Privacy Policy - Man And A Van Shepherdsbush

This Privacy Policy explains how Man And A Van Shepherdsbush collects, uses, shares, stores, and protects personal data when providing moving, delivery, transport, and related services. It applies to all Man And A Van Shepherdsbush customers in the area and to anyone who contacts us, requests a quotation, books a service, or otherwise interacts with our business. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Privacy and data protection are important to us. We only collect information that is necessary for operating our services, meeting legal obligations, and improving our service quality. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, and what rights you have over your information.

1. Information We Collect

We may collect and process different types of personal data depending on how you use our services. The information we collect may include:

Identity details such as your name and, where relevant, business name.
Contact details such as address, email address, and telephone number.
Service details including booking dates, move size, items to be transported, access notes, and delivery instructions.
Payment details such as payment method, transaction status, and billing information, where needed for processing payments or refunds.
Communication records such as emails, messages, phone call notes, and any feedback or complaints you provide.
Operational information such as route details, job notes, photos provided for quoting or service planning, and records related to damage claims or incidents.
Technical information if you use our digital services, such as device information, browser type, and basic usage logs.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service issue, such as accessibility requirements or incident handling. Where this occurs, we apply extra care and process such data only when permitted by law.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and deliver moving or transport services.
To communicate with you about your booking, service updates, delays, or changes.
To process payments, issue receipts, and manage refunds or disputes.
To plan jobs safely and efficiently, including scheduling staff and vehicles.
To handle complaints, claims, and customer support requests.
To keep internal business records, accounting records, and service logs.
To meet legal, tax, insurance, and regulatory requirements.
To protect our business, staff, and customers from fraud, misuse, or security incidents.

We only use personal data for specified and legitimate purposes. We do not sell your personal information.

3. Lawful Basis for Processing

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

Contract

We process your information where it is necessary to perform a contract with you or to take steps before entering into a contract. This includes preparing quotes, managing bookings, carrying out removals, and processing payments.

Legal Obligation

We process certain data because we are required to do so by law. This may include maintaining tax records, accounting records, insurance information, or records needed to comply with regulatory obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This includes service management, quality assurance, fraud prevention, record keeping, and business improvement.

Consent

In limited situations, we may rely on your consent, for example when you voluntarily provide optional information not required for service delivery. Where consent is used, you can withdraw it at any time.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties only where necessary and lawful. These third parties may act as processors or independent controllers depending on the service they provide.

Examples of processors may include:

Payment service providers that process card or electronic payments.
Accounting or bookkeeping providers that support financial administration.
IT and cloud storage providers that securely host business data.
Scheduling, communication, or customer management software providers.
Insurance providers or claims handlers where a claim or incident must be assessed.
Professional advisers such as accountants, auditors, or legal advisers.

We require processors to handle personal data securely, use it only for the contracted purpose, and comply with applicable data protection laws. We may also share data with law enforcement, courts, regulators, or public authorities where legally required.

In the event of a business sale, restructuring, or merger, personal data may be transferred as part of the transaction, subject to appropriate safeguards.

5. Data Retention

We keep personal data only for as long as necessary to fulfill the purpose for which it was collected, including to meet legal, accounting, tax, or insurance requirements. Retention periods can vary depending on the type of information and the reason it is held.

Booking and service records are typically retained for a reasonable period after completion to deal with queries, claims, or follow-up matters.
Financial and tax records are retained in line with statutory requirements.
Complaint, incident, and insurance records may be retained for longer if needed to resolve disputes or support legal claims.
Marketing or consent-based data is kept until you withdraw consent or it is no longer needed.

When information is no longer required, we securely delete it or anonymise it so that it can no longer be linked to you.

6. Data Security

We use appropriate technical and organisational measures to protect your data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access, password protection, secure storage, and staff awareness procedures. While no method of transmission or storage is completely secure, we take data protection seriously and work to reduce risks to a reasonable and appropriate level.

7. Your Rights

You have several rights under data protection law in relation to your personal data. These rights may be subject to conditions and exemptions:

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 information.
Right to erasure – in some circumstances, you can ask us to delete your data.
Right to restriction – 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.
Right to data portability – you can ask for certain data to be provided in a portable format where applicable.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you are unhappy with how your data has been handled. We encourage you to raise concerns with us first so that we can try to resolve them promptly.

8. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is incidental to a service request made by an adult customer and is necessary for service completion or safety.

9. International Transfers

If any personal data is transferred outside the UK, we will ensure appropriate safeguards are in place so that your data remains protected to a standard consistent with UK GDPR requirements.

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 protection practices. The latest version will apply to the processing of your personal data from the date it is made available. Please review this policy periodically to stay informed.

11. Summary of Our Approach

Man And A Van Shepherdsbush processes personal data responsibly, only for legitimate business and legal purposes, and with a focus on transparency, security, and fairness. We collect only the information needed to deliver reliable services, keep records appropriately, use trusted processors with safeguards in place, and respect your rights under data protection law. This policy applies to all Man And A Van Shepherdsbush customers in area.