Privacy Policy - Man And Van Maida Vale

This Privacy Policy explains how Man And Van Maida Vale collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Maida Vale customers in the area, including anyone who requests a quote, books a service, receives a move, or otherwise interacts with our business in connection with removals, transport, and related services.

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

1. Information We Collect

We may collect and process several types of personal data depending on how you use our services. This may include:

Identity details such as your name and title.
Contact details such as your phone number and email address.
Service details such as the pickup and delivery addresses, moving date, property access information, inventory lists, and service preferences.
Payment-related information such as payment status, billing records, and transaction references. We do not intentionally store full card details where payment processing is handled securely by a third-party provider.
Communications including emails, messages, call notes, feedback, complaint records, and any other correspondence related to your booking or enquiry.
Technical data such as basic website usage information, if you interact with our digital services, for example device information or browsing activity collected through cookies or similar technologies.
Special instructions you provide, such as access requirements, parking limitations, fragile items, or time-sensitive moving arrangements.

In some cases, we may also receive personal data from third parties, such as a family member, landlord, estate agent, business partner, or another person making a booking on your behalf. Where this happens, we expect the person providing the data to have the lawful right to do so.

2. How We Use Your Data

We use your personal data for the following purposes:

to respond to enquiries and provide quotes;
to manage bookings and deliver moving services;
to communicate with you about your booking, arrival times, or service changes;
to process payments, issue invoices, and manage accounts;
to plan logistics and ensure the safe and efficient completion of removals;
to handle complaints, claims, and customer support requests;
to maintain business records, comply with legal obligations, and prevent fraud;
to improve our services, training, and internal operations;
to exercise or defend legal claims where necessary.

We only collect and use the data that is necessary for these purposes. We do not sell personal data.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the circumstances, we rely on one or more of 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, carrying out the moving service, and managing payment or service-related communications.

Legal Obligation

We may need to process and retain certain information to comply with legal, tax, accounting, insurance, or regulatory obligations.

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. This can include service management, record keeping, customer support, fraud prevention, service quality monitoring, and business administration.

Consent

In limited situations, we may rely on your consent, for example where it is required for certain optional communications or specific data uses. Where we rely on consent, you have the right to withdraw it at any time.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes set out in this policy, unless a longer retention period is required or permitted by law. Retention periods may vary depending on the type of record and the reason it is held.

Quotation and enquiry records are generally retained for a reasonable period to manage follow-up requests, service history, and business administration.
Booking and invoice records are kept for legal, tax, and accounting purposes in line with statutory requirements.
Service communications and complaint records may be retained for as long as needed to resolve issues, demonstrate compliance, and manage any disputes.
Technical and website-related data is retained according to the relevant system settings and internal policies.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

5. Processors and Data Sharing

We may share personal data with trusted third parties who assist us in providing our services. These organisations act as processors or, in some cases, independent controllers. We only share the minimum information necessary and require appropriate safeguards.

Examples of processors and third parties may include:

Payment service providers who process transactions securely;
IT and cloud service providers who host data, manage email systems, or support internal operations;
Accounting and bookkeeping providers who help with financial records and compliance;
Customer communication tools that help manage bookings, reminders, or service updates;
Insurance providers and claims handlers where necessary for coverage or dispute resolution;
Professional advisers such as lawyers, auditors, or consultants, where needed for legitimate business or legal purposes.

We may also share information where required by law, court order, regulatory request, or to protect the rights, property, or safety of our business, staff, customers, or others.

Where third parties process data on our behalf, they are required to protect it appropriately and use it only in accordance with our instructions and applicable law.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff training, data minimisation, and internal procedures designed to protect customer information.

While we work hard to protect your data, no system is completely secure. If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will act in line with our legal obligations.

7. Your Rights

You have a number of rights in relation to your personal data under data protection law. These rights may be subject to certain conditions and exemptions.

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 information.
Right to erasure – in some cases, you can ask us to delete your personal data.
Right to restriction – you can ask us to limit the way we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests, including certain direct marketing activities.
Right to data portability – in some cases, you can request your data in a structured, commonly used format.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

8. Cookies and Similar Technologies

If you interact with our online systems, we may use cookies or similar technologies to improve functionality, understand basic usage patterns, and support site performance. These tools may collect limited technical data. Where required, we will seek consent for non-essential cookies and provide options to manage preferences.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a service arrangement made by an adult with legal authority. If we become aware that we have collected child-related data inappropriately, we will take steps to delete it where appropriate.

10. Changes to This Policy

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

11. Summary of Our Commitment

At Man And Van Maida Vale, we aim to process personal data responsibly, securely, and only for legitimate service-related purposes. We collect only what we need, keep it only as long as necessary, and share it only with trusted processors or where legally required. Our approach is designed to respect privacy while allowing us to deliver efficient and reliable moving services for customers throughout the area.