Privacy Policy - Man And A Van Marylebone

Man And A Van Marylebone is committed to protecting the privacy and personal data of all customers in the Marylebone area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And A Van Marylebone customers in the area, including individuals and businesses who request, receive, or enquire about our removals, moving, packing, transport, storage coordination, or related services.

1. Who We Are

For the purposes of data protection law, Man And A Van Marylebone is the data controller for the personal data described in this policy. This means we decide why and how your personal information is processed. We only process personal data where we have a lawful basis and only for specific, legitimate purposes connected with providing our services, managing our operations, and meeting legal obligations.

2. Personal Data We Collect

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

Identity data: your name, title, and any business or company name you provide.
Contact data: address, email address, telephone number, and other communication details.
Service information: details about your move, pickup and delivery addresses, inventory information, property access notes, preferred dates, and service requirements.
Payment and billing data: records of payments, invoices, and transaction details where needed for accounting and administration.
Communications data: messages, enquiries, feedback, complaints, and correspondence relating to your booking or our services.
Technical and usage data: information collected through our systems, such as device information, browser details, and basic log data if you interact with our digital services.
Special category data: we do not usually seek to collect special category data. If such information is provided by you inadvertently, we will only process it where strictly necessary and lawful.

We aim to collect only the data necessary to deliver our services safely and effectively. Where possible, we will avoid requesting information that is not relevant to your move or enquiry.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quotation or make an enquiry;
book or use our services;
communicate with us by phone, email, message, or in writing;
provide instructions, feedback, or complaints;
make a payment or request an invoice.

We may also receive information from third parties where necessary, such as:

estate agents, landlords, tenants, or property managers involved in your move;
payment providers;
service partners assisting with the delivery of a move or related arrangement;
publicly available sources where relevant and lawful.

4. How We Use Your Personal Data

We use your personal information for the following purposes:

to provide quotations and manage bookings;
to plan, coordinate, and deliver moving and transport services;
to communicate with you about your service request;
to issue invoices, record payments, and manage administration;
to handle complaints, queries, and customer support;
to maintain business records and improve our services;
to comply with legal, regulatory, insurance, and tax obligations;
to protect our business, staff, customers, and property from fraud, misuse, or security risks.

We do not use your personal data for purposes that are incompatible with the reasons for which it was collected unless we have a valid lawful basis to do so.

5. Lawful Basis for Processing

We only process personal data when permitted by law. Depending on the context, our lawful bases may include:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes processing your name, contact details, address information, booking details, and related service data so we can provide the service you requested.

Legal Obligation

We may process data where needed to comply with legal requirements, such as tax, accounting, record-keeping, insurance, fraud prevention, or health and safety obligations.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing customer relationships, improving service quality, securing our operations, and maintaining internal records.

Consent

In limited cases, we may rely on your consent, for example where you have specifically agreed to receive certain communications or where consent is required for a particular processing activity. Where consent is used, you may withdraw it at any time.

6. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for the purposes described in this policy. These third parties act either as processors acting on our instructions, or as independent controllers in their own right where the law requires or permits.

Examples of processors may include:

IT and hosting providers that support our systems, storage, and communications;
payment service providers that process transactions;
accounting and bookkeeping providers that assist with financial administration;
customer management or scheduling tools used to organise bookings and communications;
professional advisers such as legal, insurance, or audit partners where required;
subcontractors or service partners assisting with the delivery of a move, provided only the minimum necessary information is shared.

We require all processors to protect personal data, use it only for agreed purposes, and implement appropriate technical and organisational security measures. We do not sell personal data.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes set out in this policy and to meet legal, accounting, insurance, and operational requirements. The length of time may vary depending on the type of information and the purpose for which it is held.

As a general approach:

quotation and enquiry records may be retained for a limited period to manage follow-up and business administration;
booking and service records may be retained for the duration of the customer relationship and a reasonable period afterwards;
financial and invoice records are typically retained for the period required by tax and accounting law;
complaints, claims, and dispute-related records may be kept longer where necessary to establish, exercise, or defend legal claims.

When personal data is no longer required, we will securely delete it or anonymise it.

8. International Transfers

If any processor or service provider stores or accesses personal data outside the UK, we will ensure appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protections required under data protection law.

9. Security of Your Data

We take reasonable and appropriate technical and organisational measures to safeguard personal data against unauthorised access, loss, alteration, misuse, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our internal data handling practices. While no method of transmission or storage is completely secure, we work to reduce risk and protect your information.

10. Your Rights

Under data protection law, you may have the following rights in relation to 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 personal data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to request transfer of certain data to you or another provider where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal or practical limitations. If you wish to exercise a right, we will respond in accordance with applicable data protection laws.

11. Children’s Data

Our services are generally intended for adults arranging removals or transport services. We do not intentionally collect personal data from children, and we do not knowingly process children’s data except where it is incidental to a household move and necessary for service delivery or legal compliance.

12. Changes to This Policy

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

13. Summary of Our Commitment

Man And A Van Marylebone respects your privacy and handles personal data responsibly, lawfully, and transparently. We collect only what we need, use it for clear and legitimate purposes, retain it only as long as necessary, and share it only with trusted processors or where legally required. If you are a customer in the Marylebone area, this policy explains how your information is managed whenever you use our services or contact us about them.

By using our services, you acknowledge that your personal data may be processed in line with this Privacy Policy and applicable law.