Privacy Policy - Man With Van Plaistow

This Privacy Policy explains how Man With Van Plaistow collects, uses, stores, and protects personal data when providing removal, delivery, and transport services. It applies to all Man With Van Plaistow customers in the area, including individuals, families, landlords, tenants, and businesses who request our services, make enquiries, or otherwise interact with us. 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.

1. Information We Collect

We collect only the personal data that is necessary to provide our services, manage customer relationships, and meet legal obligations. The type of information we may collect includes:

Identity details such as name and, where relevant, business name.
Contact details such as telephone number and email address.
Service details including collection and delivery addresses, access information, preferred dates, item descriptions, and move requirements.
Payment and billing information needed to process invoices, payments, or refunds.
Communication records such as enquiries, quotes, booking notes, complaints, and correspondence.
Technical information if you use our digital systems, including basic usage data, device information, and cookies where applicable.
Special instructions that may relate to handling fragile, heavy, or valuable items.

We do not intentionally collect more data than is required for the service being provided. If we need any additional information, we will only request it when necessary and appropriate.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings and carry out moving or van services.
To communicate about service arrangements, timing, access, and payment.
To maintain records of transactions and customer interactions.
To handle complaints, claims, and follow-up correspondence.
To meet tax, accounting, insurance, and other legal obligations.
To improve our services, operational planning, and customer experience.
To prevent fraud, misuse, or unlawful activity.

Where we use data for internal analysis or service improvement, we do so in a way that aims to minimise privacy impact. Whenever possible, we will use aggregated or anonymised information.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Man With Van Plaistow relies on the following lawful bases, depending on the purpose for which the data is used:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, delivering services, and processing payments.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include managing business operations, maintaining service records, improving services, protecting against fraud, and communicating about existing bookings.

Legal Obligation

We process certain data to comply with legal requirements, such as tax rules, accounting obligations, insurance requirements, and regulatory duties.

Consent

In limited situations, we may rely on your consent, for example where optional marketing or non-essential communication is involved. You can withdraw consent at any time if we rely on it for a particular processing activity.

4. Sharing Data and Processors

We do not sell personal data. However, we may share information with trusted third parties where necessary to operate our business and deliver services. These organisations act as processors or, in some cases, independent controllers. We only share the minimum data needed for a specific purpose.

Examples of processors and service providers may include:

Payment processors that handle card or electronic payments.
Accounting and bookkeeping providers used for financial administration.
IT and cloud storage providers that support record keeping and communications.
Communication tools used for sending emails, texts, or service updates.
Insurance-related service providers where a claim or incident requires review.
Professional advisers such as legal or tax advisers, where required.

Where processors act on our behalf, they are required to protect personal data, process it only under our instructions, and maintain appropriate security measures. We aim to use reputable providers that meet recognised data protection standards.

5. International Transfers

In some cases, a processor or service provider may store or access data outside the UK. Where this happens, we will ensure that appropriate safeguards are in place to protect your personal information. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal protections recognised under UK law.

6. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods may vary depending on the nature of the data and the service provided.

As a general approach:

Customer booking and service records are kept for a period reasonably necessary to manage the contract, handle queries, and maintain business records.
Financial and tax records are retained for the period required by law.
Complaint or claim records may be retained longer if needed to establish, exercise, or defend legal claims.
When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of safely.

We review retention needs periodically to ensure data is not kept longer than necessary. Retention is based on purpose, legal obligations, and practical business needs.

7. Data Security

We use appropriate technical and organisational measures to safeguard personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include restricted access, secure storage, password protection, staff awareness, and careful handling of records. While no system can be guaranteed completely secure, we take reasonable steps to reduce risks and protect your information.

8. Your Rights

Under data protection law, you have important rights regarding your personal information. Depending on the circumstances, you may have the right to:

Access your personal data and receive a copy of the information we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain situations, also known as the right to be forgotten.
Restriction of processing in specific circumstances.
Data portability where processing is based on consent or contract and carried out by automated means.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent if processing is based on consent.
Challenge automated decisions if any such decision-making were ever used.

These rights are not absolute and may be subject to legal exceptions. We will consider each request carefully and respond in line with applicable law. You will not be charged for making a reasonable data rights request, unless the request is manifestly unfounded or excessive.

9. How We Respond to Requests

If you exercise any of your rights, we may need to verify your identity before responding. This is to protect your personal information and ensure that data is only disclosed to the correct person. We will respond within the time limits set by law, normally within one month, unless the request is complex or multiple requests have been made. If more time is needed, we will let you know.

10. Children’s Data

Our services are intended for adults or for organisations acting on behalf of adults. We do not knowingly collect personal data from children unless it is necessary for a service arrangement and provided by a parent, guardian, or authorised adult. If we become aware that we have collected data improperly, we will take appropriate steps to delete or protect it.

11. Marketing Communications

We may send limited service-related communications where necessary for bookings, updates, or follow-up matters. We will only send marketing communications where permitted by law and, where required, with your consent. You can opt out of non-essential communications at any time. We respect your choices and will not use your data for marketing in ways that conflict with your rights.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal duties, or data handling practices. The updated version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Man With Van Plaistow is committed to protecting the privacy of everyone who uses our services in the area. We collect only necessary information, use it for legitimate and clearly stated purposes, retain it only as long as required, and share it only with trusted processors or where required by law. We also respect your rights and aim to provide clear, fair, and transparent data practices at all times.

By using our services, making an enquiry, or providing personal information, you acknowledge that this Privacy Policy applies to you as a customer of Man With Van Plaistow in the area.