Privacy Policy - Man And Van Waterloo

This Privacy Policy explains how Man And Van Waterloo collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, and related services. It applies to all Man And Van Waterloo customers in the area, including individuals and businesses who enquire about, book, or receive services from us. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Waterloo acts as the data controller for the personal information we collect and process for our own business purposes. This means we decide why and how your personal data is used in connection with quotes, bookings, customer service, service delivery, and legal compliance.

Privacy and data protection are important to us, and we take appropriate steps to ensure that personal information is only used for legitimate business purposes and retained for no longer than necessary.

2. Personal Data We Collect

We may collect and process a range of personal data depending on your interaction with us. This may include information you provide directly, information created during our service relationship, and limited technical information where applicable.

Information you provide

Identity details such as your name and, where relevant, business name.
Contact details such as address, phone number, and email address.
Service details including collection and delivery addresses, moving dates, property access notes, item lists, and parking or access requirements.
Payment information such as transaction records and billing details.
Communications including enquiries, complaints, feedback, and service instructions.

Information we may generate

Booking records and job notes.
Invoices, receipts, and payment confirmations.
Records of customer preferences or special instructions.
Internal service logs and correspondence relating to service performance.

Information from third parties

In some cases, we may receive personal data from third parties such as business clients, insurers, landlords, or property managers when they arrange services on your behalf or where this is necessary for service completion.

3. How We Use Personal Data

We process personal data only where we have a lawful reason to do so. We use your data for the following purposes:

To provide quotes and respond to enquiries.
To arrange and deliver moving, transport, and related services.
To manage bookings, scheduling, and operational logistics.
To issue invoices, process payments, and maintain financial records.
To communicate with you about your service or account.
To handle complaints, disputes, and service issues.
To comply with legal, accounting, and tax obligations.
To improve our services, planning, and customer experience.

We do not use personal data for purposes that are incompatible with the original reason it was collected unless we have a valid lawful basis and provide notice where required.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Man And Van Waterloo relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, carrying out removals, and managing service-related communication.

Legal obligation

We may process and retain certain records where required by law, including accounting, tax, and regulatory obligations.

Legitimate interests

We may process personal data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. This may include service administration, fraud prevention, record keeping, customer support, and business improvement.

Consent

Where required, we may rely on your consent. If we do so, you may withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Sharing Your Personal Data

We may share personal data with trusted third parties who help us run our business and deliver our services. These parties act as processors or, in some circumstances, independent controllers.

Types of processors

Payment service providers for taking and reconciling payments.
Accounting and bookkeeping providers for financial administration and tax compliance.
IT and hosting providers for secure storage, email, and systems support.
Customer management or booking software providers used to organise and record bookings.
Professional advisers such as accountants, insurers, or legal advisers where necessary.

We require processors to handle personal data securely and only in accordance with our instructions, using appropriate contractual safeguards where needed.

We may also disclose personal data where required by law, to defend our legal rights, or to prevent fraud or misuse of our services.

6. International Transfers

If any service provider stores or processes personal data outside the UK, we will ensure that suitable safeguards are in place to protect your data in line with applicable law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent measures.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to satisfy legal, accounting, insurance, and reporting requirements.

Retention periods will vary depending on the type of data and the context in which it was collected. For example:

Enquiry records may be kept for a limited period if no booking follows.
Booking, invoice, and payment records may be retained for the period required by tax and accounting law.
Complaint and dispute records may be held for as long as needed to resolve the matter and manage legal risk.

When data is no longer required, we will securely delete, anonymise, or archive it as appropriate.

8. Data Security

We use reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, and staff awareness procedures.

Although no system can be guaranteed to be completely secure, we take data protection seriously and work to reduce the risk of incidents involving personal information.

9. Your Rights

As a data subject, you have rights over your personal data. Depending on the circumstances, you may have the right to:

Access the personal data we hold about you.
Rectify inaccurate or incomplete information.
Erase your personal data in certain situations.
Restrict the processing of your data in certain circumstances.
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 where consent is the lawful basis for processing.

You also have the right to raise concerns with the UK Information Commissioner’s Office if you believe your rights have not been respected. We encourage you to contact us first so we can review and address your concern promptly.

10. Automated Decision-Making

We do not use personal data for fully automated decision-making that produces legal or similarly significant effects. If this changes in the future, we will update this policy and provide any required information about the logic involved and your rights.

11. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is necessary in connection with a service arrangement and only with appropriate authority from a parent, guardian, or responsible adult.

12. Changes to This Policy

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

13. Summary of Our Commitment

Man And Van Waterloo is committed to handling personal data responsibly, securely, and lawfully. We collect only the information needed to provide our services, rely on appropriate lawful bases for processing, retain data for no longer than necessary, and work with trusted processors under suitable safeguards. Our aim is to respect your privacy while delivering reliable moving and transport services to customers in the Waterloo area.

By using our services or making an enquiry, you acknowledge that your personal data may be processed as described in this policy, in accordance with applicable data protection laws.