Privacy Policy - Man And Van Pimlico

Effective Date: This Privacy Policy applies to all Man And Van Pimlico customers in the area and explains how we collect, use, store, and protect personal data in accordance with the UK GDPR and the Data Protection Act 2018.

1. Introduction

Man And Van Pimlico is committed to respecting your privacy and handling your personal information fairly, lawfully, and transparently. This Privacy Policy explains what information we collect from customers, how we use it, the lawful basis we rely on, how long we keep it, who may process it on our behalf, and what rights you have over your data.

By using our services, requesting a quote, making a booking, or communicating with us in relation to a move, you acknowledge that your personal data may be processed as described in this policy. We only collect information that is relevant and necessary for providing our moving and transport services, managing bookings, and meeting our legal obligations.

2. Personal Data We Collect

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

Identity information: name, title, and any details needed to identify you as our customer.
Contact information: address, email address, phone number, and alternative contact details where provided.
Booking and service details: move date, collection and delivery addresses, property access information, inventory details, special handling requirements, and service preferences.
Payment information: payment status, invoice records, and limited payment-related data necessary to process transactions.
Communication records: emails, messages, call notes, complaint details, and any correspondence related to your booking or service.
Operational information: information about parking arrangements, loading access, lifting requirements, and other logistical details relevant to carrying out the service.
Technical data: basic website or device information if you contact us online, such as IP address or browser data where applicable.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for the service, for example if you disclose health-related access requirements. Where special category data is processed, we will do so only where permitted by law and with appropriate safeguards.

3. How We Use Your Data

We use personal data only for legitimate business purposes connected with providing our services. This includes:

processing quotations and booking requests;
arranging and delivering removal, transportation, and related services;
communicating with you before, during, and after the move;
managing payments, invoices, and records;
responding to enquiries, claims, or complaints;
maintaining internal records and service history;
protecting against fraud, misuse, or unlawful activity;
complying with legal, tax, accounting, and regulatory obligations.

We may also use information to improve our customer service, plan resources, and ensure that our operations are carried out efficiently and safely. We do not sell personal data.

4. Lawful Basis for Processing

We only process your personal data where we have a valid lawful basis under UK GDPR. The main bases we rely on are:

Contract

Most of our data processing is necessary for the performance of a contract or to take steps at your request before entering into a contract. This includes handling quotes, confirmations, move arrangements, service delivery, and invoicing.

Legal Obligation

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

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This may include business administration, service quality monitoring, fraud prevention, and handling customer disputes. When relying on legitimate interests, we consider whether the processing is proportionate and necessary.

Consent

In limited cases, we may rely on your consent, for example where you voluntarily provide optional information or agree to certain types of communication. Where consent is used, you may withdraw it at any time.

5. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, and to satisfy any legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason for processing.

Booking and service records: kept for a period necessary to manage service history, resolve disputes, and support customer care.
Financial and tax records: retained for the period required under applicable accounting and tax laws.
Communication records: kept for a reasonable time after the service to support handling of queries, complaints, or claims.
Marketing preferences: retained until you update your preferences or withdraw consent, where applicable.

When information is no longer needed, we will securely delete, anonymise, or archive it in accordance with our data retention practices. We regularly review stored data to ensure it is not kept longer than necessary.

6. Processors and Third Parties

We may share personal data with trusted third-party processors who help us operate our business and provide services to you. These may include:

payment service providers;
accounting and bookkeeping providers;
IT, cloud storage, and software providers;
email and communication service providers;
professional advisers such as legal or insurance advisers;
regulatory, tax, or law enforcement authorities where legally required.

Any processor we use is required to handle data only on our instructions, keep it secure, and comply with data protection laws. We take reasonable steps to ensure processors provide appropriate technical and organisational security measures. Where data is transferred outside the UK, we will ensure appropriate safeguards are in place.

7. Data Security

We use reasonable 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, and staff confidentiality obligations. While no system can be guaranteed completely secure, we take data protection seriously and continuously review our safeguards.

8. Your Rights Under Data Protection Law

You have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these 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 data.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restriction: to ask us to limit how we use your data in certain situations.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the timeframes required by law and provide information free of charge unless the request is manifestly unfounded or excessive.

9. Complaints

If you have concerns about how your personal data is handled, you may raise the issue with us first so we can review and address it. You also have the right to complain to the UK Information Commissioner???s Office if you believe your data protection rights have been breached. We encourage you to contact us promptly so that we can investigate and resolve any issue fairly and efficiently.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updates will take effect when published. We recommend reviewing this policy periodically to stay informed about how we protect your information.

11. Summary of Our Commitment

Man And Van Pimlico processes personal data lawfully, fairly, and transparently. We collect only the information needed to deliver our services, rely on appropriate lawful bases, retain data for no longer than necessary, and use trusted processors under strict safeguards. Our goal is to treat all customers in the area with care and respect while protecting privacy at every stage of the service.