Privacy Policy - Man With A Van Mill Hill

This Privacy Policy explains how Man With A Van Mill Hill collects, uses, stores, shares, and protects personal data. It applies to all Man With A Van Mill Hill customers in area and to anyone who enquires about, books, or uses our moving and transport 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

Man With A Van Mill Hill provides removal, delivery, collection, and transport services for household and business customers. In the course of delivering these services, we may need to collect personal information from customers, suppliers, and other relevant parties. We only collect data that is necessary for legitimate business and service-related purposes.

2. Personal Data We Collect

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

Identity data: name, title, and, where relevant, business name.
Contact data: address, email address, and telephone number.
Booking and service data: details of the move, delivery instructions, collection times, item descriptions, access details, and service preferences.
Payment data: payment confirmation, billing details, and transaction records. We do not retain full card details unless required by a secure payment provider.
Communication data: records of enquiries, emails, messages, and notes from calls or bookings.
Technical data: limited information such as device, browser, or usage details if you interact with our digital systems.
Special category data: we do not intentionally collect sensitive data unless you choose to disclose it, and only where there is a lawful basis and an appropriate safeguard in place.

We aim to collect only the information needed to provide a reliable and efficient service. We do not sell personal data.

3. How We Collect Your Data

We may collect personal data directly from you when you:

make an enquiry or request a quote;
book a service;
provide delivery or access instructions;
communicate with us by phone, email, or message;
make a payment or request an invoice;
leave feedback or raise a complaint.

We may also receive data from third parties where necessary for providing the service, such as payment processors, landlords, property managers, business clients, or subcontracted service providers acting on our behalf.

4. Lawful Basis for Processing

We only process personal data when we have a valid lawful basis under UK GDPR. Depending on the context, we rely on the following lawful bases:

Contract: processing is necessary to enter into or perform a contract with you, such as arranging and completing a move or delivery.
Legitimate interests: processing is necessary for our legitimate business interests, including managing enquiries, improving services, preventing fraud, keeping records, and handling customer support, provided your rights do not override those interests.
Legal obligation: processing is necessary to comply with legal or regulatory requirements, such as tax, accounting, or record-keeping duties.
Consent: where required, we may rely on your consent, for example for certain optional communications. You may withdraw consent at any time.

Where we rely on legitimate interests, we consider whether the processing is necessary and whether it may unfairly impact your privacy. If it does, we will not use that basis.

5. How We Use Your Data

We use personal data for the following purposes:

to provide quotations, book services, and carry out collections or deliveries;
to communicate with you about your booking or service requirements;
to process payments, invoices, refunds, or adjustments;
to maintain accurate business and customer records;
to manage complaints, claims, and disputes;
to comply with legal duties and respond to lawful requests;
to improve operational efficiency, service quality, and customer experience;
to protect our business, customers, and staff against misuse or fraud.

We will never use your personal data in a way that is incompatible with the original purpose for which it was collected without first identifying a lawful basis.

6. Sharing and Processors

We may share personal data with trusted third parties, known as processors, who support the delivery of our services. These processors only act on our instructions and are required to keep your data secure and confidential.

Examples of processors may include:

Payment processors: to handle secure payment transactions.
Accounting or bookkeeping providers: to manage invoices, tax records, and financial administration.
IT and hosting providers: to store or support business systems and data.
Communication providers: to facilitate email, messaging, or booking communications.
Subcontracted transport or logistics partners: where needed to fulfil a service you requested.

We may also disclose data where required by law, to respond to lawful requests from public authorities, or to protect our legal rights. If a third party processes data on our behalf, we ensure appropriate contractual safeguards are in place.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

Enquiry records: kept for a limited period if no booking is made, to manage follow-up and administration.
Customer booking and service records: retained for the period needed to complete the service and handle any issues that may arise afterwards.
Financial and tax records: retained for the period required by law.
Complaint or dispute records: retained for as long as needed to resolve the matter and protect our legal position.

When data is no longer needed, we will securely delete, anonymise, or destroy it. Retention is reviewed regularly so that we do not keep information longer than necessary.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality obligations, and limiting data access to personnel who need it for legitimate business purposes. While no system can be guaranteed to be completely secure, we work to reduce risk and maintain an appropriate level of protection.

9. Your Rights

Under data protection law, you have rights in relation to your personal data. These 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 data.
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 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 we rely on consent, you can withdraw it at any time.

You may exercise these rights subject to legal limitations and verification of your identity. If a request cannot be fully actioned, we will explain why. You also have the right to lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

10. International Transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it, such as approved contractual measures or other lawful transfer mechanisms. We only transfer data where necessary for service delivery, administration, or secure processing.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a service and appropriate consent or authority is in place. If we become aware that we have collected data from a child without a lawful basis, we will take steps to delete it promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any revised version will apply from the date it is published. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

Summary of Our Commitment

Man With A Van Mill Hill is committed to processing personal data lawfully, fairly, and transparently. We collect only what is needed, use it for clear service-related purposes, retain it only as long as necessary, and safeguard it through appropriate security and processor controls. Our customers in area can expect their privacy to be respected and their rights to be supported under applicable data protection law.