Privacy Policy – Man And Van Wembley

Man And Van Wembley is committed to protecting the privacy and personal data of all customers in the Wembley area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when we provide moving, transport, packing, delivery, and related services. It applies to all Man And Van Wembley customers in the area, including individuals, households, landlords, tenants, and businesses who use our services.

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to ensure that personal information is handled lawfully, fairly, transparently, and securely at all times.

1. Information We Collect

We may collect and process the following categories of personal data depending on the services requested and how you interact with us:

Identity information such as your name and title.
Contact information such as email address, telephone number, billing address, and service address.
Service details such as move dates, property access information, item lists, and service preferences.
Payment-related information such as transaction references and billing records. We do not store full payment card details where payment processing is handled by a secure third-party provider.
Communication records including messages, quotations, booking notes, complaints, and customer service correspondence.
Technical information if you interact with our digital services, such as IP address, browser type, device details, and usage data.
Special category data only where strictly necessary and provided by you, for example access needs or health-related details relevant to safe service delivery. We will process this information with additional care and only where lawful grounds apply.

We normally collect data directly from you when you make an enquiry, request a quote, confirm a booking, make a payment, or contact us about a service. We may also receive personal data from third parties where necessary to complete a booking, such as a landlord, letting agent, business client, or another person acting on your behalf.

2. How We Use Personal Data

We use personal data only for legitimate business and legal purposes connected with our moving and transport services. These purposes may include:

providing quotations and confirming bookings;
managing collections, deliveries, and removals;
planning staff, vehicle, and route requirements;
communicating with customers about service updates;
processing payments and maintaining financial records;
handling complaints, claims, or disputes;
meeting legal, tax, accounting, and insurance obligations;
protecting our business, staff, and customers from fraud, misuse, or unsafe activity;
improving our services, operations, and customer experience.

We do not sell your personal data. We also do not use personal data for unrelated purposes unless we have a valid legal basis and, where required, your consent.

3. Lawful Basis for Processing

We only process personal data where we have a lawful basis under the UK GDPR. Depending on the situation, our lawful bases may include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes handling quotations, bookings, service delivery, payments, and post-service administration.

Legal obligation

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

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include managing operations, responding to enquiries, protecting against fraud, improving services, and maintaining service records.

Consent

In limited cases, we rely on your consent, such as where we ask to use optional information for specific purposes. If we rely on consent, you can withdraw it at any time.

Vital interests

In rare situations, we may process information where it is necessary to protect someone’s vital interests, such as in an emergency affecting safety.

4. Sharing and Processors

We may share personal data with trusted third parties only when necessary for service delivery, administration, legal compliance, or business operations. These recipients act either as independent controllers or as processors acting on our instructions.

Examples of processors and service providers may include:

Payment processors that handle secure card or online transactions;
IT and cloud service providers that store data, manage communications, or support booking systems;
Accounting and bookkeeping providers that assist with financial records and tax compliance;
Insurance providers or claim-handling services when a claim or incident arises;
Professional advisers such as legal or compliance advisers where necessary;
Subcontracted transport or operational partners who help fulfil a booked service.

All processors are required to protect personal data, use it only for the agreed purpose, and implement appropriate technical and organisational security measures. We only work with processors that provide sufficient guarantees of GDPR compliance.

We may also disclose personal data where required by law, court order, regulator request, or to prevent or investigate suspected fraud, crime, or security incidents.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including satisfying legal, accounting, and reporting requirements. Retention periods depend on the type of data and the reason for processing.

As a general approach:

booking and service records may be kept for a reasonable period after completion to manage follow-up issues, claims, and customer history;
financial and invoicing records are typically retained for the period required by tax and accounting law;
communication records are kept as long as needed to resolve disputes or maintain operational records;
data no longer required is securely deleted or anonymised.

We do not keep data indefinitely. When information is no longer needed, we take steps to dispose of it safely and in accordance with our retention practices.

6. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness practices.

Although we take reasonable steps to protect your information, no system can be guaranteed to be completely secure. If a personal data breach occurs and it poses a risk to your rights and freedoms, we will respond in line with legal requirements and take appropriate action.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal limitations, these rights may 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 information;
Right to erasure – to request deletion of your data in certain circumstances;
Right to restrict processing – to ask us to limit how we use your data in certain situations;
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 processing is based on consent;
Right to complain – to raise a concern with the UK data protection authority if you believe your rights have been violated.

Some rights may not apply in every circumstance, for example where we must keep records to meet legal obligations or defend a legal claim. We will assess each request carefully and respond within the time limits required by law.

8. Children's Data

Our services are generally intended for adults arranging removals, transport, or related services. We do not knowingly collect personal data from children except where a parent, guardian, or authorised adult provides information necessary for a service arrangement or safety purpose. If we become aware that we have collected data inappropriately, we will take steps to delete or correct it as required.

9. 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 in Wembley and the surrounding area to review this policy periodically to stay informed about how personal data is handled.

10. Summary of Key Principles

We collect only the information needed to provide and manage our services.
We process personal data under lawful bases such as contract, legal obligation, consent, and legitimate interests.
We share data only with trusted processors and other necessary parties.
We retain data only for as long as needed and then securely delete or anonymise it.
We respect your rights and take privacy seriously for all Man And Van Wembley customers in the area.

Privacy is important to us, and we are committed to using personal data responsibly, transparently, and in line with applicable law. By using our services, you acknowledge that your data may be processed as described in this Privacy Policy.