Privacy Policy - Man And Van West Hampstead

This Privacy Policy explains how Man And Van West Hampstead collects, uses, stores, shares, and protects personal data when providing moving, delivery, packing, and related services. It applies to all Man And Van West Hampstead customers in the area, including individuals, households, and businesses that request quotations, make bookings, or use our services. We are committed to handling personal data lawfully, fairly, and transparently in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van West Hampstead acts as a data controller for the personal information we collect in connection with our services. This means we decide how and why your personal data is processed. In some cases, third parties may process data on our behalf as data processors, but they must only do so under our instructions and with appropriate safeguards in place.

This policy applies to all customer interactions in the West Hampstead area and surrounding service locations where our team provides removals, transport, storage coordination, or related support.

2. What Data We Collect

We only collect data that is necessary for providing and improving our services, managing bookings, fulfilling legal obligations, and maintaining customer records. Depending on how you interact with us, we may collect the following categories of personal data:

Identity data such as your name, title, and, where relevant, company name.
Contact data such as address, email address, telephone number, and moving location details.
Service data such as booking history, service preferences, quotes requested, items to be moved, access notes, and schedule information.
Payment data such as billing information, transaction references, and payment status. We do not keep unnecessary card details where payment is handled by a secure payment provider.
Communication data such as emails, messages, notes from phone calls, and records of complaints or feedback.
Technical data where relevant, such as device information, browser type, and basic usage data if you interact with digital booking tools or forms.
Special category data only where strictly necessary and with extra safeguards, for example if you voluntarily disclose accessibility or health-related information needed to carry out a move safely. We do not seek this information unless required for service delivery.

We generally collect data directly from you, but we may also receive information from third parties that are involved in your booking, such as property managers, payment providers, or business representatives acting on your behalf.

3. How We Use Your Data

We use personal data for specific and limited purposes connected to our services. These may include:

Providing quotations and confirming bookings.
Planning and carrying out removals, deliveries, and associated work.
Communicating about timing, access requirements, delays, or service updates.
Processing payments, issuing invoices, and handling account administration.
Responding to customer queries, concerns, and complaints.
Maintaining accurate records for business, accounting, and legal purposes.
Preventing fraud, misuse, or unlawful activity.
Improving service quality, operational planning, and customer experience.

We will not use your data for purposes that are incompatible with the original reason it was collected unless we have a lawful basis to do so and have informed you where required.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Man And Van West Hampstead relies on the following lawful bases where appropriate:

Contract

We process personal data when it is necessary to enter into or perform a contract with you, such as arranging a quote, making a booking, delivering services, or collecting payment.

Legal obligation

We may process and retain certain information to comply with legal and regulatory obligations, including tax, accounting, insurance, and record-keeping requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service management, quality control, fraud prevention, and internal administration.

Consent

Where we rely on your consent, for example in limited situations involving optional communications or specific processing not covered by another lawful basis, you may withdraw consent at any time. Withdrawal will not affect processing already carried out before consent was withdrawn.

Vital interests

In rare situations, we may process data to protect someone’s vital interests, such as if emergency information is needed during a move.

We do not rely on consent where another lawful basis is more appropriate.

5. Data Sharing and Processors

We may share personal data only when necessary and only with trusted parties that help us provide services or meet legal duties. These parties may act as processors or independent controllers depending on the situation.

Examples of processors and service partners may include:

Payment service providers that securely process transactions.
Accounting and bookkeeping providers that support financial administration.
IT and cloud storage providers that host our records and communications systems.
Customer management or scheduling tools used to organise bookings and operations.
Professional advisers such as insurers, auditors, or legal advisers where required.

Where a third party acts as a processor, it is contractually required to:

process data only on our documented instructions;
keep data secure and confidential;
assist us with data subject requests where relevant;
delete or return data when the service ends;
implement appropriate technical and organisational safeguards.

We may also disclose personal data if required by law, regulation, court order, or lawful request from public authorities.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and in line with legal requirements. Retention periods depend on the type of record and the reason for holding it.

Quotation and booking records are usually retained for a reasonable period to manage service history and follow-up matters.
Financial and tax records are retained for the period required by law.
Complaint and correspondence records may be retained for longer where needed to resolve disputes or demonstrate compliance.
Operational notes are removed or anonymised when they are no longer needed.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. We aim to keep only what is necessary and for no longer than necessary.

7. International Transfers

Where a processor or service provider stores or processes data outside the UK, we take steps to ensure the transfer is lawful and protected by appropriate safeguards. These safeguards may include adequacy decisions, standard contractual clauses, or equivalent measures recognised under applicable law.

8. Data Security

We use reasonable technical and organisational measures to protect personal data against loss, unauthorised access, misuse, alteration, or disclosure. Such measures may include access controls, secure storage, password protection, staff confidentiality obligations, and restricted system permissions. No method of transmission or storage is completely secure, but we work to reduce risk as far as reasonably possible.

9. Your Rights

Depending on the circumstances and legal basis for processing, you may 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 situations.
Right to restriction – to ask us to limit processing in some circumstances.
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 also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data rights have not been respected. We encourage you to raise concerns with us first so we can try to resolve the issue.

10. Marketing Communications

We do not send marketing messages without a lawful basis. Where required, we will ask for consent or otherwise ensure any direct marketing complies with applicable rules. You can object to marketing at any time, and we will stop using your data for that purpose as required by law.

11. Children’s Data

Our services are intended for adults and business customers arranging moving services. We do not knowingly collect personal data from children except where it is incidentally necessary for household arrangements and only in a limited and appropriate manner.

12. Changes to This 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 made available. We recommend reviewing it periodically to stay informed about how Man And Van West Hampstead handles personal data.

13. Summary of Our Commitment

At Man And Van West Hampstead, we take privacy seriously. We collect only the personal data needed to deliver reliable moving services, rely on clear lawful bases for processing, work with carefully selected processors, retain data only for appropriate periods, and respect the rights of every customer in the area. Your information is handled with care, kept secure, and used only for legitimate and lawful purposes.