Privacy Policy - Camden Man And Van

This Privacy Policy explains how Camden Man And Van collects, uses, stores, shares, and protects personal data in connection with our moving and transport services. It applies to all Camden Man And Van customers in the Camden area, including prospective customers, individuals making enquiries, and anyone whose personal information is provided to us during the course of arranging or carrying out a move.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have.

1. Information We Collect

We collect only the information that is necessary for us to provide our services safely, efficiently, and lawfully. The personal data we may collect includes:

Identity information: name, title, and any relevant identifiers needed to manage your booking.
Contact information: address, email address, and telephone number used to communicate about your move.
Service details: moving date, collection and delivery locations, property access information, inventory details, and service preferences.
Billing and payment information: payment status, invoice information, and transaction-related records. We do not intentionally store full card details where a secure payment provider is used.
Communication records: messages, booking notes, complaint details, and any correspondence relating to our services.
Special instructions: information about fragile items, access restrictions, parking arrangements, or other logistical requirements.
Technical data: limited device or usage information if you interact with our digital systems, such as IP address or browser information, where relevant for security and service administration.

We may also receive personal data from third parties where necessary for the performance of our services, such as landlords, estate agents, business clients, property managers, or someone acting on your behalf. If another person provides your details to us, we will use them only for the purposes set out in this policy.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide moving, transport, loading, unloading, and related services;
to prepare quotations, confirm bookings, and plan jobs;
to communicate with you about service arrangements, updates, delays, or changes;
to issue invoices, receive payments, and keep accounting records;
to manage customer service enquiries, complaints, and service improvements;
to ensure security, prevent fraud, and protect our business and customers;
to comply with legal, tax, insurance, and regulatory obligations;
to maintain internal records and service quality standards.

We do not use your personal data for purposes that are incompatible with the reasons it was collected. Where additional use is necessary, we will only do so if we have a valid legal basis.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each processing activity. We rely on the following bases:

Contract

Most of the personal data we process is necessary to perform our contract with you or to take steps at your request before entering into a contract. This includes handling bookings, quotations, moving arrangements, and payment administration.

Legal Obligation

We may process and retain certain records where required to meet legal duties, including tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This may include business administration, service quality monitoring, fraud prevention, internal auditing, and defending legal claims.

Consent

In limited situations, we may rely on your consent, for example for certain types of optional communication or non-essential uses of data. Where we rely on consent, you have the right to withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us deliver our services. These parties act as processors or, in some cases, independent controllers. We require all processors to handle personal data securely and only in accordance with our instructions and applicable law.

Examples of processors may include:

IT and hosting providers: for storage, email, and system administration;
payment processors: for secure handling of invoices and transactions;
accounting and bookkeeping services: for financial record management;
customer management software providers: for booking and service administration;
professional advisers: such as insurers, legal advisers, or auditors, where necessary;
subcontracted operational partners: where required to complete a move or related service.

We may also disclose personal data where required by law, court order, regulatory request, or to protect our rights, safety, staff, customers, or property. If data is transferred outside the UK, we will ensure appropriate safeguards are in place to protect it.

5. Data Retention

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

In general:

booking and service records are kept for a period necessary to manage the customer relationship and resolve any post-service issues;
invoice and payment records are retained for the period required by tax and accounting law;
complaints, claims, and dispute-related records may be kept longer where necessary to establish, exercise, or defend legal claims;
data collected on the basis of consent is retained until consent is withdrawn or the purpose is completed.

When personal data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it.

6. Security of Personal Data

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, staff confidentiality requirements, secure systems, and limited access to records on a need-to-know basis.

Although we take reasonable steps to safeguard information, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we continuously review our processes to reduce risks.

7. Your Rights

As a data subject under UK GDPR, you have several rights in relation to your personal data. These rights may be subject to legal conditions and exceptions. They 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 data;
Right to erasure: you can ask us to delete data in certain circumstances;
Right to restriction: you can ask us to limit how we use your data in certain situations;
Right to object: you can object to processing based on legitimate interests or direct marketing;
Right to data portability: you can request transfer of certain data to you or another provider, where applicable;
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with applicable data protection law. You may also raise concerns about our use of your data with the relevant supervisory authority if you believe your rights have been infringed.

8. Children’s Data

Our services are intended for adults and business customers arranging moving services. We do not knowingly collect personal data from children unless it is necessary in the context of a household move and provided by an adult responsible for the arrangement. If we become aware that we have collected data from a child without a lawful basis, we will take appropriate steps to delete it.

9. Automated Decision-Making

We do not generally use automated decision-making or profiling in a way that produces legal or similarly significant effects on individuals. If this changes, we will ensure that any such processing is carried out lawfully and with appropriate safeguards.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updates will take effect when published in revised form. We encourage customers in the Camden area to review this policy periodically so they remain informed about how their data is handled.

11. Summary of Our Commitment

Camden Man And Van is committed to processing personal data responsibly, transparently, and only for legitimate business and legal purposes. We collect the minimum amount of information needed to provide our services, retain it only as long as necessary, and use trusted processors to support safe and efficient operations. We respect your rights and aim to ensure your personal data is handled with care and proper legal protection at every stage.