Privacy Policy - Man With Van Ilford

This Privacy Policy explains how Man With Van Ilford collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Ilford customers in the area, including individuals, households, and business clients who request or receive our removal, transport, collection, delivery, loading, or related moving services.

We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy should be read carefully so you understand how your information is managed when you use our services.

1. Information We Collect

We only collect data that is relevant and necessary for providing our services, managing bookings, communicating with customers, and meeting legal obligations. The types of personal data we may collect include:

Identity details such as your name and, where relevant, company name.
Contact details such as address, email address, and telephone number.
Service information such as booking dates, collection and delivery locations, item lists, property access details, and move requirements.
Payment information such as billing details and transaction records. We do not intentionally store unnecessary card data where secure third-party payment methods are used.
Communication records such as emails, call notes, enquiry forms, and customer instructions.
Operational information such as service preferences, special handling requests, parking or access notes, and claims information.
Technical information if you interact with us online, such as IP address, device details, and basic usage data used for security and performance purposes.

We do not seek to collect special category data unless you voluntarily provide it and it is strictly necessary for a specific service request, claim, or legal obligation. Where such information is received, it is handled with additional care and only processed where a lawful basis exists.

2. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange and manage bookings for moving and transport services.
To communicate with you about service updates, access requirements, or scheduling changes.
To process payments, issue invoices, and maintain financial records.
To deliver goods safely and efficiently to the agreed destination.
To handle complaints, claims, and dispute resolution.
To maintain security, prevent fraud, and protect our business operations.
To comply with legal, tax, accounting, and regulatory obligations.

We only use your data for the purposes for which it was collected, unless we reasonably determine that it is compatible with the original purpose or we are legally required to use it otherwise.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, Man With Van Ilford relies on one or more of the following bases:

Contract

We process your information when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, carrying out the move, and managing payment arrangements.

Legal obligation

Some information must be retained or processed to meet legal requirements, including accounting, tax, insurance, and record-keeping obligations.

Legitimate interests

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

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to a specific use of information. You can withdraw consent at any time, although this will not affect processing already carried out lawfully before withdrawal.

4. Sharing and Processors

We may share personal data only where necessary and appropriate. We do not sell your personal information. However, we may disclose it to trusted third parties and processors who support our operations.

Examples of processors and recipients may include:

Payment service providers who process transactions securely.
Accounting and bookkeeping providers who help maintain financial records.
IT, hosting, email, and storage providers who support our systems and data security.
Insurance providers where a claim or incident needs review.
Professional advisers such as legal or compliance specialists.
Public authorities where disclosure is required by law.

Any processor acting on our behalf is required to handle personal data securely, use it only on our instructions, and comply with applicable data protection law. We take reasonable steps to ensure that third parties only process information that is necessary for their role.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this policy, including any legal, accounting, or reporting requirements. The retention period depends on the nature of the data and the context in which it was collected.

Booking and service records are generally retained for a period needed to manage service history, complaints, and contractual obligations.
Financial and tax records are retained for the period required by law.
Correspondence and claim-related records may be retained for as long as needed to resolve disputes or demonstrate compliance.
Technical and security logs are kept only for a limited time unless longer retention is required to investigate an issue.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe and appropriate manner. We aim to keep retention periods proportionate and limited to what is necessary.

6. Your Rights

As a data subject, you have rights in relation to your personal data. These rights may be subject to legal conditions or exemptions, but we will always respond appropriately and within the required timeframes.

Right of access

You may request confirmation of whether we process your personal data and ask for a copy of the information we hold about you.

Right to rectification

If any data we hold is inaccurate or incomplete, you may ask us to correct or update it.

Right to erasure

In some cases, you may request deletion of your personal data, for example where it is no longer needed for the purpose it was collected. This right does not apply where we must keep the data for legal reasons.

Right to restrict processing

You may ask us to limit how we use your data in certain circumstances, such as while a correction request is being reviewed.

Right to object

You can object to processing based on legitimate interests, and in some situations you may object to direct marketing if such activity is ever carried out.

Right to data portability

Where processing is based on consent or contract and carried out by automated means, you may request a copy of certain data in a structured, commonly used format.

Rights relating to automated decision-making

We do not rely on fully automated decision-making that has legal or similarly significant effects on customers. If this changes, we will update this policy accordingly.

If you wish to exercise any of these rights, we will assess the request carefully and respond in accordance with applicable law.

7. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful handling of records.

While no system can be guaranteed completely secure, we take data protection seriously and regularly review our safeguards to reduce risk. We also encourage customers to provide only the information necessary for their service request.

8. International Transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place and the transfer is lawful. Any such transfer will be managed in a way that protects your rights and maintains an adequate level of security.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we operate. Any updated version will apply from the time it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we process personal data.

10. Scope of This Policy

This policy applies to all personal data we process in connection with our services and to all Man With Van Ilford customers in the area. By using our services, making an enquiry, or providing your information to us, you acknowledge that your data may be processed as described in this policy.

Summary of our approach: we collect only necessary information, process it on a valid lawful basis, keep it only as long as needed, share it only with trusted processors or where legally required, and respect your rights under data protection law.