Privacy Policy - Man And Van Brentcross

This Privacy Policy explains how Man And Van Brentcross collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man And Van Brentcross customers in the Brentcross area, including anyone who enquires about, books, receives, or otherwise uses our moving and van 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 Brentcross acts as the data controller in relation to personal data collected from customers, prospective customers, suppliers, and other individuals who interact with our services. This means we decide how and why personal data is used and are responsible for ensuring that it is processed properly.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing business operations, and meeting legal obligations. The type of information we may collect includes:

Identity details: name, title, and any other identifying information you provide.
Contact details: address, email address, and phone number.
Service information: moving addresses, inventory details, access notes, property information, and delivery instructions.
Payment and billing details: transaction records, invoice information, and payment status.
Communication records: enquiries, complaints, feedback, and any correspondence with us.
Technical and usage data: limited information collected through our systems such as device identifiers, log records, or service timestamps, where relevant.
Special category data: we do not intentionally collect sensitive personal data unless it is necessary and you choose to provide it, for example where access needs or health-related considerations affect a move.

We may receive data directly from you, from someone acting on your behalf, or from third parties involved in arranging or supporting the service, such as landlords, property managers, or payment providers, where appropriate.

3. How We Use Personal Data

We use personal data only for defined and legitimate purposes. These include:

providing moving, loading, transport, and delivery services;
preparing quotes, confirming bookings, and managing scheduling;
communicating with you about service arrangements or changes;
processing payments, invoices, refunds, and accounting records;
handling customer support requests, claims, and complaints;
maintaining internal records and business administration;
meeting legal, regulatory, and insurance requirements;
protecting our business, staff, customers, and property from fraud, misuse, or security incidents.

We do not sell your personal data. We also do not use it for unrelated purposes unless we have a lawful basis to do so and we have informed you where required.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for processing your personal data. Depending on the situation, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes managing enquiries, confirming bookings, arranging collections and deliveries, and completing services you have requested.

Legal Obligation

We may process and retain certain records to comply with legal duties, including tax rules, accounting requirements, insurance obligations, and lawful requests from authorities.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. Examples include improving our operations, maintaining service quality, preventing fraud, managing business risk, and ensuring network or system security.

Consent

In limited circumstances, we may rely on your consent, for example where you choose to provide optional information that is not required for service delivery. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

Vital Interests

In rare situations, we may process data to protect someone’s vital interests, such as in an emergency affecting health or safety.

5. Sharing and Processors

We may share personal data with trusted third parties where necessary to provide our services, run our business, or comply with the law. These third parties act either as independent controllers or as processors acting on our instructions.

Examples of processors may include:

IT and cloud service providers that support our data storage, email, and scheduling systems;
accounting and bookkeeping providers;
payment processing services;
customer management or booking system providers;
professional advisers, such as legal or insurance advisers, where needed.

Where we use processors, we ensure they are bound by contract to process personal data only on our instructions, to keep it secure, and to comply with data protection law.

We may also disclose data to:

courts, regulators, law enforcement bodies, or government authorities when required;
insurers, claims handlers, or dispute resolution services;
other parties involved in a move, such as building management or access-controlled sites, where necessary for the service.

Any sharing is limited to what is necessary and appropriate for the purpose.

6. Data Retention

We keep personal data only for as long as it is needed for the purpose it was collected, or as required by law. Retention periods depend on the nature of the data and the purpose of processing. In general:

booking and service records are kept for a reasonable period after completion in case of queries, complaints, or claims;
financial and tax records are retained for the period required by law;
communications may be retained for customer service, legal, or business record purposes;
where data is no longer needed, it is securely deleted, anonymised, or disposed of.

We review retention regularly to ensure data is not kept longer than necessary. When retention ends, the data is removed securely.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our internal processes. While no system can be guaranteed completely secure, we work to reduce risks and respond appropriately to any suspected security incident.

8. International Transfers

Where personal data is transferred outside the UK, we will ensure that suitable safeguards are in place to protect it in accordance with data protection law. Such safeguards may include adequacy regulations or approved contractual protections.

9. Your Rights

As a data subject, you have a number of rights in relation to your personal data, subject to certain conditions and exemptions under the law. These rights 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 restrict processing: to ask us to limit how we use your data in certain situations.
Right to data portability: to request that we provide certain data in a structured, commonly used format.
Right to object: to 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.

To exercise these rights, you may make a request using the appropriate channels available to you. We may need to verify your identity before responding. We will respond within the time limits required by law, usually within one month, unless the request is complex.

Important: some rights may not apply in all circumstances, such as where we must keep data for legal compliance or where an exemption applies.

10. Complaints

If you have concerns about how we handle personal data, you should raise them through the available customer complaint process so we can review and address the issue. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been violated.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is incidental to providing a service arranged by an adult customer and only where necessary. If we become aware that we have collected data unlawfully, we will take steps to delete it or otherwise handle it in line with legal requirements.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or business operations. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

13. Scope of This Policy

This Privacy Policy applies to all personal data processed in connection with Man And Van Brentcross services in the Brentcross area. By using our services, making an enquiry, or providing information to us, you acknowledge that your personal data may be processed as described in this policy and in accordance with applicable law.

In summary: we process personal data responsibly, only when necessary, and with respect for your privacy rights. We aim to keep information accurate, secure, and retained only for as long as needed. Our approach is designed to balance efficient service delivery with robust data protection standards.