Privacy Policy - Man With Van Hackney

This Privacy Policy explains how Man With Van Hackney collects, uses, stores, shares, and protects personal data. It applies to all Man With Van Hackney customers in the area, including anyone who requests a quote, books a service, receives a service, or communicates with us in connection with our moving and transport 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. This policy is designed to help you understand what information we process, why we process it, and what rights you have over your information.

1. Data We Collect

We may collect and process different types of personal data depending on how you interact with us. The information we collect may include:

Identity details such as your name and, where relevant, the name of your business or organisation.
Contact details such as your address, email address, and telephone number.
Booking details including the date of your move, service preferences, item descriptions, and access information.
Payment information such as transaction records and billing details. We do not store more payment information than necessary for processing and record-keeping.
Service-related information including notes about your moving requirements, collection and delivery points, and instructions for the job.
Communications such as emails, messages, call notes, and any feedback or complaints you provide.
Technical data where applicable, such as basic device or usage information if you contact us through digital channels.
Special category data only if you choose to share it and only where it is necessary for a specific lawful purpose, such as accessibility requirements related to a move.

We only collect data that is relevant and necessary for providing our services, managing our business, and meeting legal obligations. We do not intentionally collect more personal data than we need.

2. How We Use Personal Data

We use personal data for a range of operational and legal purposes. These may include:

providing quotations and confirming bookings;
arranging and delivering removal or transport services;
communicating with you about your booking or service request;
processing payments and maintaining financial records;
handling customer service matters, including complaints and claims;
meeting legal, accounting, insurance, and regulatory obligations;
improving our services, processes, and customer experience;
protecting against fraud, misuse, and security risks;
keeping internal records and managing business administration.

We will only use your personal data where we have a valid legal reason to do so and where the use is compatible with the purpose for which the data was originally collected.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each purpose for which we process personal data. Depending on the circumstances, our lawful bases may include:

Performance of a Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, making bookings, carrying out a move, handling logistics, and managing customer communication connected to the service.

Legal Obligation

We may process personal data to comply with legal requirements, such as tax, accounting, record-keeping, insurance, and fraud prevention obligations.

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. These interests may include managing our business, improving service quality, responding to enquiries, preventing misuse, and maintaining secure records. When relying on legitimate interests, we consider the impact on your privacy and ensure appropriate safeguards are in place.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide optional information or agree to specific forms of communication. You may withdraw consent at any time, where consent is the lawful basis being used.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as data processors or, in some cases, independent controllers. These parties are only given access to the information they need to perform their functions and are required to protect your data.

Processors may include:

IT and hosting providers that support our systems and data storage;
payment service providers that process transactions;
accounting and bookkeeping providers that assist with financial administration;
communications providers that support phone, email, or messaging services;
professional advisers such as insurers, lawyers, or auditors where necessary;
subcontractors or operational partners who help deliver the service you requested.

Where processors are used, we aim to ensure that appropriate contractual and security safeguards are in place. We do not sell your personal data. We also do not permit processors to use your data for their own unrelated purposes.

5. Data Retention

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

Booking and service records are usually retained for a period that allows us to manage customer history, disputes, and follow-up matters.
Financial records may be kept for the period required by tax and accounting law.
Communication records may be kept for as long as needed to manage enquiries, complaints, and service quality.
Data that is no longer needed is securely deleted or anonymised.

We review retention needs regularly to ensure personal data is not held for longer than necessary. Where data is retained for legal reasons, access remains limited and appropriate safeguards are applied.

6. Security of Your Data

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting data access to those who need it for legitimate business purposes.

Although we work to protect your data, no system can be guaranteed completely secure. If a personal data incident occurs, we will respond in line with our legal obligations and take reasonable steps to reduce any risk to your rights and freedoms.

7. Your Rights

As a data subject, you have several rights under the UK GDPR. Subject to legal conditions and exemptions, these rights may 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 – you can ask us to delete your data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to data portability – you can request certain data in a structured, commonly used format, where applicable.
Right to object – you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

You also have the right to raise concerns with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will only do so where suitable safeguards are in place and where the transfer complies with applicable data protection law. This may include the use of approved contractual protections or transfers to jurisdictions recognised as providing adequate protection.

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 incidentally provided in connection with a service request and only where necessary. If we become aware that we have collected data from a child without proper justification, we will take appropriate steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or operational practices. When we make changes, we will revise the policy so that it remains current and transparent. We encourage customers to review it periodically to stay informed about how we protect personal data.

11. Summary of Our Approach

Man With Van Hackney processes personal data only when necessary, only for clear and lawful purposes, and only for as long as needed. We aim to maintain a responsible balance between delivering reliable moving services and respecting your privacy. Your trust matters to us, and we are committed to protecting your information in a way that is lawful, secure, and transparent.