Privacy Policy - Man With Van Twickenham

This Privacy Policy explains how Man With Van Twickenham collects, uses, stores, shares, and protects personal data when providing removal, transport, lifting, loading, and related moving services. It applies to all Man With Van Twickenham customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or interact with us during a booking or service enquiry.

We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is written to help you understand what data we process, why we process it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Personal Data We Collect

We collect only the personal data that is necessary to provide our services, manage bookings, communicate with customers, and meet legal or operational obligations. The type of information we may collect includes the following:

Identity details such as your name, title, and any business or company name you provide.
Contact information including telephone number, email address, and moving or service address.
Booking information such as moving date, collection and delivery locations, property access details, service requirements, and inventory or item descriptions.
Payment-related data such as billing details, transaction status, and proof of payment. We do not intentionally store full payment card details where payment is handled by a secure payment processor.
Correspondence including messages, phone notes, complaint records, feedback, and other communications related to your booking or service.
Service and operational data such as delivery notes, driver allocation, route information, job completion records, and damage or incident reports where relevant.
Technical information where applicable, such as basic device or browser data used for security, fraud prevention, or website performance.

We do not seek to collect special category personal data unless it is strictly necessary and you choose to provide it for a particular reason. If such information is ever supplied, we will only process it where a valid legal basis applies and additional safeguards are in place.

2. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings and deliver moving services.
To confirm access arrangements, schedules, and service instructions.
To process payments, invoices, and accounting records.
To handle complaints, queries, and after-service support.
To improve service quality, training, and operational planning.
To protect against fraud, misuse, or unauthorised activity.
To comply with legal, regulatory, tax, and insurance obligations.

We only use personal data in ways that are compatible with the reason it was collected, unless we have a lawful basis for a new purpose and, where required, we inform you about that use.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Depending on the context, we may rely on one or more of the following:

Performance of a Contract

Most of the data we process is necessary to perform our contract with you or to take steps at your request before entering into a contract. This includes arranging moving services, communicating about the job, and completing related administrative tasks.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service improvement, record keeping, operational security, and preventing fraud or misuse.

Legal Obligation

We may need to process and retain certain information to comply with legal obligations, such as accounting rules, tax requirements, insurance records, or obligations connected to dispute resolution.

Consent

In limited situations, we may rely on your consent, particularly where the law requires it. If we ask for consent, you are free to withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

4. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Retention periods may vary depending on the type of record and our legal or operational needs.

Booking and service records are generally kept for a reasonable period after completion to deal with follow-up queries, disputes, or warranty-related issues.
Financial and accounting records are usually retained for the period required under tax and accounting law.
Complaint and correspondence records may be retained for as long as needed to resolve the matter and support service accountability.
Security-related records may be retained for a shorter or longer period depending on the need to investigate incidents or protect our business and customers.

When personal data is no longer needed, we will delete, anonymise, or securely destroy it. In determining retention periods, we consider the nature of the information, the purpose of processing, legal obligations, and any relevant limitation periods for claims.

5. Processors and Third Parties

We may share personal data with trusted service providers and other third parties who act as processors on our behalf or as independent controllers where necessary. These parties are only allowed to process information according to our instructions or their own legal responsibilities.

Examples of processors or third parties may include:

IT and cloud storage providers that help us store and secure data.
Payment service providers that process transactions securely.
Accounting or bookkeeping services that support financial record keeping.
Communication platforms used for emails, messaging, or customer notifications.
Insurance providers, where claims or incidents require data sharing.
Legal, tax, or compliance advisers when professional advice is needed.

Where a processor is used, we take steps to ensure they provide appropriate technical and organisational safeguards, including confidentiality obligations and data protection commitments. We do not sell your personal data.

6. International Transfers

If any personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place to protect it. Such safeguards may include adequacy regulations, approved contractual protections, or other lawful transfer mechanisms recognised under data protection law.

7. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and procedures designed to reduce the risk of misuse.

Although no system can be guaranteed to be completely secure, we work to maintain a level of security that is appropriate to the nature of the data we process and the risks involved.

8. Your Rights

As a data subject, you have a number of rights under data protection law. These rights apply subject to certain conditions and exemptions.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can request correction of inaccurate or incomplete information.
Right to erasure – you can ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – you may request that certain data be provided to you or another controller in a structured, commonly used format.
Right to withdraw consent – where consent is used, 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 handle requests within the time limits set by law.

9. Children’s Data

Our services are intended for adults or adult representatives arranging removals and related logistics. We do not intentionally collect personal data from children. If we become aware that we have inadvertently received such data without appropriate consent or legal basis, we will take steps to delete it where appropriate.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our internal practices. The latest version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically so they remain informed about how their data is handled.

11. Summary of Our Commitment

Man With Van Twickenham takes privacy seriously and aims to process personal data in a way that is lawful, secure, transparent, and limited to what is necessary. We collect only the information needed to provide services, use it under a valid lawful basis, retain it only for appropriate periods, and share it only with processors or parties who have a legitimate role in delivering or supporting our services. We also respect your rights and will respond to requests in accordance with applicable data protection law.

This Privacy Policy applies to all Man With Van Twickenham customers in the area and is designed to provide clear information about how your personal data is handled throughout the customer relationship.