Privacy Policy

Man and Van Shepherd's Bush Privacy Policy

This Privacy Policy explains how Man and Van Shepherd's Bush collects, uses, stores and protects personal data relating to customers and prospective customers in the Shepherd's Bush area. It also describes your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

This Privacy Policy applies to all Man and Van Shepherd's Bush customers and potential customers located in the Shepherd's Bush area who contact us, request a quote, make a booking, or otherwise interact with our services.

Data Controller

Man and Van Shepherd's Bush is the data controller for the personal data described in this Privacy Policy. As data controller, Man and Van Shepherd's Bush determines the purposes and means of processing your personal data and is responsible for ensuring that such processing complies with applicable data protection laws.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us and which services you use. This may include:

Identification and contact details: name, address, service address, billing address, and other contact details such as your preferred method of contact.

Service and booking information: details about your move or transport request, property access information relevant to the service, item descriptions provided for quotation, dates and times of your bookings, and any special instructions you choose to share.

Communication records: information contained in your communications with us, such as enquiries, quotes, confirmations, complaints or feedback, whether provided by phone or through other communication channels.

Payment information: basic payment-related information necessary to process your payments, such as payment status and transaction details. We do not store full card details when payments are processed through secure third-party payment processors.

Technical and usage data: limited technical data generated when you visit our website or use our online forms, such as IP address and basic device information, to the extent necessary for security, service provision and analytics.

How We Collect Your Data

We primarily collect personal data directly from you when you:

Contact us to request information or a quote.

Provide details to arrange a booking for our man and van services.

Communicate with us before, during or after the service is provided.

Provide feedback or make a complaint about our services.

In some cases, we may receive limited personal data about you from third parties, for example if a third party books our services on your behalf or provides your contact details for service coordination.

Purposes and Lawful Bases for Processing

We process your personal data only when we have a lawful basis to do so under data protection law. The main purposes and corresponding lawful bases are:

To provide quotations and respond to enquiries: We use your contact details and service information to respond to your requests for information or quotes. The lawful basis is our legitimate interests in promoting and delivering our services and, where you request a quote with a view to entering into a contract, taking steps at your request before entering into a contract.

To perform and manage our services: We process your personal data to confirm bookings, plan routes, carry out moves and transport services, handle access to properties, and provide customer support. The lawful basis is the performance of a contract with you and our legitimate interests in effectively delivering our services.

To process payments and manage invoices: We process limited personal and payment information to manage payments, invoices, refunds and transaction records. The lawful basis is the performance of a contract and compliance with our legal and financial obligations.

To manage our business operations: We use personal data for administrative tasks, record-keeping, service improvements, staff training and to maintain the security of our systems and premises. The lawful basis is our legitimate interests in running and improving our business and maintaining security.

To comply with legal obligations: We may process and retain certain data to comply with legal, tax, accounting or regulatory obligations. The lawful basis is compliance with our legal obligations.

To handle disputes, complaints and legal claims: We may use your data to respond to complaints, resolve disputes, or establish, exercise or defend legal claims. The lawful basis is our legitimate interests in protecting our rights and resolving issues, and in some cases compliance with legal obligations.

Data Sharing and Processors

We do not sell your personal data. We may share your data with trusted third parties where necessary for the purposes described in this Privacy Policy, including:

Service providers and processors: Third-party companies that support our operations, such as payment processing providers, IT and hosting providers, communication and customer management tools, and other service contractors. These providers act as data processors and only process your data on our instructions, subject to appropriate contractual and security safeguards.

Professional advisers: Accountants, legal advisers and other professionals who require access to limited personal data to provide their services to us, subject to confidentiality obligations.

Authorities and regulators: Where required by law or necessary to protect our rights, we may share personal data with law enforcement agencies, courts, regulators or other public authorities.

Where we use processors, we ensure that appropriate data processing agreements are in place and that processors are obliged to protect your personal data and use it only for the agreed purposes.

International Transfers

If any of our service providers or systems involve the transfer of personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as an adequacy decision or standard contractual clauses, to protect your data to a level essentially equivalent to UK and EU data protection standards.

Data Retention

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

In practice, this generally means:

Enquiry and quote data: Retained for a limited period after the last interaction if you do not proceed with a booking, in order to respond to follow-up enquiries and manage our business records.

Customer and booking records: Retained for a longer period following completion of the service to manage any follow-up issues, complaints or legal claims, and to meet tax and accounting obligations.

Payment and invoice records: Retained in accordance with applicable financial record-keeping requirements.

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

Data Security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction or damage. These measures include access controls, secure storage, staff awareness and training, and regular reviews of our security procedures. While no system is completely secure, we work to ensure that the level of security is appropriate to the risks associated with the types of personal data we process.

Your Data Protection Rights

Under data protection law, you have a number of rights regarding your personal data, subject to certain conditions and exceptions. These rights include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, together with information about how it is used.

Right to rectification: You can ask us to correct or complete any 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 or where you withdraw consent and no other lawful basis applies.

Right to restriction of processing: You can request that we restrict the processing of your data in certain situations, such as while we are considering a request to rectify or erase your data.

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

Right to object: You can object to our processing of your personal data where we rely on legitimate interests as the lawful basis, including for certain types of profiling or direct marketing, and we will stop processing unless we have compelling legitimate grounds or need the data in connection with legal claims.

Rights in relation to automated decision-making: You have rights in relation to automated decision-making and profiling where such processing has legal or similarly significant effects on you. Man and Van Shepherd's Bush does not use automated decision-making that produces such effects in relation to its customers.

Exercising Your Rights and Contact

If you wish to exercise any of your rights or have questions about how we handle your personal data, you can contact us using the contact details made available on our customer communication channels. We may need to verify your identity before responding to your request. We aim to respond to all valid requests within the time limits set by data protection law.

Complaints

If you are unhappy with how we use your personal data, we encourage you to contact us first so that we can try to resolve your concerns. You also have the right to lodge a complaint with the data protection supervisory authority in the United Kingdom. Details of how to do this are available from the relevant authority.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we process personal data, or legal and regulatory developments. Any updates will be made available through our usual customer communication channels, and the revised version will apply from the date of publication.

By continuing to use our services after any changes to this Privacy Policy, you acknowledge that you have read and understood the updated terms relating to the processing of your personal data by Man and Van Shepherd's Bush in the Shepherd's Bush area.