Privacy Policy

Man and Van Marylebone Privacy Policy

This Privacy Policy explains how Man and Van Marylebone collects, uses, stores and shares personal data when you use our services. It applies to all Man and Van Marylebone customers within our service area, including individuals, households and businesses who request quotations, make bookings, or otherwise interact with us.

We are committed to protecting your privacy and handling your personal data in a transparent, fair and lawful manner in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Data Controller

Man and Van Marylebone is the data controller for the personal data described in this Privacy Policy. This means we decide how and why your personal data is processed when you use our man and van services in and around the Marylebone area.

Personal Data We Collect

We collect and process personal data that is necessary to provide our services, manage our relationship with you and comply with our legal obligations. The categories of personal data we may collect include:

Identification and contact details, such as your name, address, service addresses for collection and delivery, and any other contact details you choose to provide.

Booking and service information, such as dates and times of your moves or collections, type and volume of items being moved, access details at collection and drop-off locations, and any instructions or notes you provide regarding the service.

Communication data, including information you give us when you contact us by phone, in person, through online forms, or by other means, such as enquiries, quotation requests, complaints and feedback.

Payment and billing information necessary to process your payments and maintain financial records, such as the amount charged, method of payment, and billing address. We do not store full card details if payments are processed through secure third-party payment processors.

Technical and usage data, where applicable, such as information about how you use our website or online quotation tools, including device information, approximate location, and browsing actions, where this is collected through standard web technologies.

How We Collect Your Data

We may collect your personal data in several ways:

When you contact us directly by phone, through online forms, or in person to request a quotation or make a booking.

When you communicate with us during the course of a job, for example to change dates or access details.

When you provide feedback or submit a complaint.

Automatically from your use of our website or online tools, where technical and usage data is generated.

From third parties, such as comparison or referral platforms, where you have submitted your details and asked to be contacted by man and van service providers like us.

Lawful Bases for Processing

We process your personal data only when we have a lawful basis to do so. Depending on the context, we rely on the following lawful bases:

Contract: We process your data when it is necessary to enter into or perform a contract with you, for example to provide quotations, confirm bookings, deliver man and van services, and handle payments.

Legal obligation: We may process your data to comply with legal or regulatory obligations, such as maintaining financial and tax records or responding to lawful requests from public authorities.

Legitimate interests: We may process your data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This can include improving our services, managing our operations, preventing fraud, and handling customer queries.

Consent: In limited cases, we may rely on your consent, for example for certain types of marketing communications where consent is required. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotations, confirm availability and respond to enquiries about our man and van services.

To set up and manage bookings, including communicating with you about dates, times, access instructions and any changes to your move or delivery.

To deliver the agreed services, including transporting your goods between locations in the Marylebone area and beyond as agreed.

To process payments, issue invoices or receipts, and maintain accurate financial records.

To manage our relationship with you, including handling feedback, resolving issues, and responding to complaints.

To improve our services, operations and customer experience, including monitoring demand, planning routes, and training staff.

To comply with legal, regulatory and tax obligations and to assist law enforcement where required by law.

To send you service-related information and, where permitted, relevant updates about our services or offers. You can opt out of non-essential communications at any time.

Data Sharing and Processors

We may share your personal data with selected third parties where necessary for the purposes described in this Privacy Policy. These third parties act either as independent controllers or as processors acting on our behalf:

Service providers and subcontractors who assist us in delivering the man and van services, for example drivers, removals partners or storage facilities, where they need access to addresses, contact details and job information.

Payment processors who handle payment transactions securely on our behalf.

Professional advisers, such as accountants or legal advisers, where required for business operations, legal claims or regulatory compliance.

IT and communication service providers who support our website, booking systems, communication tools and data storage.

Public authorities, regulators or law enforcement agencies, when we are legally required to disclose data or to protect our rights, property or safety.

Where we use data processors, we ensure appropriate contracts are in place requiring them to process your personal data only on our instructions and to maintain adequate security measures.

International Transfers

In some cases, your personal data may be transferred outside the United Kingdom, for example where our service providers host data on servers located in other countries. Where such transfers occur, we take steps to ensure your data is protected in line with applicable data protection laws, including using appropriate safeguards such as standard contractual clauses where required.

Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting or reporting requirements.

In general, we will keep core booking and invoicing information for a period consistent with legal and tax obligations. Communications and enquiry records may be kept for a period that allows us to respond to queries, manage disputes and improve our services.

When personal data is no longer required, we will securely delete it or anonymise it so that it can no longer be linked to you.

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration or disclosure. These measures may include access controls, secure storage, staff training and regular review of our security practices. While we work to protect your data, no method of transmission or storage can be guaranteed as completely secure.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions:

Right of access: You have the right to request confirmation that we process your personal data and to obtain a copy of that data, along with information about how we use it.

Right to rectification: You can ask us to correct inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction: You can ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or consider an objection you have raised.

Right to object: You have the right to object to processing that is based on our legitimate interests, including certain types of profiling, and to object to direct marketing at any time.

Right to data portability: In some cases, you can request that we provide your personal data in a structured, commonly used, machine-readable format and transfer it directly to another controller where technically feasible.

Where we rely on consent as a lawful basis, you have the right to withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

How to Exercise Your Rights

If you wish to exercise any of your data protection rights, or if you have questions about how we handle your personal data, you can contact us using the details available on our website or through the usual communication channels you have used with Man and Van Marylebone.

We will respond to your request as soon as reasonably possible and within the timeframes required by data protection law. We may need to verify your identity before acting on your request to protect your privacy and security.

You also have the right to lodge a complaint with the UK data protection authority if you are unhappy with how we handle your personal data. We would, however, appreciate the chance to address your concerns directly first.

Applicability to Man and Van Marylebone Customers

This Privacy Policy applies to all customers and service users of Man and Van Marylebone within our service area, regardless of whether you are a private individual, tenant, homeowner, landlord, business customer or other type of client. By requesting a quotation, making a booking or using our services, you acknowledge that you have read and understood this Privacy Policy.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. Any updated version will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.