Privacy Policy

Man And A Van Maida Vale is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our services. It applies to all Man And A Van Maida Vale customers in the area, including individuals, households, and businesses that book or enquire about our moving and transport services.

1. Who We Are

For the purposes of data protection law, Man And A Van Maida Vale acts as the data controller for the personal data we collect and process in connection with our services. This means we decide why and how your personal data is used, always in line with applicable data protection laws, including the UK GDPR and the Data Protection Act 2018.

2. Personal Data We Collect

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

Identity data such as your name and, where relevant, business name.
Contact data such as address details, email address, and telephone number.
Booking and service data such as move date, collection and delivery addresses, item descriptions, access details, and service preferences.
Payment and billing data such as payment status, transaction references, and invoicing details.
Communication data such as messages, enquiry details, feedback, and records of correspondence.
Technical data where applicable, such as IP address, device information, or website usage information if you interact with our online systems.
Special category data only if you voluntarily provide it and only where it is necessary, for example if health-related access needs are shared to support a safe move. We will process such data only with appropriate safeguards and a valid legal basis.

We do not intentionally collect unnecessary or excessive personal information.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or other means;
provide delivery instructions or access details;
submit feedback or make a complaint;
complete forms or otherwise give us information during service planning.

We may also receive data indirectly from:

third parties acting on your behalf, such as landlords, estate agents, property managers, or family members;
payment providers;
service partners or processors assisting us in delivering our services.

4. Why We Use Your Personal Data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to plan, deliver, and complete moving and transport services;
to communicate with you before, during, and after service delivery;
to process payments, invoices, and refunds where applicable;
to handle complaints, claims, and customer support requests;
to maintain records for accounting, tax, and legal compliance;
to improve our services, internal processes, and customer experience;
to protect against fraud, misuse, or security incidents;
to comply with legal and regulatory obligations.

5. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the situation, we rely on one or more of the following:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes using your details to provide quotes, confirm bookings, carry out moves, and manage service-related communication.

Legal Obligation

We may process data where required to comply with legal obligations, such as record-keeping, tax requirements, or responding to lawful requests from authorities.

Legitimate Interests

We may use personal 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 administration, internal quality control, fraud prevention, and customer relationship management.

Consent

In limited cases, we may rely on your consent, particularly where we process optional information or send certain types of marketing communication. Where consent is used, you may withdraw it at any time.

Vital Interests

In exceptional circumstances, we may process data to protect someone’s vital interests, for example where urgent action is needed to safeguard health or safety during a service.

6. Data Sharing and Processors

We may share your personal data with trusted third parties where necessary for business operations, service delivery, legal compliance, or protection of our rights. These parties may act as processors or, in some cases, as independent controllers.

Processors may include:

IT and cloud service providers that store or support our systems;
payment service providers that process transactions;
accounting or invoicing providers assisting with financial records;
communication tools used to manage customer enquiries;
professional advisers such as legal or insurance advisers where needed.

All processors are required to handle personal data only on our instructions, keep it secure, and comply with data protection law. We do not sell your personal data.

7. International Transfers

If any personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place. These safeguards may include an adequacy decision or approved contractual protections designed to keep your data secure and protected in line with UK GDPR requirements.

8. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including for legal, accounting, or reporting requirements. Retention periods depend on the type of data and the nature of our relationship with you.

As a general approach:

booking and service records are kept for a period necessary to manage the service and address any follow-up issues;
financial records are kept for the period required by tax and accounting law;
correspondence and complaint records are retained as long as needed to resolve disputes and maintain appropriate evidence;
data collected on the basis of consent is retained only until consent is withdrawn or it is no longer needed.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices.

9. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and process-based safeguards. While no system can be guaranteed completely secure, we take reasonable steps to protect the data entrusted to us.

10. Your Rights

Under data protection law, you have rights in relation to your personal data. These rights may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to data portability – to receive certain data in a usable format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.
Right to lodge a complaint – to raise concerns with the relevant data protection authority if you believe your rights have been infringed.

Some rights may be limited where we have a legal obligation or overriding legitimate reason to continue processing.

11. Children’s Data

Our services are intended for adult customers or those acting on behalf of adult customers. We do not knowingly collect children’s personal data unless it is necessary for arranging a service and provided by an authorised adult. Where children’s data is involved, we take additional care to process it lawfully and securely.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updates will take effect when published. We encourage customers to review this policy periodically so they remain informed about how we handle personal data.

13. Summary of Our Commitment

Man And A Van Maida Vale processes personal data fairly, lawfully, and transparently. We collect only the information needed to deliver our services, rely on appropriate lawful bases, retain data for no longer than necessary, use trusted processors under strict controls, and respect your legal rights. Your privacy matters to us, and we aim to handle all information with care and accountability.