Privacy Policy - Lambeth Man And Van

This Privacy Policy explains how Lambeth Man And Van collects, uses, stores, shares, and protects personal data when providing moving, transport, collection, delivery, and related services. It applies to all Lambeth Man And Van customers in the area, including individuals, households, landlords, tenants, businesses, and any person who enquires about or uses our services.

1. Who we are

Lambeth Man And Van is a removal and transport service provider operating in the Lambeth area. For the purposes of data protection law, we act as the data controller for the personal data we collect and use in connection with our services, unless we are processing data on behalf of another organisation in a specific contractual arrangement.

2. Personal data we collect

We only collect personal data that is necessary for delivering our services, managing enquiries, meeting legal obligations, and improving our operations. The types of data we may collect include:

Identity details such as your name, title, and company name if applicable.
Contact details such as phone number, email address, and service address.
Booking information such as moving date, property access details, item list, and service preferences.
Payment information such as transaction status and billing records. We do not store full card details if payment is processed securely by a third-party payment provider.
Communication records such as emails, messages, call notes, complaint details, and feedback.
Service-related information such as inventory details, delivery instructions, and special handling requirements.
Technical data such as device type, browser information, and basic usage data if you interact with digital systems used for administration.

We do not intentionally collect special category personal data unless it is strictly necessary and you have provided it voluntarily, or unless another lawful condition applies. If such data is provided, we will handle it with additional care and only for a clear and lawful purpose.

3. How we collect personal data

We may collect personal data directly from you, from a person acting on your behalf, or from third parties involved in arranging or supporting the service. This may happen when you:

Request a quote or make an enquiry.
Book a removal, delivery, collection, or transport service.
Communicate with us by phone, email, message, or in writing.
Provide details needed for access, scheduling, invoicing, or delivery.
Submit a complaint, claim, or service review.

We may also receive limited information from business partners, property managers, estate agents, or subcontractors where this is necessary to complete the work or coordinate access.

4. Why we use your data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, deliver, and manage moving or transport services.
To confirm identity, service instructions, and access requirements.
To issue invoices, process payments, and maintain financial records.
To communicate service updates, delays, or changes.
To handle complaints, claims, or disputes.
To comply with legal, tax, insurance, and regulatory obligations.
To maintain internal records, quality control, and service improvement.
To prevent fraud, misuse, or unlawful activity.

We will only use your personal data for the purpose for which it was collected, unless we reasonably need to use it for another compatible purpose and the law allows it.

5. Lawful basis for processing

Under UK GDPR and the Data Protection Act 2018, we rely on the following lawful bases depending on the context:

Contract

We process data when it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes managing bookings, providing the service, issuing invoices, and communicating essential service information.

Legal obligation

We may process data where required to comply with legal duties, including tax, accounting, insurance, and record-keeping obligations.

Legitimate interests

We may process data where we have a legitimate business interest and your rights do not override those interests. This may include service administration, internal record management, fraud prevention, service quality, and handling customer queries. We always consider whether the processing is necessary and proportionate.

Consent

In limited situations, we may rely on your consent, for example for optional marketing communications or specific data uses not covered by another lawful basis. Where consent is used, you can withdraw it at any time.

6. Data sharing and processors

We may share personal data with trusted third parties where necessary to provide services, operate our business, or meet legal requirements. These third parties act as processors or, in some cases, independent controllers depending on their role.

Examples of processors may include:

IT and cloud service providers that host data, secure communications, or store business records.
Payment processors that handle card or online payment transactions securely.
Accounting and bookkeeping providers that support invoicing, record-keeping, and tax compliance.
Customer management or scheduling systems used for bookings and operational administration.
Subcontracted drivers or crew members who need relevant customer and job details to complete the service.
Insurance providers, legal advisers, or dispute resolution partners where required to address claims or legal matters.

We require processors to protect your data, use it only on our instructions, and maintain appropriate security measures. We do not sell personal data.

7. International transfers

If any of our processors store or access data outside the UK, we will ensure suitable safeguards are in place in line with applicable data protection law. This may include approved contractual protections or other lawful transfer mechanisms.

8. Data retention

We keep personal data only for as long as necessary for the purpose it was collected, to meet legal obligations, and to resolve disputes. Retention periods may vary depending on the type of data and the service involved.

Quotation and enquiry records may be kept for a limited period if no booking follows, for business reference and customer service.
Booking, service, and invoice records are usually kept for the period required for accounting, tax, and contractual purposes.
Complaint and claims records may be retained for longer where needed to defend legal rights or manage insurance matters.
Marketing preferences are kept until you unsubscribe or withdraw consent.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you.

9. Data security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of data handling practices. While no system is completely risk-free, we work to keep your information as secure as reasonably possible.

10. Your rights

Under data protection law, you have several rights regarding your personal data. Subject to legal limits and verification requirements, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your data in certain circumstances.
Restrict how we process your data in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for information you provided to us where applicable.
Withdraw consent at any time where processing is based on consent.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

11. Children’s data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidentally provided by an adult customer in connection with a household move or related service. Where this occurs, we process the data only as necessary for the service and in line with this policy.

12. Updates to this policy

We may update this Privacy Policy from time to time to reflect changes in law, services, or data handling practices. The latest version will apply to the personal data we hold. We encourage customers to review this policy periodically so they remain informed about how their information is used.

13. Summary of our commitment

Lambeth Man And Van is committed to handling personal data lawfully, fairly, and transparently. We collect only what we need, use it for clear and legitimate purposes, share it only where necessary with trusted processors, and keep it no longer than required. We respect your rights and aim to maintain a high standard of privacy and security for every customer in the area.