Privacy Policy - Man With Van East Sheen

This Privacy Policy explains how Man With Van East Sheen collects, uses, stores, shares, and protects personal data in connection with its moving and van hire services. It applies to all Man With Van East Sheen customers in the area, including prospective customers, individuals who request quotes, and anyone who uses our services or interacts with us in relation to a booking.

We are committed to handling personal data in a lawful, fair, and transparent manner 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 collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Personal Data We Collect

We collect only the personal data that is necessary for providing our services, managing our business, and meeting legal obligations. The information we may collect includes:

Identity details such as your name, title, and business name if applicable.
Contact details such as your address, email address, and telephone number.
Booking and service details including moving dates, property access information, inventory details, and delivery instructions.
Payment information such as payment status, billing records, and transaction references. We do not store full card details unless this is required and securely managed by an authorised payment processor.
Communication records including emails, phone call notes, messages, complaints, and service-related correspondence.
Technical and usage information if you interact with us electronically, such as basic device or browser information, where relevant for security or performance.
Special category data only where you voluntarily provide it and it is necessary for a specific service request, for example information about health or mobility needs that affect access arrangements. We will only process this where permitted by law and where appropriate safeguards are in place.

We normally collect data directly from you when you request a quote, make a booking, communicate with us, or complete forms. In some cases, we may also receive information from third parties such as landlords, letting agents, property managers, or payment service providers when it is necessary to deliver the service.

2. How We Use Your Data

We use your personal data for legitimate operational purposes connected to our moving services. These include:

providing quotations and assessing service requirements;
confirming bookings and scheduling removals or van transport;
delivering goods, handling access arrangements, and completing jobs safely;
managing payments, invoicing, and accounting;
communicating with you about your booking or any service changes;
responding to queries, complaints, or claims;
maintaining records for administration, auditing, and insurance purposes;
improving our services, planning resources, and preventing fraud or misuse;
meeting legal and regulatory obligations.

We will not use your personal data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so and, where required, we inform you.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the context, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, handling bookings, arranging services, issuing invoices, and carrying out the agreed move.

Legal Obligation

We may process data to comply with our legal obligations, including tax, accounting, insurance, and record-keeping requirements, as well as responding to lawful requests from public authorities where appropriate.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This can include business administration, service improvement, fraud prevention, internal record management, and handling customer complaints.

Consent

In limited situations, we may rely on your consent, particularly for specific optional uses of data. Where we rely on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests and Public Interest

In rare situations, we may process data to protect someone’s vital interests or where processing is required for a task carried out in the public interest. These bases are unlikely to apply in most routine service cases but are included for completeness.

4. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods depend on the type of information and the reason for processing.

In general:

Booking and service records are retained for a reasonable period after completion of the service to allow for administration, follow-up, disputes, or claims.
Financial and tax records are kept for the period required by law.
Complaints and correspondence may be retained longer where needed to resolve issues or defend legal claims.
General enquiry data that does not lead to a booking is kept only as long as necessary for business follow-up or to maintain records of communications.

When data is no longer needed, we will delete it securely, anonymise it, or otherwise dispose of it safely. If you ask us to delete your data, we will consider your request in line with our legal obligations and any lawful grounds to retain certain information.

5. Processors and Third Parties

We may share personal data with carefully selected third parties that help us run our business. These organisations act as processors or independent controllers depending on the service they provide. We only share the minimum information required and expect them to protect your data appropriately.

Categories of processors may include:

Payment processors who securely handle card or online payments.
Accounting and bookkeeping providers who support invoicing, tax, and record management.
IT and cloud service providers who store or support our business systems, email, or secure data backup.
Insurance providers and claims handlers where necessary for cover or dispute resolution.
Professional advisers such as lawyers, auditors, or compliance consultants.
Subcontractors or drivers who may need access to booking details in order to complete the service.

We may also disclose information where required by law, court order, or to protect our rights, property, staff, customers, or the public. We do not sell your personal data.

6. International Transfers

Where any processor stores or accesses data outside the United Kingdom, we will ensure appropriate safeguards are in place to protect your personal data. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms permitted by data protection law.

7. Data Security

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

While we take data security seriously, no system can be guaranteed to be completely secure. If a personal data breach occurs and it is likely to result in a risk to your rights and freedoms, we will follow the legal requirements for assessment, reporting, and notification.

8. Your Rights

As a data subject, you have important rights under data protection law. Subject to certain legal conditions and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your data in certain circumstances.
Restrict how we use your data in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability where processing is based on consent or contract and carried out by automated means.
Withdraw consent where processing relies on consent.

If you wish to exercise any of these rights, we will review your request and respond within the time limits required by law. We may need to verify your identity before acting on a request. Some rights may not apply in all circumstances, for example where we must retain data to comply with legal obligations.

9. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children unless it is provided by an adult customer as part of a service arrangement and is necessary for the booking or move. Where this occurs, we will process the information only to the extent required for the service and in accordance with data protection law.

10. 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 processing practices. 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 their information is handled.

11. How to Raise a Concern

If you have concerns about how your personal data is handled, you should raise them with us so that we can address the matter promptly. 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 breached.

By using the services of Man With Van East Sheen, you acknowledge that you have read and understood this Privacy Policy and that your personal data will be handled in line with the principles described above.