Privacy Policy - Man With A Van Isleworth

Man With A Van Isleworth is committed to protecting the privacy and personal data of all customers in the Isleworth area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our removal and van services. It applies to all Man With A Van Isleworth customers in area, including individuals, households, landlords, tenants, and businesses engaging our services within Isleworth and the surrounding local area.

We aim to process personal data fairly, lawfully, and transparently in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what data we collect, the lawful basis for processing, how long we keep data, the processors we may use, and the rights available to you.

1. Information We Collect

We collect only the personal data necessary to provide and manage our services, respond to enquiries, fulfil bookings, and meet legal obligations. The information we may collect includes:

Identity details such as your name and title.
Contact details such as telephone number, email address, and service address.
Booking details including moving dates, property access information, inventory notes, and special service requirements.
Payment information where needed to process invoices, payments, or refunds.
Communication records such as emails, messages, or notes from calls relating to enquiries or service arrangements.
Service-related data including delivery instructions, item descriptions, and any preferences needed to complete the move safely.
Technical data if you contact us through digital systems, such as device type, browser type, or basic usage logs, where relevant for security or service improvement.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for the service, such as accessibility requirements or health-related information that affects the move. If such information is supplied, we will treat it with additional care and only use it where lawful and appropriate.

2. How We Use Your Data

We use personal data to operate our services effectively and responsibly. Typical uses include:

handling enquiries and providing quotations;
managing bookings and scheduling removals;
delivering, loading, unloading, and transporting items;
communicating important service updates or changes;
issuing invoices, processing payments, and recording transactions;
keeping internal records for administration and service quality;
resolving complaints, disputes, or claims;
meeting legal, tax, accounting, and insurance obligations;
protecting our business, staff, and customers from fraud or misuse.

We only use your personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible related purpose.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of personal data processing. Depending on the situation, we may rely on one or more of the following:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, providing removal services, and managing payment arrangements.

Legal Obligation

We process data where required to comply with legal obligations, such as accounting, tax reporting, record-keeping, fraud prevention, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include improving service quality, maintaining internal records, handling claims, securing our systems, and preventing misuse of our services. We always assess whether this processing is necessary and proportionate.

Consent

In limited circumstances, we may rely on your consent, especially for optional communications or where you voluntarily provide additional information not required for the service. Where we rely on consent, you can withdraw it at any time.

Vital Interests

In rare cases, we may process information to protect someone’s vital interests, for example where emergency contact information or safety-related details are necessary during a move.

4. Data Sharing and Processors

We may share personal data with trusted third parties who support our operations. These organisations act as processors when they process data on our instructions, or as independent controllers where they decide their own purposes for processing. We only share data when necessary and under appropriate safeguards.

Examples of processors or service providers may include:

Payment processors that handle card or electronic payments securely;
Accounting and bookkeeping providers that help manage invoices and financial records;
IT and software providers that support scheduling, communications, storage, or customer management;
Insurance providers where a claim or incident requires relevant information;
Professional advisers such as legal or financial advisers when necessary;
Subcontractors or operational partners assisting with the delivery of the move, subject to confidentiality and data protection requirements.

We may also disclose data to public authorities, regulators, law enforcement, or courts where required by law or to protect our rights, property, staff, or customers.

All processors are required to handle personal data securely, use it only for authorised purposes, and implement appropriate technical and organisational safeguards.

5. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, tax, insurance, or dispute-resolution requirements. Retention periods vary depending on the type of data and the nature of the service provided.

In general:

enquiry records may be kept for a limited period if no booking follows;
booking and customer records are kept for the duration of the service and a reasonable period afterwards;
financial and transaction records may be retained for statutory periods required by law;
incident, complaint, or claim records may be retained for longer where needed to defend legal claims or manage insurance matters.

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

6. Data Security

We take appropriate steps to protect personal data against unauthorised access, accidental loss, destruction, misuse, or alteration. These measures may include access controls, secure storage, confidentiality obligations, password protection, and limited access to data on a need-to-know basis.

While no system can be completely secure, we work continuously to reduce risks and to keep your information protected.

7. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protection recognised under data protection law.

8. Your Rights

As a data subject, you have rights regarding your personal data. Subject to legal limits and exemptions, these rights may include:

Right of access – to request a copy of the personal data we hold about you;
Right to rectification – to ask us to correct inaccurate or incomplete data;
Right to erasure – to request deletion of your data in certain circumstances;
Right to restriction – to ask us to limit how we use your data in certain situations;
Right to data portability – to receive certain data in a structured, commonly used format;
Right to object – to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time;
Right to complain – to raise concerns with the relevant data protection authority if you believe your rights have been breached.

We may need to verify your identity before responding to a rights request. We will respond within the time limits required by law.

9. Children’s Data

Our services are generally aimed at adults. We do not knowingly collect data from children except where necessary for arranging a move involving a family household and only to the extent required for the service. If we become aware that we have collected data inappropriately, we will take steps to delete or correct it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or the way we process personal data. Any updated version will apply from the date it is published, and we encourage customers to review it periodically.

11. Scope of This Policy

This Privacy Policy applies to all Man With A Van Isleworth customers in area and governs the personal data processed in connection with enquiries, quotations, bookings, removals, payments, and related support services provided in Isleworth and surrounding locations.

By using our services, you acknowledge that your personal data will be processed in accordance with this policy and applicable data protection laws. We are committed to maintaining transparency, minimising data use, and respecting your privacy at every stage of the service.

Our approach is based on necessity, fairness, and accountability. We will always aim to handle your information in a way that is lawful, secure, and proportionate to the services we provide.