Privacy Policy - Man With Van Queensbury

This Privacy Policy explains how Man With Van Queensbury collects, uses, stores, shares, and protects personal data when providing removal, transport, moving, and related services. It applies to all Man With Van Queensbury customers in the area, including prospective customers, existing customers, business clients, and any individuals whose information is processed in connection with our services.

We are committed to handling personal data lawfully, fairly, and transparently in accordance with the UK GDPR and the Data Protection Act 2018. This policy is written to help you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have.

1. Information We Collect

We collect only the personal data needed to provide and manage our services safely and effectively. Depending on how you interact with us, the information may include:

Identity details such as your name and, where relevant, the name of a company or organisation.
Contact details including telephone number and email address.
Address information such as collection address, delivery address, billing address, and property access details.
Service information including requested moving dates, inventory details, loading requirements, parking notes, and special handling instructions.
Payment and billing information such as transaction records, invoices, payment status, and partial payment details where applicable.
Communication records such as emails, messages, call notes, complaints, and service feedback.
Technical data if you interact with our digital systems, which may include IP address, browser type, and basic usage logs.
Special category data only where strictly necessary and with appropriate safeguards, for example if you voluntarily provide information about mobility needs or access arrangements that may affect a move.

We do not collect more information than is reasonably required. Where possible, we limit data collection to what is necessary for the specific service requested.

2. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, arrange bookings, and deliver moving or transport services.
To communicate with you before, during, and after a service.
To manage customer accounts, invoices, and payments.
To plan routes, allocate vehicles, and organise staff or subcontractors.
To handle complaints, claims, refunds, and disputes.
To maintain internal records and improve our services.
To comply with legal, tax, accounting, and regulatory obligations.
To protect against fraud, misuse, or unauthorised access.

We will only use your personal data for the purpose for which it was collected unless we reasonably believe another compatible purpose applies.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. We rely on the following bases:

Performance of a Contract

We process your data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, arranging bookings, carrying out removals, and issuing invoices.

Legal Obligation

Some information must be kept and processed to comply with tax, accounting, insurance, safety, and other legal requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided these interests do not override your rights and freedoms. This may include service administration, customer support, record keeping, and business improvement.

Consent

In limited situations, we may rely on your consent, for example where optional marketing is involved or where special category data is provided without another lawful basis. When consent is used, you can withdraw it at any time.

Vital Interests

In rare cases, we may process information to protect someone’s vital interests, such as in an emergency affecting health or safety.

4. Data Retention

We keep personal data only for as long as necessary for the purposes described in this policy, including meeting legal, contractual, insurance, and accounting requirements. Retention periods may vary depending on the type of record and the reason it was collected.

Customer and service records are generally kept for the period needed to manage the contract and address follow-up queries.
Invoices, payment records, and tax-related documents are retained for the period required by law.
Complaints, claims, and dispute records may be kept longer where needed to defend legal rights or resolve ongoing issues.
Communication records are retained for a reasonable period to support service quality and continuity.

When data is no longer required, it is securely deleted, anonymised, or otherwise disposed of in a safe manner. We do not keep personal data indefinitely.

5. Processors and Sharing of Data

We may share personal data with trusted third parties that act as processors on our behalf. These organisations process data only according to our instructions and are required to protect it appropriately.

Examples of processors may include:

IT and cloud service providers used for data storage, email, or business administration.
Accounting and bookkeeping providers who assist with invoices, tax records, and financial reporting.
Payment processors who handle card or electronic payments.
Customer management or scheduling tools used to organise bookings and service delivery.
Professional advisers such as lawyers, insurers, or auditors when necessary.
Subcontractors or operational partners who help deliver services, subject to confidentiality and data protection obligations.

We may also share data where required by law, court order, regulatory request, or to protect our legal rights, staff, customers, or the public. We do not sell your personal data.

6. International Transfers

If any processor stores or accesses data outside the United Kingdom, we will ensure appropriate safeguards are in place. These may include recognised adequacy arrangements, standard contractual clauses, or equivalent protective measures. Our aim is to ensure your data receives a level of protection that is consistent with UK data protection law.

7. Data Security

We take reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited data access on a need-to-know basis.

Although no system can be guaranteed to be completely secure, we regularly review our practices and work to keep data protection standards proportionate to the nature of the information we hold.

8. Your Rights

You have rights over your personal data under the UK GDPR. Subject to legal restrictions and verification of identity, you may have the right to:

Access the personal data we hold about you.
Rectification of inaccurate or incomplete information.
Erasure of your data in certain circumstances.
Restriction of processing in certain situations.
Object to processing based on legitimate interests or direct marketing.
Data portability for information you provided to us, where applicable.
Withdraw consent where processing is based on consent.

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. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in a limited family or household context and is provided by an authorised adult. If we become aware that we have collected information from a child without proper authorisation, we will take steps to delete it where required.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practice, or the services we provide. When changes are made, the revised version will apply from the date it is published or otherwise communicated.

Man With Van Queensbury is committed to processing personal data responsibly and transparently. We aim to ensure that all customers in the area can use our services with confidence, knowing their information is handled with care, kept only as long as needed, and protected in line with applicable data protection law.