Privacy Policy - Man And Van Colindale

This Privacy Policy explains how Man And Van Colindale collects, uses, shares, stores, and protects personal data. It applies to all Man And Van Colindale customers in the area, including anyone who requests a quote, books a service, receives a delivery, or otherwise interacts with our removal and transport services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Colindale provides man and van, removals, collection, delivery, and related transport services. In the course of delivering these services, we may act as a data controller for personal data we collect directly from customers and prospective customers. This means we decide how and why your personal data is processed.

2. Personal Data We Collect

We collect only the personal data necessary to provide our services, manage our business, and meet legal obligations. The type of information we may collect includes:

Identity details such as your name and, where needed, company name;
Contact details such as telephone number and email address;
Service details such as pickup and delivery addresses, moving instructions, item descriptions, access information, dates, and times;
Payment information such as billing records and transaction details;
Communication records such as messages, notes from calls, and service-related correspondence;
Technical data such as IP address, device information, and basic usage data if you interact with our digital systems;
Special instructions relating to fragile, heavy, or sensitive items where necessary to complete the service safely.

We do not intentionally collect more information than is required for the service requested. If you provide personal data relating to another person, you must ensure that you have the right to share that information with us.

3. How We Collect Data

We may collect personal data in the following ways:

When you request a quote or make a booking;
When you communicate with us by phone, email, or other messaging methods;
When you provide delivery or access details before a job;
When payment is processed or invoicing is prepared;
When you leave feedback or raise a query or complaint;
When we receive information from third parties who are involved in arranging the service, such as property managers, landlords, or business clients.

Where personal data is obtained from third parties, we take reasonable steps to ensure that the information is relevant and that the source has a valid basis for sharing it.

4. Lawful Basis for Processing

We only process personal data where we have a lawful basis under the UK GDPR. Depending on the circumstances, we rely on one or more of the following:

Contract: processing is necessary to provide a quote, arrange a booking, carry out a move, issue invoices, or fulfil our service agreement with you;
Legitimate interests: processing is necessary for our legitimate business interests, such as improving our services, responding to enquiries, preventing fraud, maintaining service records, and managing customer relations, provided those interests do not override your rights and freedoms;
Legal obligation: processing is required to comply with tax, accounting, safety, or regulatory obligations;
Consent: in limited situations, we may rely on your consent, for example where you agree to optional marketing communications. You may withdraw consent at any time.

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

5. How We Use Personal Data

We may use your information to:

Provide quotes and confirm bookings;
Plan and complete removal or transport services;
Communicate updates, scheduling details, or service changes;
Process payments and maintain financial records;
Handle customer service requests, complaints, and claims;
Maintain health and safety, security, and operational records;
Meet legal, tax, and accounting obligations;
Improve our service quality and business operations;
Send marketing messages only where permitted by law or where you have given consent.

We will never sell your personal data.

6. Data Sharing and Processors

We may share personal data with trusted third parties who support our business operations. These third parties act as processors when they process data on our behalf and under our instructions. They may include:

Payment service providers who process card or online payments;
Accounting and bookkeeping providers who assist with invoicing and financial records;
IT and cloud storage providers who help us store and protect operational data;
Communication service providers who assist with email, phone, or messaging functions;
Professional advisers such as accountants, insurers, or legal advisers where necessary;
Subcontractors or operational partners who help deliver booked services under appropriate confidentiality and data protection obligations.

We may also disclose personal data if required by law, by a court order, or by a regulatory authority. Where we use processors, we ensure they process personal data securely, only on our instructions, and with suitable contractual protections in place.

7. International Transfers

Where any of our processors or service providers store or access data outside the UK, we take steps to ensure appropriate safeguards are in place. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal protections designed to keep your data secure and lawful.

8. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, tax, insurance, and dispute-resolution requirements. Retention periods may vary depending on the nature of the record:

Quotation and booking records are typically kept for a reasonable period to manage follow-up queries, service history, and customer support;
Invoices and payment records are kept for the period required by accounting and tax law;
Complaints, claims, and dispute records may be retained longer where needed to defend legal rights or satisfy insurance requirements;
Marketing preferences are retained until you opt out or unsubscribe.

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

9. Data Security

We take reasonable and proportionate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, or loss. These measures may include access controls, secure storage, staff confidentiality obligations, and routine review of systems and records.

Although no system can be guaranteed to be completely secure, we work to reduce the risk of misuse and to protect the information entrusted to us.

10. Your Rights

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

Right of access: to request a copy of the personal data we hold about you;
Right to rectification: to ask us to correct inaccurate or incomplete information;
Right to erasure: to request deletion of your data in certain circumstances;
Right to restriction: to ask us to limit how we use your data in certain situations;
Right to object: to object to processing based on legitimate interests or direct marketing;
Right to data portability: to receive certain data in a structured, commonly used format where applicable;
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time;
Right to complain: to raise concerns with the UK Information Commissioner’s Office if you believe your rights have been infringed.

Some rights may be limited where the law requires us to retain or continue processing information. We will respond to valid requests in accordance with applicable law and within the required timeframes.

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 incidentally provided in connection with a service request and is necessary to complete the job or manage access arrangements.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process data. Any updates will take effect when posted or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

Summary of Our Commitment

Man And Van Colindale is committed to processing personal data lawfully, securely, and transparently. We collect only the information needed to provide our services, we rely on valid lawful bases, we share data only with trusted processors or where required by law, and we retain records only as long as necessary. Your privacy rights remain important to us, and we take steps to ensure they are respected at every stage of our service relationship.