Privacy Policy - Man And Van Hampstead

This Privacy Policy explains how Man And Van Hampstead collects, uses, stores, shares, and protects personal data in connection with its moving and transport services. It applies to all Man And Van Hampstead customers in the area, including individuals who request quotes, make bookings, receive removals or van services, or otherwise interact with our business. We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Hampstead provides moving, transport, loading, unloading, and related services for residential and commercial customers. For the purposes of data protection law, we act as the data controller for the personal information we collect and decide how and why that data is used. This means we are responsible for ensuring that your data is processed in a way that respects your rights and complies with applicable law.

2. Personal Data We Collect

We collect only the information needed to provide our services, manage customer relationships, and meet legal or operational obligations. The types of personal data we may collect include:

Identity data such as your name, title, and any business name you provide.
Contact data such as your address, email address, and phone number.
Service data such as pickup and delivery locations, property access details, requested service type, moving dates, item lists, and relevant instructions.
Payment data such as payment confirmations, billing information, and transaction records. We do not store full card details unless strictly necessary through secure payment systems.
Communication data such as emails, messages, call notes, complaints, and customer support records.
Technical data such as IP address, browser type, and usage data if you interact with our digital systems.
Special notes that you voluntarily provide, for example access requirements, fragile items, or health-related instructions relevant to the service.

We generally collect data directly from you when you request a quote, book a service, communicate with us, or provide instructions related to your move. In some cases, we may also receive information from third parties acting on your behalf, such as landlords, business representatives, or payment providers, where necessary to complete your booking or deliver the service.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and carry out moving services.
To communicate with you about schedules, access arrangements, and service updates.
To process payments, issue invoices, and manage accounts.
To handle complaints, claims, and customer support queries.
To maintain internal records, service quality, and business administration.
To comply with legal obligations, including tax, accounting, and regulatory requirements.
To protect our business, staff, and customers from fraud, misuse, or security risks.

We will only use your personal data for purposes that are compatible with the reason it was originally collected, unless a new lawful basis applies.

4. Lawful Basis for Processing

We process personal data under one or more lawful bases permitted by GDPR. These include:

Contract – where processing is necessary to provide a quote, accept a booking, or perform the moving service you have requested.
Legal obligation – where we must retain or share information to comply with tax, accounting, insurance, or other legal requirements.
Legitimate interests – where processing is necessary for our business operations, such as service management, record-keeping, fraud prevention, and customer support, provided these interests do not override your rights and freedoms.
Consent – where you have given clear permission for specific optional uses of your data, such as certain marketing communications where applicable.

If we rely on consent, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These parties act as processors or, in some cases, independent controllers. We only share the information necessary for them to perform their role. Our processors may include:

Payment service providers that process transactions securely.
Accounting and bookkeeping providers that assist with financial records and tax compliance.
IT and cloud service providers that support data storage, email, and business systems.
Customer management and scheduling tools used to organise services and communications.
Insurance or legal advisers where needed to resolve claims or meet legal duties.

We require processors to handle data securely, use it only for agreed purposes, and implement appropriate technical and organisational measures. We do not sell your personal data. We may disclose information where required by law, court order, or lawful request from a public authority.

6. International Transfers

If any processor stores or accesses data outside the UK, we ensure that appropriate safeguards are in place. This may include adequacy regulations, standard contractual clauses, or equivalent protective measures to keep your data safe and compliant with data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including the need to provide services, resolve disputes, maintain business records, and comply with legal obligations. Retention periods may vary depending on the type of information and the relevant legal requirements.

Booking and service records are generally kept for a reasonable period after completion of the service to manage queries, claims, and accounting needs.
Financial and invoice records are retained for the period required by tax and accounting law.
Communication records may be retained for customer service, complaint handling, or evidence of agreed instructions.
Marketing preferences are retained until you object or withdraw consent, where relevant.

When data is no longer needed, we will securely delete, anonymise, or destroy it.

8. Data Security

We take appropriate measures to protect personal data against unauthorised access, alteration, disclosure, or loss. These measures may include access controls, secure storage, password protection, staff confidentiality obligations, and regular review of our data handling practices. While no system can be guaranteed completely secure, we work to reduce risks and respond promptly to any suspected data breach in accordance with legal requirements.

9. Your Rights

Under GDPR, you have the following rights regarding your personal data:

Right of access – you can request confirmation of whether we process your data and obtain a copy.
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 circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to data portability – you can request a copy of certain data in a structured, commonly used format.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

We may need to verify your identity before responding to a request. We aim to respond within the time limits required by law. In some cases, we may not be able to comply fully if we must retain data for legal reasons or if another lawful exemption applies.

10. Children’s Data

Our services are intended for adult customers and business clients. We do not knowingly collect personal data directly from children. If information relating to a child is provided incidentally as part of a moving service, it will be handled with care and only where necessary for service delivery.

11. Marketing

We may contact you with service-related updates or administrative messages necessary for the delivery of our services. Where permitted by law, we may also send limited marketing communications based on legitimate interests or your consent. You may opt out of marketing messages at any time. We will respect your preferences and ensure that any such communications are lawful and proportionate.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. The latest version will apply from the date it is published or otherwise communicated. We encourage you to review it periodically so you remain informed about how your personal data is handled.

13. Your Responsibility

Please ensure that any information you provide to us is accurate and up to date. If your details change, letting us know helps us deliver services correctly and maintain accurate records. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Man And Van Hampstead is committed to protecting your privacy and treating your personal data with respect, security, and transparency.