Privacy Policy - Man And Van Colliers Wood

This Privacy Policy explains how Man And Van Colliers Wood collects, uses, stores, shares, and protects personal data relating to customers, prospective customers, and other individuals in the Colliers Wood area. It applies to all Man And Van Colliers Wood customers in the area, including anyone who requests a quote, books a service, receives a removal or delivery, or communicates with us in connection with our moving and transport services.

1. Who We Are

Man And Van Colliers Wood provides man and van, removals, transport, collection, and delivery services. For the purposes of UK data protection law, we act as the data controller when we decide why and how personal data is processed. This means we are responsible for ensuring your information is handled lawfully, fairly, and transparently.

2. Personal Data We Collect

We only collect personal data that is necessary for delivering our services, managing enquiries, and meeting legal, operational, and security obligations. The type of data we may collect includes:

Identity details such as your name and title.
Contact details such as your email address, telephone number, and service address.
Service details such as item descriptions, property access information, preferred dates, and special handling requirements.
Payment-related information such as billing details and transaction records. We do not deliberately store more payment information than necessary for processing and record-keeping.
Communication records including emails, messages, booking notes, complaints, and feedback.
Operational information such as service history, driver or team allocation, and delivery completion details.
Technical data in limited cases, such as basic website or device information if you interact with digital systems used for enquiries or bookings.

We do not intentionally collect special category data unless it is strictly necessary and you have provided it in connection with a request that requires handling, such as access needs. Where such information is received, we apply additional safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

to provide quotations and manage booking requests;
to plan and carry out moving, collection, and delivery services;
to communicate with you before, during, and after a service;
to verify service details and manage customer accounts or records;
to process payments and maintain financial records;
to handle complaints, claims, or service issues;
to meet legal, tax, insurance, and regulatory obligations;
to protect our staff, vehicles, customers, and property;
to improve service quality and internal operations.

We process your data only where there is a valid and lawful reason to do so. We do not use personal data for unrelated purposes that would be unexpected or unfair.

4. Lawful Basis for Processing

Under the UK GDPR, we rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes taking bookings, arranging services, carrying out removals, and providing invoices or receipts.

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. This may include responding to enquiries, maintaining service records, preventing fraud, improving operations, and managing business security.

Legal Obligation

We may need to process and retain certain information to comply with legal and regulatory requirements, including tax, accounting, insurance, and transport-related obligations.

Consent

In limited cases, we may rely on your consent, for example where optional communications or non-essential processing requires it. If we ask for consent, you may withdraw it at any time, without affecting processing already carried out lawfully before withdrawal.

5. Sharing Your Information and Processors

We do not sell personal data. However, we may share information where necessary and appropriate for the running of our services. This may include trusted third parties acting as processors or, in some cases, independent controllers.

Examples of processors or service providers may include:

Payment processors who handle card or electronic payment transactions;
IT and cloud service providers who support secure storage, email, or booking systems;
Accounting or bookkeeping providers who assist with financial administration;
Customer communication tools used to send booking updates or service messages;
Professional advisers such as insurers, legal advisers, or auditors where required;
Subcontracted service providers where needed to complete a move or delivery.

Where we use processors, they are required to protect personal data, act only on our instructions, and implement appropriate technical and organisational security measures. We take reasonable steps to ensure that any third party handling your information does so in compliance with data protection law.

We may also disclose information where required by law, court order, lawful request from a public authority, or to protect the rights, safety, or property of our business, customers, staff, or the public.

6. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, or for as long as required by law. Retention periods vary depending on the type of record and the reason for processing.

Booking and service records may be retained for a reasonable period to manage administration, customer support, and any follow-up issues.
Financial and accounting records are usually retained for the period required by tax and accounting laws.
Correspondence and complaint records may be kept for as long as needed to resolve disputes and demonstrate how concerns were handled.
Technical and security records may be retained for a limited period to protect systems and investigate incidents.

When personal data is no longer required, we will delete, anonymise, or securely archive it in accordance with our retention practices. We do not keep data indefinitely.

7. Your Rights

Depending on the circumstances and the legal basis used, you have a number of rights under data protection law. These 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 information.
Right to erasure – to request deletion of your data in certain situations.
Right to restriction – to ask us to limit how we use your information in certain cases.
Right to object – to object to processing based on legitimate interests or direct marketing where applicable.
Right to data portability – to receive certain data in a structured, commonly used format where the law allows.
Right to withdraw consent – where processing relies on consent, you may withdraw it at any time.

In some situations, these rights may be limited by legal obligations or our legitimate need to retain records. If we cannot act on a request in full, we will explain why.

8. Data Security

We take appropriate steps to protect personal data against unauthorised access, accidental loss, destruction, or alteration. These measures may include access controls, secure storage, staff training, and careful handling of paper and electronic records. While no system can be guaranteed completely secure, we work to reduce risk and respond promptly if an incident occurs.

9. International Transfers

Where personal data is transferred outside the UK, we will only do so where appropriate safeguards are in place and the transfer complies with data protection law. This may include approved contractual protections or transfers to jurisdictions with adequate protection standards.

10. Children’s Data

Our services are aimed at adults and businesses. We do not knowingly collect personal data from children unless it is incidentally provided in connection with a service request or delivery. Where this occurs, we process it only as necessary and with appropriate care.

11. Changes to This Policy

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

12. How to Exercise Your Rights

If you wish to exercise any of your rights, raise a concern, or request more information about how your data is handled, you can make a request through the usual business channels used for service communication. We may need to verify your identity before responding in order to protect your information. We aim to respond within the time limits required by applicable law.

Man And Van Colliers Wood is committed to handling personal data lawfully, transparently, and respectfully. By using our services, you acknowledge that your information may be processed as described in this policy and in accordance with applicable data protection law.