Privacy Policy - Man With Van Westhendon

This Privacy Policy explains how Man With Van Westhendon collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man With Van Westhendon customers in the area, including individuals and businesses who request quotes, make bookings, communicate with us, or otherwise use our services. We are committed to handling personal information lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man With Van Westhendon provides removals and transport-related services for customers in the local area. For the purposes of data protection law, we act as the data controller when we determine why and how personal data is processed. This means we are responsible for making sure your personal data is handled responsibly and in line with the law.

2. Information We Collect

We may collect and process the following categories of personal data:

Identity data such as your name and, where relevant, business name.
Contact data such as phone number, email address, billing address, and service address.
Booking information such as service dates, collection and delivery details, item descriptions, access notes, and instructions.
Payment data such as payment status, transaction references, and limited billing details. We do not intentionally store full card information unless necessary through secure payment providers.
Communication data such as messages, call notes, complaints, and customer support correspondence.
Usage and technical data where applicable, such as basic device or browser information, if you interact with our digital services.
Special instructions that may include information needed to carry out the service safely, such as access arrangements or fragile item details.

We only collect personal data that is relevant and necessary for operating our services, managing customer relationships, and meeting legal obligations. We do not seek to collect unnecessary information.

3. How We Collect Personal Data

We collect information directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or message;
provide delivery instructions or service preferences;
make a payment or discuss payment arrangements;
submit a complaint, query, or feedback;
interact with us in the course of receiving our services.

We may also receive data from third parties where necessary, for example from business customers, property managers, or payment providers, but only where this is lawful and relevant to the service requested.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under the UK GDPR. Depending on the purpose, our lawful bases may include:

Contract – processing is necessary to take steps at your request before entering into a contract, or to perform a contract with you. This includes providing quotes, arranging services, and completing bookings.
Legal obligation – processing is necessary to comply with tax, accounting, recordkeeping, insurance, or other legal requirements.
Legitimate interests – processing is necessary for our legitimate business interests, provided these do not override your rights and freedoms. This may include service administration, fraud prevention, quality control, and handling customer enquiries.
Consent – where required by law, we will rely on your consent, for example for certain marketing communications. You may withdraw consent at any time.

Where we rely on legitimate interests, we apply a careful balancing test to ensure your privacy is respected. We only use personal data in ways that are proportionate and necessary for the purpose involved.

5. How We Use Your Data

We may use personal data to:

provide quotes and manage bookings;
plan and deliver removal or transport services;
communicate with you about the service;
issue invoices, process payments, and manage accounts;
maintain records for tax, legal, and insurance purposes;
handle complaints, disputes, and service issues;
improve our operations and customer service;
protect against fraud, misuse, or unlawful activity;
send marketing communications where permitted and appropriate.

We will only use your data for the purposes for which it was collected unless we reasonably believe another compatible purpose applies or we are required by law to do otherwise.

6. Data Sharing and Processors

We may share personal data with trusted third parties who support the operation of our business. These third parties act as processors when they handle data on our behalf, or as independent controllers where they determine their own purposes. We require appropriate safeguards and data processing arrangements where needed.

Examples of processors and service providers may include:

Payment processors to handle secure payment transactions;
Accounting providers to support bookkeeping, invoicing, and tax compliance;
IT and storage providers to store records securely and support business systems;
Communication providers to support email, messaging, or telephone services;
Customer management tools used to organise bookings and service records.

We may also disclose data if required to do so by law, court order, regulatory request, or to protect our legal rights, our customers, or the public. We do not sell your personal data.

7. International Transfers

Where any processor or service provider stores or accesses personal data outside the United Kingdom, we ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. We aim to keep your data within the UK or jurisdictions with suitable protections wherever possible.

8. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, and in line with legal and business requirements. Retention periods depend on the type of data and the context in which it is used.

Booking and service records are typically retained for a reasonable period to manage follow-up, disputes, and service history.
Financial and tax records are retained for the period required by law.
Communication records may be retained for customer support, complaint handling, and evidence of instructions.
Marketing records are retained until you opt out or withdraw consent, where applicable.

When data is no longer needed, it is securely deleted, anonymised, or destroyed. We apply data minimisation principles and do not keep information indefinitely without justification.

9. Security of Your Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and limited use of third-party services that meet suitable security standards. While no system can be completely risk-free, we work to reduce risks to a reasonable and appropriate level.

10. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 ask us to delete your data in certain circumstances.
Right to restriction – to ask us to limit how your data is used in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

To protect your privacy, we may need to verify your identity before responding to a rights request. We will respond within the time limits required by law unless an extension is permitted.

How to Exercise Your Rights

If you wish to exercise any of your rights, you may make a request through the usual customer communication channels used for our services. We will consider each request carefully and respond in accordance with applicable law. In some cases, legal obligations may mean we cannot fully comply with a request, but we will explain the reasons where permitted.

11. Marketing

We may send limited marketing communications where permitted by law and where we have an appropriate lawful basis. You can opt out of marketing at any time. If you opt out, we will stop sending marketing messages, though we may still contact you about bookings, invoices, or service matters.

12. Children

Our services are intended for adults and business customers. We do not knowingly collect personal data from children. If we become aware that we have collected data from a child without appropriate authorisation, we will take steps to delete it where required.

13. 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 handling practices. Any updated version will apply from the date it is made available. We encourage customers to review it periodically so they remain informed about how we protect personal data.

14. Summary of Our Commitment

Man With Van Westhendon is committed to processing personal data lawfully, transparently, and securely. We only collect information that is needed to provide our services, use it for clear and legitimate purposes, share it only where necessary, and keep it only for as long as required. We respect the rights of our customers and aim to handle all information with care and accountability.

By using Man With Van Westhendon services in the area, customers acknowledge that their personal data may be processed in accordance with this Privacy Policy.