Privacy Policy - Man With Van Winchmorehill

This Privacy Policy explains how Man With Van Winchmorehill collects, uses, stores, shares, and protects personal data when providing removals, delivery, transport, and related services. It applies to all Man With Van Winchmorehill customers in the area, including individuals, households, landlords, tenants, and businesses that book or enquire about our services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Winchmorehill provides man and van services for local and surrounding area customers. In the course of supplying these services, we act as a data controller for the personal data we decide how and why to process. This means we are responsible for making sure your information is used appropriately, kept secure, and retained only for as long as necessary.

We only collect information that is necessary to deliver our services, manage bookings, complete payments, respond to enquiries, and comply with legal obligations.

2. What Personal Data We Collect

Depending on how you use our services, we may collect the following categories of personal data:

Identity data: name, title, and any business or trading name.
Contact data: phone number, email address, billing address, collection address, and delivery address.
Booking and service data: service dates, property access details, item descriptions, volume of goods, special handling requirements, and instructions related to the move.
Payment data: payment status, transaction references, and limited billing information. We do not store full card details where a secure payment processor is used.
Communication data: emails, messages, call notes, complaints, service feedback, and records of any service-related correspondence.
Technical data: basic device or browser information if you contact us through digital channels, along with date and time information connected to enquiries.
Special category data: we do not intentionally collect sensitive personal data. If such information is incidentally shared with us, for example in relation to access needs or health-related moving requirements, we will handle it carefully and only where strictly necessary.

We do not seek to collect more information than is needed to perform the service safely and efficiently. If you choose not to provide certain data, we may be unable to complete a booking or fulfil a request.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or make an enquiry;
book or amend a moving service;
communicate with us by phone, email, message, or in person;
provide delivery details, access instructions, or inventory information;
make a payment or request an invoice;
submit feedback, a complaint, or a service request.

We may also receive data from third parties where necessary for the provision of services, such as:

estate agents, landlords, tenants, or property managers;
business clients or authorised representatives;
payment providers and accounting systems;
referral partners or platforms that help arrange bookings.

4. Lawful Basis for Processing

We only process personal data when we have a lawful basis under UK GDPR. The lawful bases we rely on may include:

Contract: to take steps at your request before entering into a service agreement and to perform the contract once booked.
Legitimate interests: to manage and improve our business, respond to enquiries, prevent fraud, maintain service records, and ensure the security of our operations, provided your rights do not override those interests.
Legal obligation: to retain certain records for tax, accounting, insurance, or regulatory purposes.
Consent: where we request permission for a specific purpose that is not covered by another lawful basis. You may withdraw consent at any time where consent is the basis used.

We will always aim to use the least intrusive method of processing needed to deliver our services while respecting your privacy.

5. How We Use Personal Data

Your data may be used to:

provide quotations and manage bookings;
plan and complete removals, deliveries, and related services;
communicate service updates, access issues, and operational changes;
issue invoices, process payments, and maintain accounting records;
keep a record of customer instructions and completed work;
handle complaints, claims, or disputes;
comply with applicable law and safeguard our business operations.

We do not use your personal data for automated decision-making that produces legal or similarly significant effects.

6. Data Sharing and Processors

We may share personal data with trusted third parties that help us operate our services. These organisations act as processors or, in some cases, independent controllers. Where a processor is used, we ensure there is a suitable contract in place requiring them to protect your data and use it only on our instructions.

Examples of processors may include:

payment processing providers;
bookkeeping and accounting software providers;
email and communication service providers;
cloud storage and data hosting providers;
customer management or scheduling tools;
IT support and security service providers.

We may also disclose data to:

insurance providers or claims handlers;
professional advisers such as accountants or legal advisers;
public authorities, regulators, or law enforcement where required by law;
third parties involved in a transaction, dispute, or lawful request.

We do not sell your personal data.

7. International Transfers

If any processor stores or accesses data outside the UK, we will take appropriate safeguards to ensure your information remains protected. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

8. Data Retention

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

Booking and service records: retained for a reasonable period after the service is completed in case of follow-up, billing, or dispute resolution.
Financial and tax records: retained for the period required by law.
Complaint or claim records: retained for as long as needed to handle the issue and any resulting legal matters.
Enquiry data: retained only while relevant to the quotation process or for a short period afterward unless a booking follows.

When data is no longer needed, we will delete, anonymise, or securely destroy it.

9. Security of Your Data

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, restricted permissions, and careful handling of records by authorised personnel only.

Although no system can be guaranteed to be completely secure, we work to reduce risk and respond promptly to any suspected data breach.

10. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These 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 information.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restrict processing: to ask us to limit how we use your data in certain situations.
Right to data portability: to receive certain data in a machine-readable format where applicable.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing relies on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will assess your request in line with legal requirements and respond within the relevant time period. Some rights may be limited where we must keep information for legal or contractual reasons.

11. Complaints

If you are concerned about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority. You may also contact us directly so we can review the issue and attempt to resolve it promptly and fairly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any revised version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to stay informed about how their data is used.

13. Scope of This Policy

This Privacy Policy applies to all customers of Man With Van Winchmorehill in the area, whether they are individuals arranging a one-off move or repeat customers using our services on a continuing basis. By using our services, you acknowledge that your personal data may be processed as described in this policy and in accordance with applicable data protection law.

Our commitment is simple: to use personal data responsibly, only when necessary, and with respect for your privacy at every stage of the service.