Privacy Policy - Man With Van Hackneymarshes

This Privacy Policy explains how Man With Van Hackneymarshes collects, uses, stores, shares, and protects personal data when providing moving, transport, packing, and related services. It applies to all Man With Van Hackneymarshes customers in area, including individuals, household clients, business customers, and anyone who contacts us to request a quote, book a service, manage an ongoing job, or make an enquiry. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Data We Collect

We only collect personal data that is necessary to provide our services, manage our business operations, and meet legal obligations. The types of data we may collect include:

Identity details such as your name, title, and, where relevant, the name of your company or organisation.
Contact information such as your telephone number, email address, and service address.
Service and booking details such as requested moving dates, addresses for collection and delivery, property access notes, inventory details, and service preferences.
Payment information such as transaction records, invoicing details, and billing information. We do not normally store full card details if a secure payment processor is used.
Communication records including emails, messages, call notes, and any information you provide when asking for a quote or support.
Technical data such as IP address, device information, browser type, and limited usage data if you interact with our digital systems.
Special instructions relating to access, parking, fragile items, or health and safety requirements.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service issue or safety reason. If such information is shared, we will only process it where permitted by law and with appropriate safeguards.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, manage, and complete moving and transport services.
To communicate about bookings, timing, access, delays, or service changes.
To issue invoices, process payments, and keep financial records.
To maintain service quality, train staff, and improve operations.
To handle complaints, disputes, claims, and insurance matters.
To comply with tax, accounting, and legal obligations.
To protect our business, customers, staff, and property from fraud, misuse, or security incidents.

We will only use your data for the purpose for which it was collected, unless we reasonably need to use it for a compatible related purpose or a legal requirement.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for each type of processing. Man With Van Hackneymarshes relies on the following lawful bases:

Contract – when we need your data to provide a quote, accept a booking, carry out a move, or manage payment and service fulfilment.
Legal obligation – when we must keep records for tax, accounting, insurance, or other legal compliance purposes.
Legitimate interests – when we use data to run and improve our business, respond to enquiries, secure our systems, prevent fraud, and manage customer relationships, provided these interests do not override your rights and freedoms.
Consent – where we ask for your permission for specific optional processing, and you may withdraw consent at any time.

Where we rely on legitimate interests, we consider the impact on your privacy and use only the minimum data necessary. Where consent is the basis, you may change your mind without affecting processing already carried out lawfully.

4. Sharing Data and Processors

We may share personal data with trusted third parties, known as processors, who help us operate our services. These processors only handle data on our instructions and are required to protect it appropriately. Examples may include:

Payment service providers used to process secure card or bank payments.
Accounting and bookkeeping processors used for invoicing, tax, and financial record keeping.
IT, hosting, email, and storage providers used to support business systems, backups, and communications.
Customer management or scheduling tools used to organise bookings and service delivery.
Insurance, legal, or claims handlers where a matter requires support, investigation, or dispute resolution.

We may also disclose data to independent controllers where required, such as law enforcement, regulators, or tax authorities. If we engage subcontracted drivers, removal operatives, or related service partners, they may process limited customer data strictly to perform the booked service.

We do not sell personal data. Any sharing is limited to what is necessary, proportionate, and subject to safeguards such as contracts, confidentiality obligations, and access controls.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, or reporting requirements. Retention periods may vary depending on the type of information and the reason it is held.

Booking and service records are generally retained for a reasonable period to manage service history, complaints, and operational needs.
Financial and invoicing records are retained for the period required by tax and accounting law.
Correspondence and enquiry records may be retained for administrative review, evidence, and customer service purposes.
Claims, disputes, and incident records may be retained longer where necessary to defend or establish legal rights.

When data is no longer required, we delete it securely or anonymise it so that it can no longer identify you. We review retention regularly to ensure we do not keep information for longer than necessary.

6. Data Security

We use reasonable 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 training, password protection, and limiting access to those who need the data for their role. Although no system can be guaranteed to be completely secure, we take data protection seriously and work to reduce risk wherever possible.

7. Your Rights Under GDPR

You have important rights in relation to your personal data. Subject to legal limits, you may have 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 situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for information you have provided to us where applicable.
Withdraw consent where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise concerns directly so we can address them promptly and fairly.

8. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary as part of a household move and is provided by an adult customer. If we become aware that we have collected data unlawfully from a child, we will take steps to delete it or handle it appropriately.

9. Automated Decision-Making

We do not use fully automated decision-making that produces legal or similarly significant effects on individuals. Any service decisions, such as booking acceptance, pricing, or risk assessment, are generally reviewed by a person where necessary. If this changes, we will update this policy and provide the required information.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practices, or service arrangements. The latest version will apply to all customers in area from the time it is published. We recommend reviewing this policy periodically to stay informed about how we process personal data.

11. Our Commitment

Man With Van Hackneymarshes is committed to processing personal data with lawfulness, fairness, transparency, minimisation, accuracy, storage limitation, integrity, and confidentiality. We aim to ensure that any personal information shared with us is handled with care and only used where there is a valid reason to do so. By using our services, you acknowledge that this policy applies to the customer relationship and to the personal data we process in connection with it.