Camden Man and Van Privacy Policy

This Privacy Policy explains how Camden Man and Van collects, uses, stores and protects personal data relating to customers in the Camden area and surrounding locations. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. This policy applies to all services provided by Camden Man and Van and to all customers and prospective customers who live in, or book services within, the Camden area.

Scope of this Privacy Policy

This policy applies to personal data that Camden Man and Van processes about individuals, including customers, prospective customers and individuals who make enquiries about our services. It covers data collected through our website, over the phone, in person, through messaging services and in any other form of communication with us in connection with our man and van, removals and related services.

What Personal Data We Collect

We may collect and process the following categories of personal data when you contact us, request a quote, make a booking or use our services:

Identification and contact details, such as your name, address, service address, and your chosen contact details.

Service and booking information, such as details of the items to be moved, access information for properties, dates and times of moves, collection and delivery addresses, and any special instructions you provide.

Payment and transaction data, such as payment amount, payment method and transaction history. We do not store full card details when payment is processed through third-party payment providers.

Communication records, such as emails, messages or notes from phone calls relating to quotations, bookings, customer service and complaints.

Technical and usage information, where relevant, such as basic information about how you interact with our website or online booking forms, including device and browser details and general usage data. This may be collected using cookies or similar technologies where permitted by law.

Lawful Bases for Processing Personal Data

Camden Man and Van only processes personal data where we have a lawful basis under data protection law. Depending on the specific activity, we rely on the following lawful bases:

Contract: We process your personal data where this is necessary to provide our services, including taking steps at your request before entering into a contract. This includes providing quotes, managing bookings, carrying out removals and related services, handling payments and communicating with you about your booking.

Legal obligation: We may process personal data where we are required to do so by law, such as for tax and accounting obligations, record keeping requirements, or responding to lawful requests from authorities.

Legitimate interests: We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include improving our services, managing our relationship with customers, handling enquiries and complaints, preventing fraud and ensuring the security of our systems and vehicles.

Consent: In limited circumstances, we may rely on your consent, for example for certain types of marketing communications where required by law. Where we rely on consent, you can withdraw it at any time by contacting us using the details in this policy.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide and manage our man and van and removals services, including quotations, bookings, scheduling, transportation and delivery of your belongings.

To communicate with you about your enquiry or booking, including sending confirmations, updates and service-related messages.

To process payments, manage invoices and maintain records necessary for accounting, reporting and auditing.

To respond to your questions, feedback, comments or complaints and to provide customer service and support.

To improve our services, operations and customer experience, including analysing patterns in bookings and service use.

To protect our business, our staff, our customers and our property, including preventing and detecting fraud or misuse of our services.

To comply with legal and regulatory obligations and to cooperate with regulators or law enforcement bodies where required.

Data Retention and Storage

Camden Man and Van keeps personal data only for as long as necessary to fulfil the purposes described in this policy, or to meet legal, accounting or reporting requirements. The length of time we keep your data depends on the type of information and the reason we collected it.

Booking and service records, including contact details and information about the services we provided, are generally retained for up to seven years from the end of our relationship with you, to meet tax, accounting and legal obligations and to respond to any queries or disputes.

Enquiry records that do not lead to a booking may be kept for a shorter period, typically up to two years, to help us manage and improve our services and to respond to repeat or follow-up enquiries.

Marketing preferences and communication records are kept for as long as you remain subscribed or otherwise engaged with our communications, or until you object or opt out, after which we may keep a limited record of your preference to ensure we respect your choice.

We will securely delete or anonymise personal data when it is no longer required for the purposes for which it was collected and when we are no longer required to keep it by law.

Data Processors and Sharing of Personal Data

We may share your personal data with carefully selected third parties who act as data processors on our behalf. These processors only process your personal data in accordance with our instructions and for the purposes set out in this policy. They are required to keep your data secure and confidential.

Examples of data processors can include payment processing providers, accounting and invoicing services, information technology and hosting providers, communication platforms used for booking management or messaging, and other professional advisers or service providers who support our business operations.

In some cases, we may also share personal data with third parties acting as independent controllers, where this is necessary and lawful. This may include insurers, legal advisers, regulators, law enforcement bodies or other authorities, where required to comply with legal obligations or to protect our rights.

We do not sell your personal data to third parties. Where personal data is transferred outside the United Kingdom or the European Economic Area, we will take appropriate steps to ensure that adequate safeguards are in place to protect your data in accordance with data protection law.

Security of Your Personal Data

Camden Man and Van takes the security of your personal data seriously. We use appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, disclosure or destruction. These measures include access controls, secure storage, restricted access to personal data only where necessary, and appropriate training for staff who handle personal data.

While we take all reasonable steps to protect your personal data, no system or transmission of information can be guaranteed to be completely secure. You are responsible for ensuring that any personal data you send to us is transmitted securely and for keeping any reference numbers or booking details confidential.

Your Data Protection Rights

As a customer of Camden Man and Van, you have a number of rights under data protection law in relation to the personal data we hold about you. These rights apply to all our customers in the Camden area and may be subject to certain conditions and legal exemptions.

Right of access: You have the right to request a copy of the personal data we hold about you, together with information about how we use it.

Right to rectification: You have the right to ask us to correct personal data that is inaccurate or incomplete.

Right to erasure: In certain circumstances, you have the right to request that we 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 lawful basis for processing.

Right to restriction of processing: You may have the right to request that we restrict the processing of your personal data in certain situations, such as while we are assessing a request to rectify your data.

Right to data portability: Where we process your personal data on the basis of consent or contract and by automated means, you may have the right to receive your personal data in a structured, commonly used and machine-readable format and to request that we transfer it to another controller where technically feasible.

Right to object: You have the right to object to our processing of your personal data where we rely on legitimate interests as our lawful basis. You also have the right to object at any time to your personal data being used for direct marketing.

Right to withdraw consent: Where we rely on your consent to process personal data, you have the right to withdraw that consent at any time. Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

If you wish to exercise any of these rights, please contact us using the contact details provided in your booking documentation or on our website. We may need to verify your identity before responding to your request.

Complaints and Contact

If you have any concerns about how Camden Man and Van handles your personal data, we encourage you to contact us in the first instance so that we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection regulator. Details of how to contact the regulator can be found on the official information commissioner website.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, business practices or legal obligations. Any updated version will be made available through our usual customer communication channels. We encourage you to review this policy periodically to stay informed about how we protect your personal data.