Privacy Policy - Man And Van Twickenham

This Privacy Policy explains how Man And Van Twickenham collects, uses, stores, shares, and protects personal data when providing removals, transport, packing, and related services. It applies to all Man And Van Twickenham customers in the area, including individuals, households, landlords, tenants, and business clients who request our services or otherwise interact with us.

1. Who We Are

For the purposes of data protection law, Man And Van Twickenham acts as a data controller in relation to the personal information we decide to collect and how it is used. This means we are responsible for ensuring that your personal data is handled lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

We take data protection seriously and only collect personal information that is relevant to the delivery, administration, and improvement of our services. We aim to use clear and secure processes to protect the privacy of everyone whose data we handle.

2. Information We Collect

We may collect and process different types of personal data depending on how you use our services. The information we collect may include:

Identity data, such as your name and title.
Contact data, such as your address, email address, and telephone number.
Service details, such as property access information, moving dates, inventory notes, and service preferences.
Billing and payment data, such as invoicing details and payment status.
Communication data, including messages, enquiries, complaints, and service updates.
Technical data, such as basic website or device information if you interact with our digital systems.
Special instructions you provide to help us perform a move safely and efficiently.

We do not seek to collect more information than is necessary. However, in some cases, you may choose to share additional information with us to help us carry out a service more effectively.

3. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries.
To arrange, manage, and deliver removal and transport services.
To confirm bookings, schedules, and service requirements.
To process payments, issue invoices, and manage accounts.
To communicate with you about service changes, delays, or follow-up matters.
To maintain internal records and service histories.
To handle complaints, disputes, and insurance-related matters.
To improve our operations, customer service, and service quality.
To comply with legal, tax, accounting, and regulatory obligations.

We will only use your personal data in ways that are compatible with the purposes described in this policy, unless we are required or permitted by law to use it differently.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis. Depending on the situation, we may rely on one or more of the following bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, and completing services you have requested.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing customer relationships, improving services, preventing fraud, and protecting our business operations.

Legal obligation

We may process data where required to comply with the law, such as tax, accounting, insurance, or record-keeping obligations.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily agree to receive certain types of communications not required to perform our services. Where consent is used, you may withdraw it at any time.

We do not use personal data in a way that is incompatible with these lawful bases.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to provide our services, operate our business, or meet legal obligations. These third parties act as data processors or, in some cases, independent controllers.

Examples of processors and service providers may include:

Payment providers that process card or transfer payments.
Accounting and bookkeeping providers that support tax and financial administration.
IT and cloud service providers that store or secure business records.
Communication tools used to send booking updates or manage enquiries.
Insurance or claims handlers where data is needed to resolve a complaint or claim.
Professional advisers, such as legal or financial advisers, where necessary.

Where we use processors, we ensure they are contractually bound to protect personal data, use it only on our instructions, and apply appropriate security measures. We do not sell your personal data.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, contractual, accounting, and reporting requirements. The retention period depends on the type of data and the context in which it was obtained.

Typical retention considerations include:

Booking and service records are retained for as long as needed to manage the service and resolve any follow-up issues.
Financial records are retained for the period required by tax and accounting law.
Complaint or dispute records may be retained longer if necessary to establish, exercise, or defend legal claims.
General enquiries may be deleted once no longer needed for administration or customer service.

When personal data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices.

7. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access restrictions, secure storage, staff awareness, and appropriate supplier controls.

While no system can be guaranteed to be completely secure, we work to reduce risks and to respond appropriately if a data incident occurs.

8. Your Rights Under Data Protection Law

You have a number of rights regarding your personal data. Subject to legal limits and verification of identity, these may include:

The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain circumstances, sometimes called the right to be forgotten.
The right to restriction of processing where you want us to limit how we use your data.
The right to object to processing based on legitimate interests or direct marketing.
The right to data portability for information you provided to us in certain cases.
The right to withdraw consent where consent is the basis for processing.

You also have the right to raise concerns about how your data is handled. If you believe your data protection rights have been infringed, you may seek guidance from the relevant supervisory authority.

9. Children’s Data

Our services are intended for adults and businesses, and we do not knowingly collect personal data from children except where it is necessary and provided by an adult customer in connection with a service. If we become aware that personal data has been collected inappropriately, we will take steps to delete it where required.

10. International Transfers

In some cases, service providers may store or process data outside the UK. Where this happens, we will take steps to ensure that appropriate safeguards are in place so your data remains protected to a standard consistent with applicable law.

11. 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 date it is made available. We encourage customers to review it periodically so they remain informed about how their information is used.

12. Summary of Your Privacy

Man And Van Twickenham collects only the personal data needed to provide, manage, and improve our services. We process data on lawful bases including contract, legitimate interests, legal obligation, and, where appropriate, consent. We retain data only as long as necessary, use trusted processors under strict safeguards, and respect your data protection rights.

This policy applies to all Man And Van Twickenham customers in the area and is designed to ensure that your personal data is handled responsibly, transparently, and in compliance with applicable privacy laws.