Man and Van West Hampstead Privacy Policy

This Privacy Policy explains how Man and Van West Hampstead collects, uses, stores, and protects personal data relating to customers and prospective customers in the West Hampstead area. It also explains your rights under the UK General Data Protection Regulation and related data protection laws.

This Privacy Policy applies to all Man and Van West Hampstead customers and enquiries in the service area, including when you contact us, request a quote, make a booking, or otherwise interact with our services.

1. Who we are and scope of this policy

Man and Van West Hampstead is a local service provider offering moving, transport, and related services. In relation to the personal data we collect from you, we act as a data controller. This means we decide how and why your personal data is processed.

This Privacy Policy covers personal data processed in connection with our services, including contact by phone, messaging services, online forms, and any other method you choose to use.

2. Personal data we collect

We may collect and process the following categories of personal data, depending on how you use our services:

Contact and identity details: name, title, and contact details such as address, area of residence, and preferred contact method.

Booking and service details: pick-up and drop-off addresses, access details, dates and times of moves, type and quantity of items to be moved, any special service instructions, and information relating to parking or property access.

Communication information: records of communications between you and Man and Van West Hampstead, including details you provide when requesting a quote, asking questions, or giving feedback.

Payment-related information: limited payment details necessary to process your payment, such as transaction amounts, dates, and payment method type. Payment card details are processed securely by our payment service providers and are not stored by us where avoidable.

Technical and usage data: basic technical data associated with your use of any online forms or communication tools, such as time and date of contact and basic device or browser information where this is provided as part of your interaction.

3. How we collect your data

We collect personal data directly from you when you contact us to request information or a quote, make a booking, or provide feedback or complaints.

We may also receive personal data indirectly when another person arranges a move on your behalf and provides your details as the primary contact or service recipient.

4. Purposes and lawful bases for processing

We process your personal data only when we have a lawful basis to do so under data protection law. The main purposes and lawful bases are:

Providing quotations and responding to enquiries: to answer your questions, provide estimates, and discuss our services. Lawful basis: performance of a contract or taking steps at your request before entering into a contract.

Performing and managing your booking: to organise and complete your move or related service, communicate about dates and times, and manage any changes or issues. Lawful basis: performance of a contract.

Payment processing and invoicing: to process payments, issue invoices and receipts, and manage refunds where applicable. Lawful basis: performance of a contract and compliance with legal obligations relating to financial records.

Customer service and complaints handling: to handle any queries, complaints, or claims, and to improve how we deliver services. Lawful basis: legitimate interests in operating and improving our services and resolving issues fairly.

Record keeping and legal compliance: to maintain appropriate records for tax, accounting, and regulatory purposes. Lawful basis: compliance with legal obligations and our legitimate interests in maintaining accurate business records.

Service improvement and business management: to review patterns in bookings and feedback so we can enhance our services, efficiency, and customer satisfaction. Lawful basis: legitimate interests in managing and developing our business.

Marketing communications: where we send you information about our services by electronic means, we will do so only where we are permitted under applicable laws. Lawful basis: consent where required, or legitimate interests where consent is not required and you can opt out at any time.

5. Data sharing and processors

We do not sell your personal data. We may share your personal data with third parties where necessary for the purposes set out above, including:

Service partners and subcontractors: trusted individuals or companies who assist in delivering the moving or transport service, such as additional drivers or helpers. They receive only the information necessary to perform their tasks.

Payment service providers: third party payment processors who handle card payments and other transactions securely in accordance with payment industry standards.

Professional advisers: accountants, legal advisers, or insurers, where required for financial reporting, claims handling, or legal advice.

Authorities and regulators: law enforcement or regulatory bodies when required by law or to protect our rights or the rights of others.

Where we use third party processors, they act only on our instructions, are contractually required to keep your data secure, and may not use it for their own purposes.

6. International transfers

Our services are primarily delivered within the West Hampstead area. If it is ever necessary to transfer personal data outside the United Kingdom or European Economic Area, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or an adequacy decision, to protect your information.

7. Data retention

We keep your personal data only for as long as reasonably necessary for the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements.

Enquiry and quote information: if you do not proceed with a booking, we may retain your enquiry details for a limited period to respond to follow-up questions and manage our records, after which it will be deleted or anonymised.

Customer and booking records: where you proceed with a booking, we typically retain your contact details, booking details, and related correspondence for a number of years to comply with tax and accounting obligations and to manage any potential claims.

Payment and invoice data: financial transaction records are retained for the period required by law for tax and accounting purposes.

When personal data is no longer required, it will be securely deleted, anonymised, or put beyond use.

8. How we protect your data

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures include restricted access to personal data, secure storage methods, and limiting the amount of data collected to what is necessary.

While no system can be guaranteed as completely secure, we aim to ensure that your personal data is handled carefully and in line with applicable data protection laws.

9. Your data protection rights

Under data protection law, you have a number of rights in relation to your personal data processed by Man and Van West Hampstead. These rights apply to all customers and prospective customers in our service area, subject to certain legal limitations and exemptions.

Right of access: you can request confirmation of whether we hold your personal data and ask for a copy of the information we hold about you.

Right to rectification: you can ask us to correct any inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction of processing: you can request that we restrict the processing of your personal data in certain circumstances, for example if you contest its accuracy or object to our processing.

Right to data portability: in certain situations, you can request that we provide you or another controller with a copy of your personal data in a structured, commonly used, and machine-readable format.

Right to object: you can object to our processing of your personal data where we are relying on legitimate interests as the lawful basis, including any direct marketing activities.

Rights related to automated decision making: we do not carry out automated decision making that produces legal or similarly significant effects on you.

To exercise any of these rights, you can contact us using the contact details that you already have from your communications with Man and Van West Hampstead. We may need to verify your identity before responding to your request.

10. Complaints and contact

If you have any concerns about how we handle your personal data, please contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the relevant data protection supervisory authority in the United Kingdom.

We are committed to working with you to achieve a fair resolution of any complaint or concern about privacy and data protection.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any updated version will apply to all customers and enquiries in the Man and Van West Hampstead service area from the date it is published.

We encourage you to review this Privacy Policy periodically so that you remain informed about how your personal data is used and protected.