Privacy Policy - Man And Van Chiswick

This Privacy Policy explains how Man And Van Chiswick collects, uses, stores, shares, and protects personal data when providing removal, delivery, packing, and transport services. It applies to all Man And Van Chiswick customers in the area, including individuals, households, landlords, tenants, and businesses that arrange or receive our services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Chiswick is a service provider operating in and around Chiswick. In the context of data protection law, we act as a data controller for the personal information we collect and use to manage enquiries, bookings, quotations, service delivery, invoicing, and customer support. Where we use third-party suppliers to help deliver services, they may act as data processors on our behalf, or in some cases as independent controllers for their own purposes.

2. Personal Data We Collect

We collect only the personal data necessary to provide our services and manage our business. The types of information we may collect include:

Identity information such as your name and, where relevant, business name.
Contact details such as telephone number, email address, and service address.
Booking information including service date, preferred times, inventory details, property access information, and special delivery instructions.
Billing and payment information such as invoice details, payment confirmation, and transaction records.
Service-related communications including emails, messages, call notes, complaints, and feedback.
Technical data such as basic website or device information if you interact with our online services, where applicable.
Evidence of service such as photographs of items, damage reports, or completion records where needed for operational or dispute-resolution purposes.

We do not intentionally collect special category data unless it is strictly necessary and you have made it relevant to the service, for example by sharing information about access requirements or health-related constraints that affect delivery. Where such information is processed, it is handled with extra care and only when lawful to do so.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings and arrange moving or van services.
To communicate about service changes, delays, or completion details.
To issue invoices, process payments, and keep accounting records.
To handle complaints, claims, and customer support requests.
To maintain safety, quality control, and operational planning.
To comply with legal and regulatory obligations.
To defend against legal claims or resolve disputes.

We will only use your personal data for the purposes for which it was collected, unless we reasonably believe that another compatible purpose applies or we are required by law to do otherwise.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. We rely on the following bases:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes arranging your booking, delivering services, confirming details, and processing payments.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include improving service delivery, preventing fraud, managing operational risk, and keeping internal records.

Legal Obligation

We may process data to comply with legal obligations, such as tax, accounting, record-keeping, insurance, or responding to lawful requests from public authorities.

Consent

In limited cases, we may rely on your consent, for example if it is needed for optional communications or certain non-essential processing. Where consent is used, you may withdraw it at any time.

5. Sharing Your Information and Processors

We may share personal data only when necessary and in line with data protection law. This may include sharing information with:

Processors who help us operate our business, such as administrative support providers, IT and cloud storage providers, payment processors, accounting services, and communication platforms.
Insurance providers where a claim, incident, or dispute requires review.
Professional advisers such as accountants or legal advisers.
Authorities and regulators where we are required to do so by law.

All processors are required to act only on our instructions, use appropriate security measures, and process personal data only for the agreed purpose. We do not sell your personal data. If data is transferred outside the UK, we will take steps to ensure appropriate safeguards are in place.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of data and the reason for holding it.

Quotation and enquiry records may be kept for a limited period to manage follow-up queries and business administration.
Booking, service, and invoice records may be retained for the duration needed to complete the contract and satisfy tax and accounting obligations.
Complaint, claim, and dispute records may be kept longer where necessary to establish, exercise, or defend legal rights.

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

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures are designed to match the nature of the data we hold and the risks associated with processing it. Although no method of storage or transmission can be guaranteed to be completely secure, we work to maintain a high standard of data protection and review our practices regularly.

8. Your Rights Under Data Protection Law

You have a number of rights in relation to your personal data. These rights may be limited in some cases by law, but we will always assess requests carefully and respond appropriately. Your rights include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to request correction of inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to request that we limit the processing of your data in certain situations.
Right to data portability – to receive certain data in a structured, commonly used format.
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.

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

9. Children’s Data

Our services are intended for adults arranging domestic or commercial transport and moving assistance. We do not knowingly collect personal data from children unless it is incidentally provided in connection with a service request and is necessary for that service. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our operational practices. Any 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 personal data is handled.

In summary, Man And Van Chiswick processes personal data only where necessary, uses it for clear and lawful purposes, keeps it only as long as needed, and applies safeguards when working with processors. This policy is designed to ensure that all Man And Van Chiswick customers in the area understand how their information is used and the rights they can exercise under data protection law.