Privacy Policy - Man With A Van Hornsey

Effective date: This Privacy Policy applies to all Man With A Van Hornsey customers in the area.

Man With A Van Hornsey is committed to protecting your privacy and handling your personal data in a fair, transparent, and secure manner. This Privacy Policy explains how we collect, use, share, store, and protect personal data when we provide moving, transport, collection, delivery, packing, and related services. It also explains your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services or communicating with us about a booking, quotation, or enquiry, you acknowledge that your personal data may be processed as described in this Privacy Policy.

1. Personal Data We Collect

We collect only the personal data that is necessary to provide and manage our services, meet legal obligations, and improve our operations. The categories of data we may collect include:

Identity data: name, title, and any relevant identification details needed to verify a booking or collection.
Contact data: address, email address, telephone number, and delivery or collection address.
Service data: details about the move or transport request, property access information, inventory lists, and item descriptions.
Transaction data: payment status, invoices, receipts, booking references, and records of charges.
Communication data: messages, call notes, complaints, feedback, and other correspondence.
Technical data: basic device, browser, and usage information if you interact with us online, where applicable.
Special instructions: access notes, fragile item details, and any information you choose to provide to help us carry out the service safely.

We generally do not seek to collect special category data. However, if you voluntarily provide information that is sensitive or personal in nature, we will only process it where there is a lawful basis to do so and where it is necessary for the service or for compliance with legal obligations.

2. How We Use Your Personal Data

We use personal data for the following purposes:

to respond to enquiries and provide quotations;
to confirm bookings and manage service arrangements;
to carry out removals, deliveries, collections, and related support services;
to communicate with you about timing, access, and service changes;
to process payments, issue invoices, and maintain accounting records;
to handle complaints, claims, and customer service requests;
to comply with legal, tax, insurance, and regulatory obligations;
to protect our business, staff, customers, and property;
to improve service quality, training, planning, and operational efficiency;
to prevent fraud, misuse, or unauthorised activity.

We will not use your data for purposes that are incompatible with the reason it was collected unless we have a lawful basis to do so.

3. Lawful Basis for Processing

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

Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, confirming bookings, carrying out the move or delivery, and managing payment and service administration.

Legal obligation

We may need to process and retain data to comply with legal requirements, including accounting, tax, insurance, record-keeping, and responses to lawful requests from authorities.

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 may include customer service, fraud prevention, internal administration, service improvement, and business record management.

Consent

In limited situations, we may rely on your consent, for example where we ask to use optional information not required for the service. If consent is used, you may withdraw it at any time, although this will not affect processing that occurred before withdrawal.

Vital interests and public task

These bases are unlikely to apply in normal service delivery, but we may rely on them if necessary in exceptional circumstances to protect a person’s vital interests or where required by law.

4. How We Share Personal Data

We may share personal data with trusted third parties only when necessary and appropriate for the purposes described in this Privacy Policy. These may include:

Subcontractors and operational partners: where additional assistance is needed to complete a service safely and efficiently.
Payment providers: to process transactions securely.
Professional advisers: such as accountants, legal advisers, or insurers when needed for business administration or claims handling.
IT and system providers: who support storage, communication, record management, and security.
Public authorities and regulators: where disclosure is required by law, court order, or lawful request.

We require third parties who process personal data on our behalf to use it only in accordance with our instructions and to implement appropriate security measures. We do not sell personal data.

5. Processors

Where external service providers process personal data on our behalf, they act as data processors. This means they only handle data under our instructions and for the specific purposes we define. Examples of processors may include:

cloud storage and file management providers;
email and communication service providers;
accounting and invoicing software providers;
customer relationship and booking management systems;
website, security, and technical support providers where relevant.

We take steps to ensure that processors are subject to written data processing terms, confidentiality obligations, and suitable safeguards. Where personal data is transferred outside the UK, we will ensure that appropriate legal protections are in place.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements.

The retention period depends on the type of data and the reason for processing. In general:

Enquiry data: retained for a limited period if no booking is made, to manage follow-up and business administration.
Booking and service records: retained for the duration of the service and for a reasonable period afterwards to manage queries, disputes, and claims.
Financial records: retained for the period required by tax and accounting laws.
Complaint and claim records: retained as long as necessary to resolve issues and defend legal rights.

When personal data is no longer required, we will delete, anonymise, or securely archive it in line with our retention practices.

7. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, confidentiality obligations, and staff awareness procedures. While no system can be guaranteed completely secure, we take reasonable steps to safeguard your information.

8. Your Rights

Under data protection law, you have several rights in relation to your personal data. These may include:

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 your data in certain circumstances.
Right to restriction: to ask us to limit the processing of your data in certain cases.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to request transfer of certain data to you or another provider, where applicable.
Right to withdraw consent: where processing is based on consent, you may withdraw that consent at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable data protection law. We may need to verify your identity before processing your request. Some rights may be limited where legal obligations or other legitimate grounds apply.

9. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where necessary in the context of a booking arranged by an adult customer and only to the extent relevant to the service. If we become aware that we have collected data unlawfully, we will take reasonable steps to delete it.

10. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are applied, such as adequacy regulations, standard contractual clauses, or equivalent protections recognised under data protection law.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our data handling practices. Any updated version will apply from the date it is published or otherwise communicated to customers. We encourage you to review this policy periodically so you remain informed about how your data is used.

12. Fair Processing Statement

We believe in processing personal data lawfully, fairly, and transparently. Your privacy matters, and we are committed to collecting only what is necessary, keeping it secure, and respecting your legal rights. If you provide personal data to Man With A Van Hornsey, it will be handled in accordance with this Privacy Policy and applicable data protection laws.

By continuing to use our services, you acknowledge that you have read and understood this Privacy Policy.