Privacy Policy - Man And Van Shepherds Bush

This Privacy Policy explains how Man And Van Shepherds Bush collects, uses, stores, shares, and protects personal data when providing moving, transport, and related services. It applies to all Man And Van Shepherds Bush customers in the area, including prospective customers, current customers, and anyone who makes an enquiry or otherwise interacts with our services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to anyone who uses, requests, or considers using our services in Shepherds Bush and the surrounding area. It also applies to individuals whose data we may process as part of a service booking, such as household members, tenants, landlords, business representatives, and designated third parties. We only collect and use personal data where it is necessary for legitimate service-related purposes and where a lawful basis exists.

2. Personal Data We Collect

We may collect the following categories of personal data depending on the nature of the service:

Identity details, such as your name and title.
Contact details, such as telephone number, email address, and service address.
Booking information, including the date, time, and type of move or transport request.
Payment-related information, where needed to process invoices, receipts, or refunds. We do not keep unnecessary financial information.
Service and property details, such as access instructions, inventory notes, item descriptions, and delivery or collection requirements.
Communication records, including messages, call notes, complaint details, and customer feedback.
Technical data such as basic website or device information if you contact us through digital channels, where applicable.

We do not intentionally collect special category data unless you choose to provide it and it is strictly required for a service-related reason, in which case we will process it only where allowed by law and with appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings and deliver moving or transport services.
To arrange access, scheduling, and operational planning.
To communicate about service changes, delays, or service completion.
To issue invoices, process payments, and maintain business records.
To deal with complaints, insurance matters, or dispute resolution.
To improve service quality, safety, and internal operations.
To comply with legal or regulatory requirements.

We only use data in ways that are necessary and proportionate to the services requested.

4. Lawful Basis for Processing

Under the UK GDPR, we rely on one or more lawful bases to process personal data:

Contract

We process data where it is necessary to enter into or perform a contract with you, such as managing a booking, providing a quotation, completing a move, or issuing an invoice.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service administration, customer support, fraud prevention, quality control, and record keeping.

Legal Obligation

We may process and retain certain data to comply with legal obligations, including accounting, tax, insurance, and regulatory requirements.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information that is not required for the service. 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, but only where necessary and on an appropriate legal basis. These third parties may act as data processors or independent controllers, depending on the relationship and purpose.

Examples of processors may include:

IT and cloud service providers that support secure storage and communication.
Payment service providers that help process transactions.
Accounting or bookkeeping providers that assist with financial administration.
Customer communication systems used to manage bookings and service updates.
Professional advisers, such as legal or insurance advisers, where needed.

All processors are selected with care and are required to handle data securely, follow our instructions, and comply with applicable data protection laws. We do not sell personal data.

6. International Transfers

In some cases, data may be processed outside the United Kingdom if a service provider uses systems or servers located elsewhere. Where this occurs, we take steps to ensure that appropriate safeguards are in place, such as adequacy regulations or approved contractual protections, so that your data remains protected.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, unless a longer retention period is required or permitted by law. Retention periods may vary depending on the type of record and the reason for processing.

Booking and service records are usually retained for a period necessary to manage the service and handle follow-up queries.
Invoice, payment, and tax records are kept for the period required under accounting and tax laws.
Complaint and dispute records may be kept longer where needed to resolve issues or defend legal claims.
Communication records are retained for a reasonable period for service administration and customer care.

When data is no longer required, it is securely deleted, anonymised, or archived in a controlled manner.

8. Data Security

We use reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality expectations, and limited access on a need-to-know basis. While no system can be guaranteed completely secure, we review our practices regularly to reduce risk.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

The right of access to obtain a copy of the data we hold about you.
The right to rectification to correct inaccurate or incomplete data.
The right to erasure in certain circumstances, also known as the right to be forgotten.
The right to restrict processing where you want us to limit how we use your data.
The right to object to processing based on legitimate interests or direct marketing.
The right to data portability in certain situations where processing is based on consent or contract and carried out by automated means.
The right to withdraw consent where consent is the lawful basis.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO) if you believe your data has not been handled properly.

10. Automated Decision-Making

We do not use personal data for decisions that have legal or similarly significant effects based solely on automated processing. If this changes in the future, we will update this policy and provide the required information and safeguards.

11. Children’s Data

Our services are not aimed at children, and we do not knowingly collect personal data from minors except where it is incidentally provided in connection with a household move or related service. Where such information is necessary, it is handled only for the service purpose and with suitable care.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practice, or service structure. Any updated version will apply from the time it is published or otherwise communicated. We encourage customers to review the policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitment

Man And Van Shepherds Bush is committed to respecting privacy, limiting data collection to what is necessary, keeping information secure, and using personal data only for clear and lawful purposes. We aim to be transparent at every stage of the customer relationship and to process data in a way that supports reliable, professional service across Shepherds Bush and the surrounding area.