Privacy Policy - Man And Van Hillingdon

This Privacy Policy explains how Man And Van Hillingdon collects, uses, stores, shares, and protects personal data when providing moving, removal, delivery, and related services. It applies to all Man And Van Hillingdon customers in the area, including individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal information in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Hillingdon is a service provider operating in the Hillingdon area. For the purposes of data protection law, we act as a data controller when deciding how and why personal data is used for the delivery of our services, administration, customer support, invoicing, and compliance obligations.

2. Personal Data We Collect

We collect only the information necessary to carry out our services and manage our business responsibly. The categories of personal data we may collect include:

Identity details such as name and title
Contact details such as phone number and email address
Service details such as pick-up and delivery addresses, moving dates, property access information, and service preferences
Billing details such as payment records, invoice information, and transaction references
Communication records such as messages, enquiries, complaints, and service confirmations
Technical information where applicable, such as basic website or device data used for security, analytics, or service improvement
Special category data only where strictly necessary and usually only if you choose to provide it, for example information relevant to access needs or health-related delivery considerations

We do not seek to collect unnecessary personal data. If you choose not to provide information that we need to perform a service, we may be unable to complete that service safely or effectively.

3. How We Use Your Data

We use personal data for specific and limited purposes, including:

providing quotations and managing bookings
planning and carrying out removal or transport services
communicating with you about schedules, service changes, and customer support
issuing invoices, processing payments, and maintaining financial records
handling complaints, queries, and service issues
meeting legal, tax, accounting, and insurance obligations
improving our services, operations, and customer experience
protecting against fraud, misuse, and security risks

We will only use your data for the purpose for which it was collected unless we reasonably determine that another compatible purpose is necessary and lawful.

4. Lawful Basis for Processing

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

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging services, carrying out deliveries, and managing payment matters.

Legal Obligation

We may process data where required to comply with laws and regulations, including tax, accounting, insurance, fraud prevention, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include business administration, improving services, maintaining service quality, and defending legal claims. When we rely on this basis, we assess the impact on your privacy and use safeguards to reduce risk.

Consent

In limited circumstances, we may rely on your consent, particularly for optional activities or where special category data is involved. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare situations, we may process information to protect someone’s vital interests, for example in an emergency involving a customer, employee, or third party.

5. Sharing and Processors

We may share personal data with trusted third parties who support the delivery and administration of our services. These parties act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes.

Examples of processors and recipients may include:

payment processors and banking service providers
accountants and bookkeeping providers
IT, hosting, and software service providers
customer communication and booking management tools
storage, logistics, or subcontracted service partners where necessary to fulfil a booking
insurers, legal advisers, and professional consultants

We require processors to handle data securely, only for agreed purposes, and in accordance with data protection law. Where personal data is shared with independent third parties, we do so only when there is a lawful reason, such as contractual necessity, legal compliance, or legitimate interests.

We do not sell personal data. We also do not share your information for unrelated marketing purposes without a lawful basis.

6. International Transfers

If any personal data is transferred outside the UK, we will take appropriate steps to ensure it receives a level of protection that is essentially equivalent to UK standards. This may include the use of approved contractual safeguards or transfers to countries recognized as providing adequate protection.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. The length of time depends on the type of data and the reason for processing.

Customer booking and service records are typically retained for the period needed to manage the contract and any follow-up issues
Financial and tax records are retained for the period required by law
Complaint and correspondence records may be retained for a reasonable period to handle disputes or demonstrate compliance
Technical and security logs are kept for a limited period unless needed longer for investigation or compliance

When data is no longer required, we will delete, destroy, or anonymise it securely.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted data sharing. While no system can be completely secure, we take reasonable steps to reduce risk and maintain the integrity of customer information.

9. Your Rights

Under data protection law, you have rights over your personal data. These rights may apply depending on the circumstances and legal basis for processing. They 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 cases
Right to restriction – to ask us to limit processing in certain circumstances
Right to object – to object to processing based on legitimate interests or direct marketing
Right to data portability – to request transfer of certain data in a structured, commonly used format
Right to withdraw consent – where processing is based on consent

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data has been handled unlawfully. We encourage you to raise any concerns with us first so we can try to resolve them promptly and fairly.

10. Automated Decision-Making

We do not generally use fully automated decision-making or profiling that produces legal or similarly significant effects. If this changes in the future, we will update this policy and provide the information required by law.

11. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children except where it is incidental to a booking or service arrangement and only where lawful and necessary. If we become aware that we have collected information from a child without appropriate authority, we will take steps to delete it unless retention is required by law.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data processing practices. Any updates will apply from the date they are posted or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we protect personal data.

13. Summary of Our Commitment

Man And Van Hillingdon is committed to protecting the privacy of customers in the Hillingdon area. We collect only the data we need, use it for clear and lawful purposes, store it securely, retain it only as long as necessary, and respect the rights of every individual whose data we process. We aim to be transparent, responsible, and compliant in every aspect of our handling of personal information.