Privacy Policy - Man And Van Notting Hill

Last updated: This Privacy Policy explains how Man And Van Notting Hill collects, uses, stores, shares, and protects personal data when providing moving, delivery, packing, loading, unloading, and related services. It applies to all Man And Van Notting Hill customers in the area, including individuals, households, landlords, tenants, and business clients who use our services.

1. Who We Are

Man And Van Notting Hill provides local and long-distance removal and transport services. In the course of delivering those services, we may process personal data about customers, recipients, building managers, vendors, and other individuals connected with a move or delivery. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

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

Identity data: name, title, and any relevant business or household identifier.
Contact data: address, email address, telephone number, and delivery or collection details.
Service data: moving dates, inventory details, access notes, property type, and service preferences.
Payment data: billing information, transaction records, and payment confirmation details. We do not store unnecessary payment card data where it is processed by a secure payment provider.
Communication data: emails, messages, call notes, and complaints or service feedback.
Technical data: limited device or usage information if you interact with our digital systems, such as IP address or browser information where applicable.
Special category data: we do not intentionally collect special category personal data. If such information is incidentally provided, for example in access notes or occupancy details, it will be handled with appropriate care and only where necessary.

We collect data directly from you when you request a quotation, place a booking, confirm service instructions, or communicate with us. We may also receive data from third parties involved in arranging a move, such as estate agents, landlords, property managers, or business representatives, where relevant to the service.

3. How We Use Your Personal Data

We use personal data to operate our services efficiently and to meet legal and contractual obligations. Typical purposes include:

providing quotations and booking services;
arranging collections, deliveries, removals, packing, and storage-related coordination;
communicating about your booking, schedule, access arrangements, and service changes;
processing payments, invoices, refunds, and account records;
managing customer support, complaints, claims, and incident reporting;
maintaining records for accounting, tax, insurance, and regulatory purposes;
improving our operations, service quality, and customer experience;
protecting against fraud, misuse, or unauthorised access.

We will only use personal data for the purpose for which it was collected unless we reasonably consider that we need to use it for a compatible related purpose or another lawful reason.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. We rely on one or more of the following:

Contract: processing is necessary to provide our moving and transport services, prepare quotes, and fulfil booking obligations.
Legal obligation: processing is necessary to comply with tax, accounting, insurance, safety, or other legal requirements.
Legitimate interests: processing is necessary for our legitimate business interests, such as service administration, record keeping, security, and improving our services, provided these interests are not overridden by your rights and freedoms.
Consent: in limited circumstances, where required by law, we may rely on your consent, for example for optional marketing communications. You may withdraw consent at any time.

If we process any special category data, we will do so only where a lawful condition under UK GDPR applies and where necessary for the specific context in which the information was provided.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for our operations. These third parties act either as independent controllers or as processors acting on our instructions. We use appropriate contracts and safeguards to protect your data.

Examples of processors and service providers may include:

payment processing providers;
booking and administration software providers;
email, telephone, and communication service providers;
cloud storage and data hosting providers;
accountants, bookkeepers, and invoicing systems;
IT support and cybersecurity providers;
insurance or claims handling partners where required for a specific incident.

We may also disclose personal data if required by law, court order, regulatory request, or to protect our rights, property, staff, customers, or the public. Where possible, we limit the information shared to what is necessary for the purpose.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, tax, insurance, and operational requirements. The retention period depends on the type of record and the reason it is held.

Service and booking records: kept for the duration of the relationship and a reasonable period afterwards for administration and dispute handling.
Financial and invoice records: kept for the period required by tax and accounting law.
Complaints, claims, and incident records: kept as long as needed to resolve the matter and manage future legal obligations.
Marketing data: retained until you unsubscribe or object, or until it is no longer needed.

When personal data is no longer required, we will delete, anonymise, or securely destroy it in accordance with our retention practices.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and limited sharing on a need-to-know basis. No system is completely secure, but we work to reduce risk and respond promptly to any suspected incident.

8. Your Rights

As a data subject, you have rights under data protection law. Subject to legal limits, you may have the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict processing in certain situations;
object to processing based on legitimate interests or direct marketing;
data portability for information you provided to us where applicable;
withdraw consent where processing relies on consent;
make a complaint to the UK Information Commissioner’s Office if you believe your rights have been infringed.

To help protect your privacy, we may need to verify your identity before responding to a request. We will respond within the statutory timeframe unless an extension is permitted by law.

9. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we will take appropriate steps to ensure an adequate level of protection. This may include approved safeguards and contractual measures designed to protect personal data in line with applicable law.

10. Marketing Preferences

We only send marketing communications where permitted by law. If you receive optional marketing from us, you can opt out at any time. Unsubscribing or objecting will not affect service-related communications that are necessary for your booking, payment, or customer support.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically so they remain informed about how their information is handled.

12. Contact and Further Information

If you have questions about this Privacy Policy or how your personal data is handled, you may raise a privacy request through our usual customer service channels. If you are not satisfied with our response, you have the right to complain to the relevant supervisory authority.

This Privacy Policy is intended to be clear, fair, and compliant with applicable data protection requirements for all Man And Van Notting Hill customers in the area.