Privacy Policy - Man With A Van Twickenham

This Privacy Policy explains how Man With A Van Twickenham collects, uses, stores, shares, and protects personal data when providing removals, delivery, transport, and related services. It applies to all Man With A Van Twickenham customers in the area, including individuals, households, landlords, tenants, businesses, and anyone who makes an enquiry, books a service, or receives a service from us. We are committed to handling personal data 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

For the purposes of data protection law, Man With A Van Twickenham acts as the data controller for personal data collected in connection with our services. This means we determine the purposes and means of processing personal data. We take our responsibilities seriously and only process data where we have a valid legal reason to do so.

2. Data We Collect

We collect only the personal data that is necessary to arrange, perform, and manage our services. Depending on your interaction with us, we may collect:

• Identity details such as your name
• Contact details such as your phone number and email address
• Address details such as pick-up, delivery, billing, and service locations
• Booking information such as date, time, service type, and job notes
• Payment information such as transaction records and billing information
• Access and delivery instructions needed to complete the service safely and efficiently
• Communications including enquiries, complaints, feedback, and correspondence
• Service records such as completion notes, claims information, and operational logs
• Technical data where applicable, such as basic device or usage data from digital communications

We do not intentionally collect special category data unless it is strictly necessary and you voluntarily provide it, for example where it is relevant to an access requirement or special instruction. If such data is provided, we will treat it with additional care and only process it where a lawful basis applies.

3. How We Use Personal Data

We use personal data for the following purposes:

• To respond to enquiries and provide quotations
• To confirm and manage bookings
• To plan routes, allocate staff, and deliver services
• To communicate service updates and operational information
• To process payments and manage invoicing
• To resolve disputes, complaints, and claims
• To maintain business records and comply with legal obligations
• To improve service quality, safety, and customer experience
• To prevent fraud, misuse, and unlawful activity

We will only use your data for purposes that are compatible with the reason it was originally collected. We do not sell personal data.

4. Lawful Basis for Processing

We process personal data only where one or more lawful bases under UK GDPR apply. These include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling enquiries, providing quotes, confirming bookings, completing moves or deliveries, and dealing with payments.

Legal Obligation

We may process personal data to meet legal and regulatory obligations, including tax, accounting, record-keeping, and responding to lawful requests from public authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided these interests are not overridden by your rights and freedoms. Our legitimate interests may include managing and improving services, maintaining security, handling customer queries, and keeping internal records.

Consent

In limited cases, we may rely on your consent, for example where you agree to receive optional marketing communications or provide information that is not required for the service. You can withdraw consent at any time where processing is based on consent.

Vital Interests

In rare circumstances, we may process personal data where necessary to protect someone’s life or physical safety.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties where necessary to provide our services, operate our business, or comply with legal obligations. These third parties act as processors or, in some cases, independent controllers.

Typical processors may include:

• Payment service providers who process transactions securely
• Accounting and bookkeeping providers who support financial record-keeping
• IT and cloud storage providers who host business systems and data
• Communication service providers who support email, messaging, or call handling
• Subcontractors or delivery partners who assist in completing services
• Professional advisers such as accountants, insurers, or legal advisers

All processors are required to handle personal data securely and only on our instructions. We take reasonable steps to ensure appropriate contractual, technical, and organisational safeguards are in place before any sharing occurs.

We may also disclose personal data where required by law, to prevent fraud, to protect our rights, or to respond to lawful requests by authorities.

6. International Transfers

If any processor stores or accesses data outside the UK, we will take steps to ensure that appropriate safeguards are in place, such as approved contractual protections or adequacy decisions, so that your personal data remains protected to a standard consistent with UK data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, operational, and insurance requirements. Retention periods depend on the type of information and why we hold it.

• Enquiry data may be kept for a limited period if no booking follows
• Booking and service records are retained for the duration needed to manage the service and handle follow-up issues
• Financial records are kept in line with legal and tax requirements
• Complaints, claims, and correspondence may be held for longer where needed to resolve disputes or defend legal claims

When personal data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices. Data is not kept indefinitely without a lawful and necessary reason.

8. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, alteration, or disclosure. These measures may include restricted access, password protection, secure storage, staff confidentiality obligations, and regular review of data handling practices. While no system can be guaranteed completely secure, we work to maintain a high standard of protection.

9. Your Rights

Under UK GDPR, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the lawful basis for processing.

• 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 in certain circumstances
• Right to restriction - to ask us to limit how we use your data 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 also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been breached. We encourage you to raise concerns with us first so we can try to resolve the issue promptly.

10. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in the context of a service and provided by an adult customer or lawful representative. If we become aware that we have collected data from a child without appropriate authority, we will take reasonable steps to delete it.

11. Automated Decision-Making

We do not use fully automated decision-making that produces legal or similarly significant effects about you. If this position changes, we will update this policy and provide clear information about how such processing works and the rights available to you.

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 handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

13. Summary of Our Commitment

Man With A Van Twickenham is committed to respecting your privacy and using personal data responsibly. We collect only what is needed, process it on a valid lawful basis, share it only with trusted processors where necessary, retain it for no longer than required, and support your rights under data protection law. If you are a customer in the Twickenham area, this policy applies to you whenever we handle your personal data in connection with our services.

By using our services, making an enquiry, or booking with us, you acknowledge that you have read and understood this Privacy Policy.