Privacy Policy - Man And A Van West Kensington

This Privacy Policy explains how Man And A Van West Kensington collects, uses, stores, shares, and protects personal data relating to customers, prospective customers, and other individuals who use our services or interact with us in the West Kensington area. It applies to all Man And A Van West Kensington customers in the area, regardless of whether services are arranged by telephone, email, online enquiry, or through a referral. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We aim to process personal information fairly, transparently, and securely. This policy describes what data we collect, why we collect it, the lawful bases we rely on, how long we keep it, who may process it on our behalf, and what rights individuals have in relation to their data.

1. Data We Collect

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

Identity data such as your name and, where relevant, the name of your business.
Contact data such as address, service location, billing address, email address, and telephone number.
Service information including moving dates, property access details, inventory notes, special handling instructions, and destination information.
Payment and transaction data such as payment status, invoice records, and accounting references. We do not intentionally store full card details unless required by a secure payment provider.
Communication data including emails, text messages, call notes, and any information you provide when you ask questions, request a quote, or raise a complaint.
Technical data where applicable, such as device or browser information if you use digital forms or other online services connected to our operations.
Special category data only where you voluntarily provide it and only when it is necessary, for example if it is relevant to access needs, vulnerability considerations, or health-related handling instructions. We do not seek to collect such data unless strictly required.

We collect most personal data directly from you. In some cases, we may receive information from third parties such as property managers, landlords, business contacts, payment processors, or persons authorised to act on your behalf.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan and carry out removals, deliveries, and related services;
to communicate with you about appointments, schedule changes, and service updates;
to issue invoices, process payments, and maintain accounting records;
to respond to enquiries, complaints, and service requests;
to maintain operational records, improve service quality, and train staff;
to comply with legal, tax, insurance, and regulatory obligations;
to protect our business, staff, customers, and property from fraud, misuse, or security risks.

We will only use personal data for the purposes for which it was collected unless we reasonably believe we need to use it for another compatible purpose and that purpose is lawful.

3. Lawful Basis for Processing

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

Performance of a contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing a quotation, managing a booking, carrying out a move, invoicing, and resolving service issues.

Legal obligation

We may process and retain certain data where required to meet legal, tax, accounting, insurance, or regulatory obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include service administration, record keeping, customer support, fraud prevention, and internal business improvement.

Consent

In limited cases, we may rely on your consent, for example where special category data is provided and consent is the appropriate basis for handling it. Where consent is used, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

Where we process special category data, we will only do so when a condition under UK GDPR is met, such as explicit consent or another lawful condition permitted by law.

4. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes described in this policy and to meet legal or operational requirements. Retention periods may vary depending on the type of data and the context in which it was collected.

Booking and service records are generally retained for a reasonable period after completion of the service to manage queries, disputes, and operational follow-up.
Invoice, payment, and accounting records are retained for the period required by tax and accounting law.
Communication records may be kept for as long as needed to handle customer care, contractual matters, or evidence of instructions.
Complaints or claims data may be retained longer where necessary to defend or establish legal rights.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

5. Sharing Data and Processors

We may share personal data with trusted third parties that process data on our behalf. These parties act as processors and are only permitted to use your data in accordance with our instructions and applicable law. Such processors may include:

Payment service providers who handle payment transactions securely;
Accounting and bookkeeping providers who assist with invoicing, tax, and financial records;
IT, hosting, and software providers who support our systems, communication tools, and data storage;
Operational contractors or subcontractors who help deliver our services when necessary;
Professional advisers such as insurers, legal advisers, or auditors;
Public authorities where disclosure is required by law or necessary to protect rights, safety, or property.

We take reasonable steps to ensure that any processor we use provides appropriate safeguards for personal data, including security, confidentiality, and compliance with data protection law.

We do not sell personal data. We do not share personal data for unrelated marketing purposes without a lawful basis.

6. Security of Personal 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 careful selection of processors. While no system can be guaranteed completely secure, we work to reduce risk and respond appropriately if an incident occurs.

7. Your Rights

Individuals whose data we process have a number of rights under data protection law. Subject to legal limits, these rights may 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 data in certain circumstances;
Right to restriction – to ask us to limit the way we use your data in certain cases;
Right to object – to object to processing based on legitimate interests, and to object to direct marketing where applicable;
Right to data portability – to request transfer of certain data in a structured, commonly used format where legally applicable;
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time;
Right to complain – to raise concerns with the relevant data protection authority if you believe your data has been handled unlawfully.

To protect your privacy, we may need to verify your identity before responding to a request. We will respond within the time limits required by law and may explain if a request cannot be fully fulfilled due to legal exemptions.

8. Children’s Data

Our services are intended for adults and business customers, and we do not knowingly collect children’s personal data except where it is necessary and provided by a parent, guardian, or authorised adult in connection with a service. If we become aware that we have collected data from a child without appropriate authority, we will take reasonable steps to delete it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our practices. Any revised version will apply from the date it is issued. We encourage you to review this policy periodically so that you remain informed about how we protect your information.

10. Summary of Our Commitment

Man And A Van West Kensington is committed to respecting privacy and processing personal data responsibly. We only collect information that is relevant and necessary for providing our services, we use lawful bases such as contract, legal obligation, legitimate interests, and consent where appropriate, and we retain data only for as long as needed. We also require processors to handle information securely and we support the rights of all customers in the West Kensington area.

This policy applies to all Man And A Van West Kensington customers in the area.