Privacy Policy - Man And A Van Notting Hill

Man And A Van Notting Hill is committed to protecting your privacy and handling your personal data in a lawful, fair, and transparent way. This Privacy Policy explains how we collect, use, share, store, and protect information relating to our customers and prospective customers. It applies to all Man And A Van Notting Hill customers in the area, including anyone who requests, books, pays for, or receives our removal, delivery, transportation, packing, loading, unloading, or related services.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out the types of data we collect, the purposes for which we use it, our lawful bases for processing, how long we keep it, the third parties we may use as processors, and the rights available to you.

1. Information We Collect

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

Identity details such as your name, title, and, where relevant, business name.
Contact details such as your address, email address, and telephone number.
Service information such as pickup and delivery addresses, property access details, moving dates, inventory notes, special handling instructions, and service preferences.
Payment information such as billing details and transaction records. We do not store full card data unless it is necessary and securely handled by an approved payment processor.
Communication records such as emails, messages, call notes, quotations, complaints, and feedback.
Operational and technical data such as booking history, service logs, website or device interactions where applicable, and basic technical identifiers used for security and analytics.
Identification and verification information where needed for fraud prevention, insurance, or contractual purposes.

We generally do not intentionally collect special category data, such as health information, racial or ethnic origin, religious beliefs, or biometric data. If such information is voluntarily provided by you and is necessary for service delivery, for example to support access arrangements or handling needs, we will process it only where lawful and appropriate safeguards are in place.

2. How We Use Your Data

We use personal data to provide a reliable and efficient service. Typical uses include:

processing enquiries and preparing quotes;
confirming and managing bookings;
planning routes, staffing, and vehicle allocation;
communicating about arrival times, service updates, and any issues;
handling payments, invoices, refunds, and accounting;
responding to complaints, claims, and customer support requests;
maintaining records for tax, audit, insurance, and legal purposes;
protecting against fraud, misuse, or unlawful activity;
improving our operations, customer experience, and service quality.

We will not use your personal data for purposes that are incompatible with those described in this policy unless we have a valid lawful basis and, where required, your consent.

3. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging moving services, managing payments, and fulfilling service requests.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include managing business operations, improving services, preventing fraud, securing our systems, and keeping internal records.

Legal Obligation

We process some data to comply with legal duties, including accounting requirements, tax records, insurance obligations, and responding to lawful requests from public authorities where appropriate.

Consent

In limited situations, we may rely on your consent, particularly for optional communications or processing that is not otherwise covered by contract, legitimate interests, or legal obligation. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors or, in some cases, independent controllers. We ensure that any processor we use provides appropriate safeguards, processes data only on our instructions, and maintains confidentiality and security.

Processors may include:

Payment service providers for secure card or online payment handling;
Accounting and bookkeeping providers for invoicing, financial administration, and tax compliance;
IT and cloud service providers for data storage, email, scheduling, and business systems;
Customer communication tools for booking confirmations, service updates, and message delivery;
Insurance providers and claims handlers when required for cover, incident handling, or loss assessment;
Professional advisers such as lawyers, insurers, auditors, and consultants where necessary;
Subcontracted operational partners where needed to deliver the service you booked.

We may also disclose data where required by law, to protect our rights, to prevent fraud, or to respond to legitimate legal requests.

We do not sell your personal data. Any sharing is limited to what is necessary and proportionate for the service or legal purpose in question.

5. International Transfers

Where any processor stores or accesses data outside the United Kingdom, we ensure that appropriate legal safeguards are used, such as adequacy regulations, the UK International Data Transfer Agreement, or other valid transfer mechanisms. We take reasonable steps to ensure your information remains protected to UK GDPR standards.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and then securely delete or anonymise it. Retention periods may vary depending on the type of record and our legal obligations. As a general approach:

Enquiry and quote data may be retained for a limited period to follow up on requests and assess service interest.
Booking and contract records are usually retained for the duration of the service and a reasonable period afterward for administration, dispute handling, and compliance.
Financial and tax records are retained for the period required by law and accounting standards.
Complaint, claim, and incident records may be retained longer where needed to resolve issues or defend legal claims.
Technical and security logs are kept only as long as necessary for operational security and troubleshooting.

When data is no longer required, we will take appropriate steps to erase it securely or make it anonymous so it no longer identifies you.

7. How We Protect Your Data

We apply reasonable technical and organisational measures to safeguard personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the nature of the data and the risks involved.

8. Your Rights

You have a number of rights in relation to your personal data under data protection law. Subject to legal limits and exemptions, these 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 restrict processing - to ask us to limit how we use your data in certain situations.
Right to object - to object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability - to receive certain data in a structured, commonly used format where technically feasible.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you are concerned that your personal data has been handled unlawfully or unfairly. We encourage you to raise concerns with us first so we can try to resolve the issue promptly.

9. Children’s Data

Our services are intended for adults or for individuals arranging services on behalf of households or businesses. We do not knowingly collect personal data from children except where it is necessary and provided by an adult customer in connection with a booking or service arrangement. Where such data is processed, it is done only for legitimate service-related purposes and with appropriate care.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any updated version will apply from the date it becomes effective. We encourage customers to review this policy periodically so they remain informed about how we protect personal data.

11. Summary of Key Principles

Man And A Van Notting Hill only collects personal data that is relevant and necessary, uses it for clear and lawful purposes, shares it only with trusted processors or where legally required, and keeps it only for as long as needed. We aim to treat every customer’s information with care, transparency, and respect, while supporting safe and efficient service delivery throughout the area.