Privacy Policy - Man With Van Chiswick

Effective date: This Privacy Policy applies to all Man With Van Chiswick customers in the area and explains how we collect, use, store, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018.

We are committed to processing personal data fairly, lawfully, and transparently. This policy applies whenever you request, book, receive, or enquire about our moving and transport services.

1. Who We Are

Man With Van Chiswick provides removal, transport, delivery, and related moving services for customers in Chiswick and surrounding areas. In the context of data protection law, we act as a data controller for the personal information we decide to collect and use in connection with our business operations.

This Privacy Policy explains what personal data we may collect, why we collect it, the lawful bases we rely on, how long we keep it, which third parties may process it on our behalf, and the rights available to you under data protection law.

2. Personal Data We Collect

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

Identity details: name, title, and any details you provide when making an enquiry or booking.
Contact details: phone number, email address, and service address.
Booking information: moving dates, collection and delivery locations, inventory descriptions, property access notes, and service preferences.
Payment and billing data: payment status, invoices, transaction references, and limited billing information.
Communication records: emails, messages, call notes, and any feedback or complaint details you share with us.
Service-related information: details necessary to complete a move safely and efficiently, including instructions about fragile items, parking access, stairs, lifts, and special handling requirements.
Technical information: limited information such as IP address or device information if it is collected through our digital systems, booking tools, or security logs.

We do not intentionally collect special category data unless you choose to share it and it is necessary for a specific request. If such information is provided, we will handle it with additional care and only where there is a lawful basis to do so.

3. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to arrange, confirm, and deliver our moving services;
to communicate about scheduling, access, and service updates;
to issue invoices, process payments, and manage accounting;
to maintain service records and resolve complaints or disputes;
to improve our services, operations, and customer experience;
to comply with legal, tax, and regulatory obligations;
to protect against fraud, misuse, or security incidents.

We only use your data where we have a valid reason to do so. We do not sell personal data and we do not use it for unrelated purposes without informing you when required.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for each category of processing. Depending on the situation, we may rely on one or more of the following:

Contract

We process personal data when it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes providing quotes, confirming bookings, completing moves, and handling related administration.

Legal Obligation

We may process information to comply with legal duties, such as tax, accounting, insurance, and record-keeping requirements.

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. This may include managing customer relationships, improving operations, preventing fraud, protecting our business, and keeping accurate internal records. Where we rely on legitimate interests, we assess the impact on your privacy and limit the data used to what is necessary.

Consent

In limited cases, we may ask for your consent, for example where specific optional communication or marketing activity is involved. If we rely on consent, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who process information on our behalf. These service providers act as processors and are only permitted to use personal data according to our instructions and applicable law. Examples may include:

payment service providers;
accounting and bookkeeping software providers;
IT, hosting, and security providers;
email and communication service providers;
storage or archive service providers;
professional advisers such as insurers, legal advisers, or accountants where necessary.

We may also disclose personal data where required by law, to protect our legal rights, or to help prevent fraud or criminal activity. Any processor we use must implement appropriate security measures and may only process your data for the agreed purpose.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods can vary depending on the type of information and why it is held.

In general:

booking and customer service records are retained for a reasonable period after the service is completed;
financial and tax records are kept for the period required by law;
complaint and dispute records may be kept for as long as needed to resolve the issue and manage legal claims;
data no longer required is securely deleted, anonymised, or archived.

We aim to retain no more data than is necessary. When data is no longer needed, we dispose of it securely and in line with our retention practices.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include access controls, secure storage, data minimisation, and restricted sharing with authorised personnel only.

Although we take reasonable steps to safeguard information, no system is completely secure. If a data incident occurs, we will assess it promptly and take action in accordance with applicable legal obligations.

8. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may include:

Right of access: request a copy of the personal data we hold about you.
Right to rectification: ask us to correct inaccurate or incomplete information.
Right to erasure: request deletion of your data in certain circumstances.
Right to restriction: ask us to limit how we use your data in certain cases.
Right to object: object to processing based on legitimate interests or direct marketing.
Right to data portability: request transfer of certain data where legally applicable.
Right to withdraw consent: withdraw consent where processing is based on consent.

You also have the right to raise concerns about how your personal data is handled with the UK data protection authority. We encourage you to contact us first so we can address your concerns promptly and fairly.

9. Children???s Data

Our services are intended for adults and business customers arranging removals or transport services. We do not knowingly collect personal data from children except where it is incidentally provided by an adult customer in connection with service delivery. If we become aware that we have collected such data without a lawful basis, we will take appropriate steps to remove it.

10. Automated Decision-Making

We do not carry out decisions based solely on automated processing that produce legal or similarly significant effects on individuals. If this changes in the future, we will update this policy and provide the required information.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our internal practices. When we do, we will revise the wording so that it remains accurate and transparent. We encourage customers to review this policy periodically to stay informed about how their data is used.

12. Summary of Key Principles

We collect only the personal data needed to provide moving and related services.
We process data under lawful bases such as contract, legal obligation, legitimate interests, or consent.
We keep data only for as long as required and then delete or anonymise it securely.
We share data only with trusted processors or where required by law.
We respect your privacy rights and aim to handle requests promptly.

By using Man With Van Chiswick services in the area, you acknowledge that this Privacy Policy applies to you. We are committed to protecting your personal data and using it responsibly, fairly, and in line with the law.