Man with Van Ilford Privacy Policy

This Privacy Policy explains how Man with Van Ilford collects, uses, stores, and protects personal data relating to our customers and prospective customers. It applies to all Man with Van Ilford customers, and to anyone who contacts us or uses our services in the Ilford area and surrounding locations. We are committed to protecting your privacy and processing your personal data in accordance with the UK General Data Protection Regulation and all applicable data protection laws.

Data Controller

For the purposes of data protection law, Man with Van Ilford is the data controller in respect of the personal data we collect and use in connection with our services. This means we determine the purposes and means of processing your personal data when you make an enquiry, request a quotation, or book a service with us.

Personal Data We Collect

We collect and process different categories of personal data in the course of providing our services. This may include:

Identification and contact details, such as your name, address, service address, billing address, and any alternative contact details you provide to us. Booking and service information, such as preferred dates and times, details of the items to be moved, property access information, and other instructions you give us to carry out the move. Communication records, including information contained in enquiries, quotations, confirmations, complaints, feedback, and any correspondence between you and us by phone, text, online forms, or other channels. Transaction and billing information, including amounts charged, payment status, and basic payment-related details sufficient for us to manage our accounts and records. Technical and usage information, such as basic information about how you interact with our online content and digital communication tools, where applicable. We do not knowingly collect special category data, such as health information or data revealing racial or ethnic origin, unless you choose to provide it to help us tailor our services, for example to accommodate mobility needs or access requirements.

How We Collect Your Data

We primarily collect personal data directly from you when you contact us to request information, ask for a quotation, or book a service. This may be via telephone, online contact forms, messaging tools, or in person. We may also collect limited personal data from publicly available sources where it is relevant to confirming service locations or verifying basic address information, as well as data generated by our internal systems such as booking and invoicing records.

Lawful Basis for Processing

We process your personal data only where we have a valid lawful basis under data protection law. Depending on the specific activity, this may include:

Performance of a contract. We use your personal data to provide quotations, confirm bookings, carry out removals and transport services, process payments, and manage any follow-up matters such as changes or complaints. Legal obligations. We may process and retain certain information to comply with accounting rules, tax requirements, and other legal or regulatory obligations. Legitimate interests. We may process your data where it is necessary for our legitimate business interests and where your interests, rights, and freedoms do not override these. This includes managing our business operations, handling enquiries, improving our services, and maintaining records of previous work. Consent. In limited cases, such as certain types of direct marketing communications, we may rely on your consent. Where consent is used, you can withdraw it at any time, and we will explain how to do this at the point where we request your consent.

How We Use Your Personal Data

We use personal data for the following purposes:

To provide and manage removal and transport services, including issuing quotations, scheduling services, allocating vehicles and staff, and completing your move. To communicate with you about your enquiries, bookings, changes to arrangements, and after-service feedback. To manage billing and payments, keep financial records, and handle refunds or disputes. To respond to complaints, queries, and requests to exercise your data protection rights. To operate, manage, and improve our business, including service planning, staff training, and quality control. To meet applicable legal and regulatory requirements and cooperate with regulators or law enforcement where required.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, or for longer periods where we are required to retain it by law. In general:

Core booking and invoicing records are usually kept for a number of years after the end of the financial year in which the transaction took place, in line with tax and accounting requirements. Communications relating to quotations, enquiries, and bookings may be retained for a reasonable period after our last interaction with you, to help with follow-up queries, repeat bookings, and dispute resolution. Where personal data is no longer needed for the purpose for which it was collected, and there is no legal or regulatory reason to retain it, we will securely delete it or anonymise it so that you can no longer be identified.

Data Sharing and Processors

We do not sell your personal data. We may share your data with trusted third parties where necessary to provide our services and manage our business. These may include:

Service providers acting as data processors, such as companies that provide booking systems, customer management tools, secure data storage, or accounting software. Professional advisers, such as accountants or legal advisers, who need access to certain data for professional or regulatory reasons. Payment service providers that help process your payments securely. Public authorities, regulators, or law enforcement agencies, where required by law or where necessary to protect our rights or the rights of others. When we use third party processors, we ensure that they only process your data on our instructions, take appropriate security measures, and are bound by contractual obligations consistent with this Privacy Policy and applicable data protection law.

International Transfers

Where any of our service providers are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place for any international transfers of personal data. These safeguards may include using countries that have been deemed to provide an adequate level of data protection or using standard contractual clauses approved under data protection law.

Data Security

We take reasonable and appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, destruction, or damage. These measures include limiting access to personal data to staff and service providers who need it to perform their duties, maintaining appropriate physical and digital security measures, and training relevant personnel in data protection responsibilities.

Your Data Protection Rights

As a data subject, you have a number of rights in relation to your personal data under data protection law. Subject to certain conditions and exemptions, these rights include:

Right of access. You can request confirmation that we process your personal data and obtain a copy of the personal data we hold about you. Right to rectification. You can ask us to correct or complete inaccurate or incomplete personal data. Right to erasure. You can ask us to delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing. Right to restriction of processing. You can request that we restrict the processing of your personal data in certain situations, such as while we are verifying its accuracy or assessing an objection you have raised. Right to object. You can object to processing that is based on our legitimate interests, including certain types of direct marketing. We will stop processing unless we can demonstrate compelling legitimate grounds to continue. Right to data portability. Where processing is based on consent or the performance of a contract and carried out by automated means, you can request that we provide your personal data in a structured, commonly used, and machine readable format, and where technically feasible, transmit it to another controller. If you wish to exercise any of these rights, please contact us using the usual communication channels you use for our services. We may need to verify your identity before responding to your request.

Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us in the first instance so we can address your concerns directly. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom if you believe your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, business practices, or legal obligations. Any updated version will apply to all new and existing customers in the Ilford area from the date it is published. We recommend that you review this page periodically to stay informed about how we process your personal data.