Privacy Policy - Man With Van Westkensington

This Privacy Policy explains how Man With Van Westkensington collects, uses, shares, stores, and protects personal data when providing moving, delivery, transport, and related services. It applies to all Man With Van Westkensington customers in the area, including people who request quotes, make bookings, receive services, or otherwise interact with us in connection with a move or delivery.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we collect it, how long we keep it, and what rights you have over your information.

1. Data We Collect

We collect only the information needed to provide our services effectively, manage our business, and meet our legal obligations. Depending on how you interact with us, we may collect the following categories of personal data:

Identity details such as your name and, where relevant, the name of your business or organisation.
Contact details including your address, email address, telephone number, and move locations.
Service information such as booking details, collection and delivery addresses, item descriptions, property access notes, and special handling requirements.
Payment and billing details where needed to process invoices, take deposits, or record payment status.
Communication records including enquiries, messages, complaints, instructions, and feedback.
Transaction history such as quotes provided, services booked, dates of service, and service outcomes.
Technical data if you contact us electronically, such as device information, IP-related logs, or basic usage details generated by our systems.
Special category data only where necessary and only if you voluntarily provide it, for example when relevant to access needs or vulnerability considerations during a move. We do not seek to collect sensitive data unless it is genuinely required to support the service safely and appropriately.

We do not intentionally collect more information than is necessary. If you provide information about another person, such as a family member, tenant, landlord, or assistant, you should make sure you have authority to share it with us.

2. How We Use Personal Data

We use your personal data for the following purposes:

To provide moving, van, transport, loading, unloading, and related services.
To prepare quotations, confirm bookings, and manage scheduling.
To communicate about your service, including changes, instructions, delays, or follow-up matters.
To issue invoices, receive payments, and maintain financial records.
To handle complaints, claims, or service queries.
To improve our services, planning, and customer experience.
To maintain security, prevent misuse, and protect against fraud or unlawful activity.
To comply with legal, tax, accounting, and regulatory obligations.

We will only use your data for the purposes set out in this policy or for purposes that are reasonably compatible with them. Where required, we will let you know if we need to use your data for a new purpose.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. We rely on the following legal grounds:

Performance of a Contract

We process personal data when it is necessary to enter into or perform our contract with you. This includes taking booking details, arranging services, contacting you about the move, and processing payments.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This may include service management, record keeping, customer support, business administration, security, and internal improvement. We always consider whether the processing is proportionate and limited to what is needed.

Legal Obligation

We may process and retain data where this is required to comply with legal duties such as tax rules, accounting requirements, insurance obligations, or lawful requests from authorities.

Consent

In limited situations, we may rely on your consent, for example where we need to process optional information that is not necessary for the contract or legal compliance. Where we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare circumstances, we may process data to protect someone’s vital interests, such as when emergency support or safety-related action is required during a move.

4. Sharing and Processors

We do not sell your personal data. We may share it only where necessary and lawful, and only with parties that help us operate our services. These may include:

Payment providers that process card or transfer payments.
Accounting and bookkeeping processors that help manage invoices, financial records, and tax compliance.
IT, cloud storage, and communication service providers that support our email, file storage, booking administration, and record management.
Subcontracted service partners where additional labour, logistics, or specialist support is needed to complete a job.
Insurance providers and claims handlers where a service issue, loss, or damage needs to be assessed.
Professional advisers such as legal, audit, or tax advisers.
Public authorities where disclosure is required by law, regulation, court order, or to protect rights, safety, or property.

Where we use processors, they act on our instructions and are required to protect your data using appropriate technical and organisational safeguards. We choose processors carefully and only work with those that provide sufficient guarantees regarding security and compliance.

If data is transferred outside the UK, we will ensure an appropriate safeguard is in place, such as an adequacy decision or approved contractual protections, as required by law.

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, and reporting obligations. Retention periods vary depending on the type of information and the reason it is held.

Booking and service records are usually retained for a period needed to manage the customer relationship, handle disputes, and maintain business records.
Financial records are retained for the period required by tax and accounting law.
Communication records may be kept for a reasonable time to deal with follow-up issues, complaints, or service history.
Claims-related data may be retained longer if needed for insurance, legal defence, or dispute resolution.

When data is no longer needed, we will delete, anonymise, or securely archive it in accordance with our retention procedures. We do not keep personal data indefinitely.

6. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and controlled sharing with processors.

While we take data security seriously, no system can be guaranteed completely secure. If we become aware of a personal data breach that is likely to result in a risk to your rights and freedoms, we will respond in line with applicable legal requirements.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights are subject to certain conditions and exemptions, but we will always respond appropriately to your request.

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 cases, you can ask us to delete your data.
Right to restrict processing – you can ask us to limit how your data is used in certain circumstances.
Right to object – you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – you may request certain data in a structured, commonly used format.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will aim to reply within the time limits set by law.

8. Children’s Data

Our services are intended for adults arranging moving or transport services. We do not knowingly collect personal data from children unless it is incidental and necessary in the context of a household move or similar service arrangement. If we become aware that we have collected data from a child unlawfully, we will take appropriate steps to delete it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any updated version will apply from the date it is published or otherwise communicated to you. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

10. Contact and Complaints

If you have concerns about how your personal data is handled, you may raise them with us so we can review and address the matter. If you remain dissatisfied, you also have the right to complain to the UK Information Commissioner’s Office (ICO), the supervisory authority for data protection matters in the UK.

This Privacy Policy is designed to provide clear and lawful information to customers of Man With Van Westkensington. By using our services, you acknowledge that your personal data may be processed as described above, always in a manner that is necessary, proportionate, and respectful of your privacy.