Privacy Policy - Man With Van Feltham

This Privacy Policy explains how Man With Van Feltham collects, uses, stores, shares, and protects personal data when providing moving, van hire, and related removal services. It applies to all Man With Van Feltham customers in the area, including anyone requesting a quote, making a booking, receiving a service, or communicating with us in connection with a move. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who this policy applies to

This policy applies to all individuals whose personal data we process in connection with our services. This includes residential customers, business customers, prospective customers, and other persons whose details are provided to us for the purpose of arranging or delivering a removal, delivery, collection, or van service. If you are using our services on behalf of someone else, you should ensure that you have the authority to share their data with us and that they are aware of this policy.

2. Information we collect

We may collect and process different types of personal data depending on the service requested. The information we collect may include:

Identity details such as your name and, where needed, the names of other people connected to the booking.
Contact details such as address, telephone number, and email address.
Service details such as moving dates, collection and delivery addresses, property access information, item lists, and special handling requirements.
Billing and payment information such as invoicing details and payment status.
Communication records such as emails, messages, call notes, and complaint or claim correspondence.
Technical information such as basic website or device information if you interact with our digital systems, where applicable.

We do not intentionally collect more data than is necessary. However, some services may require additional information to ensure the move is completed safely and efficiently. In limited cases, we may also process sensitive information if you choose to provide it, for example details about access needs or health-related considerations that are relevant to the service. Where such information is supplied, it will only be used where necessary and handled with additional care.

3. How we use personal data

We use personal data for the following purposes:

To provide quotations, confirm bookings, and arrange moving services.
To communicate with you about your service, including scheduling, arrival times, and service updates.
To plan and carry out the move safely and efficiently.
To handle payments, invoicing, account administration, and refunds where applicable.
To respond to enquiries, complaints, and claims.
To maintain business records and comply with legal obligations.
To improve our services, manage operations, and prevent fraud or misuse.

We only process personal data for specific, limited purposes and will not use it in a way that is incompatible with those purposes unless required or permitted by law.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each type of processing. Man With Van Feltham relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging services, completing a move, and managing payments.

Legal obligation

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

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided that your rights and freedoms do not override those interests. This may include service administration, operational planning, fraud prevention, and maintaining business records. We carefully balance our interests against your privacy rights.

Consent

In limited circumstances, we may rely on your consent, particularly where processing is not required for contract performance or legal compliance. If we rely on consent, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Data sharing and processors

We may share personal data with trusted third parties where necessary to provide our services or meet our legal obligations. These third parties act as processors or, in some cases, independent controllers. We require appropriate safeguards from all processors and only share the minimum data needed.

Payment processors that handle card or online payment transactions.
Accounting and bookkeeping providers used for invoicing, financial records, and tax compliance.
IT and cloud service providers that support secure storage, communications, and business systems.
Insurance providers or claims handlers where needed to assess or manage incidents.
Professional advisers such as legal or financial advisers where necessary.
Subcontractors or operational partners who assist with service delivery under our instructions.

Where processors act on our behalf, they are bound by contractual obligations to keep personal data secure, process it only on our instructions, and not use it for their own purposes. We do not sell personal data.

6. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including meeting legal, accounting, insurance, or reporting requirements. Retention periods may vary depending on the type of record and the reason for holding it.

For example, booking and invoice records may need to be kept for several years to satisfy tax and accounting laws. Communication records may be retained for a reasonable period to handle disputes, claims, or service issues. When personal data is no longer required, it is securely deleted, anonymised, or archived in line with our retention procedures.

We regularly review the data we hold to ensure it is not kept longer than necessary.

7. Security of your information

We take 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, staff confidentiality obligations, and limited access to data on a need-to-know basis. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risks involved.

8. Your rights under GDPR

You have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these rights include:

Right of access – you can request 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 certain circumstances, you can ask us to delete your data.
Right to restriction – you can request that we limit how we use your data in certain cases.
Right to data portability – you can ask for certain data in a structured, commonly used format.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

To protect privacy, we may need to verify your identity before responding to a request. We aim to respond within the time limits set by law. These rights apply to all Man With Van Feltham customers in area, and we will handle requests fairly and without discrimination.

9. International transfers

In some cases, service providers may store or process data outside the UK. Where this happens, we ensure that appropriate safeguards are in place to protect your personal data in accordance with applicable law. These safeguards may include adequacy regulations, contractual protections, or other lawful transfer mechanisms.

10. Children’s data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children unless it is necessary and provided by an adult in connection with a service booking. If we become aware that we have collected data inappropriately, we will take steps to remove it where required.

11. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or service arrangements. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to remain informed about how personal data is handled.

12. Your responsibilities

When providing personal data to us, you should ensure that the information is accurate and kept up to date. If you submit details about another person, you must have a lawful basis for doing so and, where appropriate, inform that person that their data has been shared with us. Providing accurate information helps us deliver a safe, efficient, and reliable service.

Man With Van Feltham is committed to respecting your privacy and handling personal data responsibly. We process information only where necessary, retain it for appropriate periods, and apply safeguards designed to protect it. By using our services, you acknowledge that your personal data may be processed as described in this policy.