Privacy Policy - Man And Van Kentish Town

This Privacy Policy explains how Man And Van Kentish Town collects, uses, stores, shares, and protects personal data when providing moving, delivery, collection, and related transport services. It applies to all Man And Van Kentish Town customers in the area, including individuals, households, landlords, tenants, and business clients who use our services within Kentish Town and surrounding locations.

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

1. Who We Are

Man And Van Kentish Town provides moving and transport-related services, including home moves, office relocations, furniture collection, delivery services, and associated labour. In order to deliver these services efficiently, we may process personal data relating to customers, recipients, suppliers, and other individuals connected to a booking.

We act as the data controller for the personal data collected directly from you or received in connection with your booking, except where we process data on behalf of another controller in a specific business arrangement.

2. Personal Data We Collect

We only collect personal data that is necessary for the performance of our services, customer administration, safety, and legal compliance. The categories of data we may collect include:

Identity data: name, title, and, where relevant, business name.
Contact data: address, email address, telephone number, and delivery or collection addresses.
Booking and service data: service type, moving date, inventory details, access information, special handling instructions, and notes about property conditions.
Payment data: billing details, payment status, and transaction references. We do not store more payment information than is necessary to process the transaction.
Communication data: messages, calls, emails, and any information you provide when making enquiries, confirming a booking, or raising a complaint.
Operational data: vehicle allocation details, route planning information, job completion records, and service history.
Technical data: limited device or usage information if you interact with digital systems used for administration and record-keeping.
Security data: incident reports, damage records, or access-related notes required for protecting property, staff, and customers.

In some cases, we may process sensitive information if you choose to share it with us in connection with a service requirement, such as access needs or health-related handling instructions. We will only process such information where it is necessary and appropriate safeguards are in place.

3. How We Collect Personal Data

We may collect data in the following ways:

Directly from you when you make a booking or enquiry.
When you communicate with us by phone, email, or message.
From third parties involved in the service, such as landlords, estate agents, business clients, or delivery recipients.
From payment providers and administration systems used to complete and manage bookings.
From service records created during the performance of a move, delivery, or collection.

We may also receive information from another person arranging a service on your behalf, such as a family member, assistant, employer, or property manager. Where this occurs, we rely on the relevant lawful basis explained below.

4. Lawful Basis for Processing

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

Performance of a Contract

We use your data where it is necessary to enter into or perform a contract with you, such as arranging a removal, managing logistics, issuing invoices, and completing the service you requested.

Legal Obligation

We may process data to comply with legal obligations, including accounting, tax, insurance, record-keeping, dispute resolution, and safety requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include managing bookings, improving services, preventing fraud, maintaining security, and handling customer support.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide additional information that is not required for the service. Where consent is used, you may withdraw it at any time.

Vital Interests

In rare cases, we may process information if necessary to protect someone’s vital interests, such as in an emergency involving health or safety.

5. How We Use Your Data

Your personal data may be used for the following purposes:

To provide and manage moving and transport services.
To confirm bookings, schedules, access requirements, and service details.
To communicate with you about your service, changes, or issues.
To process payments, refunds, and invoicing.
To maintain accurate records and customer history.
To protect our staff, customers, property, and vehicles.
To handle complaints, claims, and dispute resolution.
To meet legal, insurance, and regulatory obligations.

We will not use your personal data for purposes that are incompatible with those described in this policy unless required or permitted by law.

6. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business and deliver services. These organisations act as processors or, in some cases, independent controllers. We only share the minimum information necessary for the relevant purpose.

Typical processors may include:

Payment processors that handle card or online payments.
Accounting and bookkeeping providers that support financial administration.
IT and cloud service providers that store or secure business records.
Communication service providers used for email, messaging, or customer management.
Insurance providers and claims handlers where required for incidents or disputes.
Subcontracted operatives or logistics partners who assist in delivering the requested service.

All processors are required to process personal data only on our instructions, maintain confidentiality, and apply appropriate security measures. Where a third party acts as an independent controller, they will be responsible for their own privacy obligations.

We may also disclose information where required by law, by a court order, or to protect the rights, property, or safety of our business, staff, customers, or others.

7. Retention of Personal Data

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and operational requirements. Retention periods depend on the type of data and the context in which it was collected.

In general:

Booking and service records are retained for a reasonable period to manage repeat services, queries, and disputes.
Financial records are retained for the period required by tax and accounting law.
Complaint, damage, and incident records may be retained longer where needed for insurance or legal claims.
Unused enquiry data may be deleted sooner if no service is booked.

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

8. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, alteration, misuse, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to records on a need-to-know basis.

Although we work to protect your data, no method of transmission or storage is completely risk-free. If a data incident occurs, we will respond in accordance with our legal duties and, where required, notify affected individuals and relevant authorities.

9. Your Rights

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

Right of access: you can ask for a copy of the personal data we hold about you.
Right to rectification: you can request correction of inaccurate or incomplete data.
Right to erasure: you can ask us to delete your data in certain circumstances.
Right to restriction: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests.
Right to data portability: you can request transfer of data you provided, where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can try to resolve the matter.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a booking arranged by an adult and relevant to the service. If we become aware that we have collected data from a child without a valid basis, we will take steps to remove it where appropriate.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business operations, or data handling practices. The most current version will apply to all data processed by Man And Van Kentish Town customers in the area. We recommend reviewing this policy periodically to stay informed about how we protect your information.

12. Contact and Further Information

If you wish to exercise your rights, raise a concern, or ask a question about this policy, we will review and respond in accordance with applicable data protection requirements. We may need to verify your identity before responding to certain requests, especially where personal data access or deletion is involved.

Important note: This policy is intended to provide a clear explanation of our data protection practices and does not affect any rights you have under applicable law.