Privacy Policy - Man And Van Shepherds Bush

This Privacy Policy explains how Man And Van Shepherds Bush collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Shepherds Bush customers in the area, including prospective customers, existing customers, and anyone who uses our moving, delivery, or related services. We are committed to handling personal data in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, requesting a quote, or communicating with us, you acknowledge that your personal data will be processed as described in this Privacy Policy.

1. Who we are

Man And Van Shepherds Bush provides transport, moving, lifting, loading, unloading, and related services for customers in Shepherds Bush and surrounding areas. For the purposes of data protection law, we act as the data controller for the personal data we collect and use in connection with our services.

2. Information we collect

We collect only the personal data that is necessary to operate our services, meet legal obligations, and improve customer experience. The information we may collect includes:

Identity details such as your name and, where relevant, business name.
Contact details such as telephone number and email address.
Service details such as collection and delivery addresses, moving dates, property access information, item lists, and service preferences.
Billing and payment information such as invoicing details and payment confirmation. We do not store full card details unless strictly necessary and lawful.
Communication records such as emails, messages, call notes, and complaints.
Transaction history such as quotes, bookings, service outcomes, and payment status.
Technical data such as limited device or usage information if collected through digital systems used to manage enquiries or bookings.

We do not intentionally collect special category personal data unless you choose to provide it and we have a lawful reason to process it. If you share any sensitive information, we will only use it where permitted by law and where necessary to provide the service safely and effectively.

3. How we use your personal data

We use personal data for the following purposes:

to provide quotes and manage bookings;
to plan and carry out removals, deliveries, and related services;
to communicate with you before, during, and after a service;
to process payments and issue invoices;
to handle complaints, claims, and customer support requests;
to maintain internal records and service quality;
to comply with legal, tax, insurance, and regulatory obligations;
to protect our business, staff, and customers from fraud, misuse, or unlawful activity;
to improve our operations and customer service.

We will only use your personal data for the purposes for which it was collected, unless we reasonably need to use it for a compatible purpose or are otherwise permitted by law.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis to process personal data. Depending on the situation, we rely on one or more of the following bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes handling enquiries, providing quotes, managing bookings, performing the moving service, and processing payment.

Legal obligation

We process personal data where necessary to comply with legal requirements, such as accounting, tax, insurance, record-keeping, and responding to lawful requests from authorities.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This can include business administration, service improvement, security, fraud prevention, and record management. We carefully consider any impact on individuals before relying on this basis.

Consent

In limited cases, we may rely on your consent, for example where the law requires consent for certain communications or optional data use. Where consent is used, you may withdraw it at any time.

5. Sharing your personal data and processors

We may share personal data with trusted third parties where necessary and lawful. These parties act either as processors or, in some cases, as independent controllers. We only share the minimum information required for the relevant purpose.

Examples of processors or service providers may include:

IT and hosting providers that support our email, storage, booking, or administration systems;
Accounting and invoicing providers that help us manage finance records;
Payment service providers that process transactions securely;
Customer management or communication tools used to store enquiry and booking information;
Insurance, legal, or claims-handling providers where needed to manage incidents or disputes;
Professional advisers such as accountants or lawyers;
Public authorities where we are legally required to disclose information.

Where we use processors, we ensure they process personal data only on our instructions, keep it secure, and comply with applicable data protection law. We do not sell your personal data.

6. International transfers

If any service provider stores or accesses personal data outside the United Kingdom, we will take appropriate steps to protect that data. This may include using approved contractual safeguards and ensuring adequate levels of protection are in place before any transfer occurs.

7. Data retention

We keep personal data only for as long as necessary for the purposes described in this policy, including for legal, accounting, insurance, and operational requirements. Retention periods depend on the type of information and why it was collected.

Enquiry and quotation data may be kept for a reasonable period to manage follow-up, service records, and business administration.
Booking and transaction records are usually retained for the period required for contract management, accounting, and tax obligations.
Complaint, claim, or dispute records may be retained for longer where necessary to resolve matters and defend legal claims.
Technical and security logs are retained only as needed for system integrity and protection.

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

8. Your rights

Under UK GDPR, you have important rights over your personal data. These rights may be subject to legal exceptions and limitations, but we will always consider your request carefully.

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 information.
Right to erasure - you can ask us to delete your data in certain circumstances.
Right to restriction - you can ask us to limit how we use your data in certain situations.
Right to data portability - you can request your data in a structured, commonly used format where applicable.
Right to object - you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.
Right to complain - you may raise a concern with the relevant data protection authority if you believe your rights have been violated.

To exercise any of these rights, you should contact us using the usual service channels. We may need to verify your identity before responding.

9. Security of your information

We take appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and limited data sharing. While no system can be guaranteed completely secure, we work to maintain a high standard of protection.

10. Marketing and communications

We may send service-related messages that are necessary to manage your booking or provide updates. We will only send marketing communications where allowed by law and, where required, with your consent. You may object to marketing at any time.

11. Children’s data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to providing a service requested by an adult customer and only where lawful and necessary.

12. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically.

13. Summary of your privacy commitment

In summary, Man And Van Shepherds Bush collects only the information needed to deliver its services, uses it for clear and lawful purposes, keeps it only as long as necessary, and shares it only with trusted processors or where required by law. We respect your rights and are committed to protecting your personal data at every stage of our relationship with you.

Effective for all Man And Van Shepherds Bush customers in the area.