Privacy Policy - Man With Van Orpington

This Privacy Policy explains how Man With Van Orpington collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related services. It applies to all Man With Van Orpington customers in the area, including prospective customers, people requesting quotations, and individuals whose details are supplied to arrange a service.

We are committed to handling personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We aim to process personal information fairly, transparently, and securely, and only for clear and legitimate purposes.

1. Information We Collect

We collect only the information necessary to manage enquiries, book services, carry out jobs, and handle administrative matters. The types of personal data we may collect include:

Identity details such as your name and, where necessary, the name of a business or organisation.
Contact details such as telephone number and email address.
Service details including addresses for collection and delivery, access notes, item descriptions, move size, dates, and times.
Billing and payment information such as invoice details and payment status. Payment card information, where used, is normally processed by secure payment providers rather than stored by us.
Communication records such as emails, messages, call notes, and service-related correspondence.
Job-related information such as inventory notes, parking or access arrangements, and any special handling requirements.
Technical information if you interact with us online, which may include basic device or usage data collected through standard website tools or analytics, where applicable.

We do not intentionally collect special category data, such as health information, unless it is strictly necessary for a service requirement and you choose to provide it. If such information is received, we will handle it with appropriate care and only for the relevant purpose.

2. How We Use Your Data

We use personal information to operate our services efficiently and responsibly. Common uses include:

Providing quotations and confirming bookings.
Planning, delivering, and managing moving or transport services.
Communicating about schedules, access arrangements, and service changes.
Preparing invoices, processing payments, and maintaining business records.
Handling customer support requests, complaints, and follow-up queries.
Meeting legal, tax, accounting, and insurance obligations.
Protecting against fraud, misuse, or security incidents.
Improving our services, training staff, and maintaining operational quality.

We will only use your personal data for the purpose it was collected for, or for a compatible purpose that you would reasonably expect. We do not sell personal data.

3. Lawful Basis for Processing

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

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes arranging quotations, making bookings, providing the service, and issuing invoices.

Legal Obligation

We may process and retain certain data where required by law, including tax, accounting, record-keeping, insurance, and compliance obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include managing enquiries, protecting our business, improving service delivery, and maintaining operational records. We consider the impact on your privacy before relying on this basis.

Consent

In some situations, we may rely on your consent, for example where you voluntarily provide optional information or agree to specific communications. You may withdraw consent at any time, where consent is the lawful basis for processing.

4. Sharing Your Information and Processors

We may share personal data with trusted third parties when necessary to deliver our services or run our business. These third parties act as processors or independent controllers depending on the service they provide.

Examples of processors and service providers may include:

Payment processors for handling secure transactions.
Accounting and bookkeeping providers for invoice administration and compliance.
IT, hosting, and email service providers for secure storage and communication systems.
Customer management or scheduling software providers used to organise bookings and service records.
Professional advisers such as insurers, legal advisers, or auditors, where needed.

Where we use processors, we ensure they are bound by appropriate data processing terms and only process data on our instructions or for the agreed purpose. We may also disclose data to public authorities, regulators, law enforcement bodies, or courts where required by law or necessary to protect legal rights.

We only share the minimum information necessary for the relevant task, and we aim to ensure that any shared data is handled securely and lawfully.

5. Data Retention

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

Enquiry records may be kept for a reasonable period to respond to follow-up questions or future bookings.
Customer and job records are retained for the duration of the service relationship and for a period afterward where needed for administration, disputes, or service history.
Financial and tax records are retained for the period required by law.
Complaint or claims information may be retained until the matter is resolved and for any additional period required for legal protection.

When personal data is no longer required, we will take appropriate steps to delete, anonymise, or securely destroy it.

6. Security of Personal Data

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful management of information sharing.

While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the nature of the data and the risks involved.

7. Your Rights

Depending on the circumstances and applicable law, you may have the following rights regarding your personal data:

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 information.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to request limited use of 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 information 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.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to raise concerns directly so that we can address them promptly and fairly.

8. Automated Decision-Making

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

9. Third-Party Information

Where you provide us with the personal data of another person, such as a property contact, family member, or representative, you should ensure that you have the authority to do so and that they understand how their data may be used. We will process that information in accordance with this Privacy Policy.

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 handle data. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how personal data is protected.

Last review: This policy is intended to provide a clear and lawful explanation of how Man With Van Orpington handles personal data for customers in the area. By using our services, you acknowledge that your information may be processed in the ways described above, subject always to applicable law.