Privacy Policy - Man With A Van Westkensington

Man With A Van Westkensington is committed to protecting the privacy and personal data of all customers in the West Kensington area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our moving, delivery, packing, storage, and related services. It applies to all Man With A Van Westkensington customers in the area, including individuals, households, landlords, tenants, and business clients who arrange services with us.

1. Who We Are

For the purposes of data protection law, Man With A Van Westkensington acts as the data controller for the personal data we collect and use in connection with our services. This means we determine how and why your personal information is processed. We take our responsibilities under the UK GDPR and the Data Protection Act 2018 seriously and aim to process personal data fairly, lawfully, and transparently.

2. Personal Data We Collect

We only collect information that is necessary for providing and managing our services. The categories of personal data we may collect include:

Identity details such as your name, title, and, where relevant, company name.
Contact details including your telephone number, email address, billing address, and service address.
Service information such as move dates, pickup and delivery locations, inventory lists, access instructions, and service preferences.
Payment information such as transaction details, invoice records, and payment confirmation. We do not retain full card details unless required by a secure payment provider.
Communication records including emails, messages, booking notes, and customer support correspondence.
Technical information where relevant, such as IP address or browser-related data if you interact with our digital systems.
Special instructions that may be necessary to carry out a move safely and efficiently, for example access arrangements or item handling notes.

We do not seek to collect unnecessary information. If you choose to provide data that is not required for our service, we will only use it where there is a lawful basis to do so.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and arrange bookings;
to deliver moving, packing, loading, unloading, and related services;
to communicate with you before, during, and after the service;
to process payments, invoices, and refunds where applicable;
to maintain internal records and service history;
to manage complaints, claims, and service disputes;
to comply with legal and regulatory obligations;
to improve our operations, planning, and customer service;
to protect our business, staff, and customers from fraud or misuse.

We only use personal data in ways that are compatible with the purpose for which it was collected, or where another lawful basis applies.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. The lawful bases we rely on may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing a quotation, confirming a booking, carrying out the move, and managing service-related communications.

Legal Obligation

We may process and retain certain information to comply with legal duties, such as accounting, tax, insurance, or record-keeping requirements.

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 improving service quality, preventing fraud, managing scheduling, responding to queries, and maintaining accurate records.

Consent

In limited situations, we may rely on your consent, for example where it is required for certain optional communications or additional data uses. If we rely on consent, you may withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties who support the operation of our business. These organisations act as processors when they process data on our instructions and are required to protect it appropriately.

Examples of processors and service providers may include:

IT and data storage providers;
email and communication service providers;
accounting and invoicing systems;
payment processing providers;
customer management and scheduling tools;
professional advisers, such as insurers or legal advisers, where necessary;
subcontracted operational partners involved in delivery or moving services, where required to complete the work.

Where we use processors, we take steps to ensure that appropriate data processing agreements are in place and that data is only handled for specified purposes. We do not sell your personal data.

We may also disclose information if required by law, by a court order, or to protect the rights, property, or safety of our customers, staff, or business.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and in line with legal, contractual, and operational requirements. Retention periods may vary depending on the type of data and the reason it is held.

Booking and service records may be kept for a reasonable period after completion to handle follow-up queries, complaints, or claims.
Financial records are usually retained for the period required by tax and accounting laws.
Communication records may be retained for customer service, quality assurance, and dispute resolution purposes.
Legal or insurance-related records may be retained for longer where necessary to defend or establish legal claims.

When data is no longer needed, we will securely delete it, anonymise it, or otherwise dispose of it in a safe and appropriate manner.

7. Data Security

We use reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting access to only those who need the information to perform their duties.

No method of transmission or storage is completely secure, but we work to maintain an appropriate level of protection based on the nature of the data and the risks involved.

8. Your Rights

Depending on the circumstances and the legal basis for processing, you may have the following rights under data protection law:

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 data.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to ask us to limit processing in certain circumstances.
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 we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and may need to verify your identity before taking action. Please note that some rights are not absolute and may be subject to legal exceptions.

9. International Transfers

If any processors or systems used by us store or process data outside the United Kingdom, we will take steps to ensure that appropriate safeguards are in place. These safeguards may include standard contractual protections or other lawful transfer mechanisms designed to keep your information protected.

10. Marketing Communications

We will only send marketing communications where permitted by law. If you receive such communications and no longer wish to do so, you may object to or opt out of them at any time. Service-related messages, such as booking confirmations or important updates, are not marketing communications and may still be sent where necessary for the contract.

11. Children’s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children except where it is incidentally included in service arrangements provided by a parent, guardian, or authorised adult. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

12. 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. The latest version will apply from the date it is issued. We encourage customers to review this policy periodically to stay informed about how their data is protected.

13. Summary of Our Commitment

Man With A Van Westkensington treats personal data with care and only uses it for legitimate business and legal purposes. We collect only what is needed, rely on appropriate lawful bases, keep data only for as long as necessary, use trusted processors with proper safeguards, and respect your rights as a data subject. This policy applies to all customers in the West Kensington area who use our services, and it is designed to ensure that your personal data is handled in a fair, secure, and lawful manner.