Privacy Policy - Man And Van Edgware

This Privacy Policy explains how personal data is collected, used, stored, shared, and protected by Man And Van Edgware in relation to our services. It applies to all Man And Van Edgware customers in the area, including anyone who requests a quote, makes a booking, communicates with us, receives moving services, or otherwise interacts with our business. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Edgware provides removal and transport services for customers in and around Edgware. In the course of providing these services, we may process personal information relating to customers, their household members, business contacts, payment arrangements, and service details. We act as a data controller for the personal information we collect and use for our own service delivery, administration, and legal obligations.

2. Information We Collect

We collect only the information that is necessary to provide our services, manage our relationship with you, and meet legal obligations. Depending on how you interact with us, this may include:

Identity details such as your name and title.
Contact details such as address, email address, and telephone number.
Service information such as moving date, collection and delivery addresses, property access details, item lists, and special handling requirements.
Payment information such as billing records, transaction references, and payment status. Where card payments are processed, this may be handled by a secure payment processor rather than stored directly by us.
Communication records such as emails, messages, call notes, complaints, and service feedback.
Technical data such as basic website or device information where relevant to security, performance, or fraud prevention.
Special category data only where necessary and where you choose to provide it, for example health-related access needs or mobility considerations relevant to the move.

We do not seek to collect unnecessary personal data. Any sensitive information is processed only when strictly required for service delivery or legal compliance.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and arrange bookings.
To plan and carry out removal, transport, loading, and unloading services.
To communicate with you before, during, and after the service.
To process payments, refunds, and invoices.
To manage customer service, complaints, and service updates.
To maintain internal records and evidence of services provided.
To improve our operations, training, and service quality.
To protect against fraud, misuse, or unlawful activity.
To comply with legal, accounting, and insurance obligations.

We will only use your personal information for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under data protection law. Depending on the context, our lawful bases include:

Performance of a contract – when processing is necessary to provide a quote, accept a booking, or perform the moving services you have requested.
Legitimate interests – when we use data to operate efficiently, improve services, prevent fraud, manage customer communications, or maintain business records, provided these interests are not overridden by your rights.
Legal obligation – when we must keep records for tax, accounting, insurance, regulatory, or other legal requirements.
Consent – where consent is required, for example for certain optional uses of special category information or marketing communications where applicable. You may withdraw consent at any time.
Vital interests – in rare situations where processing is necessary to protect someone’s life or safety.

Where we rely on legitimate interests, we take care to balance our business needs with your privacy rights. If you want more information about the balancing test we apply, you may request it.

5. Sharing Your Information and Processors

We may share personal data with trusted third parties who help us operate our business. These organisations act as processors when they process data on our behalf and under our instructions, or as separate controllers where they determine their own purposes. Examples may include:

Payment service providers who securely handle card or online payments.
Accounting or bookkeeping services used for financial administration.
IT and cloud storage providers that support data storage, email, or system security.
Customer management or booking platforms used to organise service requests.
Insurance providers, legal advisers, or professional advisers where necessary.
Subcontracted transport or labour partners where needed to complete a move.

We require processors to protect personal data, use it only for authorised purposes, and implement appropriate technical and organisational security measures. We do not sell your personal data. We also do not disclose it to third parties for their own marketing purposes unless you have expressly agreed or we are otherwise permitted by law.

6. International Transfers

In some cases, a processor may store or access data outside the United Kingdom. If this happens, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms. We take reasonable steps to ensure that your data remains protected to UK GDPR standards.

7. Data Retention

We keep personal data only for as long as it is necessary for the purpose it was collected, including for legal, accounting, tax, insurance, or dispute-resolution requirements. Retention periods may vary depending on the nature of the record and the reason for keeping it. For example:

Quotation and booking records may be retained for business administration and audit purposes.
Invoices and payment records are generally retained for the period required by tax and accounting law.
Complaints, incident reports, and correspondence may be kept for as long as needed to resolve issues or defend legal claims.
Optional marketing preferences are retained until you update them or withdraw consent where applicable.

When data is no longer needed, we will delete it or anonymise it securely. Retention is always limited to what is reasonably necessary.

8. Security of Your Data

We use appropriate safeguards to protect personal data against accidental loss, unauthorised access, misuse, disclosure, alteration, or destruction. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and limiting access to those who need the information for legitimate business purposes. While no system can be guaranteed completely secure, we work to maintain a high standard of protection.

9. Your Rights Under Data Protection Law

You have a number of rights in relation to your personal data, subject to legal conditions and exceptions. These 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 data.
Right to erasure – to request deletion of data where there is no lawful reason for us to keep it.
Right to restrict processing – to ask us to limit use of your data in certain circumstances.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where we rely on consent, you can withdraw it at any time.
Rights related to automated decision-making – if such processing is used, you may have the right not to be subject to decisions based solely on automated processing in certain circumstances.

You may exercise these rights subject to verification of identity and any legal limitations that apply. We will respond within the time limits required by law.

10. Children’s Data

Our services are intended for adult customers. We do not knowingly collect personal data directly from children unless it is necessary for a service arrangement and provided by an adult customer or legal guardian. If we become aware that we have collected data from a child without appropriate authority, we will take steps to delete it where required.

11. Marketing

If we send any promotional communication, we will do so only where permitted by law. You can opt out of marketing messages at any time. We will not use your data for unrelated marketing without a lawful basis. Operational messages related to your booking or service will still be sent where necessary, as they are part of service delivery.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically so they remain informed about how their information is used.

13. How to Raise a Concern

If you have concerns about how your personal data has been handled, you can contact us through the appropriate business channels and we will review the matter carefully. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

This Privacy Policy is provided for customers of Man And Van Edgware in the local area and is intended to support lawful, transparent, and respectful handling of personal information across all relevant services.