Privacy Policy - Man With Van Osterley

This Privacy Policy explains how Man With Van Osterley collects, uses, stores, shares, and protects personal data when providing removal, delivery, and man and van services. It applies to all Man With Van Osterley customers in the area, including private households, tenants, landlords, businesses, and anyone who enquires about or uses our 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. Data We Collect

We collect only the personal data necessary to provide our services, manage bookings, and meet our legal obligations. The information we may collect includes:

Identity details such as your name, title, and, where relevant, business name.
Contact details including telephone number, email address, and service address.
Booking information such as dates, times, collection and delivery addresses, item descriptions, and service requirements.
Payment information needed to process invoices, payments, refunds, or account records.
Correspondence records including messages, complaint details, and notes from calls or emails.
Service-related information such as access instructions, parking details, property layout, and any special handling requirements.
Technical data where relevant, such as basic website usage data, if you interact with our online services.
Legal and compliance information required for record-keeping, insurance, tax, or dispute handling.

We do not intentionally collect special category data unless you provide it voluntarily and it is necessary for a specific service reason, such as access needs or health-related handling instructions. If such information is shared, we will treat it with extra care and only use it where lawful and appropriate.

2. How We Use Your Data

We use personal data to deliver our services efficiently and safely. Typical uses include:

responding to enquiries and providing quotes;
managing bookings and scheduling jobs;
carrying out removals, transport, and delivery services;
communicating about service changes, delays, or instructions;
processing payments and issuing invoices;
handling complaints, claims, and customer support requests;
keeping business, tax, insurance, and compliance records;
protecting our operations from fraud, misuse, or security incidents.

We will only use your data for purposes that are compatible with the reason it was collected, unless we are required or permitted by law to use it differently.

3. Lawful Basis for Processing

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

Contract

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

Legal Obligation

We may need to process and retain certain information to comply with tax law, accounting requirements, insurance obligations, road transport regulations, or other legal duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. This includes managing our business, improving customer service, preventing fraud, maintaining security, and resolving disputes. Where we rely on this basis, we consider whether the processing is necessary and whether it is fair and proportionate.

Consent

In limited cases, we may rely on your consent, for example if we need to send certain optional marketing communications or process specific information that is not covered by another lawful basis. If we rely on consent, you can withdraw it at any time.

4. Data Retention

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

Booking and service records are generally kept for as long as needed to manage the job and handle follow-up queries or claims.
Financial and invoice records are typically retained for the period required under tax and accounting laws.
Complaint and dispute records may be kept longer where needed to defend legal claims or resolve ongoing issues.
General correspondence is retained for a reasonable period and then securely deleted or archived when no longer needed.

When personal data is no longer required, it will be deleted, anonymised, or securely archived in line with our retention practices.

5. Processors and Third Parties

We may share personal data with trusted third-party service providers, known as processors, who help us deliver our services. These providers act on our instructions and are required to protect your data and use it only for the agreed purpose. They may include:

payment processing providers;
accounting and bookkeeping services;
IT and cloud storage providers;
email and communications service providers;
customer management or scheduling tools;
professional advisers such as insurers, auditors, or legal advisers;
public authorities or law enforcement where required by law.

We may also disclose data to other parties where it is necessary to perform a service, resolve a complaint, or protect our legal rights. We do not sell your personal data.

6. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures are designed to be proportionate to the nature of the data and the risks involved. While no system can be guaranteed completely secure, we work to reduce risk and to respond promptly to any suspected incident.

7. Your Rights

As a data subject under UK GDPR, you have several rights regarding your personal data. Subject to legal conditions and exemptions, you may have the right to:

Access a copy of the personal data we hold about you.
Rectification of inaccurate or incomplete data.
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 data you provided to us, where applicable.
Withdraw consent at any time where consent is the lawful basis.

You also have the right to be informed about how your data is used and the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

8. Children’s Data

Our services are not directed to children, and we do not knowingly collect personal data from children except where it is necessary in the context of a customer’s move or service arrangement and is provided by an adult customer or authorised representative.

9. International Transfers

If any processor or service provider stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place to protect the data in line with UK data protection law.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or services. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed.

11. Fair and Transparent Use

We aim to process data in a way that is lawful, fair, and transparent. This means we only collect what is needed, we use it for clear and legitimate purposes, and we keep it only for as long as necessary. Where possible, we minimise the information requested and limit access to those who need it to carry out their role.

Man With Van Osterley is committed to respecting privacy and ensuring that personal data is handled responsibly for every customer in the area. If you use our services, enquire about our availability, or arrange a booking with us, this policy explains how your information will be managed.