Privacy Policy - Man And A Van Pimlico

This Privacy Policy explains how Man And A Van Pimlico collects, uses, stores, shares, and protects personal data. It applies to all Man And A Van Pimlico customers in the area, including individuals and businesses who request, book, receive, or enquire about our removal, delivery, man and van, and related moving services.

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 is intended to help you understand what information we process, why we process it, and what rights you have over your data.

1. Personal Data We Collect

We only collect data that is necessary for providing and improving our services, managing customer relationships, and meeting legal and operational requirements. The types of personal data we may collect include:

Identity details: name, title, and, where relevant, business or company name.
Contact details: telephone number, email address, billing address, pickup address, and delivery address.
Service information: details of your booking, move date, property access notes, item lists, special handling instructions, and any preferences you provide.
Payment details: limited payment and transaction records, though full card data is generally handled by payment processors rather than stored by us.
Communication records: emails, messages, call notes, complaints, and feedback.
Technical and usage data: IP address, browser type, device information, and basic site interaction data where relevant to security, performance, or analytics.
Optional information: any additional details you choose to provide that help us carry out the service safely and efficiently.

We do not intentionally collect more data than is needed. If you provide information about third parties, such as another person receiving the items, you are responsible for ensuring you have the right to share that information with us.

2. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to plan, manage, and complete moving and transport services;
to communicate with you about your enquiry, booking, or service changes;
to issue invoices, process payments, and manage refunds or disputes;
to maintain business records and ensure service quality;
to meet legal, accounting, tax, insurance, and regulatory obligations;
to improve our services, operations, and customer experience;
to protect against fraud, misuse, or unlawful activity;
to handle complaints, claims, and internal investigations.

We may also use aggregated or anonymised information for reporting and service analysis. This information does not identify individuals and is not considered personal data.

3. Lawful Basis for Processing

We process personal data only where we have a lawful basis under the UK GDPR. Depending on the context, our lawful bases may include:

Contract

We process data when it is necessary to enter into or perform a contract with you, such as preparing a quotation, arranging a move, and completing the agreed service.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing operations, responding to enquiries, preventing fraud, improving service delivery, and maintaining records.

Legal Obligation

We may process and retain information where required to comply with legal obligations, including tax, accounting, insurance, and regulatory requirements.

Consent

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

We do not rely on consent where another lawful basis is more appropriate or more reliable for delivering our services.

4. Sharing Your Data and Processors

We may share personal data with trusted third parties who act as data processors or independent controllers, but only when necessary and only under appropriate safeguards. These may include:

Payment processors: to process secure transactions and reduce exposure of sensitive payment information.
Booking and administrative software providers: to manage scheduling, customer records, and communications.
IT and cloud service providers: for secure storage, backup, email, and system support.
Professional advisers: such as accountants, insurers, legal advisers, and auditors.
Subcontractors or operational partners: when needed to assist in completing a move or delivery.
Authorities or regulators: where disclosure is required by law or necessary to establish, exercise, or defend legal claims.

All processors are required to handle personal data securely and only in accordance with our instructions and applicable data protection law. We do not sell personal data.

5. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including to satisfy legal, accounting, tax, insurance, and operational requirements. Retention periods may vary depending on the type of record and the nature of the service provided.

Booking and service records: retained for a reasonable period to manage customer service, disputes, and internal accounting.
Financial and invoicing records: retained for the period required by law and standard business practice.
Communication records: kept as needed for service history, complaints handling, and evidence of instructions.
Marketing preferences: kept until you opt out or request deletion where applicable.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention procedures.

6. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices.

However, no system is completely secure. While we take reasonable steps to protect your data, we cannot guarantee absolute security. If a personal data breach occurs and we are required to notify you or a regulator, we will do so in accordance with legal requirements.

7. Your Data Protection Rights

Under data protection law, you may have the following rights in relation to your personal data:

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

These rights are not absolute and may be subject to legal exceptions. If we cannot act on your request, we will explain why where permitted by law.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been mishandled.

8. Marketing Communications

We may send service-related messages where necessary to manage your booking or provide updates. If we send optional marketing messages, we will do so only where permitted by law. You may opt out of marketing communications at any time, and your preference will be respected promptly.

9. International Transfers

Where any service provider stores or processes data outside the UK, we will ensure appropriate safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent measures recognised under applicable law.

10. Children’s Data

Our services are not intended to be contracted by children. We do not knowingly collect personal data from children except where it is necessary in connection with a service requested by an adult customer and handled in accordance with the law.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any updated version will apply from the date it is made available. We encourage customers to review it periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

Man And A Van Pimlico is committed to using personal data responsibly, securely, and only where necessary. We collect information to provide moving and transport services efficiently, rely on lawful bases recognised by data protection law, retain records for appropriate periods, and work only with trusted processors under suitable safeguards. We also respect your rights and aim to make it easy for all customers in the area to understand and control how their data is used.

This policy applies to every customer of Man And A Van Pimlico in the area and reflects our ongoing commitment to GDPR compliance.