Privacy Policy - Man And Van Belgravia

This Privacy Policy explains how Man And Van Belgravia collects, uses, stores, shares, and protects personal data in connection with its removal, delivery, and moving services. It applies to all Man And Van Belgravia customers in the area, including individuals, households, and business clients who request a quote, make a booking, or otherwise interact with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We may collect personal data directly from you, from third parties acting on your behalf, or from operational systems used to deliver our services. The type of information we collect depends on the service you request and the way you interact with us.

Information you provide to us

Identity details: name, title, and any business name provided.
Contact details: telephone number, email address, and address details needed for booking and service delivery.
Service information: pick-up and drop-off locations, item lists, access details, preferred dates, and any instructions you share.
Payment-related information: billing details and payment status. We do not intentionally store full card details where payment processing is handled by secure payment providers.
Communication records: emails, messages, notes from calls, and any complaints, feedback, or queries you submit.
Special instructions: details relevant to fragile items, access requirements, parking arrangements, or building rules.

Information we collect automatically

When you interact with our digital systems, we may collect technical data such as device type, browser type, general location, and usage logs for security, performance, and service improvement purposes. Where applicable, we may use cookies or similar technologies to support functionality and measure service usage.

2. How We Use Personal Data

We use personal data only where necessary for legitimate business and operational purposes. This may include:

providing quotations and confirming bookings;
planning and completing removals, deliveries, and related logistics;
managing customer communications before, during, and after a service;
processing payments and resolving billing matters;
handling complaints, claims, and service issues;
maintaining records for accounting, audit, and legal compliance;
protecting our business, staff, customers, and property from fraud, misuse, or illegal activity;
improving service quality, operations, and customer experience.

We will only use your data for purposes that are compatible with the reasons it was collected, unless a new lawful basis applies.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each processing activity. Man And Van Belgravia relies on one or more of the following lawful bases:

Contract: We process personal data to provide quotes, make bookings, carry out services, and manage related obligations.
Legitimate interests: We may process data to operate and improve our services, maintain records, protect against fraud, and manage customer communication, provided our interests do not override your rights and freedoms.
Legal obligation: We may retain and use certain information where required by tax, accounting, transport, insurance, or other legal requirements.
Consent: In limited cases, such as certain marketing or optional communication preferences, we may rely on your consent. Where consent is used, you may withdraw it at any time.

Important: We do not rely on consent where another lawful basis is more appropriate for the service you request.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties who help us deliver our services. These parties act as processors or independent controllers depending on the nature of the relationship and the service provided.

Examples of processors and third parties

Payment service providers: to process transactions securely.
IT and hosting providers: to store data, maintain systems, and support communications.
Accounting and bookkeeping providers: to manage financial records and compliance.
Customer management tools: to record bookings, enquiries, and service histories.
Subcontracted movers or drivers: where necessary to perform a booked service.
Insurance providers and legal advisers: where required for claims, disputes, or legal compliance.
Public authorities: where disclosure is required by law, court order, or regulatory request.

We require processors to handle personal data securely, to use it only for the contracted purpose, and to implement appropriate technical and organisational safeguards. We do not sell your personal data.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, record keeping, compliance, and the defence of legal claims. Retention periods vary depending on the type of information and the legal or operational need for keeping it.

Typical retention approach

Booking and customer records: kept for the period needed to manage the service and any follow-up, then retained for a further period where necessary for audits, disputes, or legal claims.
Financial records: retained in accordance with tax and accounting obligations.
Complaint and claims records: kept long enough to investigate, respond, and resolve the matter, plus any applicable limitation period.
Marketing preferences: retained until you withdraw consent or object, where applicable.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We take appropriate measures to protect personal data against accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, encryption where appropriate, restricted permissions, and staff awareness procedures. Although no system can be guaranteed completely secure, we work to reduce risk and respond promptly to any suspected data incident.

7. Your Rights

As a data subject, you have rights under data protection law. Subject to legal limitations, these rights may include:

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 information.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain situations.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain data in a structured, commonly used format where technically feasible.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time without affecting prior lawful processing.

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.

8. Children’s Data

Our services are intended for adults arranging removals and related moving services. We do not knowingly collect personal data from children except where it is incidentally included in service-related communications, such as household arrangements, and only where necessary for the service.

9. International Transfers

Where service providers or systems involve the transfer of personal data outside the UK, we will ensure appropriate safeguards are in place to protect your information, in accordance with applicable data protection laws.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service operations. The revised version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

11. Summary of Our Commitments

In summary, Man And Van Belgravia collects only the personal data needed to provide and manage our services, uses it on a lawful basis, shares it only with trusted processors or when legally required, and keeps it only for as long as necessary. We respect your privacy rights and aim to process all information responsibly, securely, and in compliance with data protection law.

By using our services, you acknowledge that this Privacy Policy applies to you as a customer in the Belgravia area.