Privacy Policy - Man And Van Edgware

This Privacy Policy explains how Man And Van Edgware collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, packing, loading, unloading, and related services. It applies to all Man And Van Edgware customers in the Edgware area, including individuals and businesses who request a quote, make a booking, or otherwise use our services. We are committed to handling personal data in a lawful, fair, transparent, and secure way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who This Policy Applies To

This policy applies to customers, prospective customers, recipients of deliveries, and any other individuals whose personal data we process in connection with our services. It also applies where we receive information from third parties, such as landlords, estate agents, property managers, business clients, or household members who arrange services on behalf of another person.

By using our services, requesting a quotation, or communicating with us about a move or delivery, you acknowledge that your personal data may be processed as described in this policy.

2. Personal Data We Collect

We may collect and process different categories of personal data depending on the service requested and the way we interact with you. The types of data may include:

Identity data: name, title, and, where necessary, proof of identity.
Contact data: address, email address, telephone number, and correspondence details.
Service information: moving addresses, property access details, inventory lists, item descriptions, and special handling instructions.
Payment data: billing details, payment status, and limited transaction information.
Communication data: messages, complaints, feedback, and notes made during calls, emails, or other communications.
Technical data: device information, IP address, and basic usage data if you interact with digital booking or enquiry systems.
Special instructions: information needed to support accessibility needs, safe lifting, property restrictions, or delicate items.

We only collect data that is relevant and necessary for arranging and delivering our services, managing our customer relationship, and meeting legal obligations.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and assess service requirements;
to arrange bookings and manage job schedules;
to communicate with customers about service details, changes, and completion;
to handle payments, invoices, refunds, and account records;
to manage customer support, complaints, and service queries;
to maintain security, prevent fraud, and protect our business and customers;
to comply with tax, accounting, insurance, and other legal obligations;
to improve service quality, planning, and operational efficiency;
to keep records of goods moved, claims, or damage reports where required.

We do not use personal data for purposes that are incompatible with the reason it was collected unless we have a valid legal basis or a legal obligation to do so.

4. Lawful Basis for Processing

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

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out removals or deliveries, and handling service-related communications.

Legal Obligation

We may process and retain data where necessary to comply with legal requirements, including tax, accounting, record-keeping, insurance, and regulatory obligations.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided these interests are not overridden by your rights and freedoms. These interests may include managing operations, improving services, maintaining security, preventing fraud, and defending legal claims.

Consent

In limited cases, we may rely on your consent, for example where optional communication preferences are involved. If consent is used, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties that assist us in delivering services or operating our business. These parties act as data processors or, in some cases, independent controllers. Where they process data on our behalf, they are only permitted to do so in accordance with our instructions and applicable data protection law.

Examples of processors and third parties may include:

Payment service providers that process transactions securely;
IT and cloud service providers that support data storage, booking systems, and communications;
Accounting and bookkeeping providers that assist with invoices, tax records, and financial administration;
Customer relationship and administrative support providers that help manage enquiries and service records;
Insurance providers or claims handlers where an incident or loss needs to be assessed;
Professional advisers such as lawyers, auditors, or consultants where necessary;
Public authorities where disclosure is required by law or to protect rights, safety, or property.

We take appropriate steps to ensure that processors protect personal data with suitable technical and organisational measures. Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place in line with data protection law.

6. 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, tax, insurance, or dispute-resolution requirements. Retention periods vary depending on the nature of the information and the service provided.

Quotation and enquiry data may be kept for a reasonable period to manage follow-up or service history.
Booking and service records are retained for operational, contractual, and legal purposes.
Invoice and payment records are retained in line with accounting and tax rules.
Complaint or claim records may be retained longer where necessary to resolve disputes or defend legal claims.

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices.

7. Your Rights Under GDPR

You have rights in relation to your personal data. These rights are not absolute and may be subject to legal limitations, but we will always consider your request carefully and respond in accordance with applicable law.

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: you may request deletion of your data in certain circumstances.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to data portability: you may request certain data in a structured, commonly used format.
Right to object: you may object to processing based on legitimate interests or direct marketing where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you believe your rights have been infringed, you also have the right to lodge a complaint with the UK Information Commissioner’s Office.

8. Security of Personal Data

We use appropriate 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 awareness, and restricted access to records. While no system can be guaranteed completely secure, we work to maintain a level of protection that is appropriate to the risks involved.

9. Data Minimisation and Accuracy

We aim to collect only the data we need and to keep it accurate and up to date. If your details change, please ensure that the relevant information is corrected so that we can continue to provide services efficiently and securely. Accurate data helps prevent delivery errors, booking issues, and unnecessary processing.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or service arrangements. Any updated version will apply from the date it is published. We encourage customers to review this policy periodically to remain informed about how their data is handled.

11. Summary of Our Commitment

Man And Van Edgware is committed to processing personal data lawfully, securely, and transparently. We collect only what is necessary, use data for legitimate service and legal purposes, retain it for appropriate periods, and share it only with trusted processors or where required by law. Our customers in the Edgware area can expect their information to be handled with care, respect, and in accordance with GDPR principles.