Privacy Policy - Man And Van Manorhouse

This Privacy Policy explains how Man And Van Manorhouse collects, uses, stores, shares, and protects personal data in connection with its moving, delivery, and related services. It applies to all Man And Van Manorhouse customers in the area, including individuals, households, and businesses who use our services or communicate with us in relation to a booking, quotation, or completed job.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is designed to help you understand what information we collect, why we use it, how long we keep it, and what rights you have.

1. Personal Data We Collect

We collect only the information that is necessary to provide our services, manage our customer relationships, and meet our legal obligations. Depending on the nature of your enquiry or booking, we may collect the following categories of information:

Identity data such as your name and, where needed, business name.
Contact data such as your address, email address, and telephone number.
Booking and service data including collection and delivery addresses, moving dates, property access details, inventory descriptions, and special handling instructions.
Payment and transaction data such as payment status, invoice records, and billing details.
Communication data including messages, phone call notes, and correspondence related to quotes, complaints, claims, or service updates.
Technical data where relevant, such as IP address or device information if you interact with us through digital systems.
Claims and incident data if there is a damage report, dispute, or insurance-related matter.

We do not intentionally collect special category data unless it is necessary and you choose to provide it, or it is unavoidable in the course of a service request. If such data is received, it will be handled with appropriate care and only where lawful to do so.

2. How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes and arrange moving, transportation, and related services.
To confirm bookings, schedule jobs, and manage service delivery.
To communicate with you about your service, including updates, changes, and confirmations.
To process payments, issue invoices, and keep financial records.
To respond to questions, feedback, complaints, or claims.
To improve our operations, service quality, and customer experience.
To meet legal, tax, accounting, and insurance obligations.
To protect against fraud, misuse, or unlawful activity.

We only use your data for purposes that are compatible with the reason it was originally collected, unless we obtain your consent or are otherwise legally permitted to do so.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process your personal data. We rely on the following lawful bases depending on the context:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, confirming bookings, carrying out removals, and completing related services.

Legal Obligation

We may process and retain data where necessary to comply with legal duties, including tax, accounting, record-keeping, and insurance requirements.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where your rights do not override those interests. This may include managing business operations, preventing fraud, improving services, handling customer enquiries, and defending legal claims.

Consent

In limited situations, we may rely on your consent, for example where you voluntarily provide information that is not required for the service. Where consent is used, you may withdraw it at any time.

4. Data Sharing and Processors

We do not sell your personal data. However, we may share limited information with trusted third parties, known as processors, where necessary to deliver our services or operate our business. These may include:

Payment processors that handle secure payment transactions.
Accounting and bookkeeping providers that help us manage financial records and tax compliance.
IT and cloud service providers that store or support business systems, emails, and records.
Insurance providers or claims handlers where a damage or liability issue must be reviewed.
Professional advisers such as legal or financial advisers where needed for compliance or dispute resolution.
Subcontractors or operational partners involved in completing a service, only when necessary and subject to appropriate confidentiality and data protection obligations.

All processors are required to process personal data only on our instructions, to keep it secure, and to use it solely for the agreed purpose. Where data is shared, we take reasonable steps to ensure appropriate protection and data minimisation.

5. International Transfers

In some cases, service providers may store or process data outside the UK. If this occurs, we ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protections permitted under applicable law. Our aim is to ensure your data receives a level of protection that is essentially equivalent to that required in the UK.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purpose for which it was collected, including for legal, accounting, insurance, or reporting obligations. Retention periods may vary depending on the type of data and the reason for processing.

Customer and booking records are generally retained for a period needed to manage service delivery and resolve any queries.
Financial and invoice records are retained for the period required by tax and accounting law.
Claims, complaints, or dispute records may be kept longer where required to defend legal claims or satisfy insurance conditions.
Inactive enquiry data may be deleted after a reasonable period if no service is booked.

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

7. Data Security

We take appropriate technical and organisational measures to safeguard personal data from accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting data access to authorised personnel only.

While no system can be guaranteed to be completely secure, we work to protect your information to a standard appropriate to the risks involved.

8. Your Rights

Under data protection law, you have several rights in relation to your personal data. Subject to legal limits and conditions, these rights include:

The right to be informed about how your data is used.
The right of access to obtain a copy of the personal data we hold about you.
The right to rectification to correct inaccurate or incomplete data.
The right to erasure in certain circumstances, also known as the right to be forgotten.
The right to restrict processing in certain situations.
The right to object to processing based on legitimate interests or direct marketing.
The right to data portability where processing is based on consent or contract and carried out by automated means.
Rights related to automated decision-making, where applicable.

If you wish to exercise any of these rights, we will respond in accordance with applicable law and within the required time limits. We may need to verify your identity before taking action to protect your privacy.

9. Complaints

If you believe your data has been handled incorrectly, you have the right to raise a concern with the relevant data protection authority. In the UK, this is the Information Commissioner’s Office. We would appreciate the opportunity to address your concern first so that we can try to resolve it promptly and fairly.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or operational practices. Any updated version will apply from the date it is issued. We encourage you to review this policy periodically so that you remain informed about how we handle personal data.

11. Summary

Man And Van Manorhouse processes personal data only when necessary, using lawful bases such as contract, legal obligation, consent, and legitimate interests. Data is shared only with trusted processors, retained for appropriate periods, and protected with security measures. All customers in the area are covered by this policy, and you have clear rights over your personal data.

By using our services, you acknowledge that you have read and understood this Privacy Policy.