Privacy Policy - Man And Van Westham

This Privacy Policy explains how Man And Van Westham collects, uses, stores, shares, and protects personal data when providing moving, delivery, collection, and related transport services. It applies to all Man And Van Westham customers in area, including individuals who request quotes, book services, communicate with us, or receive goods moved on their behalf. We are committed to handling personal information in line with the UK GDPR and the Data Protection Act 2018, and to maintaining clear, fair, and lawful practices at every stage of our service.

1. Who this policy applies to

This policy applies to customers, prospective customers, business clients, household clients, and anyone whose personal data is processed in connection with our services. It also applies where we deal with third parties acting on behalf of a customer, such as landlords, property managers, estate agents, or authorised representatives, where relevant to the booking or completion of a move. If you provide information about another person, you should only do so if you have permission to share it.

2. Information we collect

We collect only the information needed to provide and manage our services. Depending on how you interact with us, this may include:

Identity details such as your name and title.
Contact information such as phone number, email address, and service address.
Booking and service details such as move dates, item descriptions, access notes, and service preferences.
Billing and payment information such as payment status, invoice details, and transaction references.
Communications including emails, call notes, text messages, and any feedback or complaints you send to us.
Technical information if you contact us through digital systems, such as basic device and usage data used for security and service improvement.
Special instructions relevant to the safe handling of items, including fragile, bulky, or high-value belongings.

We do not intentionally collect more data than is needed for operational, legal, or accounting purposes. We also avoid collecting special category data unless it is strictly necessary and there is a valid legal basis for doing so.

3. How we use personal data

We use personal data to manage enquiries, provide quotations, confirm bookings, plan and carry out removals, communicate about service updates, issue invoices, handle payments, respond to complaints, and meet legal obligations. We may also use your data to maintain internal records, improve service quality, train staff, prevent fraud, and protect our business, staff, and customers.

Where appropriate, we may use customer information to follow up on service issues or collect feedback. We only use data in ways that are compatible with the purpose for which it was collected, unless we have a lawful reason to do otherwise.

4. Lawful basis for processing

Under data protection law, we must have a lawful basis for processing personal data. We rely on the following bases depending on the situation:

Contract – when processing is necessary to provide a quote, confirm a booking, perform a move, or complete related services.
Legal obligation – when we must keep records for tax, accounting, insurance, or other legal requirements.
Legitimate interests – when processing is necessary for the reasonable operation of our business, such as managing customer communication, improving services, ensuring security, and preventing misuse, provided that these interests do not override your rights.
Consent – where we rely on your permission for specific optional uses, such as certain forms of marketing or non-essential communications.

When we rely on legitimate interests, we carefully assess the impact on your privacy and only process data where it is reasonable and necessary. If consent is used, you may withdraw it at any time.

5. Sharing data with processors and other recipients

We may share personal data with trusted third parties who act as data processors or independent controllers, only where necessary and proportionate. Processors are organisations that process data on our behalf and under our instructions. These may include:

Payment providers who handle card or transfer transactions.
IT and cloud service providers who support secure storage, communication, and business systems.
Accounting or invoicing services that help manage financial records.
Insurance providers in connection with claims, liability, or incident handling.
Professional advisers such as legal or tax advisers where required.
Subcontractors or specialist carriers where needed to complete a booked service.

We require our processors to protect personal data, use it only for specified purposes, and implement appropriate security measures. We do not sell personal data. If disclosure is required by law, court order, or regulatory authority, we will limit the information shared to what is necessary.

6. Data retention

We keep personal data only for as long as needed for the purpose it was collected, and for any additional period required by law, insurance, tax, or contractual obligations. Retention periods vary depending on the type of information and the reason it is held. For example, booking and invoice records may be kept for several years to comply with accounting and dispute-resolution requirements.

When personal data is no longer needed, we delete it securely or anonymise it so that it can no longer identify you. Where data is stored in backup systems, it will be removed or overwritten in line with our retention processes.

7. International transfers

If any service provider stores or processes data outside the UK, we will only allow this where appropriate safeguards are in place. These may include adequacy decisions, standard contractual clauses, or equivalent protections recognised under UK data protection law. We will take reasonable steps to ensure your information remains protected wherever it is processed.

8. Security of your information

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to records on a need-to-know basis. While no system can be guaranteed completely secure, we aim to reduce risk through good practice and regular review.

9. Your rights

You have rights over your personal data under UK GDPR. Subject to legal conditions and exemptions, these may include:

Right of access – to request a copy of the personal data we hold about you.
Right to rectification – to ask us to correct inaccurate or incomplete data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain data in a structured, commonly used format where applicable.
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 consider your request in line with applicable law and respond within the required timeframe. You may be asked to provide information so we can verify your identity before acting on the request.

10. Complaints and supervisory authority

If you are unhappy with how your personal data has been handled, you should first raise the issue through our internal complaints process so we can try to resolve it fairly. You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our business practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their information is used.

By using our services, requesting a quotation, or providing information to us, you acknowledge that your personal data may be processed in accordance with this Privacy Policy.