Privacy Policy - Man And Van Knightsbridge

Effective date: This Privacy Policy applies to all Man And Van Knightsbridge customers in the Knightsbridge area and explains how we collect, use, store, share, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We are committed to handling personal information fairly, lawfully, and transparently. This policy sets out what data we collect, why we collect it, the lawful basis we rely on, how long we keep it, who we share it with, and what rights individuals have regarding their personal data.

1. Who This Policy Applies To

This Privacy Policy applies to all customers, potential customers, and service users of Man And Van Knightsbridge in the Knightsbridge area. It also applies to individuals who communicate with us in relation to quotes, bookings, removals, deliveries, storage support, or related moving services.

By using our services, requesting a quotation, making a booking, or otherwise interacting with us, you acknowledge that your information may be processed in accordance with this Privacy Policy.

2. Data We Collect

We collect only the personal data that is necessary for providing our services, managing bookings, communicating with customers, and meeting legal and operational obligations. The types of information we may collect include:

Identity information: name, title, and any relevant identification details provided for service verification.
Contact information: address, email address, telephone number, and any alternative contact details.
Service information: booking details, moving dates, inventory lists, access requirements, delivery instructions, and service preferences.
Payment information: transaction records, billing details, and payment confirmation data. We do not store unnecessary payment card details where payment processing is handled by a secure provider.
Communication records: emails, messages, call notes, complaints, feedback, and correspondence relating to your service.
Technical information: limited data such as device or browser information if you interact with our digital systems, used only for security and operational purposes.
Special category data: we do not intentionally collect special category data unless you choose to provide it and it is necessary for service delivery or legal compliance. Where this occurs, we will process it only where permitted by law.

We ask that you do not send us unnecessary sensitive information unless it is directly relevant to the service we provide.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to arrange and deliver moving, transport, and related services;
to communicate with you about your booking or service requirements;
to manage invoices, payments, and record-keeping;
to respond to questions, complaints, and service requests;
to comply with legal, tax, accounting, and insurance obligations;
to maintain the safety, security, and efficiency of our operations;
to improve our services, processes, and customer experience;
to establish, exercise, or defend legal claims where necessary.

We will only process personal data in ways that are compatible with these purposes and appropriate for the nature of the service relationship.

4. Lawful Basis for Processing

Under UK GDPR, we must have a valid lawful basis for processing your personal data. We rely on the following lawful bases:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes handling booking details, service instructions, delivery information, and payment administration.

Legal Obligation

We process data where necessary to comply with legal requirements, including tax, accounting, insurance, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This may include managing operations, preventing fraud, improving service quality, resolving disputes, and maintaining business records. When relying on legitimate interests, we ensure the processing is proportionate and relevant.

Consent

In limited situations, we may rely on your consent, for example where it is required for optional communications or processing not covered by another lawful basis. Where consent is used, you may withdraw it at any time.

Vital Interests and Public Interest

These bases are not generally used in our ordinary customer processing, but may apply in exceptional circumstances where necessary to protect someone’s vital interests or where required by law.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our services. These third parties act as processors or independent controllers depending on the context. We only share the minimum information required and ensure appropriate safeguards are in place.

Processors may include:

Payment service providers: to process secure transactions and reduce fraud risk.
Accounting and bookkeeping providers: to manage invoices, tax records, and financial administration.
IT and cloud service providers: to support data storage, email services, scheduling systems, and secure communication tools.
Customer management and administrative support providers: to help coordinate bookings and service operations.
Insurance and legal advisers: where required for claims handling, compliance, or dispute resolution.

We may also disclose data where necessary to comply with law, court orders, or lawful requests from public authorities. If a processor handles data on our behalf, they are required to protect it, use it only for the agreed purpose, and follow data protection obligations.

We do not sell personal data. We do not share your information for unrelated marketing purposes without a lawful basis.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purpose for which it was collected, including legal, accounting, and operational requirements. Retention periods may vary depending on the type of data and the nature of the service provided.

Booking and service records: generally retained for a period needed to manage the customer relationship and handle any queries or disputes.
Financial and tax records: retained for the period required by applicable tax and accounting laws.
Communication records: retained as long as needed to resolve service issues or maintain accurate business records.
Claims and complaint files: retained for as long as necessary to address the matter and any related legal obligations.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe and lawful manner. We review retention regularly to ensure data is not kept longer than necessary.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and restricted sharing practices.

Although no system can be guaranteed to be entirely secure, we take reasonable steps to reduce risk and protect the confidentiality and integrity of the data we hold.

8. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we ensure suitable safeguards are in place, such as approved transfer mechanisms or equivalent protection measures. These safeguards are intended to preserve the same level of protection required under UK data protection law.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to conditions or limitations depending on the circumstances.

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 data.
Right to erasure: in certain cases, you may request deletion of your data.
Right to restriction: you may ask us to restrict processing in specific situations.
Right to object: you may object to processing based on legitimate interests.
Right to data portability: where applicable, you may request that your data be provided in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with legal requirements. We may need to verify your identity before acting on your request.

10. Complaints and Further Information

If you believe your data has been handled improperly, you have the right to raise a concern with the relevant data protection authority. We encourage you to contact us first so we can try to resolve the issue promptly and fairly.

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. Any revised version will apply from the date it is published.

11. Summary of Our Commitment

At Man And Van Knightsbridge, we aim to process personal information in a fair, lawful, and transparent manner. We only collect data that is necessary, use it for clear service-related purposes, keep it securely, and retain it only for as long as needed. We also respect your data protection rights and are committed to maintaining trust with all customers in the Knightsbridge area.