Privacy Policy - Man With Van Wembley

This Privacy Policy explains how Man With Van Wembley collects, uses, stores, shares, and protects personal data when providing moving, delivery, transport, and related services. It applies to all Man With Van Wembley customers in the area, including individuals, households, landlords, tenants, and businesses that use our services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Wembley acts as a data controller for personal information collected in connection with our services. This means we determine the purposes and means of processing personal data. In some cases, we may also act as a processor where we handle information strictly on behalf of a business customer under their instructions.

2. Personal Data We Collect

We collect only the data necessary to arrange and deliver our services, manage bookings, meet legal obligations, and improve customer experience. The categories of information we may collect include:

Identity information such as your name, title, and account or booking references.
Contact details such as phone number, email address, and service address.
Booking details including moving date, pickup and drop-off locations, property type, item descriptions, and access requirements.
Payment information such as billing details, transaction records, and payment status. We do not normally store full card details if payment is processed securely by a third-party provider.
Service communications including emails, messages, call notes, and any instructions you provide.
Identification or verification data where required for fraud prevention, insurance, or contractual reasons.
Technical data such as device type, browser type, or basic usage data if you interact with digital services connected to our operations.

We may also receive information from third parties, such as property managers, estate agents, business clients, or payment processors, where this is necessary to fulfil a booking or contractual arrangement.

3. How We Use Your Data

We process personal data for specific and limited purposes, including:

to provide quotes, confirm bookings, and complete moving or transport services;
to communicate with you before, during, and after a service;
to plan routes, allocate staff, and manage logistics;
to issue invoices, process payments, and maintain financial records;
to respond to queries, complaints, and service-related requests;
to comply with legal, regulatory, tax, and insurance requirements;
to prevent fraud, misuse, and security incidents;
to improve our operational efficiency and customer service standards.

We do not use your personal data for unrelated purposes without informing you or ensuring that a valid lawful basis exists.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Man With Van Wembley relies on the following bases:

a) Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming appointments, delivering services, and handling payment or service updates.

b) Legal Obligation

We may process data to comply with legal duties, such as accounting, tax record keeping, insurance obligations, or responding to lawful requests from authorities.

c) Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include managing operations, maintaining service quality, preventing fraud, and defending legal claims.

d) Consent

In limited cases, we may rely on your consent, for example when permission is needed for optional communications or certain forms of non-essential processing. Where consent is used, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data only when necessary and only with parties that are appropriately authorised. These may include:

Payment service providers who process payments securely on our behalf;
IT and system providers that support booking, storage, communication, and business administration tools;
Accountants or professional advisers who assist with financial, tax, or legal obligations;
Insurance providers where claims, incidents, or coverage matters require disclosure;
Subcontractors or drivers who assist in delivering the service;
Public authorities where disclosure is required by law or to protect rights, safety, or property.

Where third parties process personal data on our behalf, they act as data processors. They are only permitted to use the data in line with our instructions and must apply appropriate security measures and confidentiality obligations.

We do not sell your personal data.

6. International Transfers

If any service provider stores or processes data outside the United Kingdom, we will take appropriate steps to ensure your information remains protected. This may include the use of recognised safeguards such as adequacy regulations, standard contractual clauses, or equivalent legal mechanisms.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including meeting legal, accounting, and reporting obligations. Retention periods depend on the type of information and the reason for processing.

Booking and service records are generally kept for a reasonable period after completion to manage queries, disputes, and operational needs.
Financial and tax records are retained for the period required by law.
Communication records may be retained while needed to support customer service, claims handling, or legal defence.
Security or incident records may be kept until the matter is resolved and any related limitation periods have expired.

When data is no longer needed, it is securely deleted, anonymised, or archived in line with applicable retention procedures.

8. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, alteration, loss, or disclosure. These measures may include access controls, secure storage, limited permissions, staff confidentiality obligations, and monitoring of systems where appropriate. While no system can be guaranteed to be completely secure, we take data protection seriously and review safeguards regularly.

9. Your Rights

Under data protection law, you may have the following rights regarding your personal data:

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 information.
Right to erasure - to request deletion of 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.
Right to data portability - to receive certain data in a structured, commonly used format.
Right to withdraw consent - where processing is based on consent.

These rights are not absolute and may be subject to exceptions under applicable law. For example, we may need to retain certain information to comply with legal obligations or to establish, exercise, or defend legal claims.

10. Children’s Data

Our services are generally intended for adults arranging moving or transport services. We do not knowingly collect personal data from children except where it is necessary and lawful in connection with a customer request or household arrangement. If we become aware that data has been collected unlawfully, we will take appropriate steps to delete or safeguard it.

11. Automated Decision-Making

We do not use personal data for decisions based solely on automated processing that produce legal or similarly significant effects. If this changes, we will update this policy and provide relevant information about the logic involved and your rights.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. Any revised version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. How We Handle Requests

If you wish to exercise your rights, raise a concern, or request further information about how your data is used, we will assess the request in line with applicable law. We may need to verify your identity before acting on a request to ensure personal data is protected from unauthorised access.

Man With Van Wembley is committed to ensuring that personal data is processed responsibly, securely, and only for legitimate purposes. By using our services, you acknowledge that your information may be used as described in this Privacy Policy and in accordance with applicable data protection laws.