Privacy Policy - Man And Van Hackney

This Privacy Policy explains how Man And Van Hackney collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man And Van Hackney customers in the area, including individuals, households, landlords, tenants, and business clients who use our moving, removal, delivery, packing, storage support, and related transport services.

We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your information.

1. Personal Data We Collect

We collect only the information necessary to provide our services, manage bookings, communicate with customers, and meet legal obligations. Depending on your interaction with us, we may collect the following categories of data:

Identity data: name, title, and other identification details you choose to provide.
Contact data: address, email address, telephone number, and delivery or collection location details.
Booking and service data: move date, service type, property access notes, inventory details, and instructions related to the job.
Payment data: payment status, transaction references, billing details, and limited financial information needed to process or confirm payment.
Communication data: emails, text messages, call notes, and messages relating to quotes, service updates, complaints, or customer support.
Technical data: basic device, browser, and usage information if you interact with our digital systems or booking forms.
Special category data: in general, we do not intentionally collect special category data. If such information is incidentally shared by you, we will only process it where necessary and lawful.

We do not seek to collect more data than is required for the specific purpose. Please avoid sharing unnecessary personal details unless they are relevant to your move or service request.

2. How We Use Your Data

We use personal data for legitimate business purposes connected with providing a reliable removals and transport service. Typical uses include:

providing quotations and confirming bookings;
planning and carrying out removal, delivery, or transport services;
communicating about access, timing, delays, or service changes;
processing payments and managing invoicing;
responding to enquiries, complaints, or claims;
maintaining records for operational, tax, and accounting purposes;
improving service quality, training staff, and preventing fraud;
meeting legal, regulatory, and insurance requirements.

We only use your personal data for the purposes for which it was collected, unless we reasonably believe another compatible purpose applies or we are required by law to do otherwise.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for processing personal data. Depending on the context, Man And Van Hackney relies on one or more of the following lawful bases:

Contract

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

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This can include service improvement, operational planning, customer support, record keeping, and fraud prevention. We always assess whether the processing is proportionate and respectful of your privacy.

Legal Obligation

We may process and retain data where required to comply with legal obligations, such as accounting, taxation, insurance, or responding to lawful requests from authorities.

Consent

Where we rely on your consent, we will make this clear at the time we request it. You can withdraw consent at any time, although this will not affect any processing already carried out lawfully before withdrawal.

4. Data Sharing and Processors

We do not sell your personal data. However, we may share it with trusted third parties where necessary to operate our business and deliver services. These parties act either as independent controllers or as processors acting on our instructions.

Examples of processors and service providers may include:

Payment processors: to handle card or bank-related transactions;
IT and hosting providers: to store and secure records, emails, and business systems;
Communication providers: to send service messages or booking confirmations;
Accounting and bookkeeping providers: to manage invoices and financial records;
Insurance, legal, or claims support providers: where needed to manage liabilities or disputes;
Subcontracted drivers or moving teams: where required to complete a booking.

All processors are required to protect your data, use it only for agreed purposes, and maintain appropriate technical and organisational security measures. If data is transferred outside the UK, we will ensure suitable safeguards are in place in line with applicable law.

5. 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, or reporting requirements. Retention periods may vary depending on the type of data and the reason it is held.

As a general approach:

booking and service records are retained for a period needed for operational reference and dispute resolution;
financial and tax-related records are retained for the period required by law;
communications and support records are retained for a reasonable time to manage follow-up, complaints, or claims;
unused or outdated information is securely deleted or anonymised when no longer needed.

Where retention is based on legitimate operational needs, we review the information periodically to ensure it remains necessary. Once data is no longer required, it is disposed of securely.

6. Data Security

We take the security of your personal data seriously. We use appropriate measures to help prevent unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access restrictions, password protection, secure storage, staff confidentiality obligations, and other reasonable safeguards.

While no system can be guaranteed to be completely secure, we work to maintain a level of protection that is appropriate to the nature of the data we process and the risks involved.

7. Your Rights

As a data subject, you have a number of rights under data protection law. Subject to certain conditions and exemptions, these include the right to:

access the personal data we hold about you;
rectify inaccurate or incomplete information;
erase your data in certain circumstances;
restrict how we process your information in some situations;
object to processing based on legitimate interests or direct marketing;
data portability, where applicable;
withdraw consent where processing is based on consent;
lodge a complaint with the relevant data protection authority if you believe your rights have been infringed.

If you make a request, we may need to verify your identity before responding. We aim to handle requests within the time limits required by law.

8. Children’s Data

Our services are generally intended for adults arranging removals or transport services. We do not knowingly collect personal data from children for marketing or unrelated purposes. If any information relating to a child is provided in connection with a household move, it will be processed only to the extent necessary to deliver the service and protect their welfare and privacy.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is published or communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

10. Summary of Our Approach

In simple terms, Man And Van Hackney only collects the data needed to provide moving and transport services, uses it for clear and lawful reasons, keeps it for no longer than necessary, and shares it only with trusted processors or where required by law. We respect your rights and aim to handle all customer data with care, transparency, and accountability.

By using our services, you acknowledge that this Privacy Policy applies to all Man And Van Hackney customers in the area.