Privacy Policy - Man With Van Shepherds Bush

This Privacy Policy explains how Man With Van Shepherds Bush collects, uses, stores, shares, and protects personal data when providing moving, packing, transport, and related services. It applies to all Man With Van Shepherds Bush customers in the area, including individuals, households, landlords, tenants, business clients, and anyone who uses our services or interacts with us in connection with a booking, quotation, delivery, collection, or customer support request.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and the rights available to you.

1. Information We Collect

We may collect and process different types of personal data depending on the services requested and the way you interact with us. The information may include:

Identity information: your name, title, and any relevant business or household contact details.
Contact information: phone number, email address, address, and moving location details.
Service information: booking details, move dates, item descriptions, access requirements, and service preferences.
Payment information: billing details and payment records. We do not intentionally store full card details unless required by a secure payment provider.
Communication data: emails, messages, call notes, and records of enquiries or complaints.
Operational data: inventory lists, special handling instructions, parking or access notes, and delivery confirmations.
Technical data: if you use digital services connected with our business, this may include limited device or usage information collected through secure systems.

In some situations, we may also process special category data only where strictly necessary and permitted by law. For example, information may be disclosed to support accessibility, health, or safety needs during a move. We will only process such data where there is a clear lawful basis and appropriate safeguards.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to plan, deliver, and complete moving and transport services;
to communicate with you about schedules, access arrangements, or service changes;
to process payments, invoices, and refunds where applicable;
to maintain records of services provided and resolve disputes;
to improve service quality, training, and operational efficiency;
to meet legal, tax, accounting, and insurance obligations;
to protect against fraud, misuse, or unlawful activity;
to respond to complaints, enquiries, and customer support requests.

We will only use your personal data for the purposes stated above or for compatible related purposes. We do not sell personal data.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the context, we rely on one or more of the following bases:

Contract: processing is necessary to take steps at your request before entering into a contract or to perform a contract for services.
Legal obligation: processing is necessary to comply with legal requirements, such as tax, accounting, or regulatory duties.
Legitimate interests: processing is necessary for our legitimate business interests, such as improving our services, protecting our business, and managing customer relationships, provided these interests are not overridden by your rights and freedoms.
Consent: in limited cases, we may rely on your consent, for example where specific optional processing requires it. You may withdraw consent at any time.

Where we process special category data, we will only do so where an additional lawful condition applies, such as explicit consent or another condition permitted by law.

4. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and dispute-resolution requirements. The exact retention period depends on the type of data and the context in which it was collected.

In general:

Customer and booking records are retained for a reasonable period after the service has been completed.
Financial records are retained for the period required by tax and accounting law.
Complaint and claims records may be retained longer where needed to defend or handle legal claims.
Support correspondence is retained only as long as necessary to resolve the issue and maintain service history.

When personal data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe manner.

5. Processors and Sharing of Data

We may share personal data with trusted third parties that help us deliver our services. These parties act as data processors or independent controllers depending on the service they provide. Processors may include:

Payment service providers that securely process transactions;
IT and cloud service providers that host or maintain business systems;
Accountants or tax service providers supporting financial compliance;
Insurance providers and claims handlers where a claim or incident must be managed;
Communication and administrative platforms used to manage bookings and customer correspondence;
Legal or regulatory advisers when required for compliance or dispute resolution.

Where we use processors, we ensure they are bound by appropriate contractual obligations to protect your data and only process it according to our instructions. We do not permit them to use your information for their own unrelated purposes.

We may also disclose personal data where required by law, court order, government authority, or where necessary to protect our rights, the safety of our staff, customers, or the public.

6. International Transfers

In some cases, a processor may store or access data outside the United Kingdom. If this occurs, we will ensure that appropriate safeguards are in place, such as adequacy regulations or contractual protections, so that your personal data remains protected to a standard consistent with UK law.

7. Data Security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful selection of service providers. While no system is completely secure, we work to maintain a level of protection appropriate to the sensitivity of the data we process.

8. Your Rights

You have a number of rights in relation to your personal data. Subject to legal conditions and exceptions, these include:

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 situations;
Right to data portability: to receive certain data in a structured, commonly used format where applicable;
Right to object: to object to processing based on legitimate interests or direct marketing;
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time;
Right to complain: to lodge a complaint with the Information Commissioner’s Office if you believe your rights have been infringed.

We encourage you to contact us first so that we can address any concerns promptly and fairly. We may need to verify your identity before responding to a rights request.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in the context of a household move and only with appropriate authority from a parent, guardian, or responsible adult. If we learn that we have collected data from a child without proper authorisation, we will take steps to delete it where required.

10. Automated Decision-Making

We do not rely on fully automated decision-making or profiling that produces legal or similarly significant effects on customers. If this changes, we will update this policy and provide any additional information required by law.

11. 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 processing practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically to stay informed about how personal data is handled.

12. Summary of Our Commitment

Man With Van Shepherds Bush is committed to processing personal data responsibly, securely, and lawfully. We only collect data that is necessary for our services, we use it for clear and legitimate purposes, and we keep it only for as long as needed. We also work with trusted processors under strict safeguards and respect your rights under data protection law.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy. Our approach is designed to be transparent, proportionate, and respectful of your privacy throughout every stage of the moving process.