Privacy Policy - Man With Van Shepherds Bush

This Privacy Policy explains how Man With Van Shepherds Bush collects, uses, stores, and protects personal data when providing moving, transport, and related services. It applies to all Man With Van Shepherds Bush customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Man With Van Shepherds Bush acts as the data controller for the personal data we collect and use in connection with our services. This means we determine why and how your personal data is processed. We take our obligations seriously and apply appropriate technical and organisational measures to protect the information entrusted to us.

2. Personal Data We Collect

We collect only the personal data necessary to provide our services, manage bookings, comply with legal obligations, and improve service quality. The data we collect may include:

Identity information such as your name, title, and, where necessary, proof of identity;
Contact details such as telephone number, email address, and service address;
Service information including booking details, move dates, property access instructions, item inventory, and special handling requirements;
Payment information such as billing details and transaction records;
Communication records including enquiries, complaints, feedback, and correspondence;
Technical data such as device or browser information if you interact with us online;
Operational data such as notes made by staff to help complete a move safely and efficiently.

We do not intentionally collect more personal information than is needed for the service provided. If we ever need to process special category data, such as information relating to disability or health for access and safety purposes, we will do so only where necessary and with suitable safeguards.

3. How We Use Personal Data

We use personal data to deliver and manage our services effectively. This may include:

Responding to enquiries and providing quotations;
Managing bookings, scheduling, and route planning;
Carrying out removals, loading, unloading, and delivery tasks;
Communicating service updates and operational information;
Processing invoices, payments, and refunds where applicable;
Handling disputes, complaints, and claims;
Meeting legal, tax, accounting, and insurance obligations;
Preventing fraud, misuse, or unlawful activity;
Improving service quality, training staff, and maintaining records.

We will only use your personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose or another lawful basis applies.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Depending on the context, 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 handling bookings, move arrangements, customer communications, billing, and delivery of services.

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 internal administration, service improvement, customer record keeping, fraud prevention, and business continuity.

Legal Obligation

We may process personal data where required to comply with legal obligations, such as tax laws, accounting duties, insurance requirements, or regulatory requests.

Consent

In limited situations, we may rely on your consent, for example where it is required for certain optional communications or specific processing activities. Where consent is used, you may withdraw it at any time without affecting processing already carried out lawfully.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, such as in an emergency involving health or safety during a removal.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties when necessary to run our business and provide our services. These third parties act as processors or independent controllers depending on the nature of their involvement.

Examples of processors may include:

Payment processors used to handle card or online payments securely;
Accounting and bookkeeping providers who assist with invoicing and financial records;
IT and cloud service providers who host, maintain, or support our systems;
Customer management software providers used for booking and communication management;
Storage or archive providers where records are securely retained;
Insurance and legal advisers where needed for claims, compliance, or dispute resolution;
Subcontractors or operational partners assisting with transport or delivery on our behalf.

Where we use processors, we require appropriate data protection terms so that your information is processed only on our instructions and with suitable security measures. We may also disclose data to public authorities, regulators, or law enforcement where legally required.

6. International Transfers

If any of our processors store or access data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual clauses. We take steps to make sure personal data receives a level of protection consistent with UK data protection standards.

7. Data Retention

We keep personal data only for as long as necessary for the purposes set out in this policy, including to meet legal, accounting, or reporting requirements. Retention periods depend on the type of data and the reason it was collected.

In general:

Booking and service records are retained for a reasonable period after completion of the service;
Financial and tax records are retained for the period required by law;
Complaint, claim, or dispute records may be kept for longer if necessary to resolve issues or defend legal claims;
Communications may be retained while needed to manage customer relationships and service history.

When data is no longer required, it is securely deleted, anonymised, or destroyed in accordance with our retention procedures.

8. Security of Your Data

We use appropriate measures to protect personal data against accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These may include access controls, secure storage, staff confidentiality obligations, and regular review of our procedures.

While we work hard to protect information, no method of transmission or storage is completely risk-free. We therefore encourage customers to share only the information necessary for their service and to notify us promptly if they believe any information has been compromised.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to legal limitations and exemptions. They 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 personal data in certain circumstances;
Right to restriction – to request limited use of your data in specific situations;
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;
Right to withdraw consent – where processing is based on consent;
Right to complain – to the Information Commissioner’s Office if you believe your rights have been infringed.

If you wish to exercise any of these rights, we will assess your request in line with applicable law and respond within the required timeframe. In some cases, we may need to retain certain information where we have a legal obligation or a compelling legitimate ground.

10. Marketing Communications

If we send you marketing communications, we will do so only where permitted by law. You can opt out of direct marketing at any time. Where you object, we will stop sending marketing messages to you as soon as reasonably practicable.

11. Children’s Data

Our services are generally intended for adults arranging transport, removals, or related services. We do not knowingly collect personal data from children except where it is incidentally included in service arrangements, and only where necessary and lawful.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. The updated version will apply once published or otherwise made available. We encourage customers to review it periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Man With Van Shepherds Bush is committed to processing personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear business purposes, retain it for appropriate periods, and share it only with trusted processors or where legally required. We respect your rights and take privacy seriously across every service we provide.

This policy applies to all Man With Van Shepherds Bush customers in the area.