Privacy Policy - Richmond Man And Van

This Privacy Policy explains how Richmond Man And Van collects, uses, stores, shares, and protects personal data relating to its customers in the Richmond area. It applies to all Richmond Man And Van customers in the area, including anyone who requests a quote, makes a booking, uses our moving or delivery services, communicates with us, or otherwise interacts with us in connection with our services.

We are committed to handling personal information in a fair, lawful, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy should be read carefully to understand what data we collect, why we collect it, how long we keep it, who we share it with, and what rights you have.

1. Data We Collect

We collect only the personal data that is necessary to provide our services, manage bookings, respond to enquiries, meet legal obligations, and improve service quality. The information we collect may include:

Identity details such as your name and title;
Contact details such as your phone number, email address, and service address;
Booking information such as the date of the move, service type, property access details, inventory notes, and special instructions;
Payment and billing information such as payment method, transaction reference, and invoicing records;
Communication records including emails, messages, call notes, complaint details, and feedback;
Service-related information such as items to be moved, packaging requirements, parking access, and delivery preferences;
Technical information if you use digital communication channels, such as device information, IP address, or cookies where applicable.

We do not intentionally collect special category data unless it is necessary and explicitly provided by you. If you choose to share such information, for example about access needs or health-related requirements that affect the move, we will only use it where needed to provide a safe and appropriate service.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and process bookings;
To deliver moving, transport, loading, unloading, and related services;
To communicate about your booking, timings, access arrangements, and service changes;
To process payments, issue invoices, and manage refunds where required;
To handle complaints, disputes, and customer service queries;
To maintain business records and service logs;
To improve operations, training, and service quality;
To comply with legal, tax, insurance, and regulatory obligations;
To protect our business, customers, and staff against fraud, misuse, or security incidents.

We only use your information for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose or where the law allows or requires us to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Richmond Man And Van relies on the following lawful bases:

Contract

We process personal data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, confirming bookings, organising services, and carrying out the move.

Legal Obligation

We process certain data to comply with legal and regulatory obligations, such as tax recordkeeping, accounting, insurance requirements, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your interests and rights do not override them. These interests may include business administration, fraud prevention, service improvement, staff training, record management, and resolving disputes. We always assess whether such processing is appropriate and limited to what is necessary.

Consent

In some cases, we may rely on your consent, for example for certain optional communications or where you voluntarily provide information that is not required for service delivery. When consent is used, you may withdraw it at any time, and this will not affect the lawfulness of processing carried out before withdrawal.

4. How We Share Personal Data

We may share personal data with trusted third parties only where necessary and on a lawful basis. These third parties may act as data processors or, in some cases, independent controllers. We may share data with:

Payment processors and banking providers;
Accounting, invoicing, and bookkeeping providers;
IT, cloud storage, communications, and software service providers;
Insurance providers and claims handlers;
Professional advisers such as legal or financial advisers;
Subcontractors or operational partners involved in fulfilling a service;
Regulatory bodies, law enforcement, or public authorities where required by law.

Where we use processors, they are contractually required to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law.

5. Processors and Data Security

We take appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff training, and supplier due diligence.

Any processor engaged by Richmond Man And Van must provide adequate safeguards and may only process data for the agreed purpose. We aim to work only with processors that maintain strong privacy and security standards. Although no system can be guaranteed to be completely secure, we work to reduce risk and to respond promptly to any suspected data incident.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, or reporting requirements.

Booking and service records are generally retained for a reasonable period after completion of the service to manage queries, complaints, and internal records.
Financial and invoicing records may be retained for the period required by tax and accounting law.
Correspondence and complaints may be retained for as long as needed to resolve the matter and protect our legal position.
Information collected for marketing or optional communications is kept until you withdraw consent or object, where applicable.

When personal data is no longer required, we will delete, anonymise, or securely destroy it in accordance with our retention practices.

7. Your Rights

As a data subject, you have rights under data protection law. Depending on the circumstances, these rights may include:

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 data;
The right to erasure in certain circumstances, sometimes called the “right to be forgotten”;
The right to restriction of processing in certain situations;
The right to data portability for data you have provided to us where processing is based on consent or contract and carried out by automated means;
The right to object to processing based on legitimate interests, including any direct marketing;
The right to withdraw consent where processing is based on consent;
The right to complain to the relevant data protection authority if you believe your rights have been infringed.

We may need to verify your identity before responding to a rights request. In some cases, legal obligations or other lawful grounds may mean we cannot fully comply with a request, but we will always explain our decision.

8. International Transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it. This may include standard contractual clauses or other lawful transfer mechanisms, together with appropriate security measures.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is published or otherwise made available. We encourage customers to review the policy periodically so they remain informed about how their data is used.

10. Contact and Further Information

If you have questions about this Privacy Policy, wish to exercise your rights, or want to raise a concern about how your personal data is handled, you may contact us through the usual service communication channels provided at the time of booking or service engagement. We will review requests carefully and respond within the time limits required by law.

Summary of our approach: Richmond Man And Van collects only necessary personal data, uses it under clear lawful bases, stores it securely for limited periods, shares it only with trusted processors and authorities where needed, and respects your rights under UK data protection law.