Privacy Policy - Man And Van Harrow

This Privacy Policy explains how Man And Van Harrow collects, uses, stores, shares, and protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And Van Harrow customers in the area, including individuals who request quotes, book services, communicate with us, or otherwise use our removal and transport services.

1. Introduction

We are committed to respecting your privacy and handling your personal data fairly, transparently, and securely. This policy applies to data collected when you interact with us in connection with house moves, office moves, item collection, loading, unloading, packing support, and other related services. We only collect data that is relevant and necessary for the provision and administration of our services.

Important: By using our services, you acknowledge that your personal data may be processed as described in this Privacy Policy. We encourage you to read it carefully.

2. Personal Data We Collect

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

Identity data such as your name and any business name you provide.
Contact data such as address details, email address, and telephone number.
Service information including details about the items to be moved, collection and delivery locations, access requirements, and service preferences.
Transaction data such as payment status, invoices, and service records.
Communication data including emails, messages, call notes, and records of enquiries or complaints.
Technical data where applicable, such as basic information from website forms or device information used to improve service operations.
Special category data only where strictly necessary and where you have voluntarily provided it, for example information about access needs or vulnerabilities relevant to carrying out a safe move. We will only process this data when permitted by law.

We do not seek to collect excessive information. We aim to ensure that the data we process is adequate, relevant, and limited to what is necessary for the purposes described below.

3. How We Collect Personal Data

We collect personal data directly from you when you:

request a quotation or estimate;
make a booking or provide instructions for a move;
communicate with us by phone, email, or messaging;
submit details needed for service planning, invoicing, or payment;
provide feedback, make a complaint, or request support.

We may also receive personal data from third parties where this is necessary to fulfil a service request, such as landlords, property managers, agents, business representatives, or payment service providers. Where appropriate, we will ensure such information is processed fairly and lawfully.

4. Lawful Basis for Processing

We will only process personal data when we have a lawful basis under UK GDPR. The main lawful bases we rely on are:

Contract – when processing is necessary to provide a quote, manage a booking, deliver services, process payment, or carry out pre-contract steps at your request.
Legal obligation – when we must retain or disclose information to comply with tax, accounting, fraud prevention, or other legal requirements.
Legitimate interests – when processing is necessary for our legitimate business interests, such as improving operations, maintaining records, handling enquiries, or protecting against misuse, provided your rights do not override those interests.
Consent – where we ask for your consent, for example in limited circumstances involving optional communications or special category data. You may withdraw consent at any time where it is the basis for processing.

If we process special category data, we will do so only where a condition under UK GDPR is met, such as your explicit consent or another lawful condition where applicable.

5. How We Use Your Data

We use personal data for the following purposes:

to provide moving and transport services;
to prepare quotations and confirm bookings;
to plan routes, assess job requirements, and ensure safe delivery;
to communicate with you regarding scheduling, access, and service updates;
to manage billing, payments, and record keeping;
to handle complaints, claims, and customer support matters;
to comply with legal and regulatory obligations;
to protect our business, staff, customers, and property;
to maintain and improve the quality of our services.

We will not use your personal data for purposes that are incompatible with those for which it was collected unless we have a lawful basis to do so.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, depending on the context. These may include:

accountants and bookkeepers for financial administration;
payment service providers for handling payments;
IT and cloud storage providers for secure data hosting and communications;
professional advisers such as lawyers or insurers where necessary;
subcontractors or service partners assisting with specific jobs, where required;
public authorities, regulators, or law enforcement where the law requires disclosure.

Where a third party processes data on our behalf, we require them to act only on our instructions, use appropriate security measures, and keep the information confidential. We do not allow processors to use your data for their own unrelated purposes.

7. Data Retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, or reporting obligations. Retention periods depend on the nature of the data and the reason for processing.

Quotation and booking records are usually retained for a reasonable period to manage service history, disputes, and follow-up matters.
Financial and invoice records are retained for the period required by tax and accounting laws.
Communication records may be kept to resolve complaints, evidence instructions, or improve service quality.
Where data is no longer needed, it is securely deleted, anonymised, or archived in line with our retention practices.

We review retained data periodically to ensure it is not kept longer than necessary. In some circumstances, we may retain records for longer if required for legal claims or regulatory purposes.

8. Data Security

We use reasonable technical and organisational measures to protect personal data from unauthorised access, accidental loss, alteration, disclosure, or destruction. These measures may include access controls, secure storage, limited personnel access, and careful handling of customer information.

While we strive to protect your data, no method of transmission or storage is completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will take appropriate action and, where required, notify the relevant authority and affected individuals.

9. Your Rights Under GDPR

You have the following rights in relation to your personal data, subject to legal limits and exceptions:

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 – you may request deletion of your data where there is no legal reason for us to keep it.
Right to restriction – you may request that processing be limited in certain circumstances.
Right to object – you may object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability – you may request transfer of certain data in a structured, commonly used format where legally available.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

To exercise your rights, you may make a request in line with our internal procedures. We may need to verify your identity before responding. We aim to respond within the time limits required by law.

9.1 Complaints

If you believe your data has been handled unfairly or unlawfully, you have the right to raise a concern with the relevant data protection authority. We encourage you to contact us first so that we can try to resolve the issue promptly and appropriately.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, operational practices, or service arrangements. Any revised version will apply from the date it is published or otherwise communicated. We recommend reviewing this policy periodically to stay informed about how your data is handled.

11. Scope of This Policy

This Privacy Policy applies to all customers of Man And Van Harrow within the area served by our business. It covers data processed in connection with our moving and transport services, customer support, administration, and related business operations. By engaging our services, you confirm that you understand how and why your personal data may be used under this policy.

Summary statement: We process personal data fairly, lawfully, and securely, using it only when necessary to provide services, meet legal duties, and protect our legitimate interests, while respecting your rights under GDPR.