Privacy Policy - Man And Van Finchley

This Privacy Policy explains how Man And Van Finchley collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Finchley customers in the area, including anyone who requests a quote, books a move, uses our removal services, or communicates with us in connection with our services. We are committed to handling personal data in a lawful, fair, and transparent way, in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that your personal information may be processed as described in this policy. We only collect data that is necessary for providing our services, managing customer relationships, meeting legal obligations, and improving the quality and safety of our operations.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity information such as your name and, where relevant, the name of a business or organisation you represent.
Contact details such as telephone number, email address, and service address.
Service details including pick-up and delivery locations, inventory information, move dates, access details, and special handling requirements.
Payment and billing information such as transaction records and invoice details.
Communication records including emails, messages, phone notes, and complaints or feedback you provide.
Technical information such as basic website usage data if you interact with our online services, including device and browser information, where applicable.
Legal and operational information such as proof of identity, instructions, claims information, or records needed for compliance and service delivery.

We generally collect personal data directly from you when you enquire about a service, make a booking, pay for a service, or contact us with a request. In some cases, we may also receive data from third parties involved in the booking or service arrangement, such as landlords, letting agents, business clients, or payment processors.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and arrange removals, deliveries, and related services.
To communicate with you about bookings, schedule changes, service updates, and enquiries.
To process payments, issue invoices, and maintain accounting records.
To manage customer relationships and respond to feedback, queries, or complaints.
To ensure safety, security, and efficient planning for each move.
To maintain internal records, quality control, and service improvement.
To comply with legal, tax, insurance, and regulatory requirements.
To protect our rights, property, employees, and customers.

We do not use your personal data for purposes that are incompatible with the reasons for which it was collected, unless we have a lawful basis to do so and you have been informed where required.

3. Lawful Basis for Processing

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

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing a quote, confirming a booking, carrying out a move, and handling payment and service administration.

Legal Obligation

We may process data where needed to comply with legal obligations, including accounting rules, tax requirements, insurance matters, and any lawful requests from authorities.

Legitimate Interests

We may process data based on our legitimate interests where those interests are not overridden by your rights and freedoms. This includes managing our business efficiently, improving services, keeping accurate records, preventing fraud, and resolving disputes. We always assess whether our legitimate interests are appropriate before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example where consent is required for certain marketing activities or optional data uses. If we rely on consent, you may withdraw it at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Vital Interests

In exceptional circumstances, we may process personal data where necessary to protect someone’s vital interests, such as in an emergency involving health or safety.

4. Sharing Your Data and Processors

We may share personal data with carefully selected third parties where necessary for the delivery of our services or for legal and operational reasons. These third parties act either as independent controllers or as processors acting on our behalf. We only share the minimum data required and take steps to ensure appropriate safeguards are in place.

Examples of processors and service providers may include:

Payment processors that handle card or online payments securely.
Accounting and bookkeeping providers that help manage invoices, records, and financial reporting.
IT and cloud service providers that store data, maintain systems, and support communications.
Customer management tools used for scheduling, record keeping, and service administration.
Professional advisers such as accountants, insurers, or legal advisers where necessary.
Subcontractors or operational partners involved in carrying out a booking or supporting a move.

Where processors are used, they are required to process personal data only on our instructions, keep it secure, and comply with applicable data protection laws. We do not sell your personal data.

5. International Transfers

In some situations, service providers may store or access data outside the United Kingdom. If this happens, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other lawful transfer mechanisms, to protect your information in accordance with UK data protection law.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, and dispute-resolution requirements. Retention periods vary depending on the type of information and the reason for processing.

Booking and service records are typically retained for a period necessary to manage the customer relationship and support future queries.
Financial and tax records are kept for the period required by law.
Communication records may be retained for a reasonable time to help resolve complaints or contractual issues.
Claims or dispute records may be kept longer where needed for legal defence or insurance purposes.

When personal data is no longer required, we will delete, anonymise, or securely destroy it. In some cases, we may retain information for a longer period if necessary to comply with legal obligations or to establish, exercise, or defend legal claims.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of our processing practices. While no system can be guaranteed to be completely secure, we work to maintain a level of protection appropriate to the risk.

8. Your Rights

As a data subject, you have important rights under data protection law. Depending on the circumstances, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in certain situations.
Restriction of processing in certain circumstances.
Data portability for information you provided to us, where applicable.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent where processing is based on consent.
Challenge automated decisions if such processing is ever used and affects you significantly.

We will respond to valid requests within the time limits set by law. To protect your privacy, we may need to verify your identity before completing a request. Some rights may be limited where processing is required by law or where another legal basis applies.

9. Complaints and Supervisory Authority

If you have concerns about how we handle personal data, we encourage you to raise them so we can review and address the issue. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We would, however, welcome the opportunity to resolve concerns directly where possible.

10. Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is made available. We recommend reviewing this policy periodically to stay informed about how we protect your information.

11. Scope of This Policy

This Privacy Policy applies to all Man And Van Finchley customers in the area, whether you are an individual, tenant, homeowner, landlord, business customer, or another person using our services or making enquiries on behalf of someone else. It covers personal data collected in connection with quotes, bookings, removals, deliveries, and related administrative or support activities.

We value privacy and aim to process personal data with care, transparency, and respect. If you provide us with personal data, we will handle it in accordance with this policy and applicable data protection laws. We will only use personal data when it is necessary, lawful, and proportionate to the service or obligation involved.

This policy is intended to provide clear information about our data practices and your rights.