Privacy Policy – Man And Van Manorhouse

This Privacy Policy explains how Man And Van Manorhouse collects, uses, stores, shares, and protects personal data when providing removal, delivery, transport, and related moving services. It applies to all Man And Van Manorhouse customers in the area, including individuals, households, landlords, tenants, and business customers who use our services. We are committed to handling personal data fairly, lawfully, and transparently 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 Manorhouse is the data controller for the personal data we collect and use in connection with our services. This means we decide why and how your personal data is processed. We take privacy seriously and only collect information that is necessary to deliver our services, manage our business, and meet our legal obligations.

2. Personal Data We Collect

We collect different types of personal data depending on how you interact with us and the services you request. The data may include:

Identity details such as your name and title.
Contact details such as your address, email address, and telephone number.
Service details such as pickup and delivery locations, property access information, inventory notes, and moving dates.
Payment and billing details such as invoice information, payment status, and transaction records.
Communication records such as messages, call notes, estimates, complaints, and service feedback.
Operational information such as vehicle assignment, job notes, and scheduling details.
Website and technical data, if applicable, such as IP address, browser type, and cookies where permitted by your device settings and consent choices.

We do not intentionally collect special category data unless it is necessary and you choose to provide it. Special category data may include information about health, religion, ethnicity, or other sensitive matters. If such information is ever provided incidentally, we handle it with additional care and only where a lawful basis applies.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, book services, and carry out removals or deliveries.
To communicate with you about scheduling, access arrangements, and service updates.
To manage payments, invoices, and records of transactions.
To handle queries, complaints, and customer support requests.
To maintain business records, improve service quality, and manage our operations.
To comply with legal, accounting, and tax obligations.
To prevent fraud, protect our staff and property, and ensure security.

We only use your data for legitimate and specific purposes, and we do not use it in ways that are incompatible with those purposes.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis for every use of personal data. Depending on the circumstances, we rely on the following lawful bases:

Contract

We process your personal data when it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes preparing quotes, arranging bookings, and completing moving services.

Legal obligation

We process certain information to comply with legal duties, including tax, accounting, insurance, and record-keeping requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided that those interests are not overridden by your rights and freedoms. This may include managing bookings, improving services, maintaining security, and dealing with customer disputes.

Consent

In limited cases, we may rely on your consent, for example where it is required for optional communications or certain types of tracking technologies. Where consent is used, you can withdraw it at any time.

5. Data Sharing and Processors

We may share personal data with trusted third parties that help us operate our business. These third parties act as processors when they process data on our behalf, and they are only allowed to use your information according to our instructions and applicable law.

Examples of processors may include:

Payment service providers that handle card or electronic payments.
Accounting and bookkeeping providers that assist with financial records and tax compliance.
IT and cloud storage providers that support data storage, communications, or system maintenance.
Scheduling, dispatch, or customer management software providers used to organise services.
Professional advisers such as insurers, auditors, or legal advisers where necessary.

We may also share personal data with other third parties where required by law, to protect our rights, to prevent unlawful activity, or where necessary to complete the service requested by you. We do not sell your personal data.

6. International Transfers

Where data is transferred outside the UK, we ensure appropriate safeguards are in place. This may include the use of adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. We take steps to ensure your data remains protected to a standard consistent with UK GDPR.

7. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including any legal, accounting, or reporting requirements. Retention periods depend on the type of data and the purpose of processing.

Customer and booking records are typically retained for the duration needed to manage the service and resolve any related queries or disputes.
Financial and invoicing records are retained for the period required by tax and accounting laws.
Communication records may be kept for a reasonable period to support service quality, customer care, and dispute handling.
Technical or operational records are retained only as long as needed for security, functionality, or performance purposes.

When personal data is no longer needed, we delete it securely or anonymise it so it can no longer identify you. We review retention practices periodically to ensure data is not kept longer than necessary.

8. Your Rights

As a customer, you have a number of rights under data protection law. These rights may be exercised in certain circumstances and may be subject to legal limitations.

Right of access: You can ask for a copy of the personal data we hold about you.
Right to rectification: You can ask us to correct inaccurate or incomplete information.
Right to erasure: You can ask us to delete your data where there is no valid reason for keeping it.
Right to restrict processing: You can ask us to limit how we use your data in certain circumstances.
Right to data portability: You can ask for certain data to be provided to you or another organisation in a structured format.
Right to object: You can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: If we rely on consent, you can withdraw it at any time.

You also have the right to complain to the Information Commissioner’s Office if you are concerned about how your data has been handled. We encourage you to raise any privacy concerns with us first so we can try to resolve them promptly and fairly.

9. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted sharing on a need-to-know basis. While we work hard to protect your information, no system can be guaranteed to be completely secure.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect personal data from children unless it is necessary in connection with a customer’s move, such as where household details are involved and the data is provided by an adult customer. If we become aware that children’s data has been collected inappropriately, we will take steps to delete it or process it lawfully.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or service changes. Any revised version will apply from the date it is published. We encourage customers to review this policy periodically so they remain informed about how their data is used.

12. Summary of Our Commitment

Man And Van Manorhouse is committed to handling personal data with care, transparency, and respect. We collect only the information needed to provide our services, we process it on a valid lawful basis, we share it only with trusted processors or where required by law, and we retain it only for as long as necessary. This policy applies to all Man And Van Manorhouse customers in the area and is designed to protect your rights and privacy throughout your relationship with us.