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 moving, transport, and related services. It applies to all Man With A Van Twickenham customers in the area, including individuals, households, landlords, tenants, and business customers who request or receive services. We are committed to handling personal information fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, making an enquiry, requesting a quote, or otherwise interacting with us, you acknowledge that your personal data may be processed as described in this Privacy Policy. We only collect data that is necessary for legitimate business purposes and we take steps to ensure that it is kept secure and used appropriately.

1. Information We Collect

We may collect and process different categories of personal data depending on the service you request. The information we collect may include:

Identity details: name, title, and, where relevant, company name.
Contact details: address, email address, telephone number, and moving locations.
Service details: information about the items to be moved, access arrangements, dates, inventory details, and special handling requirements.
Payment information: billing details, payment status, and transaction records. We do not store more payment card data than is necessary.
Communication records: emails, messages, call notes, complaint details, and correspondence about bookings or service issues.
Technical information: basic website or device information if you submit an online enquiry, such as IP address, browser type, and usage logs, where applicable.
Verification and security details: information needed to confirm identity, prevent fraud, or resolve disputes.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, for example where access needs or delivery requirements reveal such information. If such data is provided, we will only process it where we have a valid legal basis and appropriate safeguards.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes, assess service requirements, and confirm bookings;
to plan and carry out removals, deliveries, loading, unloading, and related transport services;
to communicate with customers about scheduling, access, delays, changes, and service updates;
to issue invoices, process payments, and maintain financial records;
to respond to complaints, queries, and requests for support;
to improve our services, operational efficiency, and customer experience;
to comply with legal, regulatory, tax, and insurance obligations;
to prevent fraud, misuse, damage, or unlawful activity;
to defend or establish legal claims when necessary.

We only use your data for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose or where the law permits otherwise.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we may rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, arranging a move, completing transportation, managing payments, and fulfilling service obligations.

Legal Obligation

We may process data where required to comply with the law, including accounting, tax, insurance, and regulatory duties, as well as record-keeping obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and freedoms. This may include managing enquiries, improving our services, preventing fraud, securing our operations, handling disputes, and maintaining internal records. Where we rely on legitimate interests, we consider the impact on your privacy and ensure our processing is proportionate.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information that is not necessary for the service. If consent is used, you may withdraw it at any time. Withdrawal will not affect processing carried out before consent was withdrawn.

Vital Interests

In rare cases, we may process personal data to protect someone’s vital interests, such as in an emergency affecting health or safety.

4. Sharing Personal Data and Processors

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties act either as processors acting on our instructions or as independent controllers where they determine their own purposes.

Processors and service providers may include:

Payment providers who process transactions securely;
Accounting and bookkeeping providers who help manage invoices and records;
IT and cloud service providers who store data or support our systems;
Communication service providers who help us send emails, messages, or service notifications;
Professional advisers such as insurers, legal advisers, or accountants;
Subcontracted movers or logistics partners where needed to complete a service;
Regulators, law enforcement, or public authorities where disclosure is required by law.

We ensure, where required, that appropriate data processing agreements or similar safeguards are in place with our processors. These parties are only permitted to use personal data in line with our instructions and applicable law. We do not sell personal data.

5. International Transfers

If any of our processors or systems are located outside the UK, we will ensure that appropriate safeguards are used before transferring personal data internationally. This may include adequacy regulations, standard contractual clauses, or equivalent lawful transfer mechanisms designed to protect your information.

6. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including for the fulfilment of contracts, legal compliance, dispute resolution, and enforcement of our rights. Retention periods vary depending on the type of information and the reason for processing.

In general:

customer and booking records may be kept for the duration of the service relationship and for a reasonable period afterwards;
financial and tax records are typically retained for the period required by law;
communications and complaint records may be retained while needed to resolve issues or demonstrate compliance;
data that is no longer needed is securely deleted or anonymised.

Where information is retained for legal defence, insurance, or compliance purposes, we will keep it only for the minimum period reasonably required. We do not keep personal data indefinitely.

7. Data Security

We take the security of personal data seriously and use appropriate technical and organisational measures to protect it from accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, password protection, and regular review of data handling practices.

Although we work hard to protect information, no system can be guaranteed completely secure. If a data breach occurs and it is likely to affect your rights and freedoms, we will respond in line with our legal obligations.

8. Your Rights

Under data protection law, you have several rights regarding your personal data. Subject to legal limits and verification of identity, you may have the right to:

Access the personal data we hold about you;
Rectify inaccurate or incomplete information;
Erase your data in certain circumstances;
Restrict how we process your data in specific situations;
Object to processing based on legitimate interests or direct marketing, where applicable;
Port your data in a structured, commonly used, machine-readable format where the legal conditions are met;
Withdraw consent if we rely on consent for a particular processing activity.

You also have the right to be informed about how your data is used and to complain to the relevant supervisory authority if you believe your data rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve them promptly.

9. Cookies and Similar Technologies

If we use online enquiry tools or a website, small files or similar technologies may be used to support site functionality, improve performance, or understand basic usage. Where required, we will provide appropriate information and obtain consent for non-essential cookies. You can manage cookie preferences through your browser settings or any provided preference tool, where available.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from anyone under 16 without appropriate authorisation. If we become aware that we have collected such data without a lawful basis, we will take steps to delete it or obtain the necessary permissions where appropriate.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any revised version will apply from the date it takes effect. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

12. Summary of Our Commitment

Man With A Van Twickenham is committed to protecting the privacy of its customers and treating personal data with care and respect. We collect only what we need, use it for clear and lawful purposes, keep it secure, and retain it only for as long as necessary. This policy applies to all customers in the area and is intended to provide a clear explanation of our data practices in a straightforward and transparent way.

By choosing our service, you trust us with your information, and we take that responsibility seriously.