Privacy Policy - Man And Van Hammersmith

This Privacy Policy explains how Man And Van Hammersmith collects, uses, stores, shares, and protects personal data when providing moving, delivery, collection, packing, and related services. It applies to all Man And Van Hammersmith customers in the area, including anyone who requests a quote, makes a booking, communicates with us, receives a service, or otherwise interacts with us in connection with our removals and transport operations.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect and use personal data where we have a lawful basis to do so, and we aim to keep information accurate, secure, and limited to what is necessary for our services.

1. Information We Collect

We collect personal data that is necessary to manage enquiries, arrange services, carry out moves, process payments, and maintain service records. The types of information we may collect include:

Identity details such as your name and title.
Contact details such as your phone number, email address, and postal address.
Service details such as pickup and delivery addresses, property access notes, inventory information, and moving instructions.
Booking and transaction details such as appointment dates, service history, invoices, and payment-related records.
Communication records such as emails, messages, notes from phone calls, and complaint or enquiry details.
Technical information if you interact with our digital systems, including basic device and usage information where relevant for security or performance purposes.
Special instructions that may be required to safely deliver the service, such as access requirements or item handling needs.

We do not intentionally collect more information than is necessary. Where we need any additional information to complete a service safely and efficiently, we will only ask for what is relevant to that purpose.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To confirm bookings and manage schedules.
To deliver moving, transport, packing, and related services.
To contact customers about service changes, access issues, delays, or important updates.
To process payments, issue invoices, and manage financial records.
To maintain internal records and improve our customer service.
To handle complaints, disputes, and insurance-related matters.
To protect against fraud, misuse, or security incidents.
To comply with legal and regulatory requirements.

We may also use limited information to monitor service quality and to ensure our team operates safely and efficiently. Any such use is carried out in a proportionate and lawful manner.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Depending on the context, we may rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing a quote, confirming a booking, completing a move, handling delivery instructions, and managing payment and service administration.

Legal obligation

We may process personal data where required to comply with legal obligations, such as tax, accounting, insurance, record-keeping, or lawful requests from public authorities.

Legitimate interests

We may use personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include improving services, preventing fraud, managing customer relations, and maintaining security. We always consider the impact on individuals before relying on this basis.

Consent

In limited circumstances, we may rely on your consent, for example where optional communication preferences or specific data uses require it. If we do rely on consent, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

4. Sharing and Processors

We may share personal data only where necessary and only with parties that help us run our business or deliver our services. These third parties act as processors or, in some cases, independent controllers. We require appropriate safeguards and data protection terms where applicable.

Examples of processors and service providers may include:

Payment service providers that process card or electronic payments.
Accounting and bookkeeping providers that help manage invoices, tax, and financial reporting.
IT and system providers that support our booking, communication, data storage, or security systems.
Cloud storage and software providers used for business administration and record management.
Insurance and claims handlers where needed to deal with damage, loss, or liability issues.
Professional advisers such as lawyers, auditors, or consultants where necessary for compliance or legal support.

We may also disclose personal data if required by law, to protect our rights or property, to prevent unlawful activity, or to respond to lawful requests from authorities.

We do not sell personal data. Any sharing is limited to what is necessary for the relevant purpose.

5. Data Retention

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

In general:

Enquiry records may be retained for a limited period to manage follow-up and customer service.
Booking and transaction records are usually retained for the period needed for contract administration and financial compliance.
Complaint, claims, and dispute records may be kept longer where needed to resolve issues or defend legal claims.
Accounting and tax records are kept for the period required by law.

When personal data is no longer required, we will delete it or anonymise it securely. If deletion is not immediately possible due to backup or legal processes, it will be isolated and protected until it can be removed.

6. Security of Personal Data

We use reasonable technical and organisational measures to protect personal data from accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and process controls for handling paper and electronic records.

Although we take steps to safeguard personal data, no system can be guaranteed completely secure. We therefore encourage customers to share only the information needed for their service and to notify us promptly if they believe any personal data has been compromised.

7. International Transfers

Where a service provider stores or processes data outside the United Kingdom, we will ensure suitable safeguards are in place, such as an adequacy regulation, approved contractual clauses, or another lawful transfer mechanism permitted under data protection law. We assess these transfers to make sure your information remains protected.

8. Your Rights

You have rights over your personal data under the UK GDPR. Depending on the circumstances, these may include:

The right to be informed about how your data is used.
The right of access to request a copy of your personal data.
The right to rectification if information is inaccurate or incomplete.
The right to erasure in certain situations, sometimes called the right to be forgotten.
The right to restrict processing in certain cases.
The right to object to processing based on legitimate interests or direct marketing.
The right to data portability where processing is based on consent or contract and carried out by automated means.
The right to withdraw consent where consent is the basis for processing.

You also have the right to raise concerns with the Information Commissioner’s Office if you believe your data protection rights have been violated. We encourage customers to first raise any concerns directly so we can review and address them where possible.

9. Children’s Data

Our services are directed to adult customers and business users. We do not knowingly collect personal data from children except where it is incidentally included in service instructions or booking details and only where necessary for the provision of our services. If we become aware that we have collected children’s data without a lawful reason, we will take appropriate steps to delete it.

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 handling practices. Any revised version will apply from the date it is made available. Customers are encouraged to review this policy periodically to stay informed about how personal data is handled.

11. Contacting Us About Privacy

If you have questions, requests, or concerns about this Privacy Policy or the way your personal data is handled, you can contact us using the methods we provide in our service communications. We will review legitimate requests and respond in line with applicable data protection law.

Summary of our approach: we collect only necessary personal data, use it for clear and lawful purposes, share it with carefully selected processors where needed, retain it for appropriate periods, and respect the rights of all customers in the Hammersmith area.

This policy is intended to provide a clear and transparent explanation of our personal data practices for all Man And Van Hammersmith customers in area.