Privacy Policy - Man With A Van Kilburn

This Privacy Policy explains how Man With A Van Kilburn collects, uses, stores, shares, and protects personal data. It applies to all Man With A Van Kilburn customers in the area, including individuals and businesses who request, book, receive, or enquire about our removal, packing, transport, and related services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Man With A Van Kilburn is the data controller for the personal data described in this policy. This means we determine why and how your personal data is used when you interact with us as a customer, prospective customer, supplier contact, or website visitor where applicable. We only process personal data for legitimate business purposes and only to the extent necessary to provide our services and operate our business responsibly.

2. Personal Data We Collect

We may collect and process the following categories of personal data:

Identity data: name, title, and any business or company name you provide.
Contact data: address, email address, telephone number, and collection or delivery details.
Service information: booking details, property access notes, item lists, inventory, and service preferences.
Payment and transaction data: records relating to invoices, payments, refunds, and service history.
Communication data: messages, phone notes, email correspondence, and feedback.
Technical and usage data: basic information such as IP address, device type, browser type, and interaction data if you use our digital services.
Special category data: we do not usually seek to collect special category data. If you voluntarily provide such information, for example to support access needs, we will only use it where strictly necessary and with appropriate safeguards.

We collect data directly from you when you request a quote, make a booking, confirm service details, communicate with us, or provide feedback. In some cases, we may receive information from third parties acting on your behalf, such as estate agents, landlords, business managers, or family members arranging a move for you.

3. How We Use Your Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to manage bookings and perform moving or transport services;
to contact you about service updates, scheduling, and delivery arrangements;
to process payments, issue invoices, and maintain accounting records;
to handle complaints, claims, and service-related disputes;
to improve our services, customer experience, and internal operations;
to comply with legal and regulatory obligations;
to maintain business records and defend or establish legal claims;
to ensure the safety and security of our staff, vehicles, property, and customers.

We will only use your personal data where we have a lawful basis to do so. We do not sell your personal data.

4. Lawful Basis for Processing

Under UK GDPR, we rely on one or more of the following lawful bases:

Contract

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

Legal Obligation

We may process data where required to comply with legal obligations, including tax, accounting, recordkeeping, insurance, and safety requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include business administration, service improvement, fraud prevention, security, customer support, and handling disputes.

Consent

In limited circumstances, we may rely on your consent, for example where you choose to provide optional information not otherwise required for service delivery. Where consent is used, you may withdraw it at any time.

Vital Interests

In exceptional situations, we may process data to protect someone’s vital interests, such as in an emergency involving health or safety.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, but only where necessary and subject to appropriate safeguards. These may include:

Payment service providers who process card or bank transactions;
Accounting and bookkeeping providers who assist with invoicing, tax compliance, and financial records;
IT and cloud service providers who store, secure, or support our business systems;
Customer communication tools used for email, messaging, or booking administration;
Insurance providers and claims handlers;
Professional advisers such as legal or tax advisers;
Public authorities where disclosure is required by law or necessary to protect rights and safety.

Where we use processors, they are only permitted to process personal data on our instructions and are required to protect it appropriately. We take reasonable steps to ensure any processor offers sufficient guarantees regarding security, confidentiality, and compliance with data protection law.

6. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. This may include use of adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. We take steps to make sure that any international transfer is protected to the standard required by law.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

Customer and booking records: kept for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records: retained for the period required by law.
Communication records: kept as needed to resolve queries, manage complaints, or maintain business evidence.
Claims and dispute records: retained for as long as necessary to deal with the matter and any related legal obligations.

When personal data is no longer required, we will delete it securely, anonymise it, or otherwise dispose of it in a safe and lawful manner.

8. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be limited in some circumstances, but we will always consider and respond to your request appropriately.

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can request deletion of your data in certain circumstances.
Right to restriction: you can ask us to limit the way we use your data in some situations.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to data portability: you can request transfer of certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

If you believe we have not handled your personal data properly, you also have the right to raise a complaint with the UK Information Commissioner’s Office. We encourage you to contact us first so we can try to resolve your concern directly and promptly.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, confidentiality obligations, and internal procedures designed to limit access to personal data to those who need it for legitimate business purposes.

Although no system can be guaranteed as completely secure, we take reasonable steps to protect the information we hold and regularly review our safeguards to maintain a high level of protection.

10. Children’s Data

Our services are intended for adults, although we may incidentally process information relating to children where it is necessary for the provision of a move or related service, such as family relocation arrangements. We do not knowingly collect children’s personal data for marketing purposes. Where relevant, such data will be handled with care and only to the extent necessary for service delivery or legal compliance.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, legal obligations, or data protection requirements. The updated version will apply from the date it is made available. We recommend reviewing this policy periodically to stay informed about how we protect your personal data.

12. Summary of Key Points

Man With A Van Kilburn only collects personal data needed to provide moving and related services, manage business operations, and meet legal duties. We process data on lawful bases including contract, legal obligation, legitimate interests, and consent where appropriate. We share information only with trusted processors and other parties when necessary, and we keep data only for as long as required. You have clear rights over your personal data, and we respect those rights in accordance with UK data protection law.