Privacy Policy - Man With Van Hampstead

This Privacy Policy explains how Man With Van Hampstead collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Hampstead customers in the area, including individuals and businesses who request, receive, or enquire about our moving, transport, delivery, packing, loading, unloading, and related services.

We are committed to handling personal data in a lawful, fair, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read this policy carefully to understand your rights and our responsibilities.

1. Who We Are

For the purposes of data protection law, Man With Van Hampstead acts as the data controller when we determine why and how your personal data is processed. This means we are responsible for ensuring that your information is used appropriately and protected against unauthorised access, loss, or misuse.

Personal data means any information relating to an identified or identifiable individual. This may include names, addresses, contact details, booking information, payment-related details, and any other information you provide to us in connection with our services.

2. Data We Collect

We collect only the information that is necessary to provide and manage our services, comply with legal obligations, and improve our operations. The types of personal data we may collect include:

Identity details such as your name and, where relevant, the name of your business or organisation.
Contact details such as your phone number, email address, and service address.
Booking and service details including requested service dates, pickup and delivery locations, property access details, item lists, and special handling requirements.
Payment information such as billing details and transaction records.
Communication records including emails, messages, notes from phone calls, and any feedback or complaints.
Technical information when you interact with our digital systems, such as IP address, device information, and usage logs, where applicable.
Special instructions you may provide regarding fragile items, access restrictions, or timing preferences.

We do not intentionally collect sensitive personal data unless it is necessary and you choose to provide it. If such data is provided, we will only process it where we have a lawful basis to do so and where it is relevant to the service.

3. How We Use Your Data

We use personal data to deliver our services efficiently and responsibly. Typical purposes include:

processing enquiries and providing quotations;
managing bookings and scheduling removals or transport services;
communicating with you about your service request;
coordinating staff, vehicles, and logistics;
processing payments and maintaining accurate financial records;
handling complaints, claims, or service issues;
meeting legal, tax, accounting, and regulatory requirements;
improving our services, operations, and customer experience;
protecting against fraud, misuse, or unlawful activity.

We only use your personal data for the purpose for which it was collected, unless we reasonably consider that we need to use it for a compatible purpose or where the law allows or requires us to do so.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing personal data. Depending on the context, we rely on one or more of the following legal bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes arranging a move, confirming service details, delivering the service, and handling payment or follow-up actions.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests and where your rights and freedoms do not override those interests. This may include service management, record keeping, security, quality control, and internal business administration.

Legal Obligation

We may process and retain certain information where required by law, including for tax, accounting, insurance, fraud prevention, or regulatory compliance purposes.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide information that is not essential to the service or agree to specific processing. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Your Data and Processors

We do not sell your personal data. However, we may share it with trusted third parties who help us provide our services or operate our business. These parties act either as processors or independent controllers, depending on the nature of the service they provide.

Examples of processors may include:

IT and software providers that support booking, communication, or record management systems;
accounting and bookkeeping service providers;
payment processing providers;
storage or document management services;
professional advisers who support legal, insurance, or regulatory matters;
subcontractors or operational partners assisting with the delivery of the service, where needed.

Where we use processors, we ensure that they are bound by appropriate contractual obligations to process personal data only on our instructions, protect it securely, and comply with data protection law. We also take reasonable steps to ensure that any third party receiving personal data applies adequate safeguards.

We may also disclose personal data if required to do so by law, court order, law enforcement request, or to protect our rights, property, staff, customers, or the public.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting obligations. Retention periods may vary depending on the type of record and the reason it is held.

In general:

booking and service records are kept for as long as needed to manage the service and address any follow-up matters;
financial and invoicing records are retained for the period required by tax and accounting law;
complaints, claims, and correspondence may be kept for a reasonable period to resolve disputes and demonstrate compliance;
technical or operational logs are retained only for as long as necessary for security, troubleshooting, or system administration.

When personal data is no longer needed, we will delete it securely, anonymise it, or archive it where appropriate. We review retention needs periodically to ensure data is not kept longer than necessary.

7. Security of Your Data

We take appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted sharing on a need-to-know basis.

Although we work hard to protect your information, no system can be guaranteed to be completely secure. If we become aware of a data breach affecting your personal data, we will act in accordance with applicable legal obligations.

8. International Transfers

Where personal data is transferred outside the UK, we will only do so if appropriate safeguards are in place. This may include the use of approved contractual protections or transfers to countries recognised as providing adequate protection. We will ensure that any such transfer complies with data protection requirements.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights are not absolute and may depend on the circumstances of the request. Your rights 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 information.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how your data is used in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – to receive certain data in a structured, commonly used format, where the legal conditions are met.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond within the time limits required by law. In some cases, we may need to verify your identity before fulfilling your request.

10. Children’s Data

Our services are generally intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in connection with a service request made by an adult and is lawful to process. If we become aware that we have collected data unlawfully from a child, we will take appropriate steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or the way we process personal data. The most current version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how we protect personal information.

12. Complaints

If you have concerns about how your personal data is handled, we encourage you to raise them with us first so we can try to resolve the matter promptly and fairly. 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 infringed.

In summary, Man With Van Hampstead processes personal data only where it is necessary, lawful, and proportionate. We aim to keep your information secure, use it responsibly, and respect your rights at every stage of our service relationship.