London Man and Van Privacy Policy

This Privacy Policy explains how London Man and Van collects, uses, stores, and protects personal data relating to customers and prospective customers. It applies to all London Man and Van customers and service users within our operating area. We are committed to complying with applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Data Controller

London Man and Van is the data controller responsible for the personal data processed in connection with our services. This means we decide how and why your personal data is used and are responsible for safeguarding it in accordance with data protection law.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us. The categories of data we may collect include:

Identification and contact details, such as your name, address, postcode, and any alternative contact address you provide, together with your preferred method of communication.

Service and booking information, including details of the property or premises involved in a move, collection or delivery addresses, dates and times of bookings, access requirements, parking information, and notes relating to the services you request.

Communication records, such as enquiries, complaints, feedback, and any other correspondence you have with us, including notes made by us when you contact us by any method.

Payment and transaction data, such as amounts paid, payment method, date of payment, and internal invoice or reference numbers. We do not store full payment card details; these are processed securely by our selected payment service providers.

Technical and usage data, when you visit our website or use our online booking tools. This may include information such as your device type, browser type, IP address, general location inferred from your IP address, pages visited, and the date and time of your visit.

How We Collect Your Data

We may collect personal data directly from you when you request a quote, make a booking, communicate with us, or leave feedback. We also collect data when you use our website or online forms. In certain cases, we may receive information from third parties, such as comparison or referral platforms, when you consent for your details to be passed to us to provide you with services.

Lawful Basis For Processing

We only process your personal data where we have a lawful basis under data protection law. Depending on the context, we rely on one or more of the following bases:

Contract. We process your data when it is necessary to enter into or perform a contract with you, for example to provide moving, transport, or related services you request, manage your booking, process payments, and communicate with you about your service.

Legitimate interests. We may process your data when it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. Examples include improving our services, managing business operations, preventing fraud, and handling queries and complaints.

Legal obligation. We may process your data where this is necessary to comply with legal and regulatory requirements, including record-keeping rules, tax obligations, and responding to lawful requests from authorities.

Consent. In limited cases, we may rely on your consent, for example for certain forms of direct marketing or for the use of optional cookies or similar technologies. 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 our services, including arranging and carrying out moves, collections and deliveries, scheduling staff and vehicles, and managing your bookings and account.

To respond to enquiries and communications, provide quotes, answer questions about our services, and offer customer support before, during, and after your move.

To process payments and manage invoicing, including confirming receipts, handling payment disputes, and maintaining accurate financial records.

To improve our services and operations, such as analysing service usage, monitoring website performance, and developing new offerings that better meet customer needs.

To send you service-related information, such as confirmations, reminders, updates about your booking, and important notices about changes to our terms or policies.

To maintain security and prevent misuse, including protecting our systems and vehicles, detecting potential fraud, and ensuring the safety and integrity of our operations.

Data Sharing and Processors

We may share your personal data with carefully selected third parties where necessary for the purposes described in this Privacy Policy. These third parties act as data processors or, in some cases, independent controllers.

We may share data with payment service providers that process transactions on our behalf, IT and hosting providers that support our systems, and communication service providers that enable us to send messages or notifications to you. In addition, we may share limited information with insurers, professional advisers, or regulatory bodies where required by law or in connection with legal claims.

When we use data processors, we ensure they only process your personal data in accordance with our instructions and in compliance with appropriate confidentiality and security obligations. We do not sell your personal data to third parties.

International Transfers

Where our service providers or systems involve transfers of personal data outside the United Kingdom or the European Economic Area, we take steps to ensure that appropriate safeguards are in place. These may include using countries that have been recognised as providing an adequate level of data protection, or implementing standard contractual clauses or other legally recognised transfer mechanisms.

Data Retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including to meet any legal, accounting, or reporting requirements.

In general, we retain customer and booking information for a period that allows us to manage ongoing relationships, handle potential queries or disputes, and comply with tax and record-keeping laws. After the relevant retention period has ended, we will securely delete or anonymise your data so that it can no longer be associated with you.

Data Security

We implement appropriate technical and organisational measures to protect your personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include access controls, secure storage solutions, and staff training on data protection obligations.

While we take reasonable steps to protect your information, no system is completely secure. If we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms, we will notify you and any relevant authorities in accordance with legal requirements.

Your Data Protection Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights apply to all London Man and Van customers and service users in our operating area, subject to certain conditions and legal exceptions.

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

Right to rectification. You have the right to request that any inaccurate or incomplete personal data we hold about you is corrected or completed without undue delay.

Right to erasure. In certain circumstances, you have the right to ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you have withdrawn consent and there is no other lawful basis for processing.

Right to restriction. You may request that we restrict the processing of your personal data in specific circumstances, such as when you contest its accuracy or object to its processing and we are considering your request.

Right to object. You have the right to object to processing of your personal data where we rely on legitimate interests as our lawful basis, including profiling related to those interests. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or where processing is required for legal claims.

Right to data portability. Where our processing is based on your consent or on a contract with you and is carried out by automated means, you may have the right to receive your personal data in a structured, commonly used, and machine-readable format and to transmit it to another controller.

Right to withdraw consent. Where we rely on consent to process your personal data, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of any processing carried out before it was withdrawn.

Updates To This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any changes will take effect from the date the revised policy is made available. We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle your personal data.