Privacy Policy - Man And Van Hendon

This Privacy Policy explains how Man And Van Hendon collects, uses, stores, shares, and protects personal data when providing removal, delivery, and related moving services. It applies to all Man And Van Hendon customers in the area, including individuals and businesses who request quotes, book services, communicate with us, or otherwise interact with our team. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Hendon is the data controller for the personal information processed in connection with our services. This means we determine why and how your personal data is used. We only process personal data that is necessary for the delivery of our services, the management of bookings, compliance with legal obligations, and the improvement of our operations. We aim to treat all personal data with care and respect, and we expect the same from any third parties we use to support our business.

2. Personal Data We Collect

We may collect and process the following types of personal data:

Identity data such as your name, title, and the name of your business if applicable.
Contact data such as your telephone number, email address, billing details, and service address.
Booking and service data such as service type, moving dates, inventory details, access instructions, special handling requirements, and notes about items to be moved.
Payment data such as payment confirmations, transaction references, and billing records. We do not store full card details where payment services are handled by secure payment processors.
Communication data including messages, enquiries, complaint details, and correspondence relating to quotes or bookings.
Technical data that may be collected when you use our digital channels, such as IP address, device information, and browser type, where relevant to security and service improvement.
Usage data relating to service performance, customer satisfaction, and operational records.

We may also receive data from third parties, such as referral partners, property managers, or payment providers, where needed to arrange or complete a service. Where you provide information about another person, you must ensure you have the authority to share it with us.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to manage bookings, collections, deliveries, and removals;
to plan routes, estimate labour needs, and allocate vehicles or staff;
to communicate with you about your service, timing, access, and any changes;
to process payments, invoices, refunds, and account records;
to handle complaints, claims, and customer support requests;
to maintain business records and satisfy legal and tax obligations;
to improve our services, operations, training, and customer experience;
to protect our business, employees, and customers from fraud, misuse, or unlawful activity.

We only use personal data for the purposes stated here or for closely related compatible purposes. We do not sell your personal data.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Depending on the circumstances, we rely on the following legal grounds:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing a quote at your request, confirming a booking, completing a removal, and handling payment arrangements.

Legal Obligation

We process certain information to comply with legal obligations, including tax, accounting, record-keeping, insurance, and regulatory requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This may include managing our business efficiently, preventing fraud, improving our services, and maintaining security.

Consent

In limited situations, we may rely on your consent, for example where it is required for optional marketing communications or certain non-essential processing. Where we rely on consent, you may withdraw it at any time.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties that assist us in operating our business. These parties act as processors or independent controllers depending on the nature of the service they provide.

Payment processors that handle secure payment transactions.
IT and cloud service providers that store data, support email systems, scheduling tools, or customer records.
Accounting and bookkeeping providers that help with financial administration, invoicing, and tax compliance.
Insurance providers where a claim, incident, or dispute needs to be managed.
Professional advisers such as auditors, legal advisers, or consultants where necessary for legitimate business purposes.
Operational partners involved in fulfilling a booking, such as subcontracted drivers or support staff, where needed to complete the service.

We require processors to handle data only on our instructions, to keep it secure, and to process it in accordance with data protection law. We do not allow processors to use your data for their own purposes unless they are acting as separate controllers and have their own lawful basis. We may also disclose data where required by law, court order, or a competent public authority.

6. International Transfers

If any of our service providers store or access data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or equivalent protection measures required by law. We take steps to ensure your personal data remains protected wherever it is processed.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet our legal, accounting, or reporting obligations. Retention periods vary depending on the type of record and the reason it is held.

Quotation and enquiry records may be retained for a limited period to manage follow-up questions, service history, and business administration.
Booking and service records are kept for the duration of the service relationship and for a reasonable time afterwards.
Financial and tax records are retained for the period required by law.
Complaints, claims, and dispute records may be kept longer where needed to resolve the matter or defend legal claims.

When data is no longer required, we will securely delete, anonymise, or destroy it. Where feasible, we will reduce data to the minimum necessary for archive or statistical purposes.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, password protection, staff confidentiality duties, and limited access to personal data on a need-to-know basis. Although no system is completely risk-free, we work to maintain a high standard of security and to respond promptly to any suspected data incident.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and any legal exemptions.

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 request deletion of your data in certain situations.
Right to restriction - you can ask us to limit how we use your data in certain cases.
Right to data portability - you can request a copy of certain data in a structured, commonly used format where applicable.
Right to object - you can object to processing based on legitimate interests, including direct marketing.
Right to withdraw consent - where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits set out by law and will explain any refusal or limitation where applicable.

10. Cookies and Similar Technologies

If we use cookies or similar technologies on any digital service, they may be used for security, functionality, analytics, or performance purposes. Any non-essential cookies will only be used where permitted and, where required, with your consent. You can manage cookies through your browser settings or through any relevant cookie controls provided.

11. Marketing Communications

We may send service-related communications where necessary to deliver your booking or manage your enquiry. We will only send marketing communications where allowed by law, and where consent is needed, we will ask for it first. You may opt out of marketing at any time, and we will respect your preferences.

12. Children

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a booking made by an adult customer and only to the extent required to deliver the service safely and appropriately.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our operations, legal obligations, or data protection practices. Any updates will take effect when published. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

14. Summary of Our Commitment

Man And Van Hendon is committed to processing personal data fairly, securely, and transparently. We collect only the data needed to provide efficient moving services, we rely on appropriate lawful bases, we retain information only as long as necessary, and we work with processors under strict data protection standards. We also respect your rights and aim to make it easy for customers in the area to understand how their information is used.