Privacy Policy - Man With A Van Kensington

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

1. Who We Are

For the purpose of data protection law, Man With A Van Kensington acts as the data controller for the personal data we collect and use in connection with our services. This means we determine why and how your personal information is processed. We take privacy seriously and aim to collect only the information necessary to provide a reliable, safe, and efficient service.

2. Personal Data We Collect

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

Identity details such as your name and title.
Contact details such as your phone number, email address, and service address.
Booking and service information including move dates, collection and delivery locations, access details, item descriptions, special handling requirements, and appointment notes.
Payment and billing information such as invoice details, payment status, and transaction references.
Communication records including messages, call notes, complaints, feedback, and correspondence about quotes or bookings.
Technical data such as basic website or device information where relevant, for example if you submit a form or interact with our online services.
Identification or verification information where required for fraud prevention, security, or legal compliance.

We do not seek to collect unnecessary personal data. In particular, we do not intentionally collect special category data unless it is strictly required and you have provided it, or unless another lawful basis applies under data protection law.

3. How We Use Your Data

We use your personal data for the following purposes:

To provide quotes, confirm bookings, and deliver moving or removal services.
To communicate with you about your booking, access requirements, delays, or changes.
To plan routes, allocate staff, and manage logistics.
To process payments, issue invoices, and maintain accounting records.
To handle complaints, claims, and customer service enquiries.
To maintain safety, protect property, and manage risk during service delivery.
To comply with legal, tax, insurance, and regulatory obligations.
To prevent fraud, misuse, or unlawful activity.

We may also use anonymised or aggregated information for internal reporting and service improvement. Such data does not identify you personally.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under UK GDPR. Depending on the circumstances, our lawful bases may include:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes managing quotes, bookings, transport arrangements, invoicing, and related customer support.

Legal Obligation

We may process data to comply with legal requirements, including tax law, accounting duties, record-keeping obligations, and requests from lawful authorities.

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 can include service administration, fraud prevention, internal reporting, and improving operational efficiency.

Consent

In limited cases, we may rely on your consent, for example where it is required for optional communications or certain types of processing. Where consent is used, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with carefully selected third parties who assist us in running our business. These third parties act as processors or independent controllers depending on the service they provide. We ensure that appropriate data processing terms are in place and that third parties only process data on our instructions where required.

Examples of processors and service providers may include:

Payment service providers that help process transactions securely.
Accounting and bookkeeping providers that support invoicing and financial records.
Customer communication tools used for booking confirmations and service updates.
IT and data storage providers that host, maintain, or secure our records.
Operational contractors or sub-contractors where necessary to perform moving services.
Professional advisers such as insurers, auditors, or legal advisers when needed.

We may also disclose personal data if required by law, court order, or to protect our rights, customers, staff, or property. Where practical, we limit disclosure to the minimum amount necessary.

6. International Transfers

If a processor or service provider stores or accesses data outside the UK, we will take steps to ensure an adequate level of protection is in place. This may include using approved contractual safeguards and assessing relevant transfer mechanisms before any data leaves the UK.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, and insurance requirements. Retention periods depend on the type of information and why it is held.

Booking and service records are generally retained for a reasonable period to manage queries, disputes, and service history.
Invoice and payment records are retained for the period required by tax and accounting law.
Complaint and claim records may be retained longer where needed to resolve disputes or establish legal rights.
Communication records are kept as long as necessary for customer service, business administration, or legal protection.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We regularly review retention practices to ensure data is not held longer than necessary.

8. Data Security

We use reasonable technical and organisational measures to safeguard personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access on a need-to-know basis. While no system can be guaranteed completely secure, we work to protect your information in line with applicable legal standards.

9. Your Rights

Under UK data protection law, you have a number of rights regarding your personal data. Subject to legal conditions and exemptions, 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 information.
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 specific situations.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

To help protect your privacy, we may need to verify your identity before responding to a rights request. We aim to handle such requests within the time limits required by law.

10. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is incidental to providing services to a household and the data is supplied by an adult customer or authorised representative. If we become aware that we have collected personal data unlawfully from a child, we will take appropriate steps to delete it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or service arrangements. Any revised version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Man With A Van Kensington is committed to protecting the privacy of every customer in the area. We only collect data that is needed for service delivery, business management, and legal compliance. We process personal data on a lawful basis, share it only where necessary with trusted processors, retain it for appropriate periods, and respect your rights under UK GDPR. Your information is handled with care, transparency, and respect.