Privacy Policy
West Hampstead Man and Van Privacy Policy
This Privacy Policy explains how West Hampstead Man and Van collects, uses and protects personal data relating to our customers and prospective customers in the West Hampstead area and surrounding locations. It is intended to be transparent and compliant with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018.
This Privacy Policy applies to all individual customers, prospective customers and individual contacts of business customers who use or enquire about our man and van, moving, collection, delivery or related services in the West Hampstead area. By contacting us, requesting a quote or using our services, you acknowledge that you have read and understood this policy.
Who we are and our role
West Hampstead Man and Van is the organisation responsible for determining how and why your personal data is processed. For data protection purposes, we act as the data controller in respect of the personal data described in this Privacy Policy. Where we work with carefully selected third parties who process personal data on our behalf, those third parties act as data processors and must follow our instructions and data protection requirements.
Personal data we collect
We only collect personal data that is relevant for arranging, delivering and managing our services, handling enquiries, and running our business. The types of personal data we may collect include:
Identification and contact details such as your full name, address, collection and delivery addresses, contact preferences and any other similar contact information you choose to provide.
Service and booking information such as details of the services you request, dates and times of moves, access details for properties, special instructions, and details of items to be moved where relevant for planning and quotation purposes.
Communication records such as information you provide when you contact us by phone, online form, messaging service or other communication channels, including any feedback, complaints or queries.
Billing and transaction information such as the amount charged, services provided, invoice references and payment status. We do not store full payment card details; where payments are made electronically, these are handled by secure payment processors.
Technical and usage information such as basic device, browser or usage data where you interact with any websites, online forms or digital tools provided on our behalf. This may include the date and time of visits, pages viewed and general location information derived from IP addresses.
How we collect your data
We collect personal data directly from you when you contact us to request a quote, confirm a booking, ask a question, make a complaint, or otherwise interact with us. This may be by telephone, online forms, messaging tools or other communication methods.
We may also receive limited personal data about you from third parties, for example where another person books a service on your behalf or where a business provides your contact details so we can coordinate a delivery or collection. In such cases, we will only use that data for the specific purpose for which it was provided.
Lawful bases for processing your data
We process your personal data only where we have a lawful basis under data protection law. Depending on the situation, we may rely on one or more of the following bases:
Contractual necessity: We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotes, confirming bookings, delivering services and managing payments.
Legitimate interests: We process certain data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and interests. This can include managing and improving our services, keeping basic records, handling enquiries, preventing fraud and ensuring the security of our operations.
Legal obligations: We may need to process and retain certain information to meet our legal and regulatory duties, such as tax and accounting requirements or responding to lawful requests from authorities.
Consent: In limited situations, we may rely on your consent, for example for certain types of optional communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided with those communications.
How we use your personal data
We use the personal data we collect for the following purposes:
To provide quotes, plan and deliver man and van and related services that you have requested or that have been arranged on your behalf.
To communicate with you about your enquiry or booking, including confirmations, reminders, service updates and responses to any questions or complaints.
To manage our relationship with you, including maintaining accurate records, handling billing and payments, and resolving disputes.
To operate, manage and improve our business, services and customer experience, including internal administration, training and quality control.
To comply with legal and regulatory requirements and to protect our rights, property and safety, as well as those of our customers and third parties.
Data retention
We keep your personal data only for as long as is necessary for the purposes for which it was collected, and as required by applicable laws and regulations. The retention period will depend on factors such as the type of data, the nature of the services provided and our legal obligations.
In general, we retain booking and transaction records, which may include your contact details and service information, for a period that allows us to manage our relationship with you, respond to any queries or disputes and meet our tax and accounting responsibilities. After the relevant retention period has expired, personal data is securely deleted or anonymised so that it can no longer identify you.
Data processors and third parties
We may share your personal data with carefully selected third parties who act as data processors on our behalf. These may include:
IT and hosting providers who support our booking systems, electronic communications and data storage.
Payment service providers who process card or electronic payments securely.
Professional advisers such as accountants or legal advisers where necessary for the operation of our business.
These processors are only permitted to use your personal data in accordance with our instructions and for the specific purposes we specify. They must implement appropriate technical and organisational measures to protect your data.
We may also need to share limited personal data with third parties acting as independent controllers in certain circumstances, such as with insurers, regulators, law enforcement or other authorities where required by law or to protect our legal rights.
International transfers
Our primary operations are based in the United Kingdom. Where any of our service providers or systems involve the transfer of personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent protections, to ensure that your data remains protected to a standard essentially equivalent to UK data protection law.
How we protect your data
We take reasonable and proportionate steps to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures include technical safeguards, such as access controls and security tools, and organisational measures, such as limiting access to those staff and contractors who need it to perform their duties.
Your data protection rights
Under data protection law, you have certain rights in relation to the personal data we hold about you. These rights apply to all West Hampstead Man and Van customers and prospective customers in our service area, subject to some legal limitations and exemptions. Your rights include:
Right of access: You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data, together with certain additional information.
Right to rectification: You can ask us to correct any inaccurate or incomplete personal data we hold about you.
Right to erasure: In certain circumstances, you may 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 retain it.
Right to restriction: You can ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or assess an objection you have raised.
Right to object: You have the right to object to processing based on our legitimate interests, on grounds relating to your particular situation. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or where processing is required for legal claims.
Right to data portability: Where we process your personal data by automated means based on your consent or a contract with you, you may ask us to provide that data in a structured, commonly used and machine readable format or to transmit it to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent for specific processing, you can withdraw that consent at any time. This will not affect the lawfulness of processing carried out before consent was withdrawn.
You also have the right to lodge a complaint with the Information Commissioner’s Office or another competent supervisory authority if you believe that your data protection rights have been infringed.
Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, our practices or legal requirements. Any updated version will apply from the date it is made available. We encourage you to review this policy periodically so that you remain informed about how we process and protect your personal data.
