Privacy Policy

Man With a Van Kilburn Privacy Policy

This Privacy Policy explains how Man With a Van Kilburn collects, uses, stores, and protects personal data relating to our customers and prospective customers in the Kilburn area. It also explains your rights under the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Man With a Van Kilburn customers in our service area, including individuals and businesses who contact us, request quotations, make bookings, or otherwise use our services.

Who We Are and Scope of This Policy

Man With a Van Kilburn is a removals and transport service operating in and around the Kilburn area. We act as the data controller for personal data that we collect and process about our customers and potential customers. This means we determine the purposes and means of processing your personal data.

This Policy covers personal data collected through our website, by telephone, via messaging applications, in person, and through any other communication channels we use to provide our services.

Types of Personal Data We Collect

We may collect and process the following categories of personal data about you, depending on how you interact with us and which services you use:

Identification and contact details: name, address, collection and delivery addresses, and other basic contact information such as communication handles you provide when you contact us.

Service and booking information: details of your booking or quotation, dates and times of the move, type and size of the job, access details for properties, special handling requirements, and related service notes.

Payment information: details necessary to confirm that payment has been made, such as transaction references and payment status. We do not store full card details when third party payment processors are used.

Communication records: details of enquiries, quotations, complaints, feedback, and any other correspondence with us, including call notes or message histories where relevant to our services.

Technical and usage data: where you use our website or online tools, we may collect technical data such as IP address, device type, browser type, and basic usage information. This is typically collected using cookies or similar technologies where applicable.

Lawful Bases for Processing Your Data

We process your personal data only when we have a lawful basis to do so under data protection law. Depending on the circumstances, we may rely on the following lawful bases:

Performance of a contract: we process your data where it is necessary to provide our services to you, including handling quotations, bookings, removals, and related customer support. Without this data we may not be able to enter into or fulfil our contract with you.

Legitimate interests: we may process personal data where it is necessary for our legitimate business interests and where these interests are not overridden by your rights and freedoms. This includes activities such as managing and improving our services, responding to enquiries, keeping records of completed jobs, and protecting our business from fraud or misuse.

Legal obligations: we may process personal data where required to comply with our legal and regulatory obligations, such as accounting, tax, and record keeping requirements.

Consent: in limited cases, we may rely on your explicit consent, for example, where required for certain marketing communications. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We may use your personal data for the following purposes:

To respond to your enquiries, provide quotations, and communicate with you about potential or confirmed bookings.

To plan and carry out your removal or transport service, including route planning, vehicle allocation, and coordination with any third parties where necessary.

To manage payments, including issuing invoices, processing payments via third party payment providers, and maintaining financial and accounting records.

To maintain customer service and support, including handling complaints, resolving disputes, and recording information necessary for quality control and training.

To manage and improve our business operations, including analysis of service demand, job scheduling, and operational planning.

To meet our legal obligations, including tax and accounting requirements, and to cooperate with law enforcement or regulatory authorities where legally required.

To send you service related messages about your booking, such as reminders, changes, or updates that are necessary for the performance of the service.

Data Retention

We keep your personal data only for as long as is necessary for the purposes for which it was collected, and to comply with applicable legal, accounting, or reporting requirements.

In general, we will retain basic customer and booking records for a period that allows us to handle queries, complaints, or legal claims related to the services we provided. Financial records are typically retained for the period required by tax and accounting laws.

Where we no longer need your personal data, we will take reasonable steps to delete it or anonymise it so that you are no longer identifiable.

Data Processors and Third Parties

We may share your personal data with selected third parties who act as data processors on our behalf. These processors are engaged to support our operations and are only permitted to process your data in accordance with our instructions and applicable data protection law.

Examples of such processors include:

Payment processing providers that handle card or online payments on our behalf.

IT and hosting providers that store or maintain our digital systems and data.

Communication service providers that facilitate messaging or call services used to contact you about your booking.

Professional advisers, such as accountants, where necessary for our legitimate business purposes and legal obligations.

We require all data processors to take appropriate security measures to protect your personal data and to treat it in accordance with the law. We do not sell your personal data to third parties.

International Data Transfers

Where our use of third party processors results in personal data being transferred outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place. These may include standard contractual clauses or other legally recognised transfer mechanisms designed to protect your personal data in accordance with data protection law.

Data Security

We take reasonable and appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include limiting access to personal data to staff and service providers who have a legitimate need to know it, using secure methods to store and transmit data, and regularly reviewing our security practices.

Your Data Protection Rights

Under data protection law, you have certain rights in relation to your personal data. These rights may be subject to legal conditions and exemptions, but we will always consider and respond to any request you make in accordance with applicable law.

Right of access: you can request confirmation that we process your personal data and obtain a copy of that data, along with information about how we use it.

Right to rectification: you can ask us to correct or complete inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you can request that we delete your personal data, for example, where it is no longer needed for the purposes for which it was collected or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction of processing: you can ask us to restrict how we use your personal data in certain situations, such as while we are considering a request to rectify it.

Right to data portability: in some cases, you can request that we provide your personal data in a structured, commonly used, and machine readable format, and that we transmit it to another controller where technically feasible.

Right to object: you can object to certain types of processing based on our legitimate interests. We will stop processing your data unless we have compelling legitimate grounds that override your interests, rights, and freedoms, or the processing is for the establishment, exercise, or defence of legal claims.

Right to withdraw consent: where we rely on your consent to process your personal data, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before it was withdrawn.

How to Exercise Your Rights or Raise Concerns

If you wish to exercise any of your rights or have questions about how we handle your personal data, you can contact us using the contact methods provided on our website or through the usual communication channels you use with Man With a Van Kilburn.

You also have the right to lodge a complaint with the Information Commissioner's Office, which is the data protection authority in the United Kingdom, if you are unhappy with how we have used your data. We would, however, appreciate the opportunity to address your concerns directly before you contact the authority.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Any updated version will be made available through our usual communication channels. We encourage you to review this Policy periodically to stay informed about how we protect your personal data.

This Privacy Policy applies to all customers and prospective customers of Man With a Van Kilburn in our service area and is intended to provide clear, transparent information about how we handle and protect your personal data.