Privacy Policy - Chelsea Man And Van

This Privacy Policy explains how Chelsea Man And Van collects, uses, stores, shares, and protects personal data when providing moving, packing, transport, storage coordination, and related services. It applies to all Chelsea Man And Van customers in the area, including individuals and businesses who request a quotation, make a booking, communicate with us, or receive our services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Chelsea Man And Van acts as a data controller for the personal information we collect and use in connection with our services. This means we decide why and how personal data is processed. In some cases, we may also use third-party service providers who process data on our behalf; in those situations, they act as data processors.

2. Personal Data We Collect

We only collect information that is necessary for providing our services, managing customer relationships, meeting legal obligations, and improving our operations. The types of data we may collect include:

Identity data: name, title, and, where relevant, business name.
Contact data: phone number, email address, and service address.
Booking and service data: details of requested services, move dates, inventory information, access requirements, property type, and special handling needs.
Payment data: billing details, payment status, and transaction references. We do not store more payment information than is necessary.
Communication data: messages, call notes, complaint details, and correspondence about quotes, bookings, or service issues.
Technical data: limited information such as device type, browser data, or basic usage information if received through digital systems.
Proof and risk-related data: photographs, damage reports, or records needed for claims, service quality, or legal protection.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example if it is relevant to access arrangements or a complaint. Where such information is involved, we will only process it with a valid legal basis and appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan and carry out removals, deliveries, packing, and related services;
to communicate with customers about scheduling, access, instructions, and service updates;
to process payments and maintain financial records;
to handle complaints, claims, and insurance-related matters;
to prevent fraud, misuse, and unlawful activity;
to comply with legal, regulatory, tax, and accounting obligations;
to improve our services, training, operational efficiency, and customer experience.

We only use personal data where it is relevant and proportionate to the purpose for which it was collected.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Chelsea Man And Van relies on the following bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, arranging logistics, completing the move, and handling related service communications.

Legal Obligation

We process data where required to meet legal obligations, such as tax records, accounting duties, insurance requirements, fraud prevention, or lawful responses to official requests.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving services, managing operational risk, protecting our business from claims or misuse, and maintaining service records. We always consider whether the processing is reasonable, relevant, and minimally intrusive.

Consent

In limited situations, we may rely on your consent. If consent is used, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Sharing and Processors

We may share personal data with trusted third parties when necessary to deliver our services or meet legal requirements. These third parties may act as processors or independent controllers depending on the situation.

Examples of processors may include:

IT and cloud storage providers;
booking, scheduling, and customer management system providers;
accounting and invoicing service providers;
payment processing providers;
communication service providers used to send service-related messages;
professional advisers, such as accountants or legal advisers, where required.

Where a third party processes data on our behalf, we require them to handle it securely, use it only for agreed purposes, and comply with data protection law. We do not sell personal data.

We may also disclose data where necessary to insurers, emergency services, government authorities, courts, or law enforcement agencies, but only when legally justified or required.

6. International Transfers

If any processor stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as approved contractual protections or equivalent legal mechanisms. This is done to keep your information secure and to maintain a level of protection consistent with UK GDPR requirements.

7. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including legal, accounting, and insurance obligations. Retention periods may vary depending on the type of record and the nature of the transaction.

In general:

quotation and booking records are kept for a reasonable period in case of follow-up enquiries or disputes;
financial and tax-related records are kept for the period required by law;
complaint and claim records are kept for as long as needed to resolve the issue and protect legal interests;
unnecessary or outdated data is securely deleted or anonymised when no longer needed.

We review retention regularly to ensure we do not hold personal data longer than necessary.

8. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure systems, limited staff access, and procedural safeguards. While no system is completely risk-free, we work to maintain a high standard of protection.

9. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access: request a copy of the data we hold about you.
Right to rectification: ask us to correct inaccurate or incomplete data.
Right to erasure: request deletion of your data in certain circumstances.
Right to restriction: ask us to limit how we use your data in certain cases.
Right to object: object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability: request transfer of certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

Important: some rights may not apply in every situation, as exemptions and legal obligations can affect how requests are handled. We will always respond in line with applicable law.

10. How We Handle Requests

When you exercise your rights, we may need to verify your identity before responding. This is to protect your personal data from unauthorised disclosure. We aim to respond within the timeframe required by law and will let you know if we need more information or if an extension is allowed under applicable rules.

11. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is necessary in connection with a service arrangement and provided by an adult authorised to act on their behalf. Where such data is processed, it will be handled with care and only for the relevant service purpose.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational needs. Any revised version will apply from the date it takes effect. We encourage customers to review this policy periodically so they remain informed about how we use personal data.

13. Summary of Our Commitment

Chelsea Man And Van is committed to processing personal data fairly, securely, and only when necessary. We collect the minimum amount of information needed to provide our services, use it on a lawful basis, share it only with appropriate processors or legal recipients, and retain it only as long as required. We also respect your rights and will handle requests in accordance with data protection law.

This Privacy Policy applies to all Chelsea Man And Van customers in area.