Privacy Policy - Man With Van Millwall

Man With Van Millwall is committed to protecting the privacy and personal data of all customers in the Millwall area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man With Van Millwall customers in the area, including individuals, households, landlords, tenants, and business clients who use our removal, transport, packing, storage coordination, and related services.

1. Who We Are

For the purposes of data protection law, Man With Van Millwall acts as the data controller when we decide why and how your personal data is processed. This means we are responsible for ensuring that your information is handled lawfully, fairly, and transparently. We only collect personal data that is necessary for providing our services, managing bookings, meeting legal obligations, and improving our customer experience.

2. Information We Collect

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

Identity details such as your name and title.
Contact details such as phone number and email address.
Address details such as pickup and delivery addresses, billing address, and any access instructions.
Booking information such as service dates, job notes, vehicle requirements, and moving inventory.
Payment information such as transaction records and invoice details. We do not store full card details unless this is required by our secure payment provider.
Communication records including emails, messages, call notes, and customer service correspondence.
Technical data such as basic website interaction data, if applicable, including device and browser information collected through standard security and analytics tools.
Special category data only where necessary and with appropriate safeguards, for example if you voluntarily provide information that affects access arrangements or service delivery.

We do not intentionally collect more personal data than is needed for the services we provide. Where possible, we encourage customers to avoid sharing sensitive information unless it is relevant to the job.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes and manage bookings.
To carry out moving, transport, and related services.
To communicate with you about your booking, timing, and service requirements.
To issue invoices, process payments, and maintain accounting records.
To deal with customer queries, complaints, and claims.
To maintain business records and comply with legal and regulatory duties.
To prevent fraud, misuse, and unlawful activity.
To improve our operations, planning, and service quality.

We only use your data for legitimate business purposes that are consistent with the reason it was collected. We will not use your personal data for unrelated purposes without informing you where required by law.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of your personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

We process your data when it is necessary to enter into or perform a contract with you. This includes providing a quote, confirming a booking, carrying out a move, and handling related service communications.

Legal Obligation

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

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your rights and freedoms do not override those interests. This can include business administration, service improvement, fraud prevention, customer support, and internal record management. We always consider whether such processing is proportionate and appropriate.

Consent

In limited circumstances, we may rely on your consent, for example where you choose to provide optional information or agree to receive certain communications. Where consent is used, you may withdraw it at any time.

5. Sharing Your Information and Processors

We do not sell your personal data. We may share it only where necessary and lawful, and only with trusted third parties who help us operate our business. These may include:

Payment processors who handle secure transactions.
Accounting and bookkeeping providers who support financial record-keeping.
IT and data storage providers who host or maintain business systems.
Communication service providers who help us send emails, messages, or booking updates.
Insurance providers and claims handlers where relevant to a service issue or legal claim.
Professional advisers such as lawyers, accountants, or auditors where necessary.
Subcontractors or operational partners who assist in fulfilling a booking under our instructions.

These third parties act as processors when they process personal data on our behalf, or as separate controllers where they determine their own purpose for processing. We require processors to handle data securely, only on our instructions, and in compliance with data protection law. Where required, appropriate data processing agreements are in place.

We may also disclose personal data if required by law, by a court order, or to protect the rights, property, or safety of our business, customers, or others.

6. Data Retention

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

Booking and service records are typically retained for a reasonable period to manage customer history, disputes, and repeat services.
Financial and accounting records are kept for the period required by tax and accounting law.
Correspondence and complaint records may be retained to evidence our communications and resolve any issues.
Insurance-related records may be retained for as long as needed to handle claims and legal obligations.

When data is no longer needed, we will securely delete, anonymise, or otherwise dispose of it in a safe manner. Retention is reviewed regularly to ensure that information is not kept longer than necessary.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited internal access, password protection, and staff awareness of confidentiality obligations. While no system can be guaranteed to be completely secure, we work to maintain a level of protection appropriate to the risks involved.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that suitable safeguards are in place as required by law. This may include using recognised transfer mechanisms and assessing whether the receiving country offers adequate protection.

9. Your Rights

Under the UK GDPR, you have several rights regarding your personal data. These rights may be subject to certain conditions or legal exemptions.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can request correction of inaccurate or incomplete data.
Right to erasure – you can ask us to delete your data where there is a valid legal basis to do so.
Right to restrict processing – you can request that we limit how your data is used in certain circumstances.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request your data in a portable format where the law applies.
Right to withdraw consent – where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with legal requirements and within the applicable timeframes. We may need to verify your identity before acting on your request to protect your information.

10. Complaints

If you have concerns about how your personal data is handled, we encourage you to raise them with us first so that we can address the issue. You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) if you believe your data protection rights have been infringed.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. Any revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

By using Man With Van Millwall services, you acknowledge that your personal data will be processed in accordance with this Privacy Policy. This policy is intended to be clear, transparent, and compliant with applicable data protection laws for all customers in the Millwall area.