Privacy Policy - Man With A Van Islington

This Privacy Policy explains how Man With A Van Islington collects, uses, stores, shares, and protects personal data in connection with our removal and transport services. It applies to all Man With A Van Islington customers in the area, including individuals, households, landlords, tenants, and business customers who use our services within Islington and the surrounding local area.

1. Introduction

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your data.

By using our services, requesting a quote, making a booking, or communicating with us, you acknowledge that your personal information may be processed as described in this Privacy Policy.

2. Personal Data We Collect

We only collect personal data that is necessary for the provision, management, and improvement of our services. The categories of data we may collect include:

Identity information such as your name and title.
Contact details such as phone number, email address, and service address.
Booking details including move date, pickup and delivery addresses, inventory details, access requirements, and special instructions.
Payment information such as billing details and transaction records. We do not store full card details where payment is processed securely by a payment provider.
Communication records including emails, messages, call notes, and customer service enquiries.
Service history such as previous quotes, bookings, complaints, claims, and resolution records.
Technical data including basic website or device information if you interact with our online systems, such as IP address, browser type, and cookies where applicable.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it. For example, you may share access needs or other information relevant to safe service delivery. If such data is provided, we will process it only where lawful and appropriate safeguards are in place.

3. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To book, manage, and complete removals and transport services.
To contact you about your booking, arrival times, access arrangements, or service updates.
To process payments, invoices, and refunds where applicable.
To handle customer service matters, complaints, and claims.
To maintain internal records, administer our business, and meet legal obligations.
To improve our services, train staff, and monitor quality and safety.
To prevent fraud, misuse, or unlawful activity.

We will only use your personal data in ways that are compatible with the purposes outlined in this policy. Where we need to use data for a new purpose, we will assess whether that use is lawful and, where required, inform you.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for every processing activity. Depending on the circumstances, we rely on one or more of the following bases:

Contract - processing is necessary to provide a quote, accept a booking, perform the service, and manage the customer relationship.
Legal obligation - processing is necessary to comply with tax, accounting, insurance, or other legal requirements.
Legitimate interests - processing is necessary for our legitimate business interests, such as maintaining records, improving services, managing risk, and responding to enquiries, provided those interests do not override your rights and freedoms.
Consent - in limited cases, we may rely on consent, for example where it is required for certain marketing activities or optional data uses. You may withdraw consent at any time.
Vital interests - in rare situations, we may process data to protect someone’s life or physical safety.

Where we process special category data, we will only do so if an additional condition under the UK GDPR applies, such as explicit consent or a relevant legal necessity.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to provide our services, operate our business, or comply with legal obligations. These third parties may act as processors or, in some circumstances, as independent controllers.

Examples of processors may include:

Payment processors that securely handle card or online payment transactions.
IT and hosting providers that store or support our data systems and communication tools.
Customer management or booking software providers that help us manage service requests.
Accounting and invoicing providers that assist with financial records and compliance.
Email, messaging, and communication service providers that enable us to correspond with customers.
Professional advisers such as accountants, insurers, or legal advisers where necessary.

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

We may also disclose information where required by law, court order, insurance processes, or to prevent or detect crime. If a business reorganisation or transfer occurs, personal data may be transferred as part of that transaction, subject to legal safeguards.

6. International Transfers

Where a service provider stores or processes data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protections recognised by law. We take reasonable steps to ensure your data remains protected wherever it is processed.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

Quotation and enquiry data may be kept for a reasonable period to manage follow-up, administration, and service development.
Booking and service records are generally retained for longer periods to support contractual obligations, dispute resolution, and customer history.
Financial and tax records are retained in line with legal obligations.
Complaint, claim, or incident records may be kept for the time needed to resolve the matter and manage legal risk.

When personal data is no longer required, we will delete, anonymise, or securely archive it in accordance with our retention practices. Retention periods may change if a longer period is needed to comply with a legal claim or regulatory requirement.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction, or alteration. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our systems and procedures.

While we take data security seriously, no system can be guaranteed to be completely secure. If a personal data breach occurs, we will assess the situation and take action in line with legal obligations, including notifying affected individuals and regulators where required.

9. Your Rights Under Data Protection Law

As a data subject, you have several rights regarding your personal data. These rights are not absolute and may be subject to exemptions under the law. Your rights include:

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 data.
Right to erasure - in certain circumstances, you may ask us to delete your data.
Right to restriction - you may ask us to limit how we use your data in some situations.
Right to object - you may object to processing based on legitimate interests or direct marketing.
Right to data portability - in some cases, you may request your data in a structured, commonly used format.
Right to withdraw consent - where 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 applicable data protection law. We may need to verify your identity before responding to your request.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is provided by an adult customer as part of service arrangements, such as household booking details. If we become aware that we have collected data from a child without appropriate authority, we will take steps to remove it where required.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we process personal data.

12. Summary of Our Commitment

Man With A Van Islington is committed to protecting personal data and respecting privacy rights. We collect only the information needed to deliver and manage our services, use it for clear and lawful purposes, retain it only as long as necessary, and require processors to safeguard it appropriately. We also recognise your rights and will handle requests responsibly and in line with the law.

Important: This Privacy Policy applies to all Man With A Van Islington customers in the area and forms part of our commitment to transparent and lawful data handling.