Privacy Policy - Man And Van Walthamstow

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

1. Data We Collect

We collect only the data needed to provide our services, manage bookings, meet legal obligations, and improve customer support. The information we may collect includes:

Identity details such as your name and, where relevant, the name of an authorised representative.
Contact details such as phone number, postal address, and email address.
Booking and service details including moving date, collection and delivery addresses, access information, inventory details, and any special instructions.
Payment information such as payment status, transaction reference, and limited billing details. In most cases, card data is processed by secure third-party payment providers and is not stored by us in full.
Communication records including enquiry messages, quotes, confirmations, complaints, and service updates.
Property and logistical information such as floor level, parking arrangements, item dimensions, and access conditions needed to complete the job safely.
Technical data that may be gathered through standard website or device interactions, such as IP address, browser type, and usage data, where applicable.

We do not intentionally collect more information than is required for the service. If you provide details about vulnerable circumstances, health-related access needs, or other sensitive information to help us perform the service safely, we will only use that information for the specific purpose for which it was shared and will treat it with enhanced care.

2. How We Use Personal Data

We use personal data to deliver and manage our removal and transport services efficiently and responsibly. Typical uses include:

responding to enquiries and providing quotations;
planning, scheduling, and completing bookings;
communicating with customers about access, timing, and service changes;
processing payments and managing invoices or receipts;
handling customer service matters, complaints, or claims;
maintaining records for accounting, insurance, and legal compliance;
improving our service quality, internal processes, and customer experience;
protecting against fraud, misuse, or security incidents;
meeting our legal and regulatory obligations.

We only use personal data for compatible purposes and keep our use proportionate to the service provided. Where we rely on consent, you may withdraw it at any time, subject to legal or operational limits.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we may rely on one or more of the following grounds:

Performance of a Contract

We process personal data where it is necessary to provide a quote, arrange a booking, carry out a move, issue invoices, or fulfil our obligations under a contract with you.

Legal Obligation

We may process and retain data where required by tax law, accounting rules, insurance requirements, or other legal obligations.

Legitimate Interests

We may use personal data for legitimate business interests, such as managing operations, improving services, maintaining security, preventing fraud, and keeping proper records. When relying on legitimate interests, we consider whether our interests are overridden by your rights and freedoms.

Consent

In limited cases, we may ask for your consent, for example where optional marketing or non-essential communications are involved. If consent is used as the basis, you may change your mind at any time.

Vital Interests

In rare cases, we may process data to protect someone’s vital interests, such as where urgent action is needed during a service to prevent harm.

4. Sharing Data and Processors

We may share personal data only when necessary and appropriate. We do not sell personal data. However, we may disclose information to trusted third parties who help us operate our business. These parties act as processors or, in some cases, independent controllers.

Payment providers that securely process card or electronic payments.
Accounting and invoicing providers that support financial administration.
IT, hosting, and cloud service providers that store or secure data systems.
Communication service providers used for sending booking confirmations or service updates.
Insurance providers and claims handlers where required to assess or manage incidents.
Professional advisers such as accountants or legal advisers where necessary for compliance or dispute handling.
Subcontracted crew or partner service providers where needed to deliver the move or related service.

All processors are expected to handle data securely, process it only on our instructions, and apply appropriate technical and organisational safeguards. Where data is transferred outside the UK, we ensure that suitable protection measures are in place in line with applicable law.

5. Data Retention

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

Booking and service records are typically kept for a period necessary to manage the service, handle complaints, and meet business recordkeeping needs.
Invoice and payment records are retained for the period required by tax and accounting law.
Communication records may be held for a reasonable period to support customer service and dispute resolution.
Claims or incident records may be retained for longer where needed for insurance, legal defence, or statutory limitation periods.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. Retention is reviewed periodically to ensure information is not kept longer than necessary.

6. Data Security

We take appropriate measures to protect personal data against unauthorised access, alteration, disclosure, loss, or destruction. These may include access controls, secure storage, limited staff permissions, password protection, and regular review of data-handling practices. While no system can be guaranteed completely secure, we work to maintain a level of security suitable to the nature of the information we process.

7. Your Rights

Subject to legal conditions and exemptions, you 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 circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
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 processing is based on consent.

You also have the right to raise concerns about how your data is handled. If you believe your data protection rights have not been respected, you may contact the relevant supervisory authority in the UK.

8. Children’s Data

Our services are intended for adult customers and authorised representatives. We do not knowingly collect personal data from children except where it is incidentally included in service-related information and only when necessary for the delivery of the service or safeguarding-related communication. If we become aware that we have collected children’s data unnecessarily, we will take steps to delete it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date it becomes effective. We encourage customers to review it periodically so they remain informed about how their personal data is handled.

10. Fair and Transparent Processing

We aim to process personal data in a way that is lawful, fair, and transparent. This means we only collect data that is relevant, use it for clear and legitimate purposes, and keep it only for as long as necessary. We also expect our staff and any processors acting on our behalf to respect confidentiality and apply appropriate safeguards. Man And Van Walthamstow is committed to responsible data handling for every customer in the area, whether the service is a single item move, a full house relocation, or a commercial transport job.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy.