Privacy Policy - Man With A Van Isleworth

This Privacy Policy explains how Man With A Van Isleworth collects, uses, stores, shares, and protects personal data. It applies to all Man With A Van Isleworth customers in the area, including prospective customers, booking enquirers, and anyone who uses our moving, transport, or related services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that your personal data may be processed as described in this policy. We only collect information that is relevant and necessary for the services we provide, and we take appropriate steps to protect that information from misuse, loss, or unauthorised access.

1. Information We Collect

We may collect and process different types of personal data depending on how you interact with us. This may include:

Identity information, such as your name and title.
Contact information, such as your telephone number, email address, and service address.
Booking details, including moving date, pickup and delivery locations, property access notes, and service requirements.
Payment information, such as billing details and transaction records. We do not intentionally store full card details where payment processing is handled securely by a third party.
Communication records, including enquiries, messages, complaint details, and correspondence related to the service.
Service-related information, such as inventory lists, special handling requests, and instructions relevant to the move.
Technical data, where applicable, such as IP address, device information, and basic website usage data if you contact us through digital channels.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it, for example where it is relevant to access needs or service adjustments. If such data is provided, we will only process it where permitted by law and where appropriate safeguards are in place.

2. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotations and manage bookings.
To plan, deliver, and complete moving and transport services.
To communicate with you about your booking, timing, access, or service changes.
To process payments, issue invoices, and maintain accounting records.
To manage customer service enquiries and complaints.
To improve our operations, service quality, and customer experience.
To comply with legal, tax, insurance, and regulatory obligations.
To establish, exercise, or defend legal claims where necessary.

We only use personal data for the purposes for which it was collected, unless we reasonably determine that a compatible or legally permitted purpose applies.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following bases:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging bookings, completing moves, handling payments, and communicating about the service.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include managing business operations, responding to queries, maintaining service records, preventing fraud, and improving our services. Where we rely on legitimate interests, we assess the impact on your privacy and apply appropriate safeguards.

Legal Obligation

Some data must be retained or processed to meet legal obligations, such as tax law, accounting requirements, insurance obligations, or responses to lawful requests from authorities.

Consent

Where required by law, we will rely on your consent, for example for certain optional communications or the use of specific types of data. You have the right to withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing and Processors

We may share personal data with trusted third parties only when necessary for the operation of our services, when required by law, or when you have given permission. These third parties may act as processors or independent controllers depending on the service provided.

Examples of processors and recipients may include:

Payment providers who securely process transactions.
Accounting and bookkeeping providers who support financial record-keeping.
IT and cloud service providers who host or maintain business systems and data storage.
Communication service providers who help us send messages or manage customer correspondence.
Insurance providers where a claim, incident, or liability matter must be handled.
Professional advisers such as lawyers, auditors, or consultants where necessary for legitimate business, legal, or compliance reasons.

When processors handle data on our behalf, they are required to process it only under our instructions and to take appropriate security measures. We do not sell personal data.

5. International Transfers

Where personal data is transferred outside the UK or European Economic Area, we will ensure appropriate safeguards are in place. This may include using approved contractual protections or relying on an adequacy decision where available. We take reasonable steps to ensure that your data remains protected to a standard consistent with UK GDPR requirements.

6. Data Retention

We keep personal data only for as long as necessary for the purposes described in this policy, including to meet legal, accounting, tax, or insurance requirements. Retention periods may vary depending on the type of information and the reason it was collected.

Booking and service records are typically retained for a period necessary to manage the customer relationship and any follow-up matters.
Financial and tax records are retained for the period required by applicable law.
Communication records may be retained for a reasonable period to manage enquiries, complaints, or disputes.
Incident or claim-related records may be kept longer where needed for legal defence or insurance purposes.

When data is no longer required, it is securely deleted, anonymised, or destroyed in accordance with our retention practices.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unlawful use, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality expectations, and limited access to data on a need-to-know basis.

Although we take reasonable precautions, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we work diligently to reduce risk and respond promptly to any suspected incident.

8. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may be subject to legal conditions and exemptions. They include:

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 data.
Right to erasure – you can request deletion of your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to data portability – you can request that certain data be provided in a structured, commonly used format.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

We will respond to valid rights requests within the time limits required by law. In some cases, we may need to verify your identity before acting on a request to protect your privacy and security.

9. Children’s Data

Our services are intended for adults or for those authorised to arrange moving services on behalf of others. We do not knowingly collect personal data from children for marketing or general service purposes. If child-related information appears incidentally as part of a household move, we will process it only where necessary and in line with this policy.

10. Changes to This 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 made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Summary of Our Privacy Principles

Man With A Van Isleworth processes personal data lawfully, fairly, and transparently. We collect only the information needed to provide moving services and to manage our business responsibly. We rely on appropriate lawful bases such as contract, legal obligation, consent, and legitimate interests. We retain data only for as long as needed, share it only with trusted processors and other permitted recipients, and respect your rights under UK GDPR.

This policy is intended to give all Man With A Van Isleworth customers in the area a clear understanding of how their personal information is handled.