Privacy Policy - Man And Van Waterloo

This Privacy Policy applies to all Man And Van Waterloo customers in the Waterloo area. It explains how we collect, use, store, share, and protect personal data when you request, book, or receive our moving and van services. We are committed to handling personal information in a lawful, fair, and transparent manner in line 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 who use our services in Waterloo, including domestic customers, business customers, and anyone who contacts us to make an enquiry, request a quote, arrange a booking, or provide feedback. It also applies to individuals whose personal data we may receive in connection with a booking, such as household members, authorised representatives, and recipients of delivered items.

2. Personal data we collect

We collect only the information that is necessary to provide our services and manage our relationship with customers. Depending on the service requested, this may include:

Identity data such as your name and, where relevant, the name of a business or organisation.
Contact data such as address details, telephone numbers, and email addresses.
Service information such as moving dates, item descriptions, access details, property type, and service preferences.
Billing and payment data such as invoice details, payment status, and transaction records.
Communication data such as messages, booking notes, complaint details, and any feedback you provide.
Technical and usage data if you interact with our digital systems, including logs, device information, and basic analytics used to improve security and service performance.

We do not intentionally collect special category personal data unless it is necessary and you have chosen to provide it, for example if it appears in instructions relating to access or vulnerability considerations. If such information is received, we handle it with additional care and only where there is a lawful basis to do so.

3. How we use your personal data

We use your personal data for the following purposes:

to provide quotes, confirm bookings, and deliver moving and van services;
to manage scheduling, routing, job planning, and customer instructions;
to process payments, issue invoices, and maintain financial records;
to communicate with you about your booking, service updates, or service changes;
to handle complaints, claims, and service-related queries;
to maintain accurate records and demonstrate compliance with legal obligations;
to improve our services, train staff, and protect the security of our operations;
to prevent fraud, misuse, and unlawful activity.

We only use personal data where the use is compatible with the purpose for which it was collected, or where the law permits a new purpose that is not incompatible with the original one.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for each processing activity. We rely 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 preparing quotations, taking bookings, completing the move, managing payments, and providing customer support related to the service.

Legal obligation

We process some data where we are required to do so by law. This may include accounting records, tax records, insurance-related documentation, or data needed to respond to lawful requests from authorities.

Legitimate interests

We may process personal data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. Examples include service administration, internal record keeping, quality monitoring, fraud prevention, and improving our operations. When we rely on legitimate interests, we consider the impact on your privacy and limit the processing to what is necessary.

Consent

In limited cases, we may ask for your consent, for example where you voluntarily provide information not required for the service or where consent is specifically needed by law. If we rely on consent, you can withdraw it at any time.

5. Data sharing and processors

We may share personal data with trusted third parties who act as processors on our behalf. These parties only process data according to our instructions and are required to keep it secure and confidential. Typical processors may include:

IT and hosting providers that support our systems and data storage;
payment service providers that process transactions securely;
accounting, bookkeeping, and invoicing services;
customer communication or administrative software providers;
professional advisers such as insurers, lawyers, or auditors where needed;
subcontractors or operational partners assisting with specific parts of a booking.

We may also disclose personal data where required by law, to protect our legal rights, or in connection with a dispute, claim, or investigation. We do not sell personal data.

6. International transfers

Where any processor or system provider stores or accesses data outside the UK, we take appropriate steps to ensure an adequate level of protection. This may include relying on recognised transfer mechanisms and using contractual safeguards designed to protect your data.

7. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, record keeping, resolving disputes, and meeting legal or accounting requirements. Retention periods depend on the type of data and the reason for holding it.

In general:

booking and service records are retained for a period necessary to manage the job and any related follow-up;
financial and tax records are kept for the period required by law;
complaints, claims, and correspondence are retained for as long as needed to resolve the issue and defend legal claims;
data that is no longer required is securely deleted or anonymised.

We review retention regularly to ensure that personal data is not kept longer than necessary. When retention ends, records are removed from active systems and disposed of securely.

8. Security of your data

We use appropriate technical and organisational measures to protect personal data against loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access based on role. While no system can be guaranteed completely secure, we take data protection seriously and work to reduce risk wherever possible.

9. Your rights

Under UK data protection law, you have important rights in relation to your personal data. These rights may be subject to conditions and exceptions, but we will always consider your request carefully. Your rights include:

The right to be informed about how we use your data.
The right of access to request a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete information.
The right to erasure in certain circumstances, sometimes called the right to be forgotten.
The right to restrict processing in certain situations.
The right to data portability for data processed by automated means and based on consent or contract, where applicable.
The right to object to processing based on legitimate interests, including direct marketing where relevant.
Rights related to automated decision-making, if such processing is used.

If you wish to exercise any of these rights, we will respond within the timeframes required by law. We may need to verify your identity before acting on your request.

10. Children’s data

Our services are generally intended for adults arranging moving or van services. We do not knowingly collect personal data from children except where it is incidental to a booking, for example household information supplied by an adult customer. If we learn that data has been collected improperly, we will take steps to delete it where appropriate.

11. Complaints

If you have concerns about how your personal data is handled, you can raise them with us so that we can review the matter. You also have the right to make a complaint to the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review it periodically.

In summary, Man And Van Waterloo processes personal data lawfully, securely, and only for clear business and legal purposes, while respecting your rights and privacy at every stage.