacy regulations where available.

How we protect your data

We take reasonable technical and organisational measures to safeguard personal data against loss, misuse, unauthorised access, disclosure, alteration or destruction. These measures include access controls, secure storage, staff training and procedures designed to ensure that personal data is handled lawfully and securely. While no system is completely secure, we work to protect your information in line with applicable legal and industry standards.

Your data protection rights

As an individual in our service area, you have the following rights in relation to your personal data, subject to certain conditions and exemptions under data protection law:

Right of access. You have the right to request confirmation of whether we process your personal data and to receive a copy of that data along with information about our processing. Right to rectification. You have the right to ask us to correct or complete personal data that you believe is inaccurate or incomplete. Right to erasure. In some circumstances, you have the right to ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other legal basis for processing. Right to restriction. You have the right to request that we restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised. Right to object. You may have the right to object to processing based on our legitimate interests, on grounds relating to your particular situation. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or the processing is for the establishment, exercise or defence of legal claims. Right to data portability. In some circumstances, you have the right to receive personal data you have provided to us in a structured, commonly used and machine-readable format and to request that we transmit that data to another controller where technically feasible.

If you wish to exercise any of these rights, we may need to verify your identity before responding to your request. We aim to respond within one month, or as otherwise required by law.

Complaints and further information

If you have concerns about how we handle your personal data, you can contact us so that we can try to resolve the issue. You also have the right to lodge a complaint with the Information Commissioner s Office in the United Kingdom. Details of how to do this can be found on the Information Commissioner s Office website.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or operational needs. The 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.