Privacy Policy - Man With Van Bankside

Man With Van Bankside is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our services. It applies to all Man With Van Bankside customers in the area, including private individuals, households, landlords, tenants, and business clients who engage us for removals, deliveries, transport, loading, or related moving services.

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. We aim to be transparent about what we do with your information and to ensure that your rights are fully respected.

1. Personal Data We Collect

We may collect and process several types of personal data depending on the service requested and how you interact with us. This may include:

Identity details such as your name and title.
Contact details such as your phone number and email address.
Service information including pickup and delivery addresses, preferred dates, access notes, inventory lists, and instructions for the move.
Billing information such as invoice details, payment status, and transaction references.
Communications including messages, enquiries, booking details, complaints, and service feedback.
Technical data where relevant, such as IP address, device information, and basic website usage data if you contact us through online systems.
Special instructions that may be required to complete the job safely, for example information about stairs, parking, lift access, or fragile items.

We do not intentionally collect more data than is necessary. We encourage customers to avoid including unnecessary personal information in booking notes or messages.

2. How We Collect Your Data

We collect information directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, text, or online form;
provide instructions for a service;
raise a query, complaint, or request;
complete payment or invoice-related actions;
leave feedback or review our services.

We may also receive data from third parties where necessary to provide the service, such as from landlords, letting agents, employers, estate agents, payment providers, or subcontractors involved in the move. In those cases, we only use the information for the intended service purpose.

3. Lawful Basis for Processing

We process personal data only where a lawful basis under the UK GDPR applies. Depending on the circumstances, our lawful bases may include:

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes quoting, confirming bookings, planning logistics, completing removals, issuing invoices, and handling related customer service.

Legal Obligation

We may process information to comply with legal obligations, such as tax records, accounting requirements, fraud prevention, insurance documentation, and regulatory duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights. This may include improving services, managing enquiries, maintaining service records, protecting against misuse, and resolving disputes. We always consider whether our interests are proportionate and respectful of your privacy.

Consent

In limited situations, we may rely on your consent, for example if we need permission to use optional marketing communications. Where consent is used, you can withdraw it at any time.

4. How We Use Your Information

We may use your data to:

provide quotes and manage bookings;
plan, deliver, and complete moving services;
communicate with you about scheduling or service updates;
issue invoices and process payments;
respond to complaints or claims;
maintain business records and compliance files;
improve our operations, safety, and customer experience;
protect our business, staff, and customers from fraud or misuse.

We will only use your data for the purposes it was collected for, unless we reasonably need to use it for another compatible purpose and the law allows it.

5. Data Sharing and Processors

We do not sell your personal data. However, we may share it with trusted third parties where necessary for service delivery, administration, or legal compliance. These third parties act as processors or independent controllers depending on the context.

Processors may include:

IT and hosting providers who support our communication and record-keeping systems;
payment processors who handle card or bank transactions;
accounting and bookkeeping providers who help manage financial records;
communication service providers used for email, text, or booking confirmations;
subcontractors or partner movers who support service fulfilment where required;
professional advisers such as insurers, legal advisers, or auditors;
public authorities where disclosure is required by law.

We require processors to handle data securely, only in line with our instructions, and to apply appropriate safeguards. Where data is transferred outside the UK or EEA, we ensure suitable legal protections are in place.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, and reporting obligations. Retention periods depend on the type of data and the context of the service.

In general:

booking and service records are retained for a reasonable period to manage queries, disputes, and repeat services;
invoice and payment records are retained to meet tax and accounting requirements;
communications may be kept for customer service and evidence purposes;
data no longer needed is securely deleted or anonymised.

We review retention regularly to ensure we do not keep information longer than necessary. When retention ends, we take appropriate steps to dispose of the data securely.

7. Data Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to records on a need-to-know basis.

While no system is completely risk-free, we work to keep your information safe and to handle incidents responsibly if they occur.

8. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access – to request a copy of the personal data we hold about you;
Right to rectification – to ask us to correct inaccurate or incomplete data;
Right to erasure – to request deletion of data in certain circumstances;
Right to restriction – to ask us to limit how we use your data in certain situations;
Right to object – to object to processing based on legitimate interests or direct marketing;
Right to data portability – to receive certain data in a structured, commonly used format where applicable;
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

These rights are not absolute and may be subject to legal limits or exemptions. If you wish to exercise any of them, we will respond in line with applicable law.

9. Marketing Communications

We will only send marketing communications where permitted by law and, where required, with your consent. You can opt out of marketing at any time. Service-related messages, such as booking confirmations or essential updates, are not marketing and may still be sent where necessary to deliver the service.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where provided by an adult customer as necessary for a move or related service. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, practice, or business operations. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

12. Summary of Our Commitment

At Man With Van Bankside, we are committed to handling personal information responsibly, lawfully, and fairly. We collect only what we need, use it for legitimate business and service purposes, keep it only as long as necessary, and safeguard it with appropriate controls. We respect your rights and strive to maintain trust in every service we provide.

By using our services, you acknowledge that your data may be processed in accordance with this Privacy Policy.