Privacy Policy - Man And Van Queensbury

This Privacy Policy explains how Man And Van Queensbury collects, uses, stores, and protects personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And Van Queensbury customers in the area, including individuals and businesses who enquire about, book, or receive our moving, delivery, loading, unloading, packing, and related services.

We are committed to handling personal information fairly, lawfully, and transparently. We only collect data that is necessary for providing our services, managing customer relationships, meeting legal obligations, and improving the quality and safety of our operations. We do not use personal data in ways that are incompatible with these purposes.

1. Data We Collect

We may collect and process the following categories of personal data:

Identity details such as your name and, where needed, the name of a business or property manager.
Contact details such as your telephone number and email address.
Service information including move dates, collection and delivery addresses, access details, property type, item descriptions, and service preferences.
Billing and payment information such as payment records, invoice details, and transaction references.
Communication records including messages, phone call notes, and booking confirmations.
Operational data such as work orders, scheduling details, and records of completed services.
Special instructions that may be relevant to a move, for example fragile items, parking restrictions, or entry requirements.

In some cases, we may also process limited information about third parties, such as the names and contact details of landlords, building managers, or recipients of items, where this is necessary for service delivery. If you provide us with information about another person, you should ensure that you have the authority to do so.

We do not seek to collect excessive data. Where possible, we rely on information directly provided by you. We may also receive data from third parties involved in the service, such as payment providers, booking systems, or subcontracted operational partners.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings, scheduling, and service delivery.
To communicate with you about your move or delivery.
To prepare invoices, process payments, and maintain financial records.
To protect our staff, vehicles, and equipment, and to support safe working practices.
To resolve complaints, disputes, and service-related issues.
To comply with legal, tax, insurance, and accounting obligations.
To improve our services, processes, and customer experience.

We only process data where it is necessary and proportionate for a legitimate business purpose. Man And Van Queensbury does not sell personal data to third parties.

3. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for each type of processing. 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 taking bookings, arranging services, carrying out removals, and handling payment or invoicing matters linked to your service.

Legal Obligation

We process certain information to comply with legal obligations, including tax rules, accounting requirements, insurance responsibilities, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This can include managing our business operations, improving services, preventing fraud, protecting property, and maintaining service records.

Consent

Where consent is required, we will ask for it clearly and separately. This may apply in limited cases, such as optional marketing communication or the use of certain non-essential data. You may withdraw consent at any time, without affecting the lawfulness of processing carried out before withdrawal.

4. Retention of Personal Data

We retain personal data only for as long as necessary for the purpose for which it was collected, unless a longer period is required by law. Retention periods depend on the type of data and the reason for processing.

As a general approach:

Booking and service records are retained for as long as needed to manage the contract and any follow-up issues.
Financial and invoice records are retained for the period required under tax and accounting law.
Communication records are kept for a reasonable period to support customer service and dispute resolution.
Legal and claims-related records may be kept longer where required for insurance, compliance, or legal defence.

Once data is no longer needed, we will securely delete it, anonymise it, or otherwise dispose of it in a safe manner. We take care not to retain personal data indefinitely without a valid reason.

5. Processors and Data Sharing

We may share personal data with trusted processors and service providers who help us operate our business. These parties act on our instructions and are only permitted to process data for the agreed purpose. Examples may include:

Payment processing providers
Accounting and bookkeeping services
IT and cloud storage providers
Booking, scheduling, or communications platforms
Subcontracted operational partners assisting with service delivery
Professional advisers such as insurers, auditors, or legal advisers

We require processors to keep personal data secure and to use appropriate technical and organisational measures. Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place in accordance with data protection law.

We may also disclose personal data where necessary to comply with the law, enforce our legal rights, protect our staff or customers, or respond to lawful requests from public authorities.

6. Data Security

We use reasonable physical, administrative, and technical safeguards to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, staff confidentiality expectations, and restricted sharing of information on a need-to-know basis.

While we work hard to protect your data, no system can be guaranteed to be completely secure. If a personal data breach occurs and it is legally required, we will act promptly and take appropriate steps to assess and reduce risk.

7. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply depending on the legal basis and the circumstances of processing.

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete data.
Right to erasure – in some circumstances, you may request deletion of your data.
Right to restriction – you may ask us to limit how we use your data in certain situations.
Right to object – you may object to processing based on legitimate interests or direct marketing.
Right to data portability – you may request that certain data be provided in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with data protection law. We may need to verify your identity before acting on a request. In some cases, legal obligations may mean we cannot fully comply with a request, but we will explain the reasons clearly.

8. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is provided incidentally in the course of a service, such as family household details that are relevant to a move. If we become aware that we have collected data unlawfully, we will take appropriate steps to delete it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any revised version will apply from the date it is made available. We encourage customers to review this policy periodically so they remain informed about how personal data is handled.

10. Scope of This Policy

This Privacy Policy applies to all Man And Van Queensbury customers in area and covers personal data collected in connection with quotes, bookings, removals, deliveries, and related services. By using our services, you acknowledge that your personal information may be processed as described in this policy and in accordance with applicable data protection laws.

Last updated: This policy is provided for general information and privacy compliance purposes.