Privacy Policy - Man And Van Northsheen

Man And Van Northsheen is committed to protecting the privacy and personal data of all customers in our service area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when providing our moving, transport, delivery, and related services. It applies to all Man And Van Northsheen customers in the area, including individuals, households, landlords, tenants, and business clients who use our services.

We aim to process personal data lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018. By using our services, you acknowledge that your personal data may be processed as described in this policy.

1. Information We Collect

We collect only the information that is necessary to provide and manage our services, meet legal obligations, and improve customer experience. The types of personal data we may collect include:

Identity details such as your name and, where relevant, business name.
Contact details such as your telephone number, email address, and service address.
Service information such as collection and delivery locations, access instructions, item lists, dates, times, and any special handling requirements.
Payment information such as billing details, transaction records, and payment confirmations.
Communication records such as messages, quotations, complaints, feedback, and service updates.
Site and property information relevant to the move, including parking restrictions, access notes, and stair or lift requirements.
Technical information if you interact with digital systems, such as device information or log data used for security and service performance.

We do not intentionally collect more data than is needed for legitimate business and legal purposes. If you provide information about other people, such as family members, employees, tenants, or building staff, you should ensure that you have a lawful basis to share that information with us.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and deliver moving services.
To plan routes, allocate staff, and manage logistics.
To communicate with customers about service updates, delays, and changes.
To process payments, issue invoices, and manage accounting records.
To handle customer queries, complaints, and claims.
To comply with legal, tax, insurance, and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or security incidents.
To maintain accurate business records and improve service quality.

We may also use data in an aggregated or anonymised form for internal analysis, planning, and service improvement. Where information has been anonymised properly, it no longer identifies you and is not treated as personal data.

3. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the circumstance, we rely on one or more of the following lawful bases:

Contract

We process your personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging your move, carrying out the service, and managing associated payments and communications.

Legal obligation

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

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided these interests are not overridden by your rights and freedoms. Examples include improving operations, maintaining security, preventing fraud, managing customer service, and keeping internal records.

Consent

In limited situations, we may ask for your consent, for example for certain optional communications or where we rely on consent for a specific processing activity. Where consent is used, you can withdraw it at any time.

4. Data Sharing and Processors

We do not sell personal data. However, we may share information with trusted third parties where necessary to provide our services, fulfil legal duties, or support our business operations. These third parties act as processors or independent controllers depending on the service provided.

Examples of processors may include:

IT and hosting providers who store or support business systems.
Payment processors who handle transactions securely.
Accounting and bookkeeping providers who support invoicing and tax compliance.
Communication service providers who help deliver emails, messages, or notifications.
Insurance or claims handlers where required for assessing and resolving incidents.

Where a third party processes personal data on our behalf, we require them to use appropriate technical and organisational measures to protect the data, to act only on our instructions, and to comply with applicable data protection law.

We may also disclose information to public authorities, regulators, law enforcement, or legal advisers where required or permitted by law, or where necessary to establish, exercise, or defend legal claims.

5. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. These safeguards may include adequacy decisions, standard contractual clauses, or other lawful transfer mechanisms recognised by UK data protection law. We will take reasonable steps to protect your data wherever it is processed.

6. Data Retention

We keep personal data only for as long as is necessary for the purpose for which it was collected, including to meet contractual, legal, accounting, insurance, and dispute-resolution requirements. Retention periods may vary depending on the type of data and the nature of the service.

In general:

Customer and booking records are retained for the period needed to complete the service and manage follow-up issues.
Financial and tax records are retained for the period required by applicable tax and accounting law.
Complaints, claims, and dispute records may be retained for longer where necessary to resolve issues or defend legal claims.
Communications are retained for a reasonable period after the service to support customer care and record accuracy.

When data is no longer needed, we will securely delete, anonymise, or archive it in accordance with our retention practices.

7. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff training, and restricted sharing of information.

While we take reasonable steps to protect your information, no system can be guaranteed to be completely secure. We encourage customers to share only the information needed for service delivery and to notify us if they believe personal data has been compromised.

8. Your Data Protection Rights

Under data protection law, you have rights in relation to your personal data. Depending on the circumstances, 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 restriction – to ask us to limit processing 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.
Right to withdraw consent – where processing is based on consent.

These rights are not absolute and may be subject to legal exceptions. If you exercise your rights, we may need to verify your identity before responding.

9. 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 the context of a household move and where the information is provided by an adult with authority to do so. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our business practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we handle personal data.

11. Complaints and Further Information

If you have concerns about how your personal data is handled, you have the right to raise a complaint with the relevant data protection authority. We encourage customers to raise any issues with us first so that we can review and address them promptly. We will treat privacy concerns seriously and work to resolve them in a fair and timely manner.

In summary, Man And Van Northsheen processes personal data only where it is lawful and necessary, keeps it only as long as needed, uses trusted processors, and respects your rights under UK data protection law. This policy applies to all Man And Van Northsheen customers in area and is intended to provide clear, transparent information about how we manage personal information.