Privacy Policy - Man With A Van Marylebone

This Privacy Policy explains how Man With A Van Marylebone collects, uses, stores, shares, and protects personal data when providing services to customers in Marylebone and the surrounding area. It applies to all Man With A Van Marylebone customers in the area, including individuals, households, landlords, tenants, and business clients who use our moving, transport, packing, loading, and related services.

We are committed to processing personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws. This policy should be read carefully so that you understand what information we collect, why we collect it, and the rights you have over your information.

1. Personal Data We Collect

We collect only the personal data that is necessary to arrange, manage, and deliver our services safely and effectively. Depending on how you interact with us, we may collect the following categories of information:

Identity details such as your name and, where relevant, the name of an authorised representative.
Contact details including your phone number, email address, and service address.
Service information such as move size, property access details, item descriptions, preferred dates, and special handling requirements.
Billing and payment data including invoice details, payment status, and transaction references. We do not store full card details when payments are processed securely by third-party payment providers.
Correspondence records including emails, notes from calls, complaint details, and messages relating to quotes, bookings, or service issues.
Operational data such as delivery schedules, vehicle allocation, team notes, and completion records.
Website or device data if you contact us online, such as basic technical logs, though we keep this limited to what is needed for security and functionality.

In some cases, we may also process limited information about access needs, mobility requirements, or other special instructions relevant to the moving job. We do not seek to collect unnecessary sensitive information, and if such information is provided, we only use it for the specific service purpose for which it was shared.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and confirm bookings.
To plan, carry out, and complete moving and transport services.
To communicate with you about timing, access, changes, or service updates.
To manage invoices, payments, and account records.
To handle complaints, disputes, and service enquiries.
To maintain safety, security, and operational records.
To improve our services and ensure quality control.
To comply with legal, tax, insurance, and regulatory obligations.

We only process your data for specific and legitimate purposes. We do not sell your personal data and we do not use it for unrelated purposes without a lawful basis.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of data processing. The main bases we rely on are:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing a quote, booking a move, collecting service details, arranging transport, and completing the agreed work.

Legal Obligation

We may retain and use certain information to meet legal and regulatory requirements, including tax compliance, accounting rules, insurance obligations, and record-keeping duties.

Legitimate Interests

We may process personal data where it is reasonably necessary for our legitimate business interests, provided your rights do not override those interests. This may include protecting against fraud, keeping accurate business records, improving services, responding to complaints, and ensuring the safe management of operations.

Consent

Where required by law, we rely on your consent. For example, if we need to use optional information that is not necessary for the contract, we will ask for clear permission first. You may withdraw consent at any time, though this will not affect the lawfulness of processing carried out before withdrawal.

4. How We Share Personal Data

We may share personal data only when needed for the purposes described in this policy. Any sharing is limited to what is necessary and is subject to appropriate confidentiality and security measures.

We may share data with the following categories of recipients:

Service providers and processors that support administration, payment processing, accounting, IT systems, communications, and record management.
Insurance providers where needed to manage claims, incidents, or liability matters.
Legal, tax, or regulatory bodies where disclosure is required by law or needed to protect legal rights.
Subcontracted operational partners who assist with delivery, transport, or related service work under our instructions.

We require processors and other service partners to handle data securely, use it only for authorised purposes, and respect applicable data protection obligations. When sharing data outside the UK, if ever necessary, we will apply appropriate safeguards to protect your information.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, and business record requirements. The exact retention period depends on the type of data and the reason we hold it.

Booking and service records are generally kept for a period needed to manage the contract, handle queries, and evidence completion.
Invoice and payment records are retained for tax and accounting purposes in line with legal obligations.
Complaint and correspondence records are retained for a reasonable period to resolve issues and demonstrate how they were handled.
Operational logs are retained only as long as needed for security, service management, and internal review.

When data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Data Security

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include secure storage, access controls, staff confidentiality obligations, and careful selection of trusted processors.

Although we work hard to safeguard all information, no method of transmission or storage is completely secure. We therefore encourage customers to share only the information required for arranging and completing the service.

7. Your Rights

As a data subject under UK GDPR, you have a number of rights regarding your personal data. These rights may apply depending on the circumstances and the legal basis for processing:

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can request correction of inaccurate or incomplete information.
Right to erasure – in some cases, you can ask us to delete your data.
Right to restriction – you can ask us to limit the way we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests.
Right to data portability – where applicable, you can request data in a structured, commonly used format.
Right to withdraw consent – if processing is based on consent, you can withdraw it at any time.

You also have the right to raise concerns with the relevant supervisory authority if you believe your data has not been handled properly. We encourage you to contact us first so that we can try to resolve any issue promptly and fairly.

8. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is required in connection with a household move and provided by an adult with authority to do so. If we become aware that we have collected data without appropriate permission, we will take steps to delete or correct it as appropriate.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or the way we process personal data. Any updates will take effect when published in the revised policy. We recommend reviewing this policy periodically to stay informed about how we protect your information.

10. Summary of Our Commitments

In short, Man With A Van Marylebone collects only the personal data needed to provide moving and transport services, uses it on a valid legal basis, keeps it only for as long as necessary, shares it only with trusted processors and other permitted recipients, and respects your privacy rights under UK GDPR.

If you use our services in Marylebone or the surrounding area, this Privacy Policy applies to you. We aim to handle all personal data with care, transparency, and respect, while maintaining the standards required for safe and reliable service delivery.