Privacy Policy - Man With Van Shepherds Bush

This Privacy Policy explains how Man With Van Shepherds Bush collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Shepherds Bush customers in the area, including individuals and businesses who request or receive moving, transport, packing, collection, delivery, or related services. We are committed to handling personal information in a fair, lawful, transparent, and secure way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Man With Van Shepherds Bush provides local and regional moving and transport services. In the course of delivering our services, we may act as a data controller for the personal information we collect about our customers, prospects, suppliers, and other individuals whose data we process. This means we determine the purposes and methods of processing personal data for the services we provide.

2. Personal data we collect

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

Identity details: name, title, and related identification information.
Contact details: address, email address, telephone number, and delivery or collection location details.
Service information: booking details, moving dates, inventory notes, access requirements, and instructions relating to the removal or delivery of goods.
Payment and billing information: payment status, invoicing details, and transaction records. We do not store full card details where payment processing is handled by a third party.
Communication records: emails, messages, call notes, quotations, complaints, and service feedback.
Technical data: limited information gathered when you interact with our digital systems, such as IP address, device details, and usage logs, where applicable.
Special circumstances: if you voluntarily provide information that is sensitive or relates to specific access or assistance needs, we will only process it where necessary and with appropriate safeguards.

We aim to collect only the information that is necessary for the purposes described in this policy. We do not knowingly collect more data than needed for delivering our services, meeting legal obligations, or resolving legitimate operational matters.

3. How we collect your data

We may collect personal data directly from you when you:

request a quotation or booking;
communicate with us by phone, email, message, or in person;
provide delivery or access instructions;
make a payment or receive an invoice;
submit feedback, a complaint, or a query.

We may also receive personal data from third parties where necessary for service delivery, such as building managers, business clients, landlords, brokers, or payment providers, provided this is lawful and appropriate.

4. Lawful basis for processing

We only process personal data when we have a lawful basis under data protection law. Depending on the activity, we 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 arranging quotes, confirming bookings, delivering moving services, and handling related administration.

Legal obligation

We process personal data where required to comply with legal and regulatory obligations, such as tax, accounting, insurance, fraud prevention, and record-keeping requirements.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. These interests may include managing and improving our services, responding to enquiries, maintaining business records, protecting against misuse, and handling customer support.

Consent

In limited cases, we rely on your consent, for example where you voluntarily provide optional information or where consent is required by law. Where we rely on consent, you may withdraw it at any time.

Vital interests or public interest

These lawful bases are unlikely to apply in ordinary service delivery, but may be used in rare situations where necessary to protect someone???s life or where required by law.

5. How we use personal data

We use personal data to:

provide moving and transport services;
prepare quotations and invoices;
communicate with customers about bookings and service updates;
manage payment processing and records;
respond to complaints, claims, or disputes;
maintain business, legal, and operational records;
improve service quality and customer experience;
protect our business, customers, and staff from fraud, misuse, or unlawful activity.

We do not use your data for automated decision-making that produces legal or similarly significant effects without appropriate safeguards.

6. Data sharing and processors

We may share personal data with trusted third parties where necessary for the operation of our business and the delivery of services. These parties act as processors or independent controllers depending on the circumstances.

Processors

Processors are third parties that handle personal data on our behalf and only according to our instructions. They may include:

payment service providers;
accounting and bookkeeping providers;
IT and hosting service providers;
secure data storage and backup providers;
customer communication and administration tools;
professional advisers acting as processors where appropriate.

We require processors to implement appropriate technical and organisational measures to protect personal data and to process it only for specified purposes.

Other disclosures

We may also disclose personal data where necessary to:

comply with legal obligations or lawful requests from authorities;
protect our rights, property, or safety, or that of others;
respond to insurance matters, disputes, or claims;
carry out business transfers or restructuring, where permitted by law.

Where data is shared with independent controllers, such parties will be responsible for their own compliance with data protection law.

7. International transfers

If personal data is transferred outside the UK or the European Economic Area, we will take steps to ensure an adequate level of protection. This may include using approved contractual safeguards or other lawful transfer mechanisms. We only transfer personal data where there is a valid legal basis and appropriate protection in place.

8. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, insurance, and operational requirements. Retention periods depend on the type of data and the reason it was collected.

Customer and booking records: retained for the period needed to administer services and handle disputes.
Financial and tax records: retained for the period required by law.
Communication and complaint records: retained for as long as necessary to resolve issues and maintain business records.
Technical logs: retained for a limited period for security and operational purposes.

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

9. Security of personal data

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risk.

10. Your rights

Under data protection law, you have several rights in relation to your personal data, subject to legal limits and exemptions. 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 your data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain cases.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and may need to verify your identity before taking action. You also have the right to lodge a complaint with the UK Information Commissioner???s Office if you believe your data has been handled unlawfully.

11. Children???s data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary for a service and provided by a parent, guardian, or authorised adult on their behalf. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, practice, or our services. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

13. Summary of our privacy commitments

Man With Van Shepherds Bush is committed to collecting only the personal data needed to provide services, using it for lawful and clearly stated purposes, keeping it secure, and retaining it only as long as necessary. We apply this policy to all customers in the area and aim to process data in a transparent, fair, and respectful manner.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy and applicable data protection laws.