Privacy Policy - Man And Van Palmersgreen

This Privacy Policy explains how Man And Van Palmersgreen collects, uses, stores, shares, and protects personal data when providing removals, moving, transport, and related services. It applies to all Man And Van Palmersgreen customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

By using our services, making an enquiry, requesting a quote, booking a job, or communicating with us, you acknowledge that your personal information will be processed as described in this Policy.

1. Data We Collect

We collect only the information necessary to provide our services effectively and manage our business operations. The types of personal data we may collect include:

Identity information such as your name and title.
Contact details such as telephone number and email address.
Address information including collection and delivery addresses, billing address, and access instructions.
Booking information such as service dates, moving requirements, item descriptions, and property access details.
Payment information such as payment status, transaction references, and limited billing details.
Communication records including emails, messages, and notes from phone conversations.
Service-related information including inventory details, special handling instructions, and claims information.
Technical information if you interact with our digital systems, such as IP address, device information, and cookies where applicable.

We may also receive information from third parties where it is necessary to deliver services, such as from landlords, letting agents, property managers, estate agents, or business partners acting on your behalf. When we receive data from third parties, we only use it for the purpose for which it was provided.

2. How We Use Personal Data

We use your personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange and perform removals and transport services.
To manage bookings, scheduling, and job administration.
To communicate about your service, including changes, delays, and confirmations.
To process payments, manage invoices, and maintain business records.
To handle complaints, disputes, and insurance or damage claims.
To comply with legal and regulatory obligations.
To improve service quality, customer support, and internal record-keeping.
To protect against fraud, misuse, or unlawful activity.

We only collect data that is relevant and proportionate to the service requested. We do not sell your personal data.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for every use of personal data. Depending on the context, we rely on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling enquiries, preparing quotes, confirming bookings, completing moving services, and managing payments.

Legal Obligation

We may process data where necessary to comply with legal requirements, such as accounting rules, tax obligations, and record-keeping duties.

Legitimate Interests

We may process data for our legitimate business interests, provided your rights do not override those interests. This may include managing operations, improving services, preventing fraud, maintaining service records, and resolving disputes. We ensure any such processing is necessary and balanced against your privacy rights.

Consent

In limited situations, we may ask for your consent before using your data for a specific purpose. If consent is used as the lawful basis, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

4. How We Share Data

We may share personal data with carefully selected third parties when necessary to deliver our services or meet legal obligations. These third parties act as processors or independent controllers depending on the service they provide.

Examples of processors and service providers may include:

Payment providers that process card or bank transactions.
IT and cloud service providers that store or support business data systems.
Communication providers that enable email, messaging, and telephone services.
Accountancy or bookkeeping services that support financial administration.
Insurance providers where a claim or incident requires review.
Subcontracted movers or operational partners who assist in completing a booking.

Where processors are used, they are required to process personal data only on our instructions, to keep it secure, and to use it only for the agreed purpose. We seek to ensure that appropriate contractual safeguards are in place with all processors.

We may also disclose personal data where required by law, court order, or a lawful request from a public authority. In the event of a business transfer or restructuring, personal data may be shared with advisers or successor entities, subject to appropriate safeguards.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to satisfy legal, contractual, and operational requirements. Retention periods depend on the type of information and the reason for processing.

Enquiry and quote records may be retained for a reasonable period to manage follow-up and customer service.
Booking and service records may be retained for several years to support contract administration, dispute handling, and business accounting.
Financial records are kept in line with tax and accounting obligations.
Claims and complaint records may be retained longer if needed to resolve issues or defend legal claims.

When personal data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe and appropriate manner. We review retention practices periodically to ensure they remain proportionate.

6. Security of Personal Data

We take appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

While we work to protect personal data, no system can be guaranteed completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in accordance with applicable data protection law.

7. Your Rights

Under UK data protection law, you have a number of rights in relation to your personal data. These rights may apply in full or in part depending on the circumstances:

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 personal data in certain situations.
Right to restriction — to ask us to restrict 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, machine-readable format.
Right to withdraw consent — where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise any concerns directly so we can address them promptly and fairly.

8. Automated Decision-Making

We do not use personal data for automated decision-making that produces legal or similarly significant effects. If this changes in the future, we will update this Policy and provide the required information.

9. Children’s Data

Our services are intended for adults arranging removals or transport services. We do not knowingly collect personal data from children except where it is incidentally included in booking or household information provided by an adult customer. Where such data is included, it is processed only as necessary to provide the service.

10. International Transfers

Where personal data is processed by service providers outside the UK, we will ensure appropriate safeguards are in place to protect that data in accordance with applicable law. These safeguards may include adequacy regulations or approved contractual protections.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or the way we operate. The latest version will apply from the date it is made available. We encourage customers to review it periodically to stay informed about how personal data is handled.

12. General Statement

This Privacy Policy applies to all Man And Van Palmersgreen customers in the area and explains how we process personal data in connection with our moving and transport services. We aim to process information responsibly, keep it secure, and respect your privacy at every stage of the customer relationship.

By choosing our services, you trust us with information that may be personal and sensitive. We value that trust and work to maintain it through clear data protection practices, limited data use, and respect for your rights.

If you have questions about this Policy, you should review it alongside any service terms that apply to your booking.