Privacy Policy - Man And Van West Hampstead

This Privacy Policy explains how Man And Van West Hampstead collects, uses, stores, shares, and protects personal data in connection with the services it provides. It applies to all Man And Van West Hampstead customers in the area, including individuals and businesses who request quotations, book services, make enquiries, or otherwise interact with us. 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

Man And Van West Hampstead provides moving, removal, and transport-related services. In doing so, we may process personal data relating to customers, prospective customers, suppliers, and other individuals connected with a booking or enquiry. For the purposes of data protection law, we act as the data controller for the personal data we collect and use for our own business purposes.

2. Personal Data We Collect

We collect only the personal data necessary to provide and manage our services, respond to enquiries, maintain records, and meet legal obligations. The types of data we may collect include:

Identity data such as your name and title.
Contact data such as telephone number, email address, and service address.
Booking and service data including move details, preferred dates, access information, inventory notes, and service instructions.
Payment and transaction data such as payment status, invoicing records, and billing details.
Communication data including messages, call notes, complaint records, and feedback.
Technical data where applicable, such as device or browser information when you interact with our digital services.
Special category data only where strictly necessary and where you choose to provide it, for example if it is relevant to access needs or service arrangements. We do not seek to collect special category data as a routine matter.

We generally collect personal data directly from you when you request a quote, make a booking, communicate with us, or use our services. In some cases, we may receive data from third parties such as an employer, landlord, letting agent, estate agent, or another person arranging services on your behalf.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and confirm service availability;
to manage and fulfil bookings;
to communicate about your move or removal arrangements;
to process payments and issue records;
to handle customer service requests, complaints, and disputes;
to maintain internal records and business administration;
to improve our services and customer experience;
to comply with legal, tax, accounting, and regulatory obligations;
to establish, exercise, or defend legal claims where necessary.

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

4. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, carrying out removals, and managing related communications.

Legal Obligation

We may process and retain certain information to comply with legal requirements, including accounting, tax, insurance, and record-keeping obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include administrative management, service improvement, fraud prevention, internal reporting, and handling disputes. Where we rely on legitimate interests, we assess the impact on your privacy and use appropriate safeguards.

Consent

In limited situations, we may rely on your consent, for example where you choose to provide optional information or agree to certain types of communication. Where consent is used, you may withdraw it at any time.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and deliver services. These third parties act as processors or independent controllers depending on the context. Processors only act on our instructions and are required to protect your data.

Examples of processors may include:

IT and hosting service providers;
email, messaging, and communication platforms;
accounting and invoicing systems;
payment service providers;
customer management or booking software providers;
storage and document management providers;
professional advisers such as accountants, insurers, or legal advisers where necessary.

We may also disclose personal data to law enforcement, regulators, courts, or other authorities if required by law or if necessary to protect our rights, the rights of others, or the security of our operations. We do not sell personal data.

6. International Transfers

If any processor stores or accesses personal data outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under UK data protection law.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, or reporting obligations. Retention periods vary depending on the nature of the data and our legal obligations.

In general:

booking and customer service records are kept for a period necessary to manage the service and resolve any issues;
financial records are kept for the period required by tax and accounting law;
complaint, dispute, and claims-related information may be retained for longer if needed to defend or establish legal claims;
unused enquiry records may be deleted after a reasonable period if no further contact occurs.

When data is no longer needed, it is securely deleted or anonymised.

8. Data Security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and limitations on who can access customer records. While we take reasonable steps to safeguard your information, no system can be guaranteed completely secure.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the legal basis for processing and the circumstances of your request.

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

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the legal time limits set by data protection law.

10. 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 the context of a booking arranged by an adult and only to the extent required for service delivery. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or service arrangements. Any updated version will apply from the date it is issued. We encourage customers in the West Hampstead area to review this policy periodically so they remain informed about how their data is handled.

12. Complaints

If you have concerns about how your personal data is handled, you may raise them with us so we can review the matter. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been breached.

Summary: This policy explains how Man And Van West Hampstead collects, uses, shares, stores, and protects customer data, along with lawful bases, retention, processors, and user rights.