Privacy Policy - Man With Van Twickenham

This Privacy Policy explains how Man With Van Twickenham collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Twickenham customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our removals and moving services. We are committed to handling personal information in a lawful, fair, and transparent way 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 Van Twickenham acts as the data controller for the personal data we collect and process in connection with our services. This means we determine why and how personal data is used. We take our responsibility seriously and aim to ensure that all processing is limited to what is necessary for our business operations and customer service.

2. Information We Collect

We may collect and process the following categories of personal data:

Identity information such as your name and title.
Contact information such as your address, email address, and telephone number.
Service details including moving date, collection and delivery addresses, property access information, and item descriptions.
Payment-related information necessary to process transactions and maintain accurate records.
Communication records such as messages, enquiry details, and notes from calls or correspondence.
Operational information related to booking management, service preferences, and any special instructions you provide.
Technical information if you interact with our digital systems, such as basic device or usage data used for security and service improvement.

We do not collect more information than is reasonably required. Where possible, we keep data limited, relevant, and accurate.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, manage, and deliver moving and transport services.
To communicate with customers before, during, and after a service.
To process payments, invoices, and accounting records.
To maintain service quality, resolve complaints, and handle disputes.
To comply with legal, tax, and regulatory obligations.
To protect our business, customers, staff, and property from fraud or misuse.

We only use personal data where we have a valid lawful basis to do so.

4. Lawful Basis for Processing

Under UK GDPR, we must identify a lawful basis for each processing activity. Depending on the situation, we rely on the following:

Contract

We process personal data when it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes handling bookings, service delivery, and payment processing.

Legal Obligation

We may process and retain certain information to comply with legal obligations, including tax, accounting, insurance, and record-keeping requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include improving services, managing customer relationships, preventing fraud, and protecting our operations. We always consider whether such processing is necessary and proportionate.

Consent

In limited circumstances, we may rely on your consent, for example where it is required for a specific type of communication or optional processing. If we rely on consent, you may withdraw it at any time, without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for the operation of our services. These parties 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 of processors and service providers may include:

Payment processors who handle secure payment transactions.
Accounting and bookkeeping providers who help maintain financial records.
IT and hosting providers who support business systems, storage, and security.
Communication service providers who assist with email, messaging, or customer administration.
Professional advisers such as insurers, legal advisers, or auditors where necessary.

We require all processors to handle personal data securely, confidentially, and in line with data protection law. We do not sell personal data. We only share information when it is necessary, lawful, and proportionate.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, and operational requirements. Retention periods may vary depending on the type of information and the reason it is held.

Customer and booking records are generally retained for a period appropriate to service administration and dispute handling.
Financial and tax records are kept for the duration required by applicable law.
Correspondence and complaint records may be retained for as long as needed to resolve issues or demonstrate compliance.

When data is no longer needed, we will securely delete, anonymise, or archive it in a controlled manner.

7. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful management of third-party services. While no system can be guaranteed completely secure, we work to reduce risk and maintain good data protection practices.

8. Your Rights

As a data subject under UK GDPR, you have a number of rights in relation to your personal data. These rights may be subject to legal limits and exemptions, but we will always consider any request carefully and respond appropriately.

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 certain 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 a copy of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise your rights, we may need to verify your identity before responding. We aim to handle requests within the time limits set by law.

9. International Transfers

In some cases, service providers may process data outside the United Kingdom. Where this happens, we will ensure that appropriate safeguards are in place so that your personal data receives an adequate level of protection consistent with UK data protection requirements.

10. Complaints

If you have concerns about how we handle your personal data, we encourage you to raise them so that we can review the issue and seek a fair resolution. You also have the right to lodge a complaint with the relevant supervisory authority if you believe your data protection rights have not been respected.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service-related changes. Any updates will apply from the date they are published. We encourage customers to review this policy periodically to stay informed about how personal data is protected.

12. Summary of Our Commitment

Man With Van Twickenham is committed to respecting privacy, handling data responsibly, and using personal information only where there is a clear and lawful reason to do so. We aim to keep data secure, retain it only as long as necessary, and ensure that all customers in the Twickenham area can trust us to process their information fairly, transparently, and in compliance with applicable law.