Privacy Policy - Man And Van Brentford

This Privacy Policy explains how Man And Van Brentford collects, uses, stores, shares, and protects personal data when providing moving, removal, delivery, and related services. It applies to all Man And Van Brentford customers in the area, including individuals, households, landlords, tenants, business clients, and anyone who enquires about or uses our services. We are committed to handling personal information in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Brentford acts as the data controller for the personal data described in this policy. This means we decide how and why your personal information is used in order to deliver our services, manage enquiries, arrange bookings, complete removals, and meet legal or operational obligations.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for the services we provide. Depending on your interaction with us, we may collect the following categories of information:

Identity data: your name, title, and any business or organisation name.
Contact data: address, email address, telephone number, and other communication details.
Service details: moving dates, collection and delivery addresses, item lists, property access information, and instructions relating to the move.
Payment data: payment confirmation details and billing records. We do not intentionally store full card details unless required by secure payment systems.
Communication data: records of enquiries, messages, complaints, feedback, and service-related correspondence.
Technical and usage data: basic information collected through digital systems such as device identifiers, log data, and browser-related information where relevant to service delivery and security.
Special category data: we do not usually collect special category data. If such data is provided to us incidentally, for example within delivery notes or access requirements, we will handle it with extra care and only where necessary.

We do not collect more information than is required for legitimate business and service purposes. Where possible, we encourage customers to avoid including unnecessary personal or sensitive information in forms, messages, or booking notes.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or submit an enquiry;
make a booking for removal or van services;
communicate with us by phone, email, or online forms;
provide instructions, access details, or service preferences;
make a payment or request an invoice;
leave feedback, make a complaint, or ask for support.

We may also receive data from third parties where necessary to carry out a service, for example from property managers, estate agents, landlords, business clients, or subcontracted providers involved in the job. In such cases, we ensure that data is used only for the agreed purpose.

4. Lawful Basis for Processing

Under the GDPR, we must have a lawful basis to process your personal data. We rely on the following legal grounds:

Contract: processing is necessary to provide a quote, arrange a booking, complete a move, issue invoices, or otherwise perform a service requested by you.
Legitimate interests: we may process data to manage our business, improve customer service, prevent fraud, maintain records, and ensure the security and efficiency of our operations, provided your rights do not override these interests.
Legal obligation: we may process and retain certain data to comply with tax, accounting, insurance, and other legal requirements.
Consent: where required by law, we will ask for your consent, for example for certain marketing communications. You can withdraw consent at any time.

We always aim to use the most appropriate and least intrusive lawful basis for each processing activity.

5. How We Use Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotes;
to schedule and complete moving or van services;
to communicate updates about a booking or service;
to take payment, create invoices, and manage accounts;
to maintain service records and business administration;
to handle complaints, claims, and after-service support;
to comply with law, regulation, or lawful requests;
to improve our services, processes, and customer experience;
to protect against misuse, fraud, or unlawful activity.

We do not use your personal data for unrelated purposes without a valid legal basis and, where needed, your permission.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, insurance, or reporting requirements. Retention periods depend on the type of data and the purpose for which it is held.

Booking and service records: retained for a reasonable period after the service to support administration, dispute resolution, and customer care.
Financial and tax records: retained for the period required by law.
Communications and complaints: retained for as long as needed to resolve the matter and maintain appropriate records.
Marketing data: retained until you withdraw consent or object, where applicable.

When personal data is no longer required, we securely delete, anonymise, or archive it in a controlled manner.

7. Processors and Sharing of Data

We may share personal data with trusted processors and third parties who support our business operations. These parties only process data on our instructions and are required to protect it appropriately. Examples may include:

payment service providers;
accountants and bookkeeping services;
IT, hosting, and data storage providers;
communication and customer management platforms;
insurance providers and claims handlers;
subcontractors or helpers involved in delivering a booked service;
professional advisers and regulatory or legal bodies where necessary.

We only share the minimum amount of data needed for each purpose. We do not sell personal data.

Where data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as an adequacy decision or standard contractual protections, in line with applicable law.

8. Data Security

We use reasonable technical and organisational measures to keep personal data secure and to reduce the risk of unauthorised access, loss, misuse, or disclosure. These measures may include restricted access, secure storage, password protection, and operational controls.

However, no method of transmission or storage is completely secure. While we work to protect your data, we cannot guarantee absolute security. If a data breach occurs and there is a risk to your rights and freedoms, we will handle it in accordance with legal requirements.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal exceptions, these include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete data;
erase your data in certain circumstances;
restrict how we process your data in certain situations;
object to processing based on legitimate interests or direct marketing;
data portability where processing is based on consent or contract and carried out by automated means;
withdraw consent at any time where consent is the lawful basis;
not be subject to decisions based solely on automated processing where this produces legal or similarly significant effects.

We will respond to valid rights requests within the time limits required by law. To protect privacy, we may need to verify your identity before acting on a request.

10. Marketing and Communications

If we send marketing communications, we will do so only where permitted by law. You can opt out of marketing at any time by following the instructions provided in the communication or by contacting us through the appropriate channel. Operational messages relating to bookings, invoices, or service updates are not marketing and may still be sent where necessary.

11. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children for marketing or service administration unless it is necessary in a domestic removal context and provided by an adult customer. Where children’s data is incidentally included, we handle it carefully and only for the limited purpose required to complete the service.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed.

13. Summary of Our Commitment

Our approach to privacy

Man And Van Brentford is committed to handling personal data lawfully, fairly, and transparently. We collect only the data needed to deliver our services, use it for clear and legitimate purposes, keep it only for as long as necessary, and share it only with trusted processors or when required by law.

We respect your privacy and your rights, and we aim to ensure that every customer in the Brentford area receives a service that is both professional and compliant with data protection standards.