Privacy Policy - Man And Van Maida Vale

At Man And Van Maida Vale, we are committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect your information when you use our moving, transport, and related services. It applies to all Man And Van Maida Vale customers in the area, including individuals, households, and businesses that arrange services with us.

We handle personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws. This policy is intended to be clear and transparent so you can understand what happens to your information and what rights you have.

1. Information We Collect

We collect only the information needed to provide and manage our services effectively. Depending on how you interact with us, this may include:

Identity details: name, title, and where relevant company or organisation name.
Contact details: phone number, email address, and service address.
Booking and service details: moving dates, locations, property access notes, item lists, special handling requirements, and instructions relating to the service.
Payment and billing information: transaction records, invoice details, and payment confirmations.
Communication records: messages, call notes, complaint details, and any requests you send to us.
Technical information: basic website or device data if you interact with our digital services, such as IP address, browser type, and cookies where used.
Service-related records: photographs or notes taken to document an item’s condition or the completion of a job, where necessary.

We do not intentionally collect special category data unless it is strictly necessary and you have provided it voluntarily or there is another lawful basis under data protection law. If such data is collected incidentally, we will apply extra safeguards.

2. How We Use Your Data

We use your information for the following purposes:

to provide quotations and manage bookings;
to plan, deliver, and improve moving and transport services;
to communicate with you before, during, and after a service;
to issue invoices, process payments, and maintain business records;
to handle complaints, claims, and disputes;
to comply with legal, tax, accounting, and regulatory obligations;
to protect our business, staff, and customers from fraud, misuse, or other unlawful activity;
to analyse service performance and improve customer experience.

We only use your personal data for the purpose for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose and the law allows us to do so.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing your personal data. We rely on one or more of the following bases:

Contract: we process your data to take steps at your request before entering into a contract and to perform the contract once services are booked.
Legal obligation: we process data where required to meet tax, accounting, record-keeping, insurance, or other legal obligations.
Legitimate interests: we may process data to manage our business, improve services, prevent fraud, maintain security, and respond to customer queries, provided your rights do not override those interests.
Consent: in limited cases, such as certain marketing activities or optional data uses, we may rely on your consent. You can withdraw consent at any time where this is the basis used.

Where we rely on legitimate interests, we ensure that the processing is necessary and proportionate, and we consider the impact on your privacy. Where consent is required, it will be requested clearly and separately.

4. Sharing Your Information and Processors

We may share your data with carefully selected third parties that help us operate our services. These parties act as processors when they process data on our behalf and under our instructions. Examples may include:

payment processors that handle card or online transactions;
accounting or bookkeeping providers that support invoicing and financial records;
IT and cloud service providers that store data or support communication systems;
customer management platforms used for scheduling and job administration;
professional advisers such as lawyers, insurers, or auditors where necessary;
subcontractors or operational partners who assist with delivery of a booking, where needed to complete the service.

Where we share data with processors, we require appropriate contractual safeguards and ensure that they only use the data for the purposes we specify. We do not sell your personal information.

We may also disclose personal data if required by law, regulation, court order, or lawful request from a public authority. If our business is subject to a merger, restructuring, or transfer, your information may be disclosed to relevant parties under appropriate confidentiality and legal protections.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including for legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

In general:

booking and service records are retained for a reasonable period after completion;
financial and tax records are retained for the period required by law;
complaints, claims, and dispute records may be retained longer where needed to establish, exercise, or defend legal rights;
data no longer required is securely deleted, anonymised, or otherwise disposed of.

We review retention regularly to ensure that we do not keep data for longer than necessary. If you ask us to delete data, we will do so where there is no legal or legitimate reason to retain it.

6. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of our systems and procedures.

While no system is completely secure, we work to minimise risks and to respond appropriately if a personal data incident occurs. Where required by law, we will notify relevant authorities and affected individuals.

7. Your Rights Under Data Protection Law

You have a number of rights regarding your personal data. Subject to legal conditions and exemptions, these may 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 restrict processing: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests, and to direct marketing.
Right to data portability: you can request that certain information is provided to you or another controller in a structured, commonly used format.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may ask for information to verify your identity and ensure we protect your data properly. We aim to respond within the time limits set by law.

8. Marketing and Communication Preferences

If we send service updates, quotes, or administrative communications, these are usually necessary for the performance of a contract or to respond to your request. We will not send unnecessary marketing without a valid lawful basis. Where consent is required for marketing, you can choose whether to provide it.

You may also object to direct marketing at any time. If you opt out, we will stop sending such messages as required by law. Please note that you may still receive essential service-related communications.

9. Cookies and Similar Technologies

If we use cookies or similar technologies on our digital platforms, they help with basic functionality, performance monitoring, and improving user experience. Where required, we will provide clear information and obtain consent before placing non-essential cookies. You can manage cookie settings through your browser or device controls.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in the context of a household booking or with the involvement of a parent or legal guardian. If we become aware that we have collected data from a child without appropriate authority, we will take steps to address it.

11. 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. When we make changes, we will take reasonable steps to ensure the updated policy is made available and that the latest version is used for future processing.

12. Contact and Complaints

If you have questions about this Privacy Policy or how your personal data is handled, you may raise your concerns through the usual service communication channels. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your data has not been handled appropriately.

We encourage you to contact us first so we can try to resolve any issue quickly and fairly.

Summary: Man And Van Maida Vale processes customer data lawfully, securely, and transparently for service delivery, records, and compliance, while respecting retention limits and your data rights.