Privacy Policy - Man With A Van Hendon

This Privacy Policy explains how Man With A Van Hendon collects, uses, stores, shares, and protects personal data when providing moving, courier, loading, unloading, and related transport services. It applies to all Man With A Van Hendon customers in the area, including individuals and businesses who contact us, request a quote, book a service, or otherwise engage with our operations.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out the types of information we collect, the reasons we process it, the legal basis we rely on, how long we keep it, who may process it on our behalf, and the rights you have in relation to your data.

1. Data We Collect

We only collect personal data that is necessary for the provision, administration, and improvement of our services. Depending on how you interact with us, we may collect the following categories of information:

Identity details: your name, title, and, where relevant, company name.
Contact details: address, email address, telephone number, and preferred communication method.
Service details: information about your move, collection, delivery, access requirements, inventory, and requested dates or times.
Billing and payment information: invoice details, payment status, and transaction records. We do not intentionally store full card details unless processed securely by an authorised payment provider.
Correspondence: messages, enquiries, complaints, feedback, and any other communications you send to us.
Website and technical data: if you interact with our digital services, we may collect basic technical data such as device type, IP address, and usage patterns through security or analytics tools.
Special instructions: any information you choose to provide that helps us complete the service, such as access codes, fragile item notes, or property entry details.

We do not seek to collect special category data unless it is voluntarily provided and necessary for a legitimate operational reason. If such information is shared with us, we will handle it with appropriate safeguards and only where there is a lawful basis to do so.

2. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotes;
to schedule, manage, and deliver moving or transport services;
to communicate with you about appointments, changes, delays, or service updates;
to issue invoices, process payments, and maintain financial records;
to manage customer support, complaints, and service improvement;
to comply with legal, tax, accounting, and insurance obligations;
to protect our business, staff, customers, and property from fraud, misuse, or security risks;
to keep internal records and monitor the quality and efficiency of our services.

We will only use your data for the purposes for which it was collected, unless we reasonably believe we need to use it for a compatible reason or where the law permits otherwise.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the circumstances, we rely on one or more of the following:

Contract

We process your data where it is necessary to perform a contract with you or to take steps before entering into a contract. This includes preparing quotes, arranging bookings, carrying out removals, and managing payments.

Legal obligation

We may process and retain data where required to meet legal obligations, including tax, accounting, insurance, health and safety, and record-keeping duties.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. Examples include maintaining service records, protecting against fraud, improving operations, and handling customer support.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily agree to receive certain marketing communications. Where consent is used, you may withdraw it at any time.

Vital interests

In rare situations, we may process data where it is necessary to protect someone’s vital interests, such as in an emergency during service delivery.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These third parties act as processors or, in some cases, independent controllers. We require them to process data securely and only for the intended purpose.

Payment processors: to complete secure transactions and manage payments.
Accounting and bookkeeping providers: to support invoicing, taxation, and financial record management.
IT and cloud service providers: to host data, manage email, secure systems, and provide business software.
Customer communication tools: to support messaging, scheduling, and service updates.
Insurance providers and professional advisers: where needed for claims handling, compliance, or legal advice.
Subcontracted workers or logistics partners: only when necessary to complete a job requested by you.

We may also disclose personal data if required by law, court order, regulatory request, or to protect our rights, the safety of others, or the security of our services. If data is transferred outside the UK, we will ensure appropriate safeguards are in place to protect it.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including to satisfy legal, accounting, insurance, and reporting requirements. Retention periods depend on the type of data and the reason for processing.

Quote and enquiry data: kept for a reasonable period to manage follow-up and business records.
Customer and service records: retained for the duration of the service relationship and thereafter where needed for claims, disputes, or compliance.
Financial and tax records: retained for the period required by law.
Complaints and correspondence: retained as long as necessary to resolve the issue and maintain internal records.

When data is no longer needed, we will securely delete it, anonymise it, or archive it in a way that prevents unnecessary use.

6. How We Protect Your Information

We use appropriate technical and organisational measures to protect personal data from accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and regular review of data handling practices.

While no method of transmission or storage is completely risk-free, we take data security seriously and continuously work to improve our safeguards. We also limit access to personal data to those who need it for legitimate business purposes.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights are subject to certain conditions and exemptions, but we will always respond to requests in accordance with the law.

Right of access: you may ask for a copy of the personal data we hold about you.
Right to rectification: you may request correction of inaccurate or incomplete data.
Right to erasure: in some cases, you may ask us to delete your personal data.
Right to restriction: you may request that we limit how we use your data in certain circumstances.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: where applicable, you may request that we provide your data in a structured, commonly used format.
Right to withdraw consent: if we rely on consent, you may withdraw it at any time.

If you wish to exercise your rights, we may need to verify your identity before responding. We aim to handle requests promptly and within the time limits set by law.

8. Cookies and Similar Technologies

If we use cookies or similar technologies in connection with our digital services, they may be used for security, functionality, and basic analytics purposes. Where required, we will provide information about these technologies and obtain consent for non-essential cookies. You may adjust browser settings to limit or block cookies, though some features may not function properly.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or technical changes. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

10. Contact and Complaints

If you have questions about this Privacy Policy, believe your data has been handled incorrectly, or wish to raise a concern, you should contact us through our normal business channels. You also have the right to complain to the Information Commissioner’s Office (ICO) if you are unhappy with how your data has been processed.

By using our services, you acknowledge that you have read and understood this Privacy Policy and that it applies to all customers of Man With A Van Hendon in the area.