Privacy Policy - West Hampstead Man And Van

This Privacy Policy explains how West Hampstead Man And Van collects, uses, stores, shares, and protects personal data in connection with our moving, transport, loading, unloading, and related services. It applies to all West Hampstead Man And Van customers in the area, including individuals, households, landlords, tenants, and business customers who use our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that we may process personal data as described in this policy. We only collect data that is relevant, adequate, and limited to what is necessary for the purposes set out below.

1. Data We Collect

We may collect and process different categories of personal data depending on the services requested and the way you interact with us. This may include:

Identity information: name, title, and any details needed to confirm who you are.
Contact information: address, email address, telephone number, and moving addresses.
Service information: booking details, property access information, inventory notes, item descriptions, service preferences, dates, times, and any special instructions.
Payment information: billing details, payment status, and transaction records. We do not store card data unless it is required by our payment provider.
Communication records: enquiries, emails, calls, messages, complaints, and feedback.
Technical information: limited website or device information if you submit an online enquiry, such as IP address, browser type, or cookies where applicable.
Evidence for claims or disputes: photographs, job notes, delivery confirmations, or records needed to assess damage, missing items, or service issues.

In most cases, we collect personal data directly from you when you request a quote, make a booking, confirm a job, or communicate with us. We may also receive information from third parties where necessary to provide the service, such as estate agents, landlords, tenants, business representatives, or payment processors acting on your behalf.

2. How We Use Your Data

We use personal data only where there is a valid reason to do so. Our purposes include:

providing removal, transport, packing support, and related services;
preparing quotations and confirming bookings;
planning routes, timing, staffing, and vehicle requirements;
managing customer accounts, invoices, and payment processing;
communicating with you about the service, changes, or service issues;
responding to questions, complaints, and claims;
maintaining business records and complying with legal, tax, and insurance obligations;
protecting our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We only use personal data for the purpose for which it was collected, unless we reasonably need to use it for a compatible purpose or another lawful reason.

3. Lawful Basis for Processing

We process personal data under one or more lawful bases permitted by the UK GDPR. The applicable basis depends on the specific situation:

Contract: we process data to provide a quotation, manage a booking, deliver the requested service, and complete our obligations under the agreement with you.
Legal obligation: we process certain records to meet accounting, tax, insurance, and other legal requirements.
Legitimate interests: we may process data to operate and improve our business, handle enquiries, prevent fraud, maintain security, manage service quality, and deal with disputes, provided these interests do not override your rights and freedoms.
Consent: where required, such as for specific marketing communications or optional uses of cookies, we rely on your consent and you may withdraw it at any time.
Vital interests: in rare cases, we may process information to protect someone’s life or physical safety.

We do not rely on one single lawful basis for all processing activities. Instead, we assess each purpose separately and keep records of our decisions where appropriate.

4. Retention of Personal Data

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

Typical retention periods may include:

Quotation and booking records: retained for a reasonable period after the service in case of follow-up queries, disputes, or repeat business.
Invoices and payment records: retained for the period required by tax and financial record-keeping laws.
Complaint and claim records: retained for as long as needed to investigate and resolve the matter and for any limitation period that may apply.
Marketing preferences: retained until you withdraw consent or ask us to stop using your data for that purpose.
General correspondence: retained only while it remains relevant to the service or business relationship.

When personal data is no longer required, it will be securely deleted, anonymised, or destroyed in a manner appropriate to the format in which it is held.

5. Processors and Third Parties

We may share personal data with trusted third parties who help us operate our services. These organisations act as processors or independent controllers depending on the service they provide. We take steps to ensure that any third party handling personal data does so securely and only in accordance with our instructions or its own legal obligations.

Examples of processors or service providers may include:

Payment processors: to handle card or online payments securely.
IT and cloud service providers: to store records, emails, booking data, and administrative information.
Customer communication tools: to send booking confirmations or service updates.
Accountants and tax advisers: to support financial reporting and legal compliance.
Insurance providers and claims handlers: where a claim or incident requires review.
Professional advisers: including legal advisers where necessary for compliance or dispute resolution.

We may also disclose data where required by law, court order, or to law enforcement authorities. We do not sell personal data.

6. Data Security

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, password protection, staff confidentiality obligations, and limited access on a need-to-know basis.

Although we work hard to safeguard information, no system can be guaranteed completely secure. If a personal data breach occurs that is likely to create a risk to your rights and freedoms, we will respond in line with legal requirements, which may include notifying affected individuals and the relevant supervisory authority.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be limited in some circumstances, but we will always assess any request carefully and respond appropriately.

Right of access: you can ask for a copy of the personal data we hold about you.
Right to rectification: you can request correction of inaccurate or incomplete information.
Right to erasure: you can ask us to delete your data in certain circumstances.
Right to restrict processing: you can request limited use of your data in specific situations.
Right to data portability: you can ask for certain information to be provided in a structured, commonly used format.
Right to object: you can 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.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

8. International Transfers

If any of our processors store or process data outside the UK, we will ensure that appropriate safeguards are in place so your personal data remains protected to a standard recognised under UK data protection law. Such safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

9. Marketing Communications

We may send limited service-related communications where necessary to manage your booking or account. We will only send marketing messages where we have a lawful basis to do so, such as consent or another permitted basis. If you no longer wish to receive marketing, you can opt out at any time. We will respect your choice and stop sending such communications where required by law.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or how we process personal data. Any updated 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.

11. Summary of Our Commitment

West Hampstead Man And Van is committed to protecting customer privacy and processing personal data responsibly. We collect only the information needed to provide our services, we use it for clear and lawful purposes, we keep it only as long as necessary, and we share it only with trusted processors or where legally required. We also respect your rights and will do our best to address any request or concern in a timely and transparent way.