Privacy Policy - Man And A Van Ilford

This Privacy Policy explains how Man And A Van Ilford collects, uses, stores, shares, and protects personal data. It applies to all Man And A Van Ilford customers in the area, including anyone who requests a quote, books a service, receives a service, or communicates with us in relation to a move, delivery, clearance, or related transport service.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only process personal data where we have a valid legal reason to do so, and we take appropriate technical and organisational measures to keep it secure.

1. Personal Data We Collect

We may collect and process the following categories of personal data when you use our services, make an enquiry, or otherwise interact with us:

Identity data, such as your name.
Contact data, such as address details, email address, and telephone number.
Booking and service data, including move dates, collection and delivery addresses, access information, inventory details, and service preferences.
Payment and transaction data, such as payment status, invoices, and billing records. We do not retain unnecessary card information where payment is processed through a secure third party.
Communication data, including messages, notes, complaint records, and correspondence related to your booking or service.
Technical data, such as device information, browser type, and basic usage information if you interact with our digital systems.
Special instructions and service-related notes, where you choose to provide them, for example access needs, parking restrictions, or item handling preferences.

We collect most of this information directly from you. In some cases, we may also receive information from third parties involved in delivering the service, such as payment providers, subcontracted processors, or a person making a booking on your behalf.

2. How We Use Your Data

We use personal data only where necessary for legitimate business and service purposes. The main ways we use your information are to:

respond to enquiries and provide quotations;
manage bookings and perform moving or transport services;
communicate about service arrangements, arrival times, changes, or issues;
process payments, generate invoices, and maintain accounting records;
handle complaints, queries, and after-service support;
meet legal, tax, insurance, and regulatory obligations;
improve service quality and manage customer relationships;
protect against fraud, misuse, and unauthorised access;
maintain internal records and business administration.

We will not use your personal data for purposes that are incompatible with those set out in this policy unless we inform you and have another lawful basis to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Depending on the circumstances, Man And A Van Ilford may 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 providing a quote, confirming a booking, carrying out the moving service, and managing payment or service follow-up.

Legal Obligation

We may process certain information to comply with legal obligations, such as tax recordkeeping, accounting requirements, fraud prevention duties, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This can include managing customer relationships, improving operations, protecting our business, and keeping accurate records. Where we rely on legitimate interests, we assess the impact on your privacy and apply safeguards as required.

Consent

In limited cases, we may ask for your consent, for example for certain marketing communications or optional processing activities. Where we rely on consent, you may withdraw it at any time. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

4. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the provision of services or for compliance with legal duties. These third parties may act as processors or, in some situations, as independent controllers. We only share the minimum information required and ensure that appropriate data protection safeguards are in place.

Examples of processors and third parties may include:

IT and hosting providers, who support our systems, data storage, and communications;
Payment service providers, who process transactions securely;
Accounting and bookkeeping providers, who help manage invoices and financial records;
Subcontracted service partners, where assistance is required to complete a booking;
Insurance providers, where claims or risk management require disclosure;
Professional advisers, such as lawyers, auditors, and tax advisers;
Public authorities or regulators, where disclosure is required by law.

Where a processor handles data on our behalf, it is required to act only on our instructions and to protect the data using appropriate security measures. Man And A Van Ilford does not sell personal data.

5. 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 operational requirements. Retention periods may vary depending on the type of information and the reason for processing.

In general, we may retain:

booking and service records for a period needed to manage the service, respond to disputes, and maintain business records;
financial and tax records for the period required by law;
correspondence and complaint records for a reasonable period to handle follow-up issues and protect against claims;
technical or security records for a short period unless needed longer for investigation or legal reasons.

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

6. Data Security

We use appropriate safeguards to protect personal data from accidental loss, unauthorised access, misuse, alteration, or disclosure. These safeguards may include access controls, secure storage, staff confidentiality duties, and limitation of access to information on a need-to-know basis.

Although no system can be guaranteed to be completely secure, we regularly review our practices to reduce risk and protect customer information. If a personal data breach occurs, we will respond in line with applicable legal requirements.

7. Your Rights

As a data subject, you have rights under data protection law. Subject to certain conditions and exemptions, you may have the right to:

Access the personal data we hold about you;
Rectify inaccurate or incomplete information;
Erase your data in certain circumstances;
Restrict processing in certain situations;
Object to processing based on legitimate interests or direct marketing;
Data portability for information you provided to us in a structured, commonly used format, where applicable;
Withdraw consent where processing is based on consent;
Complain to the relevant data protection authority if you believe your rights have been infringed.

We will assess and respond to any rights request in line with applicable legal timeframes. To protect your privacy, we may need to verify your identity before acting on a request.

8. International Transfers

If any of our service providers store or process data outside the United Kingdom, we will ensure that suitable safeguards are in place to protect your personal data. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal measures designed to maintain an appropriate level of protection.

9. Marketing

We may send marketing communications only where permitted by law. If consent is required, we will obtain it before sending such messages. You may opt out of marketing at any time. Where you opt out, we will stop sending promotional communications but may still contact you for necessary service, account, or legal reasons.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated to you. We encourage you to review this policy periodically to stay informed about how your information is handled.

11. Our Commitment to You

Man And A Van Ilford values your privacy and aims to process all personal data in a manner that is lawful, transparent, and proportionate to the services we provide. This policy is designed to ensure that customers understand how their information is used and what rights they have. By using our services, you acknowledge that your information may be processed as described in this policy and in accordance with applicable law.

For all Man And A Van Ilford customers in the area, this Privacy Policy applies whenever personal data is collected or processed in connection with our services.