Privacy Policy - Man And Van Highbury

This Privacy Policy explains how Man And Van Highbury collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Highbury customers in the area, including people who request quotes, book services, receive moving assistance, or otherwise communicate with us in connection with our transport, removals, and van services. We are committed to handling personal data in line with the UK GDPR and the Data Protection Act 2018. Please read this policy carefully so you understand how your information is managed.

1. Who We Are

For the purposes of data protection law, Man And Van Highbury acts as the data controller for the personal data we collect and use in the course of providing our services. This means we decide why and how your personal data is processed. We take our responsibility seriously and aim to process only the information needed to provide a reliable, safe, and efficient service.

2. Personal Data We Collect

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

Identity details such as your name.
Contact details such as your email address, telephone number, and service address.
Booking information such as the date, time, service type, collection and delivery locations, and any special instructions.
Communication records including messages, call notes, and correspondence about your booking or enquiry.
Payment-related information where needed to process invoices, payments, refunds, or accounting records.
Service details such as inventory, access requirements, parking details, and relevant moving preferences.
Technical data if you interact with our digital systems, including IP address, device type, and basic usage data.

We generally do not seek to collect special category data unless it is necessary and you voluntarily provide it, for example where it is relevant to access arrangements, health-related handling concerns, or other service requirements. In such cases, we only process it where lawful and appropriate safeguards are in place.

3. How We Use Your Data

We use your personal data for the following purposes:

To provide quotes and respond to enquiries.
To manage bookings and deliver moving services.
To communicate about arrival times, service changes, and job updates.
To handle payments, invoicing, and record-keeping.
To deal with customer service requests, complaints, or claims.
To maintain business records and meet legal obligations.
To improve service quality, operations, and customer experience.
To protect our business, staff, customers, and property.

We will only use your data where we have a valid reason to do so and where such use is consistent with the purpose for which the data was collected.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for every processing activity. Depending on the situation, Man And Van Highbury relies on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes quoting, confirming bookings, carrying out removals, and managing payments related to our services.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This may include service improvement, business administration, fraud prevention, record management, and protecting our operations. We always consider whether our interests are fair and proportionate.

Legal Obligation

We may process and retain information where required to comply with legal, tax, accounting, insurance, or regulatory obligations.

Consent

In limited cases, we may rely on your consent, for example where you agree to receive certain marketing communications or where optional information is provided for a specific purpose. You can withdraw consent at any time if processing is based on consent.

5. Sharing and Processors

We may share personal data with trusted third parties who act as processors on our behalf. These processors only process data under our instructions and must keep it secure and confidential. Examples may include:

Payment providers for handling transactions.
Accounting or bookkeeping providers for financial administration.
IT and hosting providers for storing and protecting records.
Communication tools used to manage emails, messages, or service notifications.
Professional advisers such as insurers, legal advisers, or auditors where needed.

We may also disclose data where required by law, court order, or official request from a public authority. Where data is shared, we take reasonable steps to ensure it is handled securely and only for the agreed purpose.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or as long as required by law. Retention periods may vary depending on the type of data and the reason for processing.

Booking and service records may be kept for a reasonable period after completion to manage follow-up questions, disputes, and service history.
Financial and tax records are retained for the period required by applicable law.
Correspondence and complaint records may be retained to evidence communications and resolve issues.
Technical or security records are kept only as long as needed for security, maintenance, or operational purposes.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited internal access, and procedures for handling data responsibly. While no system can be guaranteed to be completely secure, we work to reduce risks and respond appropriately if an issue occurs.

8. Your Rights Under GDPR

You have a number of rights regarding your personal data. Subject to legal limits and exemptions, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete data.
Erasure of your data in certain circumstances.
Restriction of processing in specific situations.
Data portability where processing is based on consent or contract and carried out by automated means.
Object to processing based on legitimate interests or for direct marketing.
Withdraw consent where consent is the lawful basis.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to raise concerns with us first so we can try to resolve the matter promptly.

9. Automated Decision-Making

We do not ordinarily use automated decision-making or profiling in a way that produces legal or similarly significant effects. If this changes in the future, we will update this policy and provide clear information about the logic involved and your rights.

10. Children’s Data

Our services are directed to adults and business or household customers arranging moving services. We do not knowingly collect personal data from children except where it is unavoidably included in service-related communications and only to the extent necessary to provide the service. If we become aware that children’s data has been collected without an appropriate basis, we will take steps to delete or protect it as required.

11. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as an adequacy decision or approved contractual protections. We will take steps to ensure that any such transfers remain compliant with data protection law and that your information is treated securely.

12. 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 revised version will apply from the date it is published. We recommend reviewing this policy periodically so you remain informed about how your data is used.

13. Summary of Our Commitment

Man And Van Highbury is committed to processing personal data lawfully, fairly, and transparently. We collect only the information we need, use it for clear and legitimate purposes, retain it for appropriate periods, and protect it with sensible safeguards. This policy applies to all customers in the Highbury area who use or enquire about our services. If you use our services, you can expect your personal information to be handled with care, respect, and in accordance with GDPR principles.