Privacy Policy - Man With Van Romford

This Privacy Policy explains how Man With Van Romford collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Romford customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise uses our removals and transport services. We are committed to handling personal information in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purpose of data protection law, Man With Van Romford acts as the data controller for the personal data we collect and use in connection with our services. This means we decide why and how your personal data is processed.

We only process data that is necessary to provide our services, manage bookings, communicate effectively, maintain records, and meet legal or regulatory obligations.

2. Personal Data We Collect

We may collect the following categories of personal data:

Identity details: your name and, where relevant, business name.
Contact details: telephone number, email address, and service address details.
Booking information: move date, collection and delivery locations, property access details, and service preferences.
Payment and billing details: records needed to manage invoices, payments, and financial administration.
Communications: messages, calls, emails, and notes relating to enquiries, complaints, or service updates.
Service records: details about items moved, special handling requirements, and instructions relevant to the job.
Technical information: limited data such as IP address or device information if you interact with us online.

We do not deliberately collect special category data unless it is necessary and you have provided it for a specific reason, or unless another lawful basis applies. Special category data may include information relating to health, religion, or other sensitive matters.

3. How We Collect Personal Data

We collect information directly from you when you:

request a quote or make an enquiry;
book or use our services;
contact us by phone, email, or other communication methods;
provide delivery or access instructions;
submit feedback, complaints, or other requests.

We may also collect personal data indirectly from:

third parties involved in arranging a move, such as landlords, letting agents, or businesses acting on your behalf;
payment service providers and accounting systems;
publicly available sources where necessary for legitimate business purposes.

4. How We Use Your Data

We use personal data for the following purposes:

to provide moving, loading, unloading, and transport services;
to prepare quotations and confirm bookings;
to communicate with you before, during, and after a job;
to manage payments, invoices, and refunds where applicable;
to keep accurate business and service records;
to handle complaints, disputes, and customer support issues;
to meet legal, tax, accounting, and insurance obligations;
to improve service quality and operational efficiency;
to protect against fraud, misuse, or security incidents.

5. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, confirming jobs, carrying out removals, and managing payments.

Legal Obligation

We may process data where necessary to comply with legal obligations, such as tax, accounting, insurance, or record-keeping duties.

Legitimate Interests

We may process data for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing our operations, improving services, maintaining security, and responding to customer requests.

Consent

In limited circumstances, we may rely on your consent, especially where processing is optional or relates to specific communications. Where consent is used, you may withdraw it at any time.

6. Sharing Your Personal Data

We do not sell personal data. However, we may share it with trusted third parties where necessary to operate our business and deliver services. These third parties may act as data processors or, in some cases, separate controllers.

Examples of processors and recipients may include:

IT and hosting providers: for secure storage, email systems, and administrative support;
payment processors: to handle transactions and reduce payment risk;
accountants and bookkeepers: for financial administration and compliance;
insurance providers: where claims, risk management, or cover verification is required;
professional advisers: such as legal or tax advisers when necessary;
subcontractors or operational partners: who help deliver the service under our instructions.

When we use processors, we require them to process personal data only on our instructions, to keep it secure, and to comply with applicable data protection law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, or reporting requirements. Retention periods depend on the type of information and the reason we hold it.

Booking and service records may be retained for a reasonable period after the service is completed for administration, support, and dispute resolution.
Financial and tax records are kept for the period required by law.
Customer communications may be retained for as long as needed to manage enquiries or follow-up issues.
Where data is no longer needed, we will securely delete or anonymise it.

We aim to avoid holding personal data longer than necessary.

8. Data Security

We take appropriate technical and organisational measures to protect personal data against accidental loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, password protection, and limiting access to authorised personnel only.

Although we take reasonable steps to safeguard information, no system can be guaranteed to be completely secure. If we become aware of a data breach affecting your personal data, we will take appropriate action in line with our legal obligations.

9. Your Rights

Depending on the circumstances, you may have the following rights under data protection law:

Right of access: you can ask for 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 some cases, you can ask us to delete your personal data.
Right to restriction: you can ask us to limit how we use your data in certain situations.
Right to object: you can object to processing based on legitimate interests.
Right to data portability: where applicable, you can request data in a structured, commonly used format.
Right to withdraw consent: if processing is based on consent, you can withdraw it at any time.

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

10. Children’s Data

Our services are intended for adults arranging removals and transport. We do not knowingly collect personal data from children for marketing or unrelated purposes. If any child-related information is included incidentally as part of a household move, it will only be processed where necessary for the service and in accordance with this policy.

11. International Transfers

Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place to protect it, such as approved contractual protections or transfers to countries recognised as providing adequate protection.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our business practices. Any updated version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how we protect your data.

13. Summary of Our Commitment

At Man With Van Romford, we respect your privacy and handle personal data responsibly. We only collect information needed to deliver our services, rely on lawful bases for processing, retain data for appropriate periods, and use trusted processors where necessary. We also recognise and support your data protection rights. This policy applies to all Man With Van Romford customers in the area and is designed to ensure transparency, accountability, and compliance with GDPR principles.