Man and Van Notting Hill Privacy Policy

This Privacy Policy explains how Man and Van Notting Hill collects, uses, stores, and protects personal data relating to customers and prospective customers in our service area. It also describes your rights under the UK General Data Protection Regulation and related data protection laws. This policy applies to all individuals who use or enquire about Man and Van Notting Hill services within the local area.

Who we are and scope of this policy

Man and Van Notting Hill provides transport, removal, and related services to customers in Notting Hill and the surrounding area. For the purposes of data protection law, Man and Van Notting Hill is the data controller for the personal data described in this policy. This means we determine how and why your personal data is processed.

This Privacy Policy applies to information we collect from you when you contact us, request a quote, make a booking, use our services, or otherwise interact with us as a customer or prospective customer in our service area.

Personal data we collect

We only collect personal data that is relevant to arranging and delivering our services, managing our business, and complying with legal obligations. The types of personal data we may collect include:

Identification and contact details: name, title, postal address, pick-up and drop-off addresses, billing address, and similar identifying information. Contact information such as email address and any telephone numbers you choose to provide.

Service and booking details: details of your requested service, such as property access information, moving dates and times, inventory details, special handling instructions, and any messages you send us relating to your booking or enquiry.

Transactional and payment information: details relating to payments for our services, such as payment status, amount, and method. We do not store full card details if payment is taken via a third-party payment processor. Where we do handle card or bank details, we do so securely and only for as long as necessary to process the payment.

Communications data: records of your communications with us, including enquiries, quotes, confirmations, feedback, and any complaints you submit. These may be stored in email systems, customer management tools, or note-taking systems used for service administration.

Technical and usage information: limited technical information may be collected when you visit our website or communicate via online tools, such as your browser type, device type, and basic usage data. This information is generally collected in an aggregated or pseudonymous form for security, analytics, and website improvement.

How we collect your data

We collect personal data directly from you when you contact us to request information or a quote, make a booking, confirm or amend your service, or provide feedback. This may be done by telephone, online forms, messaging services, or in person when our team attends your property.

We may also receive personal data about you from third parties involved in your move or service, such as letting agents, landlords, or other service providers, but only where it is necessary for us to provide our services and where they are lawfully entitled to share this information with us.

Lawful bases for processing

Man and Van Notting Hill processes personal data only where we have a lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:

Contract: we process personal data to take steps at your request before entering into a contract, such as providing quotes, and to perform the contract once you have booked our services. This includes using your data to arrange and deliver your move, communicate about your booking, and manage payments.

Legitimate interests: we may process personal data where it is necessary for our legitimate business interests and where these are not overridden by your rights and interests. These interests include planning and managing our operations, improving our services, maintaining records, responding to enquiries or complaints, and ensuring the security of our staff and customers.

Legal obligations: we process personal data where it is necessary to comply with legal or regulatory obligations, such as accounting, tax, insurance, and record-keeping requirements, as well as responding to lawful requests from authorities.

Consent: in limited cases, we may rely on your consent, for example for certain types of direct marketing communications. Where we rely on consent, you can withdraw it at any time by contacting us using the details provided in this policy or by using any opt-out options provided in the communication.

How we use your personal data

We use your personal data for the following purposes:

To provide and manage our services, including processing enquiries and quotes, confirming bookings, planning routes, managing staff assignments, and delivering your move or transport services.

To communicate with you about your booking, including confirmations, changes, service updates, and after-service follow-up where appropriate.

To process payments, issue invoices or receipts, and maintain financial records for accounting and tax purposes.

To handle queries, feedback, and complaints, and to resolve disputes fairly and efficiently.

To maintain safety and security for our staff and customers, including verifying addresses and access instructions.

To improve our services, operations, and customer experience based on anonymised or aggregated information and feedback.

To comply with legal obligations and to establish, exercise, or defend legal claims where necessary.

Data sharing and processors

We do not sell your personal data. We may share your personal data with trusted third parties who act as data processors on our behalf. These include:

IT and system providers who host our website, email, or customer management tools and who may store or process data solely for the purpose of providing these services to us.

Payment service providers who process payments for our services and may store limited transactional data as required for security, fraud prevention, and financial compliance.

Professional advisers such as accountants, legal advisers, or insurers who may need access to certain data to provide their services, always subject to confidentiality obligations.

Where we use processors, we ensure that appropriate contractual and technical safeguards are in place so that your personal data is protected and processed only according to our instructions and the requirements of data protection law.

We may also share information where required by law, in connection with legal proceedings, or with law enforcement or regulatory authorities where we are legally obliged to do so.

Data retention

We keep personal data only for as long as is necessary for the purposes described in this policy, including meeting any legal, accounting, or reporting requirements. The specific retention period depends on the nature of the data and the context in which it was provided.

Customer and booking records are generally kept for a period that allows us to handle any follow-up queries, complaints, or legal claims, and to meet tax and accounting obligations. After these periods expire, data is securely deleted or anonymised so that it can no longer be linked to you.

Where we rely on consent for processing, we will retain the relevant data until you withdraw consent or until it is no longer needed for the purpose for which it was collected, whichever is earlier.

International transfers

Where possible, we store and process your personal data within the United Kingdom or the European Economic Area. If we use any service providers that transfer data outside these regions, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent measures, to protect your information in line with data protection law.

Security of your personal data

We take appropriate technical and organisational measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access. These measures include limiting access to personal data to staff and processors who need it for legitimate business purposes, using password protection and access controls, and keeping systems and records under review.

While we strive to protect your personal data, no transmission of information over the internet or any storage system can be guaranteed as completely secure. You are encouraged to take reasonable steps to protect your own information when communicating with us.

Your data protection rights

Under data protection law, you have several rights in relation to your personal data. Subject to certain conditions and exceptions, you may:

Request access to your personal data and obtain a copy of the information we hold about you.

Request correction of any inaccurate or incomplete personal data we hold about you.

Request erasure of your personal data where there is no longer a valid reason for us to keep it, or where you have successfully objected to our processing.

Object to the processing of your personal data where we are relying on legitimate interests and your particular situation gives you grounds to object.

Request restriction of processing of your personal data in certain circumstances, for example while we verify the accuracy of the data or consider an objection.

Request the transfer of your personal data to you or to another organisation in a structured, commonly used, and machine-readable format, where the processing is based on consent or contract and carried out by automated means.

Where we rely on consent, withdraw that consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

You also have the right to lodge a complaint with the Information Commissioner's Office or another relevant supervisory authority if you believe your data protection rights have been infringed. We encourage you to contact Man and Van Notting Hill first so we can try to resolve any concerns.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or privacy practices. Any updated version will apply from the date it is made available. We recommend that you review this policy periodically to stay informed about how we handle personal data.