Privacy Policy - Man And Van West Hampstead

This Privacy Policy explains how Man And Van West Hampstead collects, uses, stores, shares, and protects personal data when providing removal, delivery, and related moving services. It applies to all Man And Van West Hampstead customers in the area, including individuals, households, landlords, tenants, and business customers who use our services, request a quotation, make an enquiry, or otherwise interact with us.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we process, why we process it, the lawful basis we rely on, how long we retain data, who may process it on our behalf, and what rights you have in relation to your personal information.

1. Data We Collect

We collect only the personal data necessary to provide our services, manage customer relationships, and meet legal and operational obligations. The categories of data we may collect include:

Identity details such as your name and title.
Contact details such as your phone number, email address, and service address.
Booking and service information including move dates, property access details, inventory lists, and service preferences.
Payment and billing data such as payment status, invoice information, and transaction records.
Communication records including messages, enquiry details, complaint correspondence, and customer feedback.
Technical data where applicable, such as limited website or device information used for security and performance purposes.
Special instructions that may be needed to carry out a move safely and efficiently, such as parking arrangements or access issues.

We do not intentionally collect more data than is required for the provision of our services. If you provide information about another person, you should ensure that you have the authority to do so and that they are aware of this Privacy Policy where appropriate.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and respond to service enquiries.
To manage bookings, schedules, and service delivery.
To communicate with you before, during, and after a move.
To issue invoices, process payments, and maintain financial records.
To handle complaints, claims, and customer support requests.
To improve service quality, customer experience, and operational efficiency.
To comply with legal, tax, accounting, and regulatory obligations.
To protect our business, staff, and customers against fraud, misuse, or unlawful activity.

Where necessary, we may also use personal data to establish, exercise, or defend legal claims. We will only use your data in ways that are compatible with the purposes for which it was collected, unless we have a lawful basis to process it for another valid reason.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of personal data processing. Man And Van West Hampstead relies on the following lawful bases:

Contract

We process personal data where it is necessary for the performance of a contract or to take steps at your request before entering into a contract. This includes preparing quotes, confirming bookings, arranging logistics, and completing moving services.

Legal Obligation

We process data where required to comply with legal obligations, such as accounting rules, tax requirements, record-keeping duties, or responding to lawful requests from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided that those interests are not overridden by your rights and freedoms. Legitimate interests may include maintaining service records, managing customer relations, improving our operations, preventing fraud, and ensuring the security of our services.

Consent

In limited situations, we may rely on your consent, for example where it is required for certain optional communications or other specific processing activities. Where we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Retention of Personal Data

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. The exact retention period depends on the type of information and the purpose for which it is used.

Quotation and enquiry data may be kept for a reasonable period to manage follow-up and customer service.
Contract and booking records are retained for the duration of the service relationship and for a period afterwards in case of queries or disputes.
Financial and tax records are retained in line with applicable legal requirements.
Complaint and claim records may be retained longer where necessary to establish, exercise, or defend legal claims.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you. We do not keep personal data indefinitely, and we review retention needs periodically to ensure data is not held longer than necessary.

5. Processors and Data Sharing

We may share personal data with carefully selected third-party service providers who act as data processors on our behalf. These processors only handle data under our instructions and are required to protect it appropriately.

Examples of processors and third parties may include:

Payment service providers that process card or electronic payments.
Accounting and bookkeeping providers that assist with invoicing and records.
IT and cloud storage providers used for secure data storage and communications.
Customer management or scheduling tools used to organise services.
Professional advisers such as lawyers, accountants, or insurers where necessary.
Public authorities, courts, or law enforcement agencies where disclosure is required by law.

We require processors to implement appropriate technical and organisational security measures. Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect your information in line with applicable data protection law.

6. Data Security

We take the security of personal data seriously and use measures designed to prevent unauthorised access, loss, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and limited access on a need-to-know basis. While no method of transmission or storage can be guaranteed as completely secure, we work to maintain a level of security appropriate to the risks involved.

7. Your Rights

Subject to certain conditions and exemptions under data protection law, you have the following rights regarding your personal data:

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 processing in certain situations.
Right to object - to object to processing based on legitimate interests or direct marketing where applicable.
Right to data portability - to receive certain data in a structured, commonly used format, where the legal conditions are met.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law. We may need to verify your identity before fulfilling a request. In some cases, we may not be able to comply fully if a legal exemption applies, but we will explain the reason where permitted.

8. Children’s Data

Our services are aimed at adults and businesses. We do not knowingly collect personal data from children except where it is incidentally provided in connection with a household move or similar service and only where necessary for service delivery. If we become aware that data has been collected improperly, we will take appropriate steps to delete or secure it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers in the West Hampstead area to review this policy periodically so they remain informed about how we handle personal data.

10. Contact and Complaints

If you have concerns about how your personal data is handled, you should raise them with us so we can address the issue promptly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

Summary of our commitment: We only process personal data where it is necessary, lawful, and proportionate. We keep it secure, do not retain it longer than needed, and respect the rights of all Man And Van West Hampstead customers in area.