Privacy Policy - Man With A Van Borough

This Privacy Policy explains how Man With A Van Borough collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With A Van Borough customers in the area, including prospective customers, booking enquirers, and anyone who uses our moving, transport, delivery, or related services. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

For the purposes of data protection law, Man With A Van Borough is the data controller for the personal data we collect and use when providing our services. This means we decide why and how personal data is processed. We only collect data that is relevant and necessary for running our business, managing bookings, carrying out moves, handling payments, and meeting legal obligations.

2. Personal data we collect

We may collect and process several types of personal data depending on how you interact with us and which services you request. This may include:

Identity data such as your name, title, and basic identifying details.
Contact data such as phone number, email address, and service addresses.
Booking and service data such as move dates, item lists, access details, property information, and service preferences.
Payment and transaction data such as payment status, invoice details, and billing records. We do not retain card details unless necessary through secure payment systems used for processing.
Communication data such as messages, calls, emails, complaints, and feedback.
Technical data if you interact with our online systems, including device information, browser type, and basic usage data collected through standard security and performance tools.
Special instructions where you provide information needed to safely complete a move, such as access requirements, parking arrangements, or vulnerability-related notes.

We do not seek to collect special category data unless it is specifically provided by you and necessary for a legitimate operational reason, such as safeguarding access or service delivery. Where possible, we minimise such processing.

3. How we collect data

We may collect personal data directly from you when you make an enquiry, request a quotation, arrange a booking, complete a form, communicate with us, or provide instructions for a job. We may also receive data from third parties where this is necessary to provide the service, such as from property managers, landlords, business clients, or payment service providers. In some cases, information may be generated internally as part of administering your booking or managing service records.

4. Why we use your data

We use personal data only for clear and lawful business purposes, including:

To respond to enquiries and provide quotations.
To arrange, manage, and carry out removals and transport services.
To communicate about bookings, timing, access, and job changes.
To process payments, issue invoices, and manage accounts.
To maintain business records and service history.
To handle complaints, disputes, and service quality matters.
To improve operations, train staff, and maintain security.
To comply with legal, regulatory, insurance, and tax obligations.

We only use data in ways that are compatible with the purpose for which it was collected, unless we have a lawful reason to use it for another purpose.

5. Lawful basis for processing

Under GDPR, we must have a lawful basis for each processing activity. Depending on the context, we rely on the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing quotes, confirming bookings, completing moves, and handling payment arrangements.

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. Examples include improving our services, keeping records, preventing fraud, ensuring security, and managing customer communications. We always consider whether the processing is proportionate and relevant.

Legal obligation

We may process and retain information where required to comply with legal duties, such as accounting, tax, insurance, and record-keeping obligations.

Consent

In limited cases, we may rely on your consent, for example for certain optional communications or where you voluntarily provide information that is not required to deliver the service. Where consent is used, you can withdraw it at any time.

6. Sharing your data and processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors where they handle data on our behalf and only under our instructions, or as independent controllers where they determine their own purposes. Processors may include:

Payment service providers
Accounting and invoicing systems
IT, hosting, and cloud storage providers
Customer communication and booking management tools
Professional advisers such as insurers, legal advisers, or auditors

We require processors to use appropriate technical and organisational measures to protect personal data and to process it only for authorised purposes. We do not sell personal data.

We may also disclose data where required by law, to protect our rights or property, to prevent or detect fraud, or to support a legal claim or insurance matter.

7. Data retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, and reporting obligations. Retention periods vary depending on the type of data and the nature of the service.

In general:

Booking and transaction records are usually kept for a period required for business, tax, and legal compliance.
Communication records may be kept for a reasonable period to manage queries, disputes, and service follow-up.
Technical and security logs are retained only as long as needed for operational and security purposes.

When data is no longer needed, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

8. Data security

We take the protection of personal data seriously and use appropriate safeguards to reduce the risk of loss, misuse, or unauthorised access. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices. While no system can be guaranteed completely secure, we aim to maintain a level of protection appropriate to the risks involved.

9. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and exemptions. They include:

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

You also have the right to make a complaint to the relevant supervisory authority if you believe your rights have not been respected. We encourage you to raise any concerns with us first so we can try to resolve the issue promptly and fairly.

10. Children’s data

Our services are not intended for children acting on their own behalf. We do not knowingly collect personal data from children except where it is necessary in a family or household service context and provided by an adult customer. If we become aware that data has been collected inappropriately, we will take steps to delete it where appropriate.

11. International transfers

If any of our processors store or process data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections, to ensure your personal data receives a standard of protection consistent with UK GDPR requirements.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their information is used.

13. Summary of our commitment

Man With A Van Borough is committed to using personal data responsibly, transparently, and securely. We collect only what we need, use it for clear purposes, rely on appropriate lawful bases, and retain it for no longer than necessary. Your privacy matters to us, and we aim to handle all customer information with care and respect.