Privacy Policy - Man And Van Highbury

This Privacy Policy explains how Man And Van Highbury collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Highbury customers in area, including people who request quotes, book services, communicate with us, or otherwise use our moving and transport services.

We are committed to handling personal information in a lawful, fair, and transparent way under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read this policy carefully to understand what happens to your data.

1. Data We Collect

We collect only the personal data necessary to provide and manage our services, operate our business, and meet legal obligations. The exact information we hold may depend on how you interact with us.

Information you provide directly

Identity details, such as your name and title.
Contact information, such as your email address, telephone number, and service address.
Booking details, including collection and delivery addresses, moving date, inventory notes, and access information.
Payment and billing information, where needed to process payments and issue records.
Communication records, such as enquiries, complaints, instructions, or feedback.

Information collected automatically

When you contact us or use our services, we may also collect limited technical information such as:

Device and browser details.
Time and date of communications.
Service interaction logs.

We do not intentionally collect special category data unless you choose to share it with us and it is necessary for a specific service request. Special category data includes information about health, religion, ethnicity, political opinions, or similar sensitive matters. If such information is ever provided, we will handle it with extra care and only where permitted by law.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide moving, transport, and related customer services.
To prepare quotes, confirm bookings, and manage service arrangements.
To communicate with customers about appointments, delays, changes, or service issues.
To process payments, refunds, and accounting records.
To improve service quality, training, and operational planning.
To maintain business records and comply with legal, tax, and regulatory duties.
To handle complaints, disputes, or insurance matters.

We only use your data for the purposes described in this policy or for purposes that are reasonably compatible with them.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for every processing activity. We rely on the following bases:

Contract – to take steps at your request before entering into a contract and to perform our service agreement with you.
Legal obligation – to keep records, meet tax requirements, and comply with other laws.
Legitimate interests – to run and improve our business, communicate with customers, prevent fraud, protect property, and manage service quality, provided these interests do not override your rights and freedoms.
Consent – where required by law, for example for certain optional communications or the use of particular data types.

If we rely on consent, you may withdraw it at any time. This will not affect the lawfulness of processing carried out before the withdrawal.

4. Sharing Personal Data and Processors

We may share personal data with trusted third parties who act as data processors or independent controllers, depending on the situation. We only disclose the minimum information necessary and only where appropriate safeguards are in place.

Processors we may use

Payment service providers to handle card or online payments.
Accounting and bookkeeping providers to manage financial records.
IT and hosting providers to support secure storage and communication systems.
Customer management tools used for bookings, scheduling, and internal administration.
Professional advisers, such as insurers, auditors, or legal advisers, when needed.

These processors are required to protect personal data, act only on our instructions where applicable, and implement suitable technical and organisational measures.

We may also disclose data if required by law, court order, public authority request, or to protect our rights, customers, staff, or property.

5. International Transfers

If any processor stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations or approved contractual protections. We take reasonable steps to ensure your data remains protected wherever it is processed.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, tax, insurance, and record-keeping requirements.

Retention periods

Quotation and booking records are generally kept for a limited period after the service ends or the quote is declined.
Customer service and communication records may be retained for as long as needed to resolve enquiries or disputes.
Financial and tax records are kept for the period required by law.
Complaint, claim, and incident records may be kept longer where necessary to establish, exercise, or defend legal claims.

When data is no longer needed, we securely delete, anonymise, or archive it in accordance with our retention practices.

7. Security of Your Data

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and limiting access to authorised personnel only.

No method of transmission or storage is completely secure. However, we work to maintain a level of protection appropriate to the risk of processing.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Data portability for information you have provided to us, where applicable.
Object to processing based on legitimate interests or direct marketing.
Withdraw consent where processing relies on consent.

You also have the right not to be subject to a decision based solely on automated processing where that decision produces legal or similarly significant effects, although we do not generally rely on such automated decision-making.

To exercise your rights, you may make a request using our usual customer communication channels. We may need to verify your identity before responding. We aim to respond within the time limits required by law.

9. Complaints and Supervisory Authority

If you are concerned about how we handle your personal data, we encourage you to raise the issue with us first so we can try to resolve it. You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) or your local data protection authority if you believe your rights have been infringed.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is made available. We encourage customers to review it periodically so they remain informed.

11. Scope of This Policy

This Privacy Policy applies to all personal data processed in connection with Man And Van Highbury services. It covers customers, prospective customers, and anyone who communicates with us in relation to our service area. By using our services or providing your information, you acknowledge that you have read and understood this policy.

In summary, we process personal data only when necessary, only for legitimate business and legal purposes, and with appropriate safeguards. We respect your rights and are committed to protecting your privacy throughout every stage of our service relationship.