Man and a Van London Privacy Policy
This Privacy Policy explains how Man and a Van London collects, uses, stores and protects your personal data when you use our services. It also explains your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all Man and a Van London customers in our service area, as well as prospective customers who make enquiries about our services.
Who We Are and Scope of This Policy
Man and a Van London is a removals and transportation service provider operating within our designated London service area. For the purposes of data protection law, Man and a Van London is the data controller in relation to the personal data we collect and process about you.
This policy covers personal data we process in connection with the provision of our services to individual customers, small businesses, and other clients within our service area.
Types of Personal Data We Collect
We may collect and process the following categories of personal data about you, depending on how you interact with us and which services you use:
Identification and contact details, such as your full name, postal address, collection and delivery addresses, and other contact details you choose to provide, excluding email addresses and phone numbers, which are not collected or stored by us.
Service and booking information, such as the date and time of your move or transport, details of items to be transported, access information for properties, special handling instructions, and related notes required to carry out the service.
Transaction and billing information, such as invoices, payment confirmations, amounts charged, and records of services provided. We do not store full payment card details; where electronic payment is used, these details are handled by our payment processor.
Communication records, including details of your enquiries, booking confirmations, any complaints or feedback you provide, and our responses to you.
Technical and usage data, such as your use of our online booking forms or digital tools, basic device or browser information, date and time of visits, and similar usage data generated when you interact with our online services.
How We Collect Your Personal Data
We collect personal data directly from you when you contact us to request a quote, make a booking, ask a question, or provide feedback. This can occur in person or through our online forms or other communication methods that do not involve email addresses or phone numbers.
We may also collect personal data from third parties where this is necessary to provide our services, for example from a person who books a service on your behalf or from a business client providing contact and access details for a location.
We may generate or infer personal data about you based on the services you request and our interactions with you, such as internal notes regarding access requirements or specific handling needs.
Purposes and Lawful Bases for Processing
We process your personal data only where we have a lawful basis to do so under data protection law. The main purposes for which we use your personal data, and the corresponding lawful bases, are as follows:
To provide our services and manage bookings. We use your personal data to create and manage your bookings, plan routes, organise staff and vehicles, and complete your move or transport service. The lawful basis for this is performance of a contract or taking steps at your request before entering into a contract.
To issue invoices and process payments. We use your personal data to generate invoices, process payments through our payment processor, and maintain records of transactions for accounting purposes. The lawful basis is performance of a contract and compliance with our legal obligations relating to taxation and accounting.
To respond to enquiries and provide customer support. We process your personal data to answer your questions, handle complaints, and provide after-service support. The lawful basis is performance of a contract or our legitimate interest in operating and improving our customer service.
To improve and develop our services. We may use aggregated or pseudonymised data derived from your personal data to analyse how our services are used, assess performance, and improve efficiency. The lawful basis is our legitimate interest in managing and developing our business, provided that such processing does not override your rights and freedoms.
To comply with legal and regulatory obligations. We may process your personal data to comply with applicable laws, respond to lawful requests from authorities, maintain financial records, or support legal claims. The lawful basis is compliance with a legal obligation or our legitimate interest in establishing, exercising, or defending legal claims.
Data Sharing and Use of Processors
We may share your personal data with trusted third parties where necessary to provide our services or meet our legal obligations. These third parties act either as our data processors or as independent data controllers, depending on their role.
Service providers and contractors. We may share relevant personal data with drivers, removal staff, or subcontracted carriers engaged to carry out the services on our behalf. We only share information necessary for them to perform their duties, and they are contractually required to handle your data securely and in accordance with data protection law.
Payment processors and financial service providers. Where you pay for services electronically, your payment information is processed by an external payment provider. We do not store full card details. These providers may act as independent controllers for certain processing activities in relation to your payments.
Professional advisers and insurers. We may share personal data with legal advisers, accountants, or insurance providers where necessary for risk management, legal advice, or claims handling.
Public authorities and law enforcement. We may disclose personal data where required to do so by law, regulation, or court order, or where it is necessary to protect our rights, property, or the safety of our customers or staff.
When we use data processors, we ensure that appropriate contractual safeguards are in place requiring them to process personal data only on our instructions, to maintain confidentiality, and to implement adequate technical and organisational security measures.
Data Retention
We retain your personal data only for as long as is necessary for the purposes for which it was collected, including to meet legal, accounting, or reporting requirements.
Booking and service records are generally kept for a period that allows us to handle any queries, complaints, or potential legal claims related to the services provided. Financial and invoicing information is retained for the period required by applicable tax and accounting laws.
Where personal data is no longer needed for its original purpose and there is no legal requirement to keep it, we will securely delete, anonymise, or otherwise remove it from our systems.
Data Security
We take appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.
Measures may include secure storage of paper records, restricted access to systems based on role and necessity, staff training on data protection obligations, and procedures for managing data incidents. While no system can be completely secure, we regularly review our safeguards to reduce risks to an appropriate level.
Your Data Protection Rights
Under data protection law, you have several rights in relation to the personal data we hold about you, subject to certain conditions and exemptions:
Right of access. You can request confirmation of whether we process your personal data and obtain a copy of the data we hold about you, together with certain information about how it is used.
Right to rectification. You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure. In certain circumstances, you can request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.
Right to restriction of processing. You can request that we restrict the processing of your personal data in certain situations, such as while we verify the accuracy of the data or assess an objection you have raised.
Right to object. You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, and you believe that your interests or fundamental rights and freedoms override those interests.
Right to data portability. Where processing is based on consent or on a contract, and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, and machine-readable format, and to transmit it to another controller where technically feasible.
You also have the right to lodge a complaint with the competent data protection supervisory authority if you believe that our processing of your personal data infringes data protection law.
International Data Transfers
Our services are primarily provided within the United Kingdom. Where it is necessary to transfer your personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as adequacy regulations or standard contractual clauses, to protect your data in accordance with applicable law.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. When we make significant changes, we will take reasonable steps to inform you, such as updating the effective date of the policy and making the revised version available through our usual communication channels.
We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data as a customer of Man and a Van London within our service area.
