Privacy Policy - Man And Van Marylebone

This Privacy Policy applies to all Man And Van Marylebone customers in the area. It explains how personal data is collected, used, stored, shared, and protected when you request or receive our moving, delivery, packing, loading, unloading, and related services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Man And Van Marylebone acts as the data controller for the personal data we process in connection with our services. This means we determine why and how your personal data is used. We only collect information that is necessary for the provision, administration, improvement, and safeguarding of our services.

2. Personal Data We Collect

We may collect and process different categories of personal data depending on the nature of your enquiry, booking, or service. This may include:

Identity details such as your name and, where relevant, company name.
Contact details such as telephone number and email address.
Address and location information including pick-up, delivery, storage, and access details.
Booking and service information such as requested dates, inventory details, property access notes, and special handling requirements.
Payment and billing information where needed to process charges, refunds, or invoices.
Communication records including emails, messages, notes from calls, and service-related correspondence.
Technical and usage data if you interact with our digital services, such as device type, browser information, and basic log data.
Special category data only where necessary and permitted by law, and generally only if you choose to provide it to help us deliver a service safely or appropriately.

We aim to keep the data collected to a minimum. We do not intentionally collect more information than is needed for service delivery, legal compliance, and customer support.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or message;
provide instructions relating to a move or delivery;
make a payment or request an invoice;
submit feedback or a complaint; or
otherwise use our services.

We may also receive data from third parties where it is necessary for the service, such as property managers, landlords, business partners, payment providers, or subcontracted service providers acting on our instructions.

4. Lawful Basis for Processing

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

Contract – where processing is necessary to enter into or perform a contract with you, including providing quotes, managing bookings, and completing moving services.
Legal obligation – where we must process data to comply with tax, accounting, transport, health and safety, insurance, or other legal requirements.
Legitimate interests – where processing is necessary for our legitimate business interests, such as improving services, preventing fraud, managing risk, maintaining records, or responding to customer enquiries, provided those interests do not override your rights and freedoms.
Consent – where we rely on your clear consent for specific activities, such as optional marketing or certain non-essential communications, and you may withdraw consent at any time.
Vital interests – in rare circumstances, where processing is necessary to protect someone’s life.

Where special category data is processed, we will also ensure an additional condition under UK GDPR is met, and we will only do so when strictly necessary.

5. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to schedule and carry out moving and related services;
to confirm job details, access arrangements, and service requirements;
to manage payments, invoices, and refunds;
to communicate about your booking or service;
to maintain accurate business, accounting, and legal records;
to improve service quality, training, and operational planning;
to deal with complaints, disputes, or insurance claims;
to protect against fraud, misuse, or unlawful activity; and
to comply with applicable laws and regulations.

We do not sell your personal data. Any use of data for marketing will only be carried out where allowed by law and, where required, with your consent.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the operation of our business and the delivery of services. These parties act as data processors or independent controllers depending on their role.

Processors

Data processors are organisations that process personal data on our behalf and under our instructions. They may include:

payment service providers;
IT, cloud hosting, and data storage providers;
email, messaging, or customer management system providers;
accounting and bookkeeping service providers;
professional advisers such as insurers, lawyers, or auditors acting for us;
subcontracted movers or logistics partners assisting with a job.

We require all processors to handle personal data securely, to use it only for the agreed purpose, and to apply appropriate technical and organisational safeguards. Where data is shared, it is only on a need-to-know basis.

Other disclosures

We may also disclose personal data where required by law, to respond to lawful requests from public authorities, to enforce our terms, to protect our rights or property, or to prevent serious harm. If our business is reorganised, transferred, or sold, personal data may be transferred as part of that transaction, subject to appropriate safeguards.

7. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent lawful protections. We take steps to ensure that transferred data remains protected to a standard consistent with UK GDPR requirements.

8. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, tax, insurance, and operational requirements. Retention periods vary depending on the type of data and the reason it is held.

Booking and service records are kept for a period necessary to manage the contract and any related claims.
Accounting and tax records are retained for the period required by law.
Communication records may be kept for customer service, dispute resolution, and quality assurance purposes.
Data no longer required is securely deleted, anonymised, or archived in accordance with our retention practices.

We review retained data periodically to ensure it is not kept longer than necessary. When retention is no longer justified, we dispose of personal data securely.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and operational procedures designed to minimise risk. While no system can be guaranteed completely secure, we take reasonable steps to protect the information we hold.

10. Your Rights

Under UK GDPR, you have a number of rights in relation to your personal data. Subject to legal restrictions, these 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 how we process 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 and, where feasible, have it transferred to another controller.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns with the UK Information Commissioner’s Office if you believe your data has not been handled lawfully. We encourage you to contact us first so we can try to resolve any issue promptly.

11. Automated Decision-Making

We do not make decisions about you solely by automated means where those decisions would have legal or similarly significant effects. If this position changes, we will inform you and provide the safeguards required by law.

12. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children except where it is incidental to a service request and necessary for safe service delivery. If we become aware that we have collected information unlawfully, we will take appropriate steps to delete it.

13. 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 protection practices. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how personal data is handled.

14. Summary of Our Commitments

In summary, Man And Van Marylebone only processes personal data where there is a lawful reason to do so, keeps it only as long as needed, shares it responsibly with trusted processors, and respects the rights of all customers in the area. Our goal is to handle your information fairly, securely, and transparently at every stage of the service.