Privacy Policy - London Man And Van

This Privacy Policy explains how London Man And Van collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related services. It applies to all London Man And Van customers in the area, including individuals and businesses who request or receive services from us. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, London Man And Van acts as the data controller for the personal data we collect and use in connection with our services. This means we decide why and how your personal data is processed. In some cases, we may also use third-party service providers who process data on our behalf as data processors.

2. Personal Data We Collect

We collect only the information needed to arrange, manage, and deliver our services. Depending on how you interact with us, this may include:

Identity details such as your name and title.
Contact details such as phone number, email address, and service address.
Booking and service details including moving date, inventory information, collection and delivery addresses, and access notes.
Payment information such as billing details and transaction records. We do not store full card details where payment is processed securely by a payment provider.
Communication records including emails, calls, messages, and any feedback or complaints you provide.
Technical and usage data such as basic website or device information if you contact us online, where applicable.
Special instructions relevant to the safe and efficient performance of the moving service, such as access restrictions or item handling needs.

We do not intentionally collect more data than is necessary for the service. Where we receive information about third parties, for example a building manager or recipient, we expect the customer to ensure that sharing such information is appropriate and lawful.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations and manage bookings.
To plan and deliver moving, transport, and related services.
To communicate with you before, during, and after the service.
To process payments and maintain financial records.
To respond to queries, complaints, or claims.
To maintain internal records, improve our services, and support business operations.
To comply with legal, tax, accounting, and regulatory obligations.
To prevent fraud, misuse, or security incidents.

We will only use your data for the purposes described above or for other compatible purposes permitted by law.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. London Man And Van relies on the following lawful bases, depending on the activity involved:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out the move, handling billing, and communicating about the service.

Legal Obligation

We may process data to comply with legal requirements such as tax, accounting, record-keeping, insurance, or other applicable laws.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and interests do not override those interests. This may include managing customer enquiries, maintaining service quality, securing our operations, preventing fraud, and retaining business records. When we rely on legitimate interests, we consider whether the processing is necessary and whether it is proportionate.

Consent

In limited circumstances, we may rely on your consent, for example for optional marketing communications where required by law. If consent is used, you can withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties where necessary for service delivery, legal compliance, or business operations. These parties may act as processors or, in some cases, independent controllers.

Our processors may include:

Payment service providers who securely handle card or electronic payments.
Accounting and bookkeeping providers who support financial administration and compliance.
IT, cloud storage, and software providers who host or maintain our business systems.
Communication providers used to manage emails, calls, messaging, or scheduling.
Insurance or claims-related providers where necessary to assess or manage incidents.

Where processors are used, they are required to process data only on our instructions, keep it secure, and act in accordance with data protection law. We do not sell your personal data.

We may also disclose information where required by law, to enforce our terms, protect our rights, or respond to lawful requests by public authorities.

6. International Transfers

If any service provider stores or processes data outside the UK, we will take appropriate steps to ensure your information remains protected. This may include using approved safeguard mechanisms and ensuring that adequate contractual protections are in place.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, and to meet legal, accounting, or reporting obligations. Retention periods may vary depending on the type of information and the nature of the service. In general:

Booking and service records are retained for a reasonable period to manage administration, service issues, and business records.
Financial and tax records are kept for the period required by law.
Communication records may be retained for customer service, dispute handling, or audit purposes.
Technical records are retained only as long as needed for security and operational purposes.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, unlawful access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, and contractual safeguards with processors. While no system is completely secure, we work to reduce risks and protect your information as far as reasonably possible.

9. Your Rights

Under data protection law, you have important rights over your personal data. These rights may apply depending on the circumstances of the processing:

Right of access ??? you can request a copy of the personal data we hold about you.
Right to rectification ??? you can ask us to correct inaccurate or incomplete data.
Right to erasure ??? you can request deletion of your data in certain situations.
Right to restriction ??? you can ask us to limit how we use your data in certain cases.
Right to object ??? you can object to processing based on legitimate interests or direct marketing.
Right to data portability ??? you can request your data in a structured, commonly used format where applicable.
Right to withdraw consent ??? where we rely on consent, you may withdraw it at any time.

To exercise your rights, you should provide sufficient information for us to identify your records and respond appropriately. We may need to verify your identity before fulfilling a request. We will respond within the time limits required by law.

10. Automated Decision-Making

We do not make decisions about you based solely on automated processing that produce legal or similarly significant effects. If this changes in the future, we will update this policy and provide the necessary information required by law.

11. Complaints

If you are concerned about how your personal data has been handled, you have the right to raise a complaint with the relevant data protection authority. We encourage you to contact us first so we can try to resolve the issue promptly and fairly. We take privacy concerns seriously and will investigate matters in accordance with our procedures.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. Any updated version will apply from the date it is made available. We recommend reviewing this policy periodically so you remain informed about how we handle your information.

13. Summary of Our Commitment

London Man And Van respects your privacy and is committed to protecting personal data responsibly. We collect only the information needed to provide our services, use it on a valid lawful basis, keep it only as long as necessary, and share it only with trusted processors or where legally required. You have clear rights over your data, and we aim to process all information in a secure, transparent, and lawful way.