Privacy Policy – Man With Van Customhouse

This Privacy Policy explains how Man With Van Customhouse collects, uses, stores, shares, and protects personal data in connection with our moving, removals, transport, and related services. It applies to all Man With Van Customhouse customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise interacts with our business.

We are committed to handling personal information in a lawful, fair, and transparent way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is intended to help you understand what data we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your personal data.

1. Who We Are

Man With Van Customhouse is a service provider offering local transport and moving assistance. In the context of data protection law, we act as the data controller for personal data we collect and use for our own business purposes. This means we decide how and why your data is processed when you engage with our services.

2. Personal Data We Collect

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

Identity information such as your name and title.
Contact details including telephone number, email address, and service address.
Booking and service information such as moving date, item list, access details, floor level, and special handling requirements.
Payment information such as payment status, billing details, and transaction references. We do not need to keep full card data if payments are handled by a secure payment provider.
Communication records including emails, messages, call notes, quotes, complaints, and feedback.
Technical information where applicable, such as basic device or usage data collected through our website systems, security logs, or booking forms.
Special instructions you provide about access, parking, fragility of items, or timing constraints.

We do not intentionally collect unnecessary personal data. We only request information that is relevant to providing safe, accurate, and efficient moving services.

3. How We Collect Your Data

We may collect personal data directly from you when you:

request a quote or make a booking;
communicate with us by phone, email, or messaging;
provide instructions before, during, or after a service;
submit a complaint, review, or enquiry;
make a payment or request an invoice.

We may also receive data from third parties where necessary, for example from a person booking on your behalf, a business customer arranging a move, or a payment service provider confirming that a transaction has been completed.

4. Why We Use Your Data

We process personal data for the following purposes:

to provide quotes and manage bookings;
to plan and deliver removal and transport services;
to communicate with you before, during, and after the service;
to process payments and maintain accounting records;
to manage complaints, claims, and customer support;
to improve our operations, training, and service quality;
to meet legal, regulatory, tax, and insurance obligations;
to protect our business, staff, and customers from fraud or misuse.

We only use your data in ways that are compatible with the purpose for which it was collected, unless we have a valid legal reason to use it differently.

5. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. We rely on the following lawful bases:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, delivering services, and handling payment administration.

Legal Obligation

We process some data to comply with legal requirements, including tax law, accounting obligations, insurance requirements, and lawful record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your interests and rights do not override those interests. This includes improving our services, maintaining operational records, protecting against fraud, and handling internal administration. When we rely on this basis, we assess the impact on your privacy and take steps to limit any unnecessary intrusion.

Consent

In limited situations, we may rely on your consent, for example where you choose to receive specific types of optional communication. If we rely on consent, you can withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

6. How We Share Personal Data

We may share personal data with trusted third-party service providers, also known as processors, who help us run our business. These may include:

payment processing providers;
accounting or bookkeeping providers;
IT, hosting, or software providers used for scheduling, communications, or data storage;
customer support and administrative service providers;
insurance providers, where required for claims or risk management;
professional advisers such as accountants or legal advisers.

These processors only handle your data on our instructions and are required to keep it secure and confidential. We do not sell personal data. We do not share data with unrelated third parties unless we are legally required to do so or you have asked us to do so.

In some cases, we may also disclose data to public authorities, regulators, or courts where required by law.

7. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including to satisfy legal, accounting, tax, and insurance requirements. Retention periods depend on the type of information and the reason it was processed.

Booking and service records are generally retained for a reasonable period after completion to manage enquiries, service follow-up, and disputes.
Financial records are retained for the period required by law.
Complaint and claim records may be retained longer where needed to defend or resolve a legal issue.
Enquiry records that do not lead to a booking may be retained for a shorter period to manage business administration.

When data is no longer required, we will delete it securely or anonymise it so it can no longer identify you.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures are designed to be proportionate to the nature of the data we hold and the risks involved. While no system can be guaranteed completely secure, we take reasonable steps to safeguard your information.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. 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 ask us to delete 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.
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 also have the right to complain to the relevant data protection authority if you believe your data has been mishandled. We encourage you to raise any concerns with us first so we can try to resolve the issue promptly.

10. Third-Party Processors and Transfers

Where we use processors, we make sure appropriate contracts are in place to protect your data and to ensure it is processed only according to our instructions. If any service provider stores or processes data outside the UK, we will take steps to ensure an adequate level of protection in line with applicable law.

We aim to work with suppliers that maintain strong privacy, security, and compliance standards. Our relationships with processors are limited to what is necessary for service delivery and business administration.

11. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children except where it is incidentally included in service instructions or household arrangements. If we become aware that we have collected such data unlawfully, we will take appropriate steps to remove it.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data handling practices. Any updated version will apply from the date it is made available. We recommend reviewing this policy periodically to stay informed about how we protect your information.

13. Summary of Our Commitment

At Man With Van Customhouse, we treat your personal data with care and respect. We only collect information that is necessary, use it for clear and lawful purposes, keep it only as long as needed, and limit access to trusted processors that help us operate our business. We apply this policy to all Man With Van Customhouse customers in the area, and we remain committed to protecting your privacy in a transparent and responsible way.