Privacy Policy - Man With Van Southkensington

This Privacy Policy explains how Man With Van Southkensington collects, uses, stores, shares, and protects personal data when providing services to customers in the South Kensington area. It applies to all Man With Van Southkensington customers in the area, including individuals and businesses who enquire about, book, or receive removal, transport, packing, loading, unloading, and related moving services.

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

1. Information We Collect

We may collect and process different types of personal data depending on how you interact with us and which services you request. The categories of data we may collect include:

Identity details such as your name, title, and, where relevant, business name.
Contact details such as your telephone number, email address, and service address.
Service information including moving date, pickup and delivery locations, inventory information, access notes, special handling requirements, and instructions.
Payment information such as billing details and payment records. We do not store card security details unless this is handled by a secure payment processor.
Communication records including emails, messages, notes from calls, complaint details, and customer feedback.
Technical information where relevant, such as device type, IP address, or browsing activity if you use any digital enquiry form or online service associated with us.
Special category data only where necessary and only if you choose to provide it, for example information about access needs, mobility requirements, or other details needed to support a safe and efficient move. We ask that you only share information that is strictly relevant to the service.

We normally collect personal data directly from you when you request a quote, book a service, communicate with us, or complete forms. In some cases, we may also receive information from third parties such as a property manager, landlord, estate agent, business client, or person arranging the move on your behalf.

2. How We Use Your Data

We only use personal data where we have a valid reason to do so. The main purposes for which we process information are:

to provide quotations and arrange moving services;
to manage bookings, schedules, and operational planning;
to communicate with you before, during, and after a service;
to handle payments, invoicing, and account records;
to meet legal, tax, and accounting obligations;
to respond to enquiries, complaints, or claims;
to maintain business records and improve our services;
to protect against fraud, misuse, or unauthorised access;
to ensure health, safety, and security during removals and transport.

We use your data only for the purposes that are necessary and proportionate. We do not sell personal data. We also do not use your information for unrelated purposes unless the law allows it or you have given clear permission.

3. Lawful Basis for Processing

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

Contract

We process your personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes preparing a quote, arranging your move, and delivering the agreed service.

Legal Obligation

We may need to process and retain certain records to comply with legal obligations, including tax, accounting, insurance, and regulatory requirements.

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 improving our services, keeping accurate business records, managing operational planning, preventing fraud, and handling customer queries.

Consent

In limited situations, we may rely on your consent, particularly where we process optional information that is not necessary for the contract or legal compliance. Where consent is used, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before withdrawal.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties where necessary for service delivery, administration, or legal compliance. These parties act either as independent controllers or as processors acting on our instructions.

Processors are organisations that process personal data on our behalf. They may include:

payment service providers;
bookkeeping, accounting, and invoicing systems;
customer communication and email service providers;
IT support, data storage, and software providers;
subcontracted moving personnel or logistics partners where necessary to complete a move;
insurance providers, legal advisers, or claims handlers where required.

We require processors to protect your data, use it only for the specified purpose, and comply with applicable data protection law. Where personal data is shared with service partners, we ensure appropriate contractual safeguards are in place.

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

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. The length of retention depends on the type of data and the reason it was collected.

Quotation and booking records may be retained for a reasonable period in case you return for future services or for dispute resolution.
Invoices, payment records, and tax information are retained for the period required by law.
Communication records may be retained for customer service, quality assurance, and record-keeping purposes.
Claims or complaint records may be retained longer where necessary to defend or resolve a legal claim.

When data is no longer needed, we will securely delete, anonymise, or destroy it. If data is stored in backup systems, it will be removed in line with routine backup cycles and security practices.

6. Your Rights

As a data subject under UK GDPR, you have several rights regarding your personal data. These rights may be subject to legal conditions and exemptions, but we will always assess your request carefully. Your rights include:

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete information.
Right to erasure – in some cases, you may ask us to delete your data.
Right to restriction – you may ask us to limit how we use your data in certain circumstances.
Right to object – you may object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – you may request a copy of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled improperly. We encourage you to raise any concerns with us first so we can try to resolve the matter promptly and fairly.

7. Security of Your Information

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include restricted access, secure storage, staff awareness, and careful selection of processors.

Although we take security seriously, no system is completely risk-free. We therefore cannot guarantee absolute security, but we work continuously to reduce risk and protect your information.

8. International Transfers

Where personal data is processed outside the United Kingdom, we will ensure that suitable safeguards are in place in accordance with applicable data protection law. This may include the use of approved contractual protections or transfers to countries recognised as providing an adequate level of protection.

9. 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 published. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

10. Summary of Our Commitment

Man With Van Southkensington is committed to processing personal data responsibly, securely, and transparently. We collect only the information needed to deliver moving services, use it for clear and lawful purposes, retain it only as long as necessary, and protect your rights at every stage. If you are a customer in the South Kensington area, this policy applies to the personal data we process in connection with your enquiries, bookings, and completed services.

By using our services, you acknowledge that you have read and understood this Privacy Policy.