Privacy Policy - Man With Van Twickenham

This Privacy Policy explains how Man With Van Twickenham collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Twickenham customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our moving and transport services.

We are committed to handling personal information fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. Please read this policy carefully to understand your rights and how we manage your data.

1. Who We Are

For the purposes of data protection law, Man With Van Twickenham acts as the data controller for the personal data we collect in connection with our services. This means we decide how and why your personal data is used.

This policy applies to all customers and prospective customers within Twickenham and surrounding service areas who interact with us in relation to removals, deliveries, transport, and related services.

2. Personal Data We Collect

We only collect personal data that is necessary for providing our services, managing customer relationships, and meeting legal obligations. Depending on how you interact with us, we may collect the following categories of information:

Identity data such as your name and title.
Contact data such as your address, email address, and telephone number.
Booking and service data such as details of your move, collection and delivery addresses, dates, access information, and items to be moved.
Payment data such as payment confirmation, billing records, and transaction details. We do not store full card details where these are processed securely by a third-party payment provider.
Communication data such as messages, telephone notes, complaints, and correspondence about your service.
Technical data such as limited information about your device or browser if you contact us through digital channels.
Usage and operational data such as service history, scheduling information, and records needed to complete your booking.

We may also receive personal data from third parties where necessary, such as from an agent, landlord, employer, estate manager, or another person who arranges a service on your behalf.

3. How We Use Your Personal Data

We use personal data only for legitimate business and legal purposes. These include:

Providing quotes and responding to enquiries.
Managing bookings and delivering moving services.
Planning routes, schedules, and resource allocation.
Processing payments and maintaining financial records.
Communicating with you about your service.
Handling complaints, disputes, and customer support requests.
Meeting legal, accounting, tax, and insurance obligations.
Protecting against fraud, misuse, or unauthorised activity.
Improving our operations, service quality, and customer experience.

We will not use your personal data for purposes that are incompatible with the original reasons it was collected unless we have a valid legal basis to do so.

4. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, coordinating services, and managing payments.

Legal Obligation

We may process data where required to comply with legal obligations, including tax, accounting, record-keeping, insurance, and regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This may include business administration, service improvement, preventing fraud, maintaining records, and responding to customer queries.

Consent

In limited circumstances, we may rely on your consent, for example where we send certain types of optional marketing communication. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary to deliver our services or comply with legal requirements. These third parties act as processors or independent controllers depending on the service they provide.

Examples of processors and recipients may include:

IT and hosting providers who store or support our systems.
Email and communication service providers used for sending messages and managing enquiries.
Payment processors who securely handle transactions.
Accounting and bookkeeping providers who assist with financial administration.
Insurance providers and claims handlers where relevant.
Professional advisers such as legal or tax advisers.
Subcontracted service providers involved in fulfilling a booking, where necessary.

We require processors to handle data securely, use it only on our instructions, and comply with data protection law. We do not sell your personal data.

We may also disclose data if required by law, court order, governmental request, or to protect our rights, safety, or property, or those of others.

6. International Transfers

Where a processor or service provider stores or accesses data outside the United Kingdom, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms approved under applicable data protection law.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, tax, insurance, and dispute-resolution requirements.

Retention periods may vary depending on the type of data and the nature of the service. In general:

Quotation and enquiry records may be kept for a limited period after the enquiry ends.
Customer booking and service records may be retained for several years for contractual, accounting, and legal purposes.
Payment and invoice records are retained in line with statutory requirements.
Complaint and dispute records may be retained for as long as needed to resolve the matter and manage future claims.

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

8. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness procedures.

However, no method of transmission or storage is completely secure. While we work to protect your information, we cannot guarantee absolute security.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the circumstances:

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

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the issue.

10. Children’s Data

Our services are intended for adults and businesses arranging moving or transport services. We do not knowingly collect personal data directly from children unless it is provided incidentally and is necessary for the performance of a service or legal requirement.

11. Automated Decision-Making

We do not normally use automated decision-making or profiling that produces legal or similarly significant effects about you. If this changes, we will update this policy and provide the required information.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updated version will apply from the date it is published or otherwise made available. We encourage you to review this policy periodically.

13. Summary of Our Commitment

Man With Van Twickenham is committed to processing personal data fairly, securely, and lawfully. We collect only what we need, use it for clear and legitimate purposes, keep it only as long as necessary, and respect your rights under data protection law. This policy applies to all Man With Van Twickenham customers in area and is designed to ensure your personal information is handled with care and accountability.