Privacy Policy - Man And Van Kilburn

This Privacy Policy explains how Man And Van Kilburn collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, loading, unloading, and related services. It applies to all Man And Van Kilburn customers in the area, including individuals, households, landlords, tenants, and businesses that use our services.

We are committed to handling personal data in a lawful, fair, and transparent manner in line 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 data.

1. Information We Collect

We collect only the information needed to provide our services safely, efficiently, and professionally. The type of data we collect may include:

Identity details such as your name, title, and company name where relevant.
Contact details such as your phone number, email address, billing address, and service address.
Service information including moving date, collection and delivery locations, property access details, inventory lists, parking or loading restrictions, and special handling requirements.
Payment and transaction data such as payment status, invoice details, and records necessary for accounting and tax purposes.
Communication records including messages, call notes, complaints, and service-related correspondence.
Technical data such as IP address, device information, or basic website usage data if you submit a form or browse our pages, where applicable.
Health or access information only when necessary to perform a requested moving service safely, for example if you notify us about mobility needs or items requiring special care.

We do not intentionally collect special category data unless you provide it voluntarily and it is necessary for the service or safety planning. Where such information is supplied, we treat it with additional care and only process it when permitted by law.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, arrange bookings, and manage moving appointments.
To carry out removals, transport, packing, and related services.
To communicate about your booking, schedule changes, access issues, or service updates.
To process payments, issue invoices, and maintain business records.
To manage customer support, complaints, refunds, and service follow-up.
To improve our operational planning, route management, and service quality.
To comply with legal, tax, insurance, and regulatory obligations.
To prevent fraud, misuse, or unlawful activity and to protect our staff, customers, and property.

We only use your information for purposes that are compatible with the reason it was originally collected. We do not sell personal data and we do not use it in ways that would be unexpected or unfair.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis before processing your personal data. Depending on the situation, Man And Van Kilburn relies on one or more of the following bases:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing a quote, confirming a booking, delivering moving services, and completing payment administration.

Legal Obligation

We process certain data to meet legal obligations, including accounting, tax compliance, insurance requirements, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights do not override those interests. This may include managing business operations, protecting against fraud, improving services, and handling customer enquiries. When we rely on legitimate interests, we consider the impact on your privacy and ensure the processing is proportionate.

Consent

In some cases, we may ask for your consent, particularly where processing is not strictly necessary for the service or where we handle optional information. If consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors on our behalf or as independent controllers where required by law. These may include:

Payment providers that handle card or electronic transactions securely.
Accounting and bookkeeping providers that help manage invoices, records, and tax compliance.
IT and cloud service providers that store or support business systems, email, scheduling, or data backups.
Insurance providers and claims handlers when a claim, incident, or loss report must be assessed.
Professional advisers such as accountants, legal advisers, or auditors where necessary.
Subcontracted service providers who assist with transport or handling as part of delivery of the service.

Where processors are used, they are required to handle personal data only on our instructions, to apply appropriate security measures, and to protect the data against unauthorised access or loss. We take reasonable steps to ensure that any third party we work with respects confidentiality and data protection obligations.

We may also disclose information where required by law, court order, law enforcement request, or to protect the rights, safety, or property of Man And Van Kilburn, our customers, or others.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods can vary depending on the type of information and the reason it was processed.

Booking and service records are usually retained for a reasonable period after the service is completed, to deal with enquiries, disputes, or follow-up issues.
Financial and invoice records are retained for the period required by tax and accounting law.
Communication records may be kept for a limited period to support customer service, complaint handling, and evidence of instructions.
Insurance-related records may be retained longer where necessary to handle claims or legal matters.

When data is no longer needed, it is securely deleted, anonymised, or destroyed. We do not retain personal data indefinitely.

6. Your Rights

As a data subject under GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal limitations and exceptions, but we will always respond appropriately and lawfully. Your rights include:

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete information.
Right to erasure – in some cases, you can request deletion of your data.
Right to restriction – you can ask us to limit how we use your data in certain circumstances.
Right to object – you may object to processing based on legitimate interests.
Right to data portability – you may request that data you provided be transferred to you or another controller, where applicable.
Right to withdraw consent – if processing is based on consent, you can withdraw it at any time.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and restricted handling of sensitive records. While no system can guarantee complete security, we take data protection seriously and regularly review our practices.

8. International Transfers

If personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place to protect it in accordance with applicable data protection laws. Such safeguards may include adequacy regulations, contractual protections, or other lawful transfer mechanisms.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply from the date it is published. We recommend reviewing this policy periodically so you remain informed about how we process personal data.

10. Scope of This Policy

This Privacy Policy applies to all Man And Van Kilburn customers in the area and covers personal data collected in connection with our moving and transport services. By using our services, you acknowledge that your information may be processed as described in this policy and in accordance with applicable data protection law.

Man And Van Kilburn is committed to respecting privacy, maintaining trust, and using personal data responsibly. We process only what is necessary, keep it secure, and retain it for no longer than required.