Privacy Policy - Man And Van Pentonville

This Privacy Policy explains how Man And Van Pentonville collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Pentonville customers in the area, including anyone who requests, books, receives, or enquires about our removal, delivery, packing, loading, unloading, or related services. We are committed to handling personal data 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 We Are

For the purposes of data protection law, Man And Van Pentonville is the data controller of the personal data described in this policy. This means we determine the purposes and means of processing personal information connected with our services. We take appropriate steps to ensure that personal data is used only for legitimate business purposes and is protected against unauthorised access, loss, misuse, or disclosure.

2. Personal Data We Collect

We collect only the data that is necessary for providing and managing our services. Depending on your interaction with us, we may collect the following categories of information:

Identity data such as your name, title, and any business or organisation name.
Contact data such as your address, email address, and telephone number.
Service details such as moving dates, pickup and delivery locations, access information, inventory details, and special handling requirements.
Payment data such as billing details and transaction records. We do not store full card details where payment is processed securely by a third-party provider.
Communication data such as messages, enquiries, complaints, instructions, and feedback.
Technical and usage data such as basic device, browser, and log information if you interact with our digital systems.
Special category data only where strictly necessary and where you voluntarily provide it, for example information needed to make reasonable adjustments or access arrangements. We minimise such processing and apply additional safeguards.

We generally collect data directly from you when you make an enquiry, request a quote, place a booking, provide instructions, or communicate with us during the service. In some cases, data may be provided by a third party acting on your behalf, such as a family member, employer, landlord, estate agent, or business representative.

3. How We Use Your Personal Data

We use personal data for clear and specific purposes related to our services. These include:

providing quotes and processing bookings;
planning and delivering removals and related services;
confirming service details, timings, and access requirements;
communicating about changes, issues, delays, or customer support matters;
processing payments, refunds, and accounting records;
responding to complaints, claims, or disputes;
improving our operations, training, and service quality;
meeting legal, tax, insurance, and regulatory obligations;
protecting against fraud, misuse, or unlawful activity.

We will not use your data for purposes that are incompatible with the reasons for which it was collected unless we have a lawful basis to do so and, where required, have informed you accordingly.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of processing. Man And Van Pentonville relies on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you, or to take steps at your request before entering into a contract. This includes managing quotes, bookings, service delivery, payment processing, and customer support.

Legal Obligation

We may process data where necessary to comply with legal obligations, such as tax record-keeping, accounting duties, insurance requirements, and compliance with transport or business regulations.

Legitimate Interests

We may process data based on our legitimate interests, provided your rights and interests do not override those interests. Examples include managing our business efficiently, preventing fraud, resolving disputes, maintaining service records, and improving customer experience. Where we rely on legitimate interests, we consider the impact on your privacy and apply safeguards.

Consent

In limited circumstances, we may rely on your consent, especially for optional processing or where special category data is involved and no other lawful basis applies. If we rely on consent, you may withdraw it at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the operation of our business and the performance of services. These parties act either as processors or, in some cases, independent controllers. We only share the minimum information needed and require appropriate safeguards.

Our processors may include:

Payment providers that handle secure transaction processing;
IT and cloud service providers that store or support business systems;
Accounting and bookkeeping providers that assist with financial records;
Customer communication tools used to manage messages and service updates;
Professional advisers such as lawyers, insurers, or auditors where necessary;
Subcontractors or service partners involved in delivering the requested service.

All processors are required to act under written instructions, keep data secure, and process personal information only for the purposes we specify. We do not sell personal data.

We may also disclose data if required by law, court order, or a lawful request from public authorities. If a business transfer or restructuring occurs, personal data may be transferred as part of that process, subject to appropriate protections.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including for legal, accounting, insurance, and dispute-resolution purposes. Retention periods depend on the type of data and the reason for holding it.

Booking and service records are retained for a reasonable period after completion of the service.
Financial and tax records are retained for the period required by law.
Complaints, claims, and dispute records may be retained longer where needed to establish, exercise, or defend legal claims.
Marketing or consent-based records are retained until you withdraw consent or the data is no longer needed.

When data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention practices. We regularly review the data we hold to ensure it is not kept longer than necessary.

7. Data Security

We use appropriate technical and organisational measures to protect personal data. These measures are designed to reduce the risk of accidental loss, unauthorised access, alteration, or disclosure. Such measures may include access controls, secure storage, staff confidentiality expectations, and the careful selection of processors.

While we take data protection seriously, no system can be guaranteed to be entirely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will respond in accordance with legal requirements and take steps to address the issue.

8. Your Rights

As a data subject under UK GDPR, you have a number of rights regarding your personal data. These rights may be subject to legal limits and exemptions, but we will always assess your request carefully and respond appropriately.

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may request correction of inaccurate or incomplete data.
Right to erasure – in certain circumstances, you may request deletion of your data.
Right to restrict processing – you may ask us to limit how we use your data in specific situations.
Right to data portability – where applicable, you may request your data in a structured, commonly used format.
Right to object – you may 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.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to respond within the statutory timeframe. If we cannot comply fully with your request, we will explain the reason, where permitted by law.

9. Automated Decision-Making

Man And Van Pentonville does not use automated decision-making or profiling in a way that produces legal effects or similarly significant effects on customers. If this changes in the future, we will update this policy and ensure that appropriate information and safeguards are provided.

10. International Transfers

Where any processor or service provider stores or accesses data outside the United Kingdom, we will ensure that suitable safeguards are in place before any transfer occurs. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under applicable data protection law.

11. Children’s Data

Our services are generally intended for adults arranging moving or transport services. We do not knowingly collect personal data from children unless it is necessary for a specific service arrangement and provided by an adult with authority to do so. If we become aware that we have collected data in error, we will take appropriate steps to delete it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how personal data is handled.

13. Summary of Our Commitment

Man And Van Pentonville is committed to treating personal data with care, transparency, and respect. We collect only what we need, use it for lawful and specified purposes, keep it only as long as necessary, and share it only with trusted processors or where the law requires it. We also recognise and support your rights under data protection law. This policy applies to all Man And Van Pentonville customers in the area and is intended to provide a clear explanation of how we manage personal information in connection with our services.