Privacy Policy - Richmond Man And Van

This Privacy Policy explains how Richmond Man And Van collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, and related services. It applies to all Richmond Man And Van customers in the area, including individuals, households, landlords, tenants, students, and businesses that use our services. We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We only collect personal data that is necessary to arrange and deliver our services, manage our relationship with customers, and meet legal or operational requirements. The types of information we may collect include:

Identity details such as your name and, where relevant, company name or representative details.
Contact details such as address, email address, and telephone number.
Service information including moving addresses, access details, inventory lists, scheduling preferences, and service instructions.
Payment and billing information needed to process payments, issue invoices, and record transactions.
Communication records such as enquiries, quotes, booking notes, complaints, and service-related correspondence.
Operational data including delivery notes, job completion records, and evidence required for service confirmation or dispute resolution.
Technical data collected when you interact with our digital systems, such as IP address, browser type, device information, and basic usage data.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example if it is relevant to access requirements or service-specific instructions. If such information is provided, it will be handled with appropriate care and only where a lawful basis applies.

2. How We Use Personal Data

We use personal data to provide a reliable and efficient service. This includes:

preparing quotations and confirming bookings;
planning, carrying out, and completing removals or related services;
communicating with customers before, during, and after the service;
processing payments and managing invoices;
handling complaints, claims, or queries;
maintaining business records and service quality;
meeting legal, tax, accounting, and insurance obligations;
protecting the security of our operations, staff, property, and customers.

We will only use your information for the purpose for which it was collected, unless we reasonably need to use it for a compatible purpose. If we need to use your data for a new and unrelated purpose, we will ensure there is a lawful basis to do so and, where required, notify you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Richmond Man And Van may rely on the following bases:

Performance of a Contract

We process personal data where it is necessary to provide a quote, make a booking, deliver a service, manage your move, or fulfil obligations under our agreement with you.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include managing operations, improving services, preventing fraud, retaining basic records, and responding to disputes.

Legal Obligation

We may process and retain certain data to comply with legal duties, including accounting, tax, insurance, transport, and record-keeping requirements.

Consent

Where required, we will rely on your consent, for example in limited situations involving optional communications or the handling of information you have expressly chosen to provide. You may withdraw consent at any time where processing is based on consent.

4. Data Sharing and Processors

We may share personal data with trusted third parties when necessary to operate our business and provide services. These third parties act as processors or independent controllers depending on the context. Processors only act on our instructions and are required to protect your data.

Examples of processors or service providers may include:

Payment processors that handle card or electronic payments securely.
Accounting and bookkeeping providers that support invoicing, tax records, and financial administration.
IT and cloud service providers that store and maintain business systems and communication tools.
Administrative support services that assist with scheduling, record management, or customer communications.
Insurance providers, legal advisers, or claims handlers where data is needed for protection, compliance, or dispute management.

We may also disclose information where required by law, court order, regulatory request, or to protect our legal rights, customers, staff, or property. We do not sell personal data.

5. International Transfers

If any of our processors store or access data outside the United Kingdom, we will take steps to ensure appropriate safeguards are in place, such as approved contractual protections or other lawful transfer mechanisms. This is done to keep your information protected to a standard consistent with UK data protection law.

6. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Retention periods may vary depending on the type of data and the nature of the service.

In general:

Customer and service records are kept for a period needed to manage the contract, resolve disputes, and maintain business records.
Financial and tax records are retained for the period required by law.
Communications and complaint records may be retained for a reasonable period to evidence service history and deal with follow-up issues.

When information is no longer needed, we will securely delete, destroy, or anonymise it. Retention periods are reviewed regularly to make sure we do not keep data for longer than necessary.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include restricted access controls, secure storage, password protection, staff confidentiality obligations, and reasonable safeguards within our internal processes.

While no system can be guaranteed completely secure, we work to maintain a high level of protection and to review our practices where necessary. If a data breach occurs that poses a risk to your rights and freedoms, we will handle it in line with our legal obligations.

8. Your Rights

As a data subject under UK GDPR, you have a number of rights regarding your personal data. These may include:

The right to be informed about how we use your data.
The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain circumstances, also known as the right to be forgotten.
The right to restrict processing where conditions apply.
The right to data portability for information processed by automated means and based on consent or contract, where applicable.
The right to object to processing based on legitimate interests or direct marketing.
Rights in relation to automated decision-making, where applicable, though we do not normally make decisions solely by automated means.

If you wish to exercise any of these rights, we will respond in line with applicable legal requirements. In some cases, we may need to verify your identity before acting on your request.

9. Marketing Communications

If we send any marketing communications, we will do so only where we have a lawful basis to do so. You can opt out of such communications at any time. We will continue to send essential service and transaction-related messages where necessary, as these are not marketing.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect data from children unless it is necessary for a moving arrangement and provided by a responsible adult or lawful representative. Where such information is involved, it will be handled carefully and only for the required purpose.

11. Changes to This Privacy Policy

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

12. Summary of Our Commitment

Richmond Man And Van is committed to collecting only the information needed to deliver services safely and professionally, using it lawfully, keeping it secure, and respecting your rights. This policy applies to all customers in the Richmond area and is intended to provide a clear understanding of how we manage personal data in a responsible and transparent manner.