Privacy Policy - Man With Van Highbury

This Privacy Policy explains how Man With Van Highbury collects, uses, stores, shares, and protects personal data when providing services to customers in the Highbury area. It applies to all Man With Van Highbury customers in the area and is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We are committed to handling personal information lawfully, fairly, and transparently.

1. Who this policy applies to

This policy applies to customers, prospective customers, suppliers, and other individuals whose personal data is processed in connection with our moving and transport services. It covers interactions made by telephone, email, online enquiry forms, text message, or in person. By using our services, you acknowledge that your data may be processed as described in this policy.

2. Information we collect

We only collect personal data that is relevant and necessary for providing our services, managing bookings, and meeting legal obligations. The types of information we may collect include:

Identity details such as name and title
Contact details such as phone number, email address, and service address
Booking details such as moving date, property access notes, inventory information, and service preferences
Payment-related information such as billing records and transaction references
Communication records including enquiries, complaints, and service updates
Technical data such as IP address or device-related information if you submit an online enquiry
Operational notes required to complete the move safely and efficiently

We do not intentionally collect special category data unless you choose to provide it and it is strictly necessary for service delivery or legal compliance. Where such data is provided, it will be handled with extra care and only where a valid lawful basis applies.

3. How we use your data

We use personal data only for clearly defined purposes, including:

responding to enquiries and providing quotations
managing bookings and scheduling services
delivering moving and transport services
processing payments and maintaining financial records
handling customer support, complaints, and follow-up communications
maintaining records for accounting, tax, and regulatory requirements
protecting our business, staff, and customers against fraud or misuse

We will not use your personal data for purposes that are incompatible with the original reason it was collected, unless we are required or permitted to do so by law.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the circumstances, we rely on the following bases:

Performance of a contract

We process personal data where it is necessary to provide a quotation, arrange a booking, carry out the move, process payment, and fulfil our service obligations. Without this information, we may not be able to provide the requested service.

Legal obligation

We may process and retain data where required to comply with legal duties, including tax, accounting, insurance, and record-keeping obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include service improvement, fraud prevention, internal administration, and maintaining business records. Where we rely on legitimate interests, we consider the impact on individuals and apply appropriate safeguards.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily agree to receive certain marketing communications. You can withdraw consent at any time, although this will not affect processing already carried out before withdrawal.

5. Data sharing and processors

We may share personal data with trusted third parties where necessary to operate our business and deliver services. These third parties act as data processors or independent controllers depending on the service provided.

Examples of processors may include:

Payment service providers who handle transactions securely
IT and hosting providers who support our systems, data storage, and communications
Administrative or bookkeeping services that assist with record-keeping and finance
Insurance providers or claims handlers where data is required to manage incidents or losses
Professional advisers such as accountants, auditors, or legal advisers

All processors are required to handle personal data securely, act only on our instructions where applicable, and implement appropriate technical and organisational measures. We do not sell your personal data.

We may also disclose information where required by law, to respond to lawful requests from public authorities, or to protect the rights, property, or safety of our business, customers, staff, or others.

6. Retention of personal data

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, and reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

Booking and service records are generally retained for a period necessary to manage customer relationships and resolve disputes
Financial and tax records are retained in line with legal obligations
Communication records may be retained for customer service, evidence, and quality assurance purposes
Marketing preferences are retained until you withdraw consent or opt out

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner. We do not retain personal data indefinitely.

7. Security of your information

We use appropriate security measures to protect personal data against unauthorised access, accidental loss, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff confidentiality obligations. Although no system can be guaranteed to be completely secure, we take reasonable steps to reduce risks and protect information.

8. Your rights under GDPR

As a data subject, you have important rights regarding your personal information. Subject to legal limits and verification of identity, you may have the right to:

Access the personal data we hold about you
Rectification of inaccurate or incomplete data
Erasure of your data in certain circumstances
Restriction of processing in certain situations
Data portability where processing is based on consent or contract and carried out by automated means
Object to processing based on legitimate interests or direct marketing
Withdraw consent where consent is the lawful basis

If you exercise any of these rights, we may need time to assess and respond to your request. Some rights may not apply in all circumstances, particularly where we must retain data to comply with a legal obligation or defend legal claims.

9. International transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent legal mechanisms. We take steps to ensure that any transfer is lawful and that your information remains protected.

10. Marketing communications

If we send any marketing communications, we will do so only where permitted by law. You can opt out of marketing at any time. Even if you opt out, we may still send essential service messages related to a booking, payment, or legal obligation. Essential communications are not marketing.

11. Complaints and supervisory authority

If you are concerned about how we handle your personal data, you should raise the matter with us first so we can review and address your concern. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been breached.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or the services we provide. Any updated version will apply from the date it is made available. We encourage customers to review it periodically to stay informed about how their personal data is processed.

13. Summary of our commitment

Man With Van Highbury is committed to processing personal data lawfully, fairly, and transparently. We collect only what we need, use it for legitimate business and service purposes, keep it no longer than necessary, and protect it with appropriate safeguards. This policy applies to all Man With Van Highbury customers in area and supports our ongoing commitment to privacy, accountability, and compliance with GDPR principles.