Privacy Policy

Man with Van Highbury Privacy Policy

This Privacy Policy explains how Man with Van Highbury collects, uses, stores and protects personal data relating to our services. It applies to all Man with Van Highbury customers in the Highbury area, as well as anyone who contacts us to enquire about or arrange our services.

1. Who we are and scope of this policy

Man with Van Highbury provides transport, removal and related services to individuals and businesses in the Highbury area. For the purposes of the UK General Data Protection Regulation and the EU General Data Protection Regulation, Man with Van Highbury is the data controller of the personal data described in this Privacy Policy.

This policy applies whenever you interact with us as a customer or prospective customer, including when you contact us by phone, online or in writing, when you request a quotation, make a booking or receive our services.

2. Personal data we collect

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

Identification and contact details, such as your name, address, pick-up and delivery addresses, and any other addresses relevant to the service, as well as your preferred contact details.

Booking and service information, such as the date and time of your booking, details of the items to be moved, access details for properties, any special instructions, and records of services provided.

Communication records, such as notes of conversations, messages you send to us, and any feedback or complaints you submit.

Payment-related information, such as the amount charged, payment method used and transaction references. We do not store full card details where payments are processed through third-party payment providers acting as processors.

Technical data, such as basic information that may be collected when you interact with our online content, which may include IP address, device type and general location data, where this is necessary for security, record-keeping or service provision.

3. How we collect personal data

We collect personal data directly from you when you request a quote, make a booking, contact us with a query, communicate with us during the provision of services, or provide feedback after a job.

We may also receive personal data indirectly if another person arranges services on your behalf and provides your details for contact or service delivery, or if a business customer supplies your information as a contact person related to a booking.

4. Lawful bases for processing

We process your personal data only where we have a lawful basis under the GDPR. Depending on the context, we rely on the following bases:

Performance of a contract: We need to process personal data to provide quotations, confirm bookings, deliver our services, and manage payments and invoices.

Legitimate interests: We may process personal data to manage and improve our business, handle enquiries and complaints, protect our business from fraud or misuse, maintain appropriate records, and ensure the safety of our staff and customers. We balance these interests against your rights and freedoms.

Legal obligations: We may process and retain certain information to comply with legal, tax or accounting obligations, or to respond to lawful requests from public authorities.

Consent: In limited circumstances, where required by law and where no other lawful basis applies, we may rely on your consent, for example for certain forms of optional marketing. You can withdraw your consent at any time, which will not affect the lawfulness of processing before withdrawal.

5. How we use your personal data

We use the personal data we collect for the following purposes:

To provide quotations and confirm bookings for our services.

To plan and carry out moves, collections and deliveries, including contacting you to coordinate times, access arrangements and any special requirements.

To manage our relationship with you, including handling enquiries, changes to bookings, cancellations and complaints.

To process payments, issue receipts or invoices, and maintain financial records.

To improve our services, for example by analysing feedback, understanding demand and enhancing our operational processes.

To maintain security, prevent fraud or misuse of our services and protect our legal rights.

To comply with legal and regulatory obligations and to respond to lawful requests from authorities, where required.

6. Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf. These may include:

IT and hosting providers that store or manage our business data and communication systems.

Payment service providers that process card or electronic payments securely on our behalf.

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

Other service providers and subcontractors, where they assist us in delivering our services, such as additional drivers or removal staff. In such cases, they only receive the information necessary to perform their role.

Where processors are used, they are subject to contractual obligations to protect personal data and to process it only on our documented instructions and in accordance with data protection law.

We may also share personal data with public authorities or other third parties where we are legally obliged to do so, or where this is necessary to protect our rights or the rights of others.

7. International data transfers

Our primary operations are based in the Highbury area and within the United Kingdom. Where any of our service providers transfer or access personal data from outside the United Kingdom or the European Economic Area, we will take appropriate steps to ensure that suitable safeguards are in place, such as standard contractual clauses or equivalent protection mechanisms, in line with GDPR requirements.

8. Data retention

We retain personal data only for as long as necessary for the purposes for which it was collected and to meet our legal and regulatory obligations.

In most cases, customer records relating to bookings, invoices and payments are kept for a number of years to comply with tax and accounting requirements. Communication records and service notes may be kept for a similar period to allow us to respond to queries, resolve disputes and demonstrate our compliance with legal obligations.

Where personal data is no longer required for the purposes for which it was collected and we are not required to retain it by law, we will securely delete or anonymise it.

9. Security of your personal data

We take reasonable technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include restricting access to personal data to those who genuinely need it for their role, using appropriate security protocols for systems and devices, and ensuring that our processors apply suitable security standards.

While we take appropriate steps to safeguard personal data, no system can be completely secure. You are encouraged to take care when sharing personal information and to notify us if you suspect any misuse of your data in connection with our services.

10. Your data protection rights

Under the GDPR, you have a number of rights regarding your personal data. Subject to certain conditions and exemptions, these include:

The right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data.

The right to rectification: You can ask us to correct inaccurate or incomplete personal data we hold about you.

The 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 and we have no legal obligation to keep it.

The right to restriction of processing: You can request that we restrict how we process your personal data in certain situations, such as while we are considering a request to rectify or erase your data.

The 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, or that we transmit it to another controller where technically feasible.

The right to object: You can object to our processing of your personal data where we are relying on legitimate interests, including profiling based on those interests, and we will stop processing unless we can demonstrate compelling legitimate grounds.

Where we rely on consent as a lawful basis, you have the right to withdraw your consent at any time.

You also have the right to lodge a complaint with the relevant supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so we can try to address your concerns.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our practices or applicable laws. Any updated version will apply to all Man with Van Highbury customers in the Highbury area from the date it is made available. You should review this policy periodically to stay informed about how we handle personal data.