Privacy Policy - Man And Van Isleworth

This Privacy Policy explains how Man And Van Isleworth collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man And Van Isleworth customers in the area, including anyone who requests a quote, books a service, communicates with us, or uses our moving and transport services. We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who we are

Man And Van Isleworth provides local moving, delivery, collection, and related transport services. In the course of operating our business, we may need to collect and process personal data about customers, prospective customers, suppliers, and other individuals connected with a booking. We take data protection seriously and aim to collect only what is necessary for legitimate business purposes.

2. Personal data we collect

We may collect the following categories of personal data:

Identity details such as your name or the name of a business representative.
Contact details such as address information and communication preferences.
Service information such as booking dates, pickup and delivery locations, item descriptions, access details, and any special handling requirements.
Payment and billing data where relevant to the service and payment process.
Communication records including emails, messages, phone notes, and any feedback or complaints you provide.
Technical and usage data if you interact with our digital systems, including basic device or log information used for security and service administration.

We do not seek to collect more information than is needed. In some situations, you may choose to provide additional details to help us carry out the service safely and efficiently. Where such information is voluntarily supplied, we will handle it in line with this policy.

3. How we use personal data

We use personal data to operate our services and to meet legal and business obligations. Typical uses include:

Providing quotes and confirming bookings.
Planning and delivering moving or transport services.
Communicating with customers about schedules, access, and service updates.
Processing payments and managing invoices or receipts.
Handling customer support, feedback, and complaints.
Maintaining records for administration, accounting, and tax purposes.
Protecting against fraud, misuse, or security incidents.
Meeting legal, regulatory, and insurance-related obligations.

Where appropriate, we may also use data to improve the quality and reliability of our services. Any such use is limited to purposes that are compatible with the reason the data was collected.

4. Lawful basis for processing

Under the UK GDPR, we must have a lawful basis to process personal data. Man And Van Isleworth relies on the following bases depending on the activity involved:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging services, carrying out transport work, issuing invoices, and handling related communications.

Legal obligation

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

Legitimate interests

We may process data for our legitimate business interests where those interests are not overridden by your rights and freedoms. This may include service improvement, business administration, protecting our operations, preventing fraud, and responding to customer enquiries. We always consider the impact on your privacy before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example where it is required for a specific optional activity. If consent is used, you can withdraw it at any time. Withdrawing consent will not affect processing carried out before it was withdrawn.

5. How we share personal data

We may share personal data with carefully selected third parties when it is necessary to provide our services or manage our business. These may include:

Service providers and processors who support booking administration, payment handling, data storage, communication, or IT systems.
Professional advisers such as accountants, insurers, legal advisers, or auditors.
Public authorities where disclosure is required by law or is necessary to protect rights, safety, or property.

We do not sell personal data. When we use third-party processors, they are only permitted to act on our instructions and must implement appropriate security and confidentiality measures.

6. Processors

A processor is an external organisation that processes personal data on our behalf. We may use processors for functions such as:

IT and data hosting services.
Communication and customer management tools.
Accounting and financial administration.
Operational support and record management.

Before using a processor, we assess their data protection standards and ensure suitable contractual safeguards are in place. These safeguards require them to protect personal data, limit use to authorised purposes, and assist us in meeting our obligations under data protection law.

7. International transfers

Where personal data is transferred outside the UK, we take steps to ensure adequate protection is in place. This may include using approved contractual safeguards or transferring data only to countries recognised as providing an appropriate level of protection. Any such transfer is carried out in line with applicable legal requirements.

8. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may depend on the type of information and the reason it was collected.

Examples include:

Booking and service records retained for a reasonable period to manage queries, disputes, and operational needs.
Financial records retained for the period required by tax and accounting law.
Complaint or correspondence records retained for as long as needed to resolve the matter and support audit purposes.

When data is no longer needed, we will delete it securely or anonymise it so it can no longer identify you. Retention is always limited to what is necessary and proportionate.

9. Security of personal data

We use reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and periodic review of our data handling practices. While no system can be guaranteed completely secure, we work to reduce risks and respond appropriately to any suspected incident.

10. Your rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to conditions or exceptions 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 information.
Right to erasure – in certain cases, you can request that we delete your data.
Right to restriction – you can ask us to limit how we use your data in some situations.
Right to object – you can object to processing based on legitimate interests, and in some cases direct marketing.
Right to data portability – where applicable, you can ask for 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 any of these rights, we will respond in accordance with legal timeframes and requirements. We may need to verify your identity before acting on a request to protect your privacy.

11. Children’s data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in connection with a service arrangement and is provided by an authorised adult. If we become aware that data has been collected inappropriately, we will take appropriate steps to delete it.

12. Complaints and your choices

If you have concerns about how your personal data is handled, you have the right to raise those concerns with the appropriate data protection authority. You may also contact us to discuss the issue directly so that we can try to resolve it promptly and fairly. We encourage you to contact us first where possible, as many issues can be resolved quickly through communication.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, our services, or our data handling practices. Any revised version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how your personal data is handled.

By using the services of Man And Van Isleworth, you acknowledge that you have read and understood this Privacy Policy. We are committed to maintaining a privacy-conscious approach and to processing personal data only where it is necessary, lawful, and fair.