Privacy Policy - Man And Van Marylebone

This Privacy Policy explains how Man And Van Marylebone collects, uses, stores, shares, and protects personal data when providing removals, delivery, packing, furniture transport, and related services. This policy applies to all Man And Van Marylebone customers in the area, including anyone who makes an enquiry, requests a quote, books a service, or otherwise interacts with us in connection with our services.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws. We aim to process personal information fairly, lawfully, and transparently, and only for clearly defined purposes.

1. Information We Collect

We may collect and process different types of personal data depending on how you use our services. The information we collect may include:

Identity information: name, title, and any relevant business or household details.
Contact information: address, email address, and telephone number.
Service information: property access details, move dates, inventory notes, parking instructions, and delivery preferences.
Payment information: billing details, payment status, and transaction records. We do not knowingly keep unnecessary card data where a secure payment processor is used.
Communications: messages, email correspondence, complaint records, and notes from phone calls or written enquiries.
Usage and technical information: limited data collected through our systems for security, service improvement, and record keeping.

We may also receive information from third parties where this is necessary to carry out a booking, complete a delivery, or manage a contract. For example, this may include information supplied by a landlord, estate agent, employer, or another authorised representative acting on your behalf.

2. How We Use Your Data

We use personal data only where there is a valid lawful basis. Typical uses include:

responding to enquiries and providing quotations;
planning, managing, and completing removals and related services;
communicating about bookings, time changes, access arrangements, or service issues;
preparing invoices and processing payments;
keeping records for administration, accounting, and legal compliance;
handling complaints, disputes, or insurance matters;
improving our services, internal processes, and customer experience;
protecting against fraud, misuse, and security incidents.

We will not use your personal information in a way that is incompatible with the purposes explained in this policy unless we have a lawful basis to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing your personal data. Depending on the circumstances, we rely on one or more of the following bases:

Contract

We process your data when it is necessary to take steps at your request before entering into a contract or to perform a contract with you. This includes arranging a move, confirming service details, and carrying out the work you have requested.

Legal obligation

We may process data to comply with legal requirements, such as tax, accounting, record-keeping, or regulatory obligations.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where your rights and interests do not override those interests. This may include managing our business, improving services, maintaining security, preventing fraud, and handling customer communications.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications. Where consent is used, you have the right to withdraw it at any time.

We do not rely on any lawful basis unless it is appropriate and necessary for the specific processing activity.

4. Retention of Personal Data

We keep personal data only for as long as it is needed for the purpose for which it was collected, or for as long as required by law. Retention periods may vary depending on the type of record and the reason for processing.

Quotation and enquiry records: retained for a reasonable period to manage follow-up, service history, and business administration.
Booking and customer records: retained for the duration of the service relationship and for a period afterwards to deal with claims, queries, or disputes.
Financial and accounting records: retained for the period required by tax and accounting laws.
Complaints and incident records: retained for as long as needed to resolve the matter and protect our legal position.

When personal data is no longer required, we will securely delete, anonymise, or otherwise dispose of it in line with our data retention practices.

5. Sharing Your Data with Processors

We may share personal data with carefully selected third-party service providers who act as data processors on our behalf. These processors only process data according to our instructions and are required to protect it appropriately.

Examples of processors may include:

IT and hosting providers that support our systems, email, and secure data storage;
Payment processors that handle payment transactions securely;
Accounting or bookkeeping providers that help with invoicing and financial records;
Administrative support services that assist with scheduling, record keeping, or communications;
Professional advisers such as lawyers, insurers, or auditors where necessary;
Delivery or subcontracted service partners where needed to complete a booking or provide a requested service.

We may also disclose data where required by law, court order, or a public authority with proper legal power. If a business transfer, restructuring, or similar event occurs, personal data may be transferred as part of that transaction, subject to appropriate safeguards.

We do not sell your personal data.

6. Data Security

We take appropriate 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 restricted data handling procedures.

Although we work hard to protect your information, no system can be guaranteed completely secure. If a personal data breach occurs that poses a risk to your rights and freedoms, we will take the steps required by law.

7. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place. This may include approved contractual protections or transfers to countries recognised as providing an adequate level of protection. Any such transfer will be handled in accordance with applicable law.

8. Your Rights

Under data protection law, you have important rights in relation to your personal data. Subject to legal conditions and exemptions, these rights may include:

Right of access: you can request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: you can ask us to correct inaccurate or incomplete information.
Right to erasure: in certain circumstances, you can ask us to delete your data.
Right to restrict processing: you can ask us to limit the way we use your data in certain situations.
Right to data portability: where applicable, you can ask for your data in a structured, commonly used format.
Right to object: you can object to processing based on legitimate interests and to direct marketing.
Right to withdraw consent: where we rely on consent, you may withdraw it at any time.

We may need to verify your identity before responding to a rights request. We will aim to respond within the legal timeframe and will explain if any exemption applies.

9. 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. You may also ask us to review and address your concern directly. We encourage customers to contact us first so we can try to resolve the issue promptly and fairly.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or operational practices. The 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 their data is handled.

11. Scope of This Policy

This Privacy Policy applies to all Man And Van Marylebone customers in the area, including individuals and businesses that enquire about, book, receive, or pay for our services. By using our services or providing us with personal data, you acknowledge that your information will be processed in accordance with this policy and applicable data protection law.

We are committed to respecting your privacy and using your data responsibly, lawfully, and fairly.