Elephant and Castle Man and Van Privacy Policy
This Privacy Policy explains how Elephant and Castle Man and Van collects, uses, stores and shares personal data relating to customers and prospective customers in the Elephant and Castle area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all services provided by Elephant and Castle Man and Van to individuals and organisations within the Elephant and Castle area.
Scope and controller responsibility
Elephant and Castle Man and Van is the data controller for the personal data described in this Privacy Policy. This means we determine the purposes and means of processing your personal data. This policy covers personal data we collect directly from you, data generated through the provision of our moving and transport services, and data obtained from third parties where applicable.
Types of personal data we collect
We collect and process different categories of personal data, depending on how you interact with us and which services you use. The data we may collect includes:
Identification and contact details, such as your name, address, service address, billing address, and general location in the Elephant and Castle area.
Communication details, such as your preferred method of contact and the content of messages or enquiries you send to us.
Service-related information, such as details of your move or transport job, inventory descriptions you provide, access details for properties, and any specific instructions relevant to the service.
Booking and transaction information, such as booking dates and times, job reference numbers, prices and amounts paid, payment status, and relevant invoicing details.
Usage and interaction data, such as records of when you contacted us, how you heard about us, and notes of conversations necessary to provide and manage the service.
Technical or device information may be collected indirectly when you interact with our online presence, such as basic device identifiers, time and date of access, and general browsing data, to help us manage and improve our services.
How we collect personal data
We collect personal data in several ways, including:
When you contact us to request a quote, make a booking, or ask a question.
When you enter into a contract for man and van or related services.
When you communicate with us before, during, or after a job, including by phone, online forms, or other communication channels.
When we receive limited information from third parties, such as referrals from comparison services or partner platforms, where you have requested to be contacted by a local man and van provider.
When you interact with our online content, where basic technical and usage information may be generated automatically.
Lawful bases for processing personal data
We rely on the following lawful bases under the UK GDPR to process your personal data:
Contract. We process your personal data when it is necessary to enter into or perform a contract with you, for example to provide man and van services, arrange bookings, manage your move, process payments, and communicate with you about your job.
Legal obligation. We may process your personal data where necessary to comply with legal and regulatory requirements, including tax and accounting obligations and responding to lawful requests from authorities.
Legitimate interests. We process personal data where it is necessary for our legitimate business interests and where these interests are not overridden by your rights and freedoms. This includes managing and improving our services, preventing and detecting fraud, handling queries and complaints, keeping appropriate business records, and promoting our services to existing or recent customers in a proportionate way.
Consent. In some cases, we may rely on your consent for specific processing activities, such as certain types of direct marketing or the use of optional cookies or similar technologies. Where we rely on consent, you can withdraw it at any time using the methods explained in this Privacy Policy or in the relevant communication.
Purposes for which we use personal data
We use personal data for the following purposes:
To provide and manage our man and van services, including quotations, bookings, scheduling, carrying out moves, and completing follow up tasks.
To communicate with you about your enquiries, bookings, amendments, and any issues that arise before, during, or after a job.
To process payments, prepare invoices, manage accounts, and maintain accurate financial and operational records.
To improve the quality, safety, and efficiency of our services, including training staff and analysing job information to refine our processes.
To manage our relationship with customers and prospective customers, including handling feedback, complaints, and disputes.
To carry out basic marketing and promotion of our services to existing or recent customers, where permitted by law and subject to your rights to object.
To comply with legal obligations, assist with law enforcement where legally required, and protect our legal rights, property, and safety, as well as that of our customers and others.
Data sharing and use of processors
We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy. These third parties may include:
Service providers and processors who support our operations, such as providers of booking or job management systems, cloud storage, accounting tools, payment processors, and providers of communication or customer service platforms.
Professional advisers, such as accountants, legal advisers, or insurance providers, where necessary to manage our business, protect our legal interests, or handle claims.
Public authorities or law enforcement bodies where we are required to do so by law or where it is necessary to protect our rights or the rights of others.
When we use third party processors, we ensure they only process personal data on our documented instructions, under appropriate contractual terms, and in accordance with data protection law.
International transfers of personal data
Our main operations are based in the United Kingdom. Some of our external service providers or their systems may be located outside the United Kingdom. Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent legal mechanisms, to provide a level of data protection that is essentially equivalent to that in the United Kingdom.
Data retention and storage
We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, or reporting requirements. This generally means:
Service and booking records are retained for the duration of the customer relationship and for a reasonable period afterwards, to handle queries, disputes, or potential claims.
Financial records, including invoices and payment details, are retained for the periods required by tax and accounting laws.
Marketing and enquiry data is retained for a shorter period, which reflects how long it remains relevant for potential future services, unless you request earlier deletion or object to processing.
When personal data is no longer required, we will securely delete or anonymise it so that it can no longer be associated with an identifiable person.
Data security
We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or damage. Measures include restricting access to personal data to those who need it for legitimate business purposes, using secure storage solutions, and applying appropriate safeguards when working with third party providers. While we strive to protect your personal data, no transmission or storage system can be guaranteed as completely secure.
Your data protection rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exceptions. These include:
Right of access. You can request confirmation of whether we process your personal data and obtain a copy of that data, along with certain information about how it is used.
Right to rectification. You can ask us to correct inaccurate personal data or complete incomplete data.
Right to erasure. In certain circumstances, you can 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.
Right to restriction. You can request that we restrict the processing of your personal data in certain situations, such as while we investigate a concern you have raised about accuracy or use.
Right to data portability. Where processing is based on consent or contract and carried out by automated means, you may request a copy of your personal data in a commonly used, machine readable format, and ask us to transfer it to another controller where technically feasible.
Right to object. You have the right to object to processing based on our legitimate interests, including any direct marketing. If you object to direct marketing, we will stop processing your personal data for that purpose.
Right to withdraw consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how your personal data is being used.
Policy updates
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply to all new and existing customers in the Elephant and Castle area from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal data.
