Privacy Policy
Man with Van Hanwell Privacy Policy
This Privacy Policy explains how Man with Van Hanwell collects, uses, stores and protects personal data relating to customers and potential customers in the Hanwell area. It also explains your rights under the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, you acknowledge that you have read and understood this policy.
Scope of this Privacy Policy
This Privacy Policy applies to all Man with Van Hanwell customers and prospective customers in the Hanwell area who contact us, request a quotation, make a booking or otherwise use our services. It covers personal data collected both online and offline, including by phone, in writing and in person.
Data Controller
Man with Van Hanwell is the data controller for the personal data described in this policy. As data controller, we decide what personal data we collect, how it is used and how long it is retained, in line with applicable data protection law.
Personal Data We Collect
We collect and process only the personal data that is necessary for the provision of our services and the operation of our business. This may include the following categories of data.
Identification and contact details: name, address, service address, billing address and other contact information necessary to communicate with you.
Booking and service information: details about the service requested, collection and delivery addresses, property access information, dates and times of moves, inventory or description of items to be transported, special instructions and any related correspondence.
Payment and transaction data: payment confirmations or references, amounts charged, dates of payments and details of invoices. We do not store full payment card details; where card payments are used, they are processed securely by third-party payment processors.
Communication data: information contained in messages you send to us, such as enquiries, feedback, complaints or requests regarding your booking, and notes from any phone conversations that are relevant to your service.
Technical and usage data: limited technical information about how you interact with our online presence, such as basic device and browsing information, only where required for security, performance or analytics purposes.
Lawful Bases for Processing
We process your personal data under one or more of the following lawful bases:
Contract: to take steps at your request before entering into a contract and to perform a contract for moving or related services, including processing your booking, providing quotes, carrying out the move, issuing invoices and handling any changes or cancellations.
Legal obligation: to comply with legal and regulatory obligations, such as tax, accounting and insurance requirements, record keeping rules and responding to lawful requests from public authorities.
Legitimate interests: to pursue our legitimate business interests, provided your interests and fundamental rights do not override those interests. This may include managing our relationship with you, handling enquiries and complaints, improving our services, ensuring the security of our operations and preventing fraud or misuse.
Consent: in limited cases where required by law, we may rely on your explicit consent, for example, for certain forms of direct marketing. Where we rely on consent, you can withdraw it at any time.
How We Use Your Personal Data
We use personal data for the following purposes:
To provide and manage our services, including processing bookings, planning routes, allocating vehicles and staff, carrying out moves and providing customer support.
To communicate with you regarding quotes, bookings, service updates, reminders, changes, cancellations, invoices and follow-up queries.
To manage our business operations, including scheduling work, monitoring performance, training staff, maintaining appropriate records and improving the quality of our services.
To handle payments, refunds, invoicing and financial reporting in accordance with tax and accounting obligations.
To address queries, feedback, complaints or disputes, and to establish, exercise or defend legal claims.
To protect our business, our staff and our customers by ensuring security, preventing fraud and misuse of our services, and complying with health and safety obligations.
Data Retention
We keep personal data only for as long as is necessary for the purposes for which it was collected, or as required by law.
Service and booking records: typically retained for up to six years after the end of the relevant tax year to meet legal, tax and accounting requirements and to handle potential disputes.
General enquiries: basic contact and communication records from enquiries that do not lead to a booking may be kept for a shorter period, usually up to two years, to manage follow-up communication and improve our services.
Marketing data: where we rely on your consent or our legitimate interests for direct marketing, we will retain your contact details until you object, opt out or withdraw consent, or until the data is no longer needed for this purpose.
When retention periods expire, personal data is securely deleted, anonymised or destroyed.
Data Sharing and Processors
We do not sell your personal data. We may share your data with trusted third parties where necessary to provide our services or to meet legal and regulatory obligations.
Service and logistics partners: where required, we may work with subcontractors or logistics partners who assist in delivering the moving service. These parties act as data processors and are required to follow our instructions and protect your data.
Payment processors and financial institutions: to process payments securely and handle refunds or chargebacks.
Professional advisers: such as accountants, auditors, legal advisers and insurance providers, where necessary for business management, legal compliance or the handling of claims.
Public authorities: where we are legally required to share information, for example with tax authorities, regulators or law enforcement agencies.
All processors acting on our behalf are contractually required to protect personal data, use it only for the specified purposes and implement appropriate technical and organisational measures.
International Transfers
Our services are primarily provided within the United Kingdom. If we ever need to transfer personal data outside the UK or the European Economic Area, we will ensure that an adequate level of protection is in place, such as the use of approved standard contractual clauses or reliance on an adequacy decision, in accordance with data protection law.
Data Security
We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to staff and contractors who need it for their work, using secure systems and ensuring staff are aware of their data protection responsibilities. While we strive to protect your data, no transmission or storage system can be guaranteed to be completely secure.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and legal limitations.
Right of access: you can request confirmation that we process your personal data and obtain a copy of that data.
Right to rectification: you can ask us to correct or complete inaccurate or incomplete personal data.
Right to erasure: you can request the deletion of your personal data where there is no longer a legitimate reason for us to keep it, for example where it is no longer needed for the purpose for which it was collected, or if you withdraw consent and there is no other legal basis for processing.
Right to restriction: you can ask us to restrict the processing of your data in certain circumstances, for example while we are verifying its accuracy or considering an objection.
Right to object: you can object to processing based on our legitimate interests, including direct marketing, and we will stop processing unless we can demonstrate compelling legitimate grounds.
Right to data portability: where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used and machine-readable format, or transfer it to another organisation where technically feasible.
You also have the right to lodge a complaint with the Information Commissioner's Office if you believe that your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve your concerns.
Children's Data
Our services are intended for adults. We do not knowingly collect personal data relating to children for the purpose of providing our services. If we become aware that we have inadvertently collected such data, we will take appropriate steps to delete it.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any significant changes will apply from the date they are published in the current version of this policy. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.
