Privacy Policy - Man With Van Pimlico

Man With Van Pimlico is committed to protecting the privacy and personal data of all customers in the Pimlico area and anyone who uses our services within that area. This Privacy Policy explains how we collect, use, store, share, and protect personal data, and it sets out your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy applies to all Man With Van Pimlico customers in the area, including individuals, households, and business customers who request or receive our moving, transport, loading, unloading, packing, storage-related, or other van service arrangements.

1. Data We Collect

We collect only the personal data that is necessary to provide and manage our services, handle bookings, communicate with customers, fulfil legal obligations, and improve our operations. The data we may collect includes:

Identity information such as your name and, where necessary, proof of identity.
Contact details such as your telephone number, email address, billing address, and service address.
Booking and service information such as moving dates, access instructions, item lists, special handling requirements, and customer preferences.
Payment information such as invoice details, payment status, and limited transaction records. We do not store full card details unless explicitly required by a secure payment processor.
Communications such as emails, messages, call notes, and records of enquiries or complaints.
Operational records such as quotes, job completion notes, photographs taken for damage reporting or service verification, and staff notes relating to the service.
Technical information if you interact with our digital systems, such as device data, browser data, or limited usage logs for security and service improvement.

We do not intentionally collect special category data unless it is necessary for a specific service issue or you choose to provide it. If such data is provided, we will process it only where a lawful basis exists and where appropriate safeguards are in place.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes, accept bookings, and deliver moving and van services.
To confirm service details, arrival times, access arrangements, and customer requirements.
To process payments, issue invoices, and maintain financial records.
To manage customer communications before, during, and after a service.
To handle complaints, claims, damage reports, and service disputes.
To comply with legal, tax, accounting, insurance, and regulatory obligations.
To maintain security, prevent fraud, and protect our business, staff, and customers.
To improve service quality, train staff, and keep accurate business records.

We only use data in ways that are compatible with the purposes for which it was collected, unless we have a lawful reason to use it differently.

3. Lawful Basis for Processing

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

Contract – processing is necessary to enter into or perform a contract with you, such as providing a moving service, preparing a quote, or managing a booking.
Legal obligation – processing is necessary to meet legal duties, such as tax, accounting, insurance, or record-keeping requirements.
Legitimate interests – processing is necessary for our legitimate business interests, such as improving services, ensuring security, handling customer enquiries, or defending legal claims, provided your rights do not override those interests.
Consent – in limited cases, we may rely on your consent, for example where we send optional marketing communications or process particular data that requires consent. You may withdraw consent at any time.

Where we rely on legitimate interests, we assess whether the processing is necessary and whether it is balanced against your rights and freedoms. Where consent is the lawful basis, it will be clearly requested and will be specific and informed.

4. Data Sharing and Processors

We may share personal data only when necessary and only with trusted third parties who support our services. These parties may act as processors or, in some cases, as independent controllers. We take steps to ensure personal data is protected through appropriate agreements and security measures.

Examples of processors and service providers may include:

Payment processors that handle secure payment transactions.
Accounting and invoicing providers that support financial administration.
IT and cloud service providers that host data, email, or business systems.
Communication providers that help deliver messages or customer support tools.
Insurance providers, legal advisers, and claims handlers where required to manage incidents or disputes.
Regulatory, tax, or law enforcement authorities where disclosure is required by law.

We do not sell personal data. We also do not share more data than is reasonably necessary for the service being provided. If data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as standard contractual clauses or other legally recognised transfer mechanisms.

5. Data Retention

We retain personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, contractual, accounting, or insurance obligations. Retention periods vary depending on the type of information and the context in which it is held.

Customer and booking records are generally kept for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are kept for the period required by law.
Claims, disputes, and complaint records may be kept longer where needed to establish, exercise, or defend legal rights.
Communications may be retained for operational reference and customer support.

When personal data is no longer required, we delete it securely or anonymise it so that it can no longer identify an individual. We review retention practices regularly to ensure data is not held longer than necessary.

6. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, data minimisation, and system monitoring. While we take reasonable steps to safeguard data, no system can be guaranteed completely secure.

7. Your Rights Under Data Protection Law

You have important rights regarding your personal data. These rights may apply in different circumstances and may be subject to legal limitations.

Right of access – you may request confirmation of whether we process your personal data and receive a copy of that data.
Right to rectification – you may ask us to correct inaccurate or incomplete information.
Right to erasure – in some cases, you may ask us to delete your personal data.
Right to restrict processing – you may ask us to limit how we use your data in certain circumstances.
Right to data portability – where applicable, you may receive certain data in a structured, commonly used format.
Right to object – you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the time limits required by law. You also have the right to lodge a complaint with the Information Commissioner’s Office if you believe your data has been handled unlawfully.

8. Children’s Data

Our services are generally intended for adults arranging moving or van services. We do not knowingly collect personal data from children except where it is necessary as part of a customer instruction or service context and where the information is limited and relevant. If we become aware that we have collected data inappropriately, we will take steps to delete or anonymise it.

9. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business operations, or service arrangements. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

Summary of Our Commitment

Man With Van Pimlico handles personal data lawfully, fairly, and transparently. We collect only what we need, use it for clear and legitimate purposes, keep it for no longer than necessary, and protect it with appropriate safeguards. We respect your privacy rights and apply this policy to all customers in the Pimlico area.

Important notice: This policy is intended to provide a clear overview of our data practices and does not remove any rights you have under applicable data protection law.