Privacy Policy - Man With Van Notting Hill

This Privacy Policy explains how Man With Van Notting Hill collects, uses, stores, shares, and protects personal data when providing removal, delivery, and moving services. It applies to all Man With Van Notting Hill customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or make an enquiry.

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 process, why we process it, how long we keep it, who may receive it, and what rights you have.

1. Personal Data We Collect

We only collect personal data that is relevant to providing our services, managing our business, and meeting legal obligations. The categories of data we may collect include:

Identity details such as your name and, where necessary, company name.
Contact details including address, email address, and telephone number.
Service details such as pickup and delivery addresses, property access information, moving dates, and item descriptions.
Payment details needed to process invoices, deposits, or refunds, although full payment card data is not stored by us where a secure third-party payment provider is used.
Communication records including emails, call notes, text messages, and booking enquiries.
Special instructions relating to access requirements, fragile items, parking arrangements, or scheduling preferences.
Technical data such as basic website or device information if you interact with our online services.
Complaint and claims data where you raise a concern, damage claim, or service issue.

We do not intentionally collect unnecessary sensitive personal data. If such data is provided by you for a specific service reason, we will only process it where there is a lawful basis and only to the extent required.

2. How We Use Your Data

We use personal data to deliver a reliable and safe service. The main purposes for processing include:

responding to enquiries and preparing quotations;
confirming bookings and arranging moving services;
planning routes, timings, vehicle allocation, and staffing;
communicating about access, delays, or service changes;
issuing invoices, taking payments, and maintaining financial records;
handling complaints, insurance matters, and damage claims;
meeting tax, accounting, and legal requirements;
improving our operations, customer service, and service quality;
preventing fraud, misuse, or unlawful activity.

We will not use your 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 have informed you.

3. Lawful Basis for Processing

Under UK GDPR, we must identify a lawful basis for each type of personal data processing. We rely on the following bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing a quote, arranging a move, delivering services, and managing bookings or payments.

Legal Obligation

We may process and retain certain records to comply with tax law, accounting obligations, insurance requirements, and other legal duties.

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. This may include managing service operations, improving customer experience, keeping internal records, preventing fraud, and responding to disputes.

Consent

In limited situations, we may rely on your consent, for example where you opt in to receive certain marketing communications or agree to optional processing. Where consent is used, you may withdraw it at any time.

Vital Interests and Public Interest

These bases are unlikely to apply in ordinary moving services, but if personal data must be processed to protect someone’s life or in the context of a lawful public function, we will only do so where permitted by law.

4. Data Sharing and Processors

We may share personal data only when necessary and only with trusted third parties that support the delivery of our services. These may include:

Payment processors that handle secure card or online transactions.
Accounting and bookkeeping providers that support invoicing, receipts, and financial reporting.
IT and cloud service providers that store data securely or support communication systems.
Insurance providers, claims handlers, or legal advisers where required to manage disputes or claims.
Subcontracted drivers or service partners involved in completing a booking.
Public authorities where disclosure is required by law or a lawful request is made.

These organisations may act as data processors or independent controllers depending on the service provided. Where a processor acts on our behalf, they are required to process personal data only under our instructions, keep it secure, and use appropriate technical and organisational safeguards.

We do not sell personal data. If data is transferred outside the UK, we will ensure suitable safeguards are in place, such as an adequacy regulation or approved contractual protections.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, or for as long as required by law. Retention periods may vary depending on the type of record and the reason it was created.

Quotation and booking records are generally retained for a reasonable period for administrative, accounting, and service-reference purposes.
Invoices and financial records are kept for the period required under tax and accounting laws.
Complaint or claims records may be kept longer where needed to resolve disputes, defend legal claims, or manage insurance matters.
Marketing records are retained until you withdraw consent or object, where applicable.

When personal data is no longer required, we will securely delete, anonymise, or destroy it.

6. Data Security

We take the security of personal data seriously and apply measures designed to prevent unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, encryption where appropriate, and restricted permissions.

Although we work to protect your information, no system can be guaranteed to be completely secure. If a personal data breach occurs that is likely to affect your rights and freedoms, we will take appropriate steps in line with legal requirements.

7. Your Rights

Depending on the circumstances and the legal basis used, you have the following rights under data protection law:

Right of access – to request a copy of your personal data.
Right to rectification – to ask us to correct inaccurate or incomplete information.
Right to erasure – to request deletion of your data in certain situations.
Right to restrict processing – to ask us to limit how we use your data in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

Strongly note that some rights may not apply in all situations, for example where we must keep data to comply with legal obligations or defend a claim. We will assess each request individually.

8. How We Respond to Requests

We aim to handle data protection requests promptly and in accordance with legal deadlines. We may need to verify your identity before responding to protect your information. Where a request is complex or numerous, the response time may be extended as permitted by law.

If you are unhappy with how we have handled your personal data, you have the right to raise a concern with the UK Information Commissioner’s Office. We would, however, appreciate the chance to address your concern first so that we can try to resolve it quickly and fairly.

9. Children’s Data

Our services are intended for adults arranging removals, deliveries, and transport services. We do not knowingly collect children’s personal data except where it is incidentally provided as part of a booking, delivery, or property access arrangement and only where necessary for the service.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically to stay informed about how we protect your personal data.

By using the services of Man With Van Notting Hill, you acknowledge that your personal data will be processed in accordance with this Privacy Policy and applicable data protection laws.