Privacy Policy - Man With Van Lowermorden

At Man With Van Lowermorden, we are committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide removal, transport, packing, delivery, and related services. It applies to all Man With Van Lowermorden customers in the area, including individuals, households, landlords, tenants, and business customers who use our services.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to be transparent about what information we collect, why we collect it, how long we keep it, and the rights you have in relation to your data.

1. Personal Data We Collect

We collect only the information necessary to provide our services, manage bookings, and comply with legal obligations. Depending on how you interact with us, the personal data we may collect includes:

Identity details such as your name and title.
Contact details such as your address, email address, and telephone number.
Service details such as moving dates, collection and delivery addresses, access information, item descriptions, and any instructions relevant to your move.
Payment information such as billing records, payment status, and transaction references. We do not knowingly retain full card details where payment processing is handled securely by a payment provider.
Communication records including emails, messages, calls, complaints, and service-related notes.
Usage and technical information where relevant, such as device or browser information if you contact us through digital channels that automatically record such details.
Special category data only where you choose to disclose it to us and it is necessary to accommodate a service request, for example accessibility needs or health-related access requirements. We do not seek this information unless required for the service.

We generally collect data directly from you when you request a quote, make a booking, communicate with us, or provide information during the service process. In some cases, we may also receive data from third parties, such as a landlord, estate agent, property manager, or another person arranging a move on your behalf.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To arrange, deliver, and manage moving and transport services.
To communicate with you about your booking, schedule changes, or service queries.
To process payments, issue invoices, and maintain financial records.
To respond to complaints, claims, and customer service requests.
To maintain internal records, improve our operations, and monitor service quality.
To comply with legal, tax, accounting, and regulatory obligations.
To protect our business, customers, staff, and property from fraud, misuse, or unlawful conduct.

We do not use your personal data for automated decision-making that produces legal or similarly significant effects. If this ever changes, we will update this policy and explain the logic involved.

3. Lawful Basis for Processing

We only process personal data where we have a valid lawful basis under data protection law. The lawful bases we rely on are:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes providing a quote, arranging your move, carrying out the service, and handling related communications.

Legal Obligation

We process certain information where we are required to do so by law, including tax, accounting, insurance, and record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing our operations, improving services, handling enquiries, preventing fraud, and defending legal claims. We consider whether such processing is necessary and proportionate before relying on this basis.

Consent

In limited cases, we may rely on your consent, particularly where we process optional information that is not required to perform the service. Where consent is used, you have the right to withdraw it at any time.

4. Sharing Your Personal Data

We only share personal data when necessary and only with parties that are required to process it securely and lawfully. These may include:

Payment processors who handle secure payment transactions.
IT and hosting providers who support our business systems and data storage.
Administrative and accounting service providers who help us manage invoices, bookkeeping, and business records.
Subcontractors or operational partners who assist in delivering services on our behalf, where required for a booking.
Professional advisers such as insurers, legal advisers, or accountants.
Public authorities where disclosure is required by law or necessary to respond to lawful requests.

We require processors and recipients to respect the confidentiality and security of your data and to use it only for the purposes we specify.

5. Processors and Data Security

Where we use third-party processors, they act on our instructions and may only process personal data for agreed purposes. We take appropriate steps to select processors that offer sufficient guarantees of security and data protection compliance. These measures may include contractual obligations, access controls, encryption, secure storage, and staff confidentiality requirements.

We also implement reasonable technical and organisational measures to protect personal data from unauthorised access, loss, destruction, or alteration. While no system can be guaranteed completely secure, we work to reduce risk and to respond appropriately if a security incident occurs.

6. Data Retention

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

Booking and service records are generally kept for a period necessary to manage the service and resolve any post-service queries or disputes.
Financial and tax records are kept for the period required by law.
Complaint and claims records may be kept for longer where needed to establish, exercise, or defend legal rights.
Correspondence and enquiry data are retained only for as long as needed to manage the enquiry and maintain appropriate business records.

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

7. Your Rights Under Data Protection Law

You have a number of rights in relation to your personal data. These rights may be subject to conditions and exemptions under the law.

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

If you wish to exercise any of these rights, we will respond in accordance with data protection law. We may need to verify your identity before responding to your request.

8. International Transfers

If any of our processors store or access personal data outside the UK, we will ensure that appropriate safeguards are in place to protect your information. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to a household move and necessary for service delivery. If we become aware that we have collected such data without a valid basis, we will take reasonable steps to delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. The latest version will always apply to how we handle personal data. We encourage customers to review this policy periodically so they remain informed about how their information is used.

11. Summary of Our Commitment

Man With Van Lowermorden handles personal data responsibly, lawfully, and only when necessary to provide our services and operate our business. We collect limited information, use it for clear purposes, share it only with trusted processors or where required by law, and keep it only for as long as needed. We respect your rights and aim to maintain a secure, fair, and transparent approach to data protection for every customer in the area.

If you have concerns about how your personal data is handled, you may exercise your rights under data protection law or raise a complaint with the relevant supervisory authority if you believe your rights have not been respected.