Privacy Policy - Man With Van Paddington

This Privacy Policy explains how Man With Van Paddington collects, uses, stores, and protects personal data. It applies to all Man With Van Paddington customers in the area, including anyone who requests a quotation, books a service, or otherwise interacts with us in connection with moving and transport services. We are committed to processing personal data fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Paddington provides moving and transport services for domestic and commercial customers. In providing these services, we may act as a data controller for the personal data we collect and use. This means we decide why and how your personal data is processed for the purposes described in this policy.

2. Personal Data We Collect

We only collect personal data that is necessary for the delivery of our services, administration of bookings, and management of customer relationships. The types of information we may collect include:

Identity details such as your name and title.
Contact details such as your telephone number and email address.
Service location details such as collection and delivery addresses.
Booking information including dates, times, service requirements, and special instructions.
Payment-related information where required to process transactions or issue invoices.
Communication records such as emails, messages, notes from calls, and correspondence relating to your booking.
Property and access details relevant to completing a move safely and efficiently.
Complaint and feedback information if you contact us about a service issue.

We do not intentionally collect special category data unless it is provided by you and is necessary for a specific service requirement, for example health-related access needs that affect how a move is carried out. Where such information is shared, we will process it only when there is a lawful basis and, where applicable, an additional condition under data protection law.

3. How We Use Your Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to arrange and deliver moving and transport services;
to manage bookings, schedules, and operational logistics;
to process payments and maintain financial records;
to communicate service updates, changes, or issues;
to handle complaints, claims, and customer support;
to maintain business records and meet legal obligations;
to improve our services, internal processes, and customer experience;
to detect, prevent, and investigate fraud or misuse.

We will only use your personal data where it is necessary and proportionate to do so. We do not sell personal data to third parties.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each purpose for which we process personal data. Depending on the situation, we may rely 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 taking bookings, providing moving services, arranging collections and deliveries, and processing payment information related to the service.

Legal Obligation

We may process personal data where needed to comply with legal or regulatory obligations, such as tax, accounting, record-keeping, and compliance requirements.

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 and freedoms. This may include managing service quality, responding to customer enquiries, improving operations, preventing fraud, and keeping appropriate business records.

Consent

In limited situations, we may rely on your consent, particularly where the law requires it. Where consent is used, you have the right to withdraw it at any time. Withdrawal of consent will not affect processing already carried out before consent was withdrawn.

5. Sharing Your Personal Data

We may share personal data with trusted third parties where necessary to operate our business and provide services. These third parties act as processors or independent controllers depending on the service they provide.

Processors may include:

payment service providers;
accounting and bookkeeping providers;
IT, hosting, and software providers;
communication and administrative service providers;
professional advisers such as legal or insurance advisers;
subcontractors or partners assisting with delivery of services, where required.

Where we use processors, we ensure that they are bound by written contracts requiring them to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law. Processors do not have permission to use your data for their own purposes.

We may also disclose personal data where required by law, court order, or a lawful request from a public authority, or where necessary to protect our rights, customers, staff, or the public.

6. International Transfers

In some cases, personal data may be processed or stored outside the United Kingdom. If this happens, we will take appropriate steps to ensure that an adequate level of protection is in place, such as using approved contractual safeguards or relying on an adequacy decision where applicable.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, and reporting requirements. The retention period depends on the type of data and the purpose of processing.

As a general approach:

customer booking and service records are kept for a period necessary to manage the service and resolve any issues;
financial and invoicing records are retained in line with legal and tax obligations;
complaint or dispute records may be retained for a longer period where required to defend legal claims or manage ongoing matters;
data that is no longer needed is securely deleted or anonymised.

When determining retention periods, we consider the amount, nature, and sensitivity of the data, the risk of harm from unauthorised use or disclosure, and the legal requirements we must meet.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, and confidentiality requirements. While no system can be guaranteed to be completely secure, we work to maintain a level of protection appropriate to the risk.

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 exceptions, 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 can ask us to delete your personal data.
Right to restrict processing – you can request that we limit how we use your data in certain circumstances.
Right to object – you can object to processing based on legitimate interests and to direct marketing where applicable.
Right to data portability – in certain cases, you can request that we provide your data in a structured, commonly used format or transfer it to another controller.
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 will respond in line with legal requirements and may ask for information to verify your identity. We aim to deal with requests promptly and within the statutory timeframe.

10. Children’s Data

Our services are intended for adults who arrange moving and transport services. We do not knowingly collect personal data from children as a primary purpose. If personal data relating to a child is unavoidably involved in a booking or service, it will be processed only where necessary and in accordance with data protection law.

11. Changes to This Policy

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

12. Complaints

If you have concerns about how we handle your personal data, you may raise them with us so we can review and address the matter. You also have the right to lodge a complaint with the UK data protection authority if you believe your data protection rights have been infringed.

13. Summary of Our Commitments

We are committed to processing personal data in a way that is lawful, fair, and transparent. We collect only the data needed to provide our moving and transport services, use it for legitimate business and legal purposes, retain it only as long as necessary, and share it only with trusted processors or where required by law. This policy applies to all Man With Van Paddington customers in the area, and we aim to treat every customer’s personal data with care, respect, and confidentiality.