Privacy Policy - Man With Van Brentcross

This Privacy Policy explains how Man With Van Brentcross collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Brentcross customers in the Brentcross area, including anyone who contacts us for a quote, books a service, receives a delivery, or otherwise uses our moving and van services. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that personal data may be processed as described in this policy. We only collect information that is necessary for running our services, managing customer relationships, meeting legal obligations, and improving service quality.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity information: name, title, and any details you provide when requesting a service.
Contact information: address, email address, and telephone number.
Service details: moving date, collection and delivery locations, property access details, inventory information, and any special instructions.
Payment information: billing details, payment status, and transaction references. We do not retain more payment data than is necessary for accounting and legal purposes.
Communication records: emails, messages, call notes, complaint details, and service feedback.
Technical information: basic website or device data such as IP address, browser type, and usage logs where relevant for security and service administration.
Special category data: we do not actively seek to collect special category data. If you choose to share information that may reveal sensitive details, we will only process it where a lawful basis exists and it is necessary for your request.

We collect data directly from you when you enquire, book, pay, or communicate with us. In some cases, we may also receive information from third parties such as landlords, letting agents, estate agents, or payment providers where required to complete a service request or manage a booking.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and carry out moving, transport, and related services;
to manage bookings, schedules, and customer requests;
to communicate important information about a job or service;
to process payments, refunds, and invoicing;
to maintain internal records and service history;
to respond to enquiries, complaints, and disputes;
to improve our services, planning, and operational efficiency;
to comply with legal, tax, insurance, and regulatory obligations;
to protect against fraud, misuse, and security incidents.

We process data only to the extent necessary for the stated purpose. We do not sell personal data.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. We rely on the following lawful bases where appropriate:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging removals, completing a booking, and delivering services you have requested.

Legal Obligation

We may process data to comply with legal requirements, such as tax records, accounting obligations, insurance matters, or lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This can include service administration, maintaining accurate records, preventing fraud, improving operations, and handling customer communications. We balance our interests against your privacy rights before relying on this basis.

Consent

Where required, we may rely on your consent, for example for certain optional communications or processing that is not covered by another lawful basis. You may withdraw consent at any time, although this will not affect any processing already carried out lawfully before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or, in some cases, independent controllers. These parties are only provided with the information necessary to perform their role and are required to protect it appropriately.

Examples of processors may include:

payment service providers;
accounting and bookkeeping providers;
IT support, cloud storage, and software providers;
customer communication and scheduling tools;
professional advisers such as insurers, auditors, or legal advisers where necessary.

Where third parties process data on our behalf, they do so under contractual obligations requiring confidentiality, security, and compliance with applicable data protection law. We do not permit processors to use your personal data for their own unrelated purposes.

We may also disclose personal data if required by law, court order, regulatory authority, or to protect our legal rights, property, staff, customers, or the public.

5. International Transfers

If any of our service providers store or process data outside the UK, we will take appropriate steps to ensure the transfer is lawful and that your personal data remains protected. This may include using approved safeguard mechanisms such as adequacy regulations or standard contractual clauses where applicable.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements. Retention periods depend on the nature of the data and the purpose of processing.

Typical retention periods may include:

Customer and booking records: retained for the duration of the customer relationship and for a reasonable period afterwards for support and dispute handling.
Financial and tax records: retained for the period required by law, usually several years.
Communication records: retained as needed to manage queries, complaints, or service history.
Security or incident records: retained for as long as necessary to investigate and resolve the matter.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances:

Right of access: you can request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: you can ask us to correct inaccurate or incomplete information.
Right to erasure: you can request deletion of your data where there is no legal reason for us to keep it.
Right to restriction: you can ask us to limit how we use your data in certain cases.
Right to object: you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability: you can request your data in a structured, commonly used format where the legal conditions are met.
Right to withdraw consent: if we rely on consent, you may withdraw it at any time.

To protect your privacy, we may need to verify your identity before responding to your request. We aim to respond within the time limits set by law. These rights are not absolute and may be subject to exemptions or limitations.

8. Security of Your Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and the careful selection of service providers.

While we work to protect your information, no system is completely secure. Therefore, we cannot guarantee absolute security, but we take reasonable and proportionate steps to reduce risks.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary in connection with a service request made by an adult customer and lawful grounds exist for processing. If we become aware that we have collected information inappropriately, we will take reasonable 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 updates will take effect when published. We encourage customers in the Brentcross area to review this policy periodically so they remain informed about how their personal data is used.

11. Summary of Our Approach

Man With Van Brentcross is committed to privacy, transparency, and responsible data handling. We collect only the information needed to deliver our services, use it for clearly defined purposes, share it only with trusted processors or where required by law, and retain it only for as long as necessary. We also respect your rights and aim to handle all requests fairly and promptly.

This policy applies to all Man With Van Brentcross customers in the area and forms part of our commitment to GDPR-compliant service delivery.