Privacy Policy - Man With Van West Heath

This Privacy Policy explains how Man With Van West Heath collects, uses, stores, shares, and protects personal data when providing moving, delivery, loading, unloading, and related transport services. It applies to all Man With Van West Heath customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van West Heath is a service provider offering moving and transport assistance. In the course of our work, we may process personal data relating to customers, recipients, property access arrangements, payment details, and communication records. This policy describes the way we manage that data.

2. Data We Collect

We only collect information that is necessary to provide our services, manage bookings, communicate effectively, and meet legal obligations. The types of data we may collect include:

Identity data: name, title, and where relevant, business or household name.
Contact data: address, email address, telephone number, and delivery or collection location.
Booking details: moving dates, service requirements, property access instructions, inventory notes, and special handling requests.
Payment data: billing information, transaction records, and payment status. We do not retain more payment information than is necessary.
Communication data: correspondence by phone, email, text, or messaging concerning quotes, bookings, service issues, or complaints.
Service and operational data: notes taken by our team for route planning, load management, and service completion.
Technical data: basic device or usage information if collected through digital systems used to manage requests and communications.

We do not intentionally collect sensitive personal data unless it is strictly necessary for a specific service request or legal requirement. If such information is provided to us, we will treat it with additional care and limit its use.

3. How We Collect Data

Personal data may be collected directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or message;
provide moving details or access instructions;
submit feedback, a complaint, or a query;
make or receive a payment.

We may also receive data from third parties where necessary to fulfil a booking, such as property managers, landlords, agents, business account holders, or payment service providers.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under UK GDPR. Depending on the situation, our lawful bases may include:

Contract: processing is necessary to provide a quote, arrange a service, complete a move, or take payment under an agreement with you.
Legitimate interests: processing is necessary for running and improving our business, managing customer communications, preventing fraud, maintaining service records, and ensuring safe and efficient operations, provided these interests do not override your rights.
Legal obligation: processing is necessary to comply with tax, accounting, insurance, or other legal requirements.
Consent: in limited situations, such as optional marketing communications or certain non-essential data uses, we may rely on your consent. Where consent is used, you may withdraw it at any time.

Where we process data for more than one purpose, we will rely on the appropriate lawful basis for each purpose.

5. How We Use Personal Data

We use personal data for the following purposes:

to provide moving and transport services;
to prepare quotations and confirm bookings;
to communicate service updates and access arrangements;
to handle payments, refunds, and invoices;
to maintain records of services provided;
to resolve complaints, disputes, or service queries;
to comply with legal and regulatory obligations;
to protect our business, staff, and customers from fraud or misuse;
to improve our operations, customer experience, and service quality.

We will not use your personal data for purposes that are incompatible with the reason it was collected unless we have a lawful basis to do so.

6. Retention of Personal Data

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

Booking and service records: kept for a period necessary to manage our business records and resolve any post-service issues.
Financial records: retained in line with tax and accounting obligations.
Complaints and correspondence: retained for a reasonable period to evidence communications and support service quality.
Marketing preferences: retained until you withdraw consent or opt out.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in a safe and appropriate manner.

7. Processors and Third Parties

We may share personal data with trusted third parties, known as processors, who act on our instructions and help us operate our services. These may include:

payment processing providers;
accounting or bookkeeping services;
IT and data storage providers;
communication and messaging service providers;
administrative or scheduling systems;
insurance providers, legal advisers, or dispute resolution professionals where necessary.

Where processors are used, we require appropriate contractual and technical safeguards to protect your data. We do not sell personal data. We will only share information where necessary for service delivery, legal compliance, business administration, or with your consent where required.

8. International Transfers

In some cases, our processors or service systems may store data outside the UK. If this occurs, we will ensure that appropriate safeguards are in place, such as approved contractual protections or equivalent transfer mechanisms, so that your personal data remains protected to a standard consistent with UK GDPR.

9. Data Security

We take reasonable technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff awareness, and limited data access on a need-to-know basis.

While we strive to protect your information, no system can be guaranteed completely secure. If we become aware of a personal data breach that may affect your rights or freedoms, we will act in accordance with legal requirements.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

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

To exercise your rights, we may need to verify your identity before responding. We will respond within the timeframe required by law unless an extension is permitted.

11. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is necessary for a service arrangement made by a parent, guardian, or lawful representative. If we learn that we have collected data improperly, we will take appropriate steps to remove it.

12. Cookies and Similar Technologies

If we use digital tools that store or access information on a device, this will only be done where necessary for operational or security purposes, or where consent is required. Any such use will be limited, proportionate, and in line with applicable law.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. The most recent version will apply from the date it is updated. We encourage customers to review this policy periodically.

14. Complaints

If you believe your personal data has been handled unlawfully or unfairly, you have the right to raise a concern with the relevant data protection authority. We also encourage you to contact us directly so that we may address the issue promptly and appropriately.

15. Summary of Our Commitments

Man With Van West Heath is committed to protecting customer privacy, limiting data collection to what is necessary, and using personal data only for legitimate business purposes. We process information transparently, retain it only as long as needed, use trusted processors where appropriate, and respect your data protection rights. This policy applies to all Man With Van West Heath customers in the area and is intended to ensure our handling of personal data remains lawful, secure, and responsible.