Privacy Policy - Man With Van Willesden

This Privacy Policy explains how Man With Van Willesden collects, uses, stores, shares, and protects personal data in connection with its moving, delivery, and related services. It applies to all Man With Van Willesden customers in the area, including prospective customers, existing customers, and anyone who contacts us to request a quote, make a booking, or ask about our services.

We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect data that is necessary for legitimate business purposes and we take appropriate steps to keep it secure.

1. Information We Collect

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

Identity data such as your name, title, and any business or organisation name you provide.
Contact data such as your address, service address, email address, and telephone number.
Booking and service data such as move dates, property access details, inventory lists, special handling instructions, and service preferences.
Payment data such as payment status, billing details, and transaction references. We do not intentionally store full payment card information unless it is required by the payment method used and handled securely by a payment processor.
Communication data such as emails, messages, call notes, complaints, and feedback.
Technical and usage data such as IP address, device type, browser information, and basic website interaction data where relevant to our systems.
Special instructions or access information that may be needed to complete a move safely, such as parking restrictions or entry requirements.

We generally collect personal data directly from you when you request a quote, book a service, correspond with us, or otherwise engage with our team. In some cases, we may receive information from third parties acting on your behalf, such as landlords, letting agents, building managers, or business representatives, where this is necessary for service delivery.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries.
To manage bookings and deliver moving or van services.
To communicate with you before, during, and after a job.
To arrange access, scheduling, parking, route planning, and safe handling of items.
To process payments, issue invoices, and maintain accounting records.
To manage customer service matters, complaints, and claims.
To improve our services, administration, and operational efficiency.
To meet legal, tax, insurance, and regulatory obligations.
To protect our business, staff, and customers from fraud, misuse, or unlawful activity.

We only use your data for the purposes for which it was collected unless we reasonably believe that we need to use it for another compatible purpose. If we need to use your data for an unrelated purpose, we will explain the legal basis for doing so.

3. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the circumstances, our lawful bases include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, confirming bookings, carrying out moving services, and managing payment and service administration.

Legal Obligation

We may process personal data where it is necessary to comply with legal and regulatory obligations, including accounting, tax, record-keeping, insurance, and responding to lawful requests from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided these interests are not overridden by your rights and freedoms. Our legitimate interests include managing our business efficiently, improving customer service, preventing fraud, protecting property, and maintaining records of services provided.

Consent

In limited circumstances, we may rely on your consent, for example if we need permission to use certain optional data or to send you specific types of marketing communications where required by law. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide our services. These third parties act as processors or independent controllers depending on their role.

Examples of processors and service providers may include:

IT and cloud storage providers that host our systems and records.
Accounting and bookkeeping services that help manage invoices and financial records.
Payment service providers that process transactions securely.
Communication and customer management platforms that support scheduling and correspondence.
Professional advisers such as insurers, legal advisers, and auditors where necessary.
Subcontracted service providers involved in completing a job, where applicable and only to the extent needed.

We require processors to handle personal data securely, only according to our instructions, and in compliance with applicable data protection law. We do not sell your personal data. We do not share personal data with third parties for unrelated marketing purposes without a valid legal basis.

In some cases, we may need to share data with public authorities, law enforcement, courts, or regulators if required by law or if necessary to protect our rights, staff, customers, or property.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, tax, and insurance requirements. Retention periods may vary depending on the type of data and the reason for processing.

As a general approach:

Booking and service records are retained for the period needed to manage the customer relationship and handle follow-up matters.
Financial and tax records are retained for the period required by law.
Correspondence and complaint records are retained for as long as needed to resolve the issue and for a reasonable period afterwards.
Technical logs are retained for a limited time for security and operational purposes.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, password protection, and restricted access to records.

However, no system is completely secure. While we do our best to protect your data, we cannot guarantee absolute security. We encourage you to keep your own information secure when communicating with us.

7. Your Rights

Under data protection law, you have several rights regarding your personal data. These may include:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – in certain circumstances, you can request deletion of your data.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal exceptions or limitations. If you wish to exercise any of your rights, we will respond in accordance with applicable law.

8. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children unless it is necessary in connection with a household move or service arrangement and provided by an adult customer or authorised representative. If we become aware that personal data has been collected unlawfully from a child, we will take appropriate steps to delete it.

9. International Transfers

Where any service provider stores or processes personal data outside the UK, we will take steps to ensure that appropriate safeguards are in place and that the transfer is protected in accordance with data protection law.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the time it is made available. We encourage you to review this policy periodically so that you remain informed about how we use personal data.

11. Summary of Our Commitment

Man With Van Willesden is committed to respecting your privacy and handling your personal data responsibly. We collect only the information needed to provide moving and related services, use it for clear and lawful purposes, retain it only as long as necessary, and share it only with trusted processors or when required by law. We also respect your rights and aim to respond to requests promptly and fairly.

If you are a customer in the Willesden area, this policy applies to you whenever you use our services, request a quote, or communicate with us in relation to a move or delivery.