Man with Van Osterley Customer Privacy Policy
This Privacy Policy explains how Man with Van Osterley collects, uses, stores, and shares personal information relating to customers and prospective customers in the Osterley area. It is designed to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy applies to all Man with Van Osterley customers and enquiries within our service area, whether you contact us online, by phone, or in person.
Who We Are
Man with Van Osterley is a removals and transport service operating in the Osterley area. For the purposes of data protection law, we act as the data controller in relation to the personal information we collect and use about our customers and prospective customers.
Personal Data We Collect
We collect and process different categories of personal data depending on how you interact with us. This may include:
Identification and contact details: name, address, service addresses for collection and delivery, and other contact details such as your preferred method of communication.
Booking and service information: details of the services you request, dates and times of bookings, type and size of move, access details for properties, special handling requirements, and related notes required to deliver the service.
Payment and transaction data: records of payments made, amounts, dates, and related transaction references. We do not store full payment card details; where cards are used, these are processed securely by third-party payment processors.
Communication records: records of communications between you and us, including enquiries, quotes, feedback, and any complaints, whether made by phone, online forms, or other channels.
Technical and usage data: limited technical data such as IP address, device and browser information, and basic usage data where you interact with our online content, used for security and performance monitoring.
How We Collect Your Data
We may collect personal data directly from you when you:
Request a quote or make an enquiry.
Book a service with us.
Communicate with us by phone, online forms, or other means.
Provide feedback or make a complaint.
We may also collect data from third parties where lawful and appropriate, for example where an estate agent, landlord, or another party acts on your behalf with your knowledge and authority to arrange a service.
Lawful Bases for Processing
We will only process your personal data when we have a lawful basis to do so. Depending on the circumstances, we rely on the following lawful bases:
Performance of a contract: where processing is necessary to provide our services to you or to take steps at your request prior to entering into a contract, such as providing a quote or booking a move.
Legitimate interests: where processing is necessary for our legitimate business interests, provided that your interests and fundamental rights do not override those interests. This may include improving our services, handling general business administration, and maintaining security.
Legal obligation: where we must process certain data to comply with legal and regulatory obligations, such as accounting, tax, or insurance requirements.
Consent: where you have given us clear consent to process your personal data for a specific purpose, such as receiving certain types of optional marketing. You can withdraw your consent at any time.
How We Use Your Personal Data
We may use your personal data for the following purposes:
To respond to enquiries and provide quotes.
To set up, manage, and fulfill bookings and service agreements.
To communicate with you about your booking, including confirmations and updates.
To manage payments, invoicing, and related financial records.
To handle customer feedback, queries, and complaints.
To manage our business operations, including planning routes and staffing.
To comply with legal, regulatory, and insurance obligations.
To protect our rights, property, and safety, and that of our customers and staff.
Data Sharing and Processors
We may share your personal data with trusted third parties where necessary and lawful. These parties act either as data processors, who process data only under our instructions, or as independent data controllers. Typical recipients include:
Service providers: for example, IT and hosting providers, customer management systems, and communication platforms used to store or manage bookings and communications on our behalf.
Payment processors: secure payment service providers who process card or electronic payments. These providers handle card details directly and do not pass full card information to us.
Professional advisers: such as accountants, insurers, or legal advisers where necessary for business administration, legal compliance, or the protection of our rights.
Public authorities: where we are legally required to share information with regulatory bodies, law enforcement, or other public authorities.
All processors engaged by us are required to handle your personal data securely, only in accordance with our instructions and applicable data protection laws.
International Transfers
We aim to keep your personal data within the United Kingdom and the European Economic Area where possible. If it becomes necessary to transfer data outside these regions, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or equivalent legal mechanisms, to protect your information.
Data Retention
We retain your personal data only for as long as is reasonably necessary to fulfil the purposes for which it was collected, including to meet legal, accounting, or reporting requirements.
Enquiry and quote information: typically retained for a limited period to respond to follow-up questions and manage prospective bookings.
Customer and booking records: retained for a defined period after completion of services to handle any queries, follow-up work, complaints, or legal obligations such as tax and financial record-keeping.
Communication records and complaints: retained for as long as necessary to manage and evidence our communications and to improve our services.
When data is no longer required, it will be securely deleted or anonymised so that it can no longer be associated with an identified individual.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These may be subject to certain conditions and exemptions. Your rights include:
Right of access: you can request confirmation that we process your personal data and obtain a copy of the data we hold about you.
Right to rectification: you can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.
Right to erasure: in certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected.
Right to restriction: you can request that we restrict the processing of your personal data in certain situations, for example while we verify the accuracy of your data or consider an objection you have raised.
Right to object: you can object to our processing of your personal data where we are relying on legitimate interests, including any direct marketing activities, and we will consider your request in line with legal requirements.
Right to data portability: where processing is based on consent or contract and carried out by automated means, you can request that certain personal data be provided to you in a structured, commonly used, machine-readable format or transferred to another controller where technically feasible.
Right to withdraw consent: where we rely on your consent for specific processing, you can withdraw that consent at any time. This will not affect the lawfulness of any processing carried out before consent was withdrawn.
Security of Your Data
We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration, or disclosure. These measures include restricting access to personal data to staff and service providers who need it to perform their duties, using secure systems, and periodically reviewing our security practices.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we provide. Any updates will apply from the date they are published. We encourage you to review this Privacy Policy periodically to stay informed about how we handle your personal information.
Contact and Complaints
If you have questions about this Privacy Policy or how we process your personal data, or if you wish to exercise any of your data protection rights, you can contact us using the usual communication channels you use for our services.
You also have the right to lodge a complaint with the relevant data protection supervisory authority if you are concerned about how your personal data is being handled. We would encourage you to contact us first so that we have the opportunity to address your concerns directly.
