Privacy Policy - West Hampstead Man And Van

This Privacy Policy explains how West Hampstead Man And Van collects, uses, stores, shares, and protects personal data when providing moving, delivery, packing, and related services. It applies to all West Hampstead Man And Van customers in the area, including individuals, households, landlords, tenants, businesses, and anyone else who uses our services or communicates with us in connection with a booking, quotation, job, complaint, or enquiry.

We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is written to help you understand what information we may collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Data Collection

We may collect and process personal data directly from you, from someone acting on your behalf, or from third parties involved in delivering our services. The information we collect depends on the type of service requested and how you interact with us.

Information you provide

Identity details such as your name and title.
Contact details such as telephone number, email address, and service address.
Booking and service details such as moving date, collection and delivery addresses, access information, item lists, inventory notes, and service preferences.
Payment details such as billing information and payment records. We do not store full card details where payment is processed through a secure payment provider.
Communication records such as emails, messages, call notes, complaint details, and feedback.
Special instructions relating to fragile items, parking arrangements, building access, or other operational requirements.

In some cases, we may also receive information about third parties connected to your move, such as family members, agents, reception staff, landlords, or building managers, where this is necessary to complete the service.

Information collected automatically

When you communicate with us electronically, we may collect limited technical data such as device type, IP address, timestamps, and service interaction logs. This information helps us maintain security, prevent fraud, and improve service administration. We do not use unnecessary tracking or profiling beyond what is required for normal business operations.

Information from other sources

We may receive personal data from third parties such as payment processors, booking platforms, contractors, insurers, or business customers where they are arranging services on your behalf. We only use this information where it is relevant to providing our services or meeting legal obligations.

2. How We Use Your Data

We use personal data only for legitimate business and legal purposes connected to our services. These purposes may include:

providing quotations and confirming bookings;
planning, coordinating, and carrying out removals, deliveries, and related services;
contacting you about schedules, access issues, delays, or service changes;
processing payments, invoices, and account records;
responding to questions, complaints, and claims;
maintaining service quality, safety, and fraud prevention measures;
complying with tax, accounting, insurance, and legal requirements;
keeping internal records for business management and dispute resolution.

We only collect data that is relevant and limited to what is necessary for these purposes. We do not sell personal data.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. Depending on the circumstance, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging collections and deliveries, communicating service details, and issuing invoices.

Legal obligation

We may process personal data to comply with legal obligations, such as tax recordkeeping, accounting requirements, insurance handling, and responding to lawful requests from authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This can include managing customer relationships, improving operations, protecting against fraud, and resolving disputes.

Consent

In limited situations, we may ask for your consent, for example where you choose to receive certain types of optional communications or where we need permission to use information in a specific way. If we rely on consent, you may withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or, in some cases, independent controllers. We only share information where necessary for the operation of our business, the delivery of services, compliance with law, or the protection of legitimate interests.

Processors are organisations that process personal data on our instructions. Examples may include:

IT and cloud storage providers;
payment service providers;
accounting and invoicing systems;
customer communication platforms;
vehicle tracking, scheduling, or route management tools;
professional advisers such as accountants, insurers, or legal advisers;
subcontractors or crew members assisting with a move, where necessary to complete the service.

Where we use processors, we require them to protect personal data, process it only on our instructions, and apply appropriate security measures. If data is transferred outside the UK, we will take reasonable steps to ensure that an adequate level of protection is in place.

We may also disclose information if required by law, court order, regulatory request, or to protect the rights, property, or safety of West Hampstead Man And Van, our customers, staff, or others.

5. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, accounting, legal compliance, and dispute handling. The retention period depends on the type of record and the reason for holding it.

Booking and service records are generally kept for a reasonable period after completion of the job to support customer support, claims, and business administration.
Financial and tax records are retained for the period required by law.
Complaint, dispute, and claims records may be kept longer where needed to establish, exercise, or defend legal claims.
Communication records are kept only as long as necessary for service administration and review.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unlawful access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of data handling practices. However, no system can be guaranteed to be completely secure, and we encourage customers to take care when sharing information electronically.

7. Your Rights

Depending on your circumstances and applicable law, you have several rights in relation to your personal data. These include:

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete data.
Right to erasure – in some cases, you may request deletion of your data.
Right to restriction – you may ask us to limit the processing of your data in certain circumstances.
Right to data portability – where applicable, you may request that we provide data in a structured, commonly used format.
Right to object – you may object to processing based on legitimate interests, and to direct marketing where relevant.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

To exercise your rights, you may contact us using the usual business channels. We may need to verify your identity before responding. We will respond within the time limits required by law unless an extension is permitted.

Please note that some rights may not apply in every situation, especially where we must keep data for legal, contractual, or security reasons.

8. Children’s Data

Our services are intended for adults and business customers arranging transport, moving, or delivery services. We do not knowingly collect personal data from children unless it is necessary in connection with a household move and provided by a parent, guardian, or responsible adult. If we become aware that data has been collected inappropriately, we will take steps to delete it where required.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practices, or service arrangements. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review the policy periodically so they remain informed about how their data is handled.

10. Scope of This Policy

This Privacy Policy applies to all West Hampstead Man And Van customers in the area and to anyone whose personal data is processed in connection with our services. By using our services, making an enquiry, or authorising a booking, you acknowledge that your information may be processed as described in this policy and in accordance with applicable data protection law.

In summary: we collect only necessary personal data, use it for legitimate service and legal purposes, keep it securely for no longer than required, share it only with appropriate processors or where legally necessary, and respect your rights over your information.