Privacy Policy - Man And Van Twickenham

This Privacy Policy explains how Man And Van Twickenham collects, uses, stores, and protects personal data in connection with the services we provide. It applies to all Man And Van Twickenham customers in the area, including individuals, households, landlords, tenants, and business customers who request removals, delivery support, packing assistance, storage-related transport, or any related moving service. We are committed to handling personal information fairly, lawfully, and transparently in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Twickenham is a service provider that assists customers with moving and transport-related services in and around Twickenham. In the course of operating our services, we act as a data controller for the personal data we collect and use to manage enquiries, bookings, service delivery, payments, customer support, and legal obligations.

2. Personal Data We Collect

We only collect personal data that is necessary for the provision and management of our services. Depending on how you interact with us, we may collect the following categories of information:

Identity data such as your name, title, and, where relevant, business name.
Contact data including telephone number, email address, billing address, pickup and delivery addresses, and other location details needed to complete a service.
Booking and service data such as moving dates, service requirements, item descriptions, access information, and special handling instructions.
Payment data such as transaction details, payment confirmation, and limited billing records. We do not keep unnecessary full payment card details where they are processed securely by payment providers.
Communication data including emails, messages, call notes, complaint details, and records of customer support interactions.
Technical data where applicable, such as IP address, device information, or website interaction data if you contact us through online channels.
Operational data such as insurance-related details, claim information, or evidence required to support a booking or resolve an issue.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service issue, complaint, or legal claim. If such data is provided, we will handle it with additional care and only where permitted by law.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To process bookings and arrange service delivery.
To communicate about your move or transport request.
To issue invoices, confirm payments, and manage accounting records.
To allocate staff, vehicles, and equipment appropriately.
To manage complaints, service issues, and claims.
To maintain our records, improve our services, and monitor service quality.
To comply with legal, tax, insurance, and regulatory obligations.
To defend or establish legal rights 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 a compatible purpose and that such use is permitted by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. We rely on the following legal grounds:

a) Contract

We process data when it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes handling enquiries, preparing quotes, confirming bookings, and carrying out moving or delivery services.

b) Legal Obligation

We may process and retain certain information because we are required to do so under law, including tax rules, accounting requirements, insurance obligations, and record-keeping duties.

c) Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, fraud prevention, internal record keeping, quality assurance, and handling disputes. When we rely on legitimate interests, we consider whether the processing is necessary and proportionate.

d) Consent

In limited circumstances, we may rely on your consent, for example where you voluntarily agree to receive certain marketing communications or where consent is required for a specific type of processing. Where consent is used, you have the right to withdraw it at any time.

5. Sharing Your Information and Processors

We may share personal data with trusted third parties, known as processors or service providers, where this is necessary to deliver our services or manage our business. These parties only process data on our instructions and are required to protect it appropriately.

Examples of processors may include:

Payment service providers who process card or electronic payments securely.
Accounting and bookkeeping providers who support invoicing, tax records, and financial administration.
IT and cloud service providers who host data, maintain systems, or support communications tools.
Communication providers who facilitate email, phone, or messaging services.
Insurance and legal advisers where needed to handle claims, disputes, or compliance matters.
Subcontracted service partners if they assist with the completion of a booking under our direction.

We may also disclose data to public authorities, courts, regulators, or law enforcement where required by law or necessary to protect our rights, customers, employees, or property.

We do not sell your personal data. Any sharing is limited to what is necessary and proportionate.

6. International Transfers

If any service provider stores or processes data outside the UK, we will take appropriate safeguards to ensure your information is protected in line with data protection law. These safeguards may include approved contractual terms or equivalent legal mechanisms.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, tax, insurance, and dispute-resolution requirements. Retention periods may vary depending on the nature of the record.

Enquiry records may be kept for a limited period if no booking is made.
Booking and service records are typically retained for the duration needed to complete the service and manage any follow-up issues.
Financial and tax records may be retained for the period required by law.
Complaint, claim, or dispute records may be retained for longer where necessary to defend legal rights.

When data is no longer needed, we will securely delete, anonymise, or archive it where appropriate.

8. Data Security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited access permissions, and staff awareness of confidentiality obligations. While no system can be guaranteed to be completely secure, we aim to maintain a level of protection appropriate to the risk.

9. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit the way we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
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. If you make a request, we may need to verify your identity before responding.

10. How to Exercise Your Rights

You can exercise your data protection rights by contacting us through the usual customer service channels used for booking and service management. We will respond within the time limits required by law, normally within one month, unless the request is complex or numerous. In that case, we may extend the response period as permitted by law and explain why.

11. Marketing

We may send service-related messages that are necessary for the management of your booking or account. We will only send marketing communications where permitted by law and, where required, with your consent. You may opt out of marketing at any time. Service notifications related to an existing booking may still be sent because they are necessary for contract performance.

12. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children for marketing or direct service purposes. If child-related information appears in service records, it is usually incidental and handled only as needed for the booked service or legal compliance.

13. 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 this policy periodically to stay informed about how personal data is handled.

14. Complaints

If you have concerns about how your personal data is handled, you may raise them with us first so that we can try to resolve 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.

Effective for all Man And Van Twickenham customers in the area.