Privacy Policy - Man And A Van Kensington

Man And A Van Kensington is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect information relating to our customers and prospective customers. It applies to all Man And A Van Kensington customers in the area, including anyone who contacts us for a quote, books a service, or uses our moving services.

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. This policy is written to be clear, lawful, and transparent so that you understand what happens to your information and what rights you have.

1. Personal Data We Collect

We may collect and process different categories of personal data depending on how you interact with us and the services you request. The information may include:

Identity details, such as your name or the name of your business.
Contact details, such as address, telephone number, and email address.
Service details, including moving dates, item descriptions, property access notes, inventory information, and service preferences.
Billing and payment information, such as invoice details, payment status, and transaction records.
Communications you send to us, including enquiries, complaints, feedback, and booking correspondence.
Technical and usage data, where relevant, such as basic website interaction information or device-related data used to improve our services.
Special category data only where strictly necessary and only if you choose to disclose it, for example information that may be relevant to access requirements or support needs.

We aim to collect only the data that is necessary for the purposes described in this policy. We do not intentionally collect more information than we need.

2. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or make an enquiry;
book or amend a service;
communicate with us by phone, email, or other channels;
provide details for invoicing or payment;
leave feedback or make a complaint;
interact with our service-related forms or records.

We may also receive information from third parties where this is necessary to perform our services, such as landlords, agents, business clients, or payment providers, but only where they have a lawful basis to share that information.

3. How We Use Your Data

We use personal data for the following purposes:

to provide moving and transport services;
to create and manage quotations, bookings, and invoices;
to communicate with you before, during, and after a service;
to manage customer support, disputes, and complaints;
to maintain records of services carried out;
to comply with legal, tax, accounting, and regulatory obligations;
to protect our business against fraud, misuse, or security incidents;
to improve our operations, processes, and service quality.

We will only use your data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose, or we inform you otherwise and the law allows it.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming bookings, delivering moving services, handling payments, and managing service-related communication.

Legal Obligation

We may process data where required to comply with legal or regulatory obligations, including tax, accounting, insurance, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing our operations, keeping secure records, preventing fraud, improving services, and responding to customer queries. When relying on legitimate interests, we consider whether the processing is proportionate and whether it has a minimal impact on your privacy.

Consent

In limited cases, we may rely on your consent, particularly where it is required by law. If we ask for consent, you can withdraw it at any time. Withdrawal of consent will not affect processing that has already taken place lawfully.

5. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or, in some cases, as independent controllers. These parties help us operate our business and deliver services. They are only given the information necessary for their role and are required to protect it appropriately.

Examples of processors and recipients may include:

Payment providers for handling secure transactions;
Accounting or bookkeeping services for financial record management;
IT and cloud storage providers for data hosting, security, and backups;
Communication tools for sending service updates or managing enquiries;
Professional advisers such as legal or insurance advisers where necessary;
Regulators, authorities, or law enforcement where the law requires disclosure.

Where we use processors, we ensure appropriate data processing terms are in place. Processors may only act on our instructions and must not use your personal data for their own purposes.

We do not sell your personal data.

6. International Transfers

If any of our service providers store or access personal data outside the UK, we take steps to ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent lawful protections required under data protection law.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, insurance, and operational requirements. The exact retention period depends on the type of data and the purpose of processing.

Booking and service records are generally retained for a period needed to manage the customer relationship and resolve any follow-up issues.
Financial and invoice records are kept for the period required by tax and accounting law.
Complaint or dispute records may be retained longer if needed to establish, exercise, or defend legal claims.
Enquiry data that does not lead to a booking may be deleted or anonymised after a reasonable period.

When data is no longer required, we will securely delete, anonymise, or otherwise dispose of it in line with our retention practices.

8. Data Security

We use reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

However, no method of transmission or storage is completely secure. While we work hard to protect your information, we cannot guarantee absolute security.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These include:

The right to be informed about how your data is used.
The right of access to request a copy of the data we hold about you.
The right to rectification to have inaccurate or incomplete data corrected.
The right to erasure, sometimes known as the right to be forgotten, in certain circumstances.
The right to restrict processing in certain situations.
The right to object to processing based on legitimate interests, including direct marketing where applicable.
The right to data portability for data processed by automated means under contract or consent, where applicable.
Rights related to automated decision-making, where such processing takes place.

If you wish to exercise any of these rights, your request will be handled in accordance with applicable data protection law. We may need to verify your identity before responding. In some cases, rights may be limited where the law permits us to retain or continue processing certain data.

10. Children’s Data

Our services are intended for adult customers and business clients. We do not knowingly collect personal data from children unless it is necessary for a specific service arrangement and is provided by a responsible adult with the appropriate authority.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our practices, or the way we operate. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

We value privacy and handle personal data carefully and lawfully. Our approach is based on data minimisation, purpose limitation, secure storage, and respect for your rights. Man And A Van Kensington processes personal data only where necessary to provide services, meet legal requirements, and run our business responsibly. If your data is processed, it will be done fairly, transparently, and with appropriate safeguards.