Privacy Policy - Man With Van Kilburn

Man With Van Kilburn is committed to protecting the privacy and personal data of all customers in the area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our moving and transport services. It applies to all Man With Van Kilburn customers in the area, including individuals, households, landlords, tenants, and business clients who request our services or interact with us in connection with a booking, quote, or service enquiry.

1. Who We Are

For the purposes of data protection law, Man With Van Kilburn acts as the data controller in relation to the personal data we collect and use for our own business operations. This means we decide why and how your personal data is processed, in accordance with the UK GDPR and the Data Protection Act 2018. We take our responsibility seriously and only process personal data where we have a lawful basis to do so.

2. Personal Data We Collect

We may collect different types of personal data depending on how you use our services. The information we collect may include:

Identity details such as your name and title;
Contact details such as your email address, telephone number, and moving address;
Service details including pick-up and delivery addresses, property access information, inventory details, preferred dates, and service instructions;
Billing and payment information where required for invoicing and payment processing;
Communication records including emails, messages, and notes relating to your enquiry or booking;
Usage and technical information if you interact with our digital systems, such as device data, browser type, and basic log information;
Special requirements that you voluntarily provide, such as access needs or handling instructions for fragile items.

We do not intentionally collect more data than is needed for legitimate business purposes. Where possible, we encourage customers to avoid sharing unnecessary personal information.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or service;
make a booking;
communicate with us by phone, email, or other means;
provide instructions relating to a move or delivery;
submit payment or invoice-related information;
give feedback or make a complaint.

We may also receive data from third parties where necessary for service delivery, such as landlords, estate agents, property managers, or business clients who organise services on your behalf. If this happens, we will handle the information in accordance with this Policy and applicable law.

4. Why We Use Your Personal Data

We use personal data for specific and lawful purposes, including:

providing quotes and managing bookings;
planning and carrying out removals and transport services;
communicating with customers about service details;
issuing invoices and processing payments;
handling customer service, complaints, and claims;
maintaining business records;
meeting legal, tax, accounting, and regulatory obligations;
improving our services and internal operations;
protecting our business, staff, customers, and property from fraud or misuse.

We only use your data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible reason and that reason is permitted by law.

5. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes arranging quotes, confirming bookings, providing moving services, and managing payments.

Legal Obligation

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

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. Examples include managing customer relationships, improving service quality, handling disputes, and protecting against fraud or misuse.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily agree to receive certain marketing communications. Where consent is used, you may withdraw it at any time.

6. Sharing Your Data and Processors

We may share personal data with trusted third parties that help us operate our business. These third parties act as processors when they process data on our behalf and only under our instructions. They may include:

IT and cloud service providers that store or manage business records;
payment service providers that handle transactions;
accounting and invoicing providers that support financial administration;
communication service providers that assist with emails, messaging, or customer administration;
professional advisers such as accountants, insurers, or legal advisers, where necessary;
subcontractors or operational partners who assist with the delivery of moving services.

We require processors to safeguard your data, keep it confidential, and comply with applicable data protection laws. We do not sell personal data. We do not share it with unrelated third parties unless required to do so by law, necessary to provide the service, or permitted by you.

7. International Transfers

If any of our processors store or access personal data outside the UK, we will take appropriate steps to ensure that your data remains protected. This may include using approved safeguards, such as standard contractual clauses or equivalent legal mechanisms recognised under data protection law.

8. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, tax, and reporting requirements. Retention periods depend on the type of data and the nature of our relationship with you.

As a general approach:

quote and booking information may be kept for a reasonable period after the service ends in case of follow-up, dispute, or record verification;
financial records are retained for the periods required by tax and accounting law;
customer correspondence may be retained while it remains relevant to service delivery, complaint handling, or legal defence;
data no longer needed is securely deleted, anonymised, or archived where appropriate.

Where we rely on legitimate business needs or legal obligations, we retain data only for the minimum period necessary. Once the retention period expires, the data is removed safely.

9. Your Rights

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

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain circumstances;
restrict how we use your data in certain cases;
object to processing based on legitimate interests or direct marketing;
data portability where applicable;
withdraw consent at any time, where processing is based on consent.

You also have the right to raise concerns about how your data is handled. If you believe your rights have not been respected, you may contact the relevant supervisory authority. We encourage customers to contact us first so we can address any issue promptly and fairly.

10. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of internal processes. While no system is completely risk-free, we work to keep personal information safe and limited to authorised use only.

11. Marketing

We may send marketing communications only where allowed by law. If you have given consent or we are otherwise permitted to contact you, you may opt out at any time. We will respect your choice and stop sending marketing messages where required.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any updates will apply from the date they are published or otherwise communicated. We recommend reviewing this Policy periodically to stay informed about how we protect your personal data.

13. Summary of Our Commitment

Man With Van Kilburn processes personal data fairly, lawfully, and transparently. We collect only the information needed to provide services, use it on a proper lawful basis, keep it secure, share it only with trusted processors where necessary, and retain it for no longer than required. This Policy applies to all Man With Van Kilburn customers in the area and reflects our commitment to respecting privacy in every aspect of our service.

We value your trust and aim to handle your data with care, responsibility, and respect.