Privacy Policy - Man And Van Archway

Man And Van Archway is committed to protecting the privacy and personal data of all customers, prospective customers, website visitors, and anyone else whose information we process in connection with our services. This Privacy Policy explains how we collect, use, store, share, and protect personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This policy applies to all Man And Van Archway customers in the area. By using our services, making an enquiry, or otherwise providing us with personal information, you acknowledge that your data may be processed in accordance with this policy.

1. Who We Are

For the purposes of data protection law, Man And Van Archway acts as the data controller for the personal data we collect and use in relation to our moving, delivery, transport, and related services. This means we decide why and how your personal data is processed.

2. Personal Data We Collect

We only collect personal data that is necessary for the provision, administration, and improvement of our services. The types of information we may collect include:

Identity information such as your name, and where relevant, business name.
Contact information such as phone number and email address.
Service details including collection and delivery addresses, property access notes, moving date, inventory information, and service preferences.
Billing and payment information needed to process transactions, issue invoices, and confirm payments.
Communication records including emails, messages, call notes, and any feedback or complaints you provide.
Technical information where applicable, such as device or browser data if you interact with our digital systems.
Special category data only where strictly necessary and lawfully permitted, for example if you voluntarily tell us information that is relevant to service access or safety. We do not intentionally seek unnecessary sensitive data.

We do not collect more information than we need. Where possible, we minimise the data we process and avoid retaining unnecessary records.

3. How We Collect Your Data

We may collect personal data when you:

Request a quote or make an enquiry;
Book or use our services;
Communicate with us by phone, email, or message;
Provide information during a move or delivery;
Submit feedback, a complaint, or a review;
Engage with our administrative or payment processes;
Interact with our systems where technical information is generated.

We may also receive data from third parties where necessary to complete a service, such as a client, landlord, estate agent, business partner, or payment processor. In each case, we handle the data in accordance with applicable law.

4. Lawful Basis for Processing

We only process personal data when we have a valid lawful basis under the UK GDPR. Depending on the context, we may rely on one or more of the following bases:

4.1 Performance of a Contract

We process your data where it is necessary to provide a quote, arrange a booking, carry out a removal or delivery, manage payment, and fulfil our obligations under a contract with you.

4.2 Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests do not override your rights and freedoms. This may include:

Managing enquiries and customer support;
Keeping records of services provided;
Improving our operations and service quality;
Preventing fraud or misuse;
Handling disputes and enforcing our legal rights.

4.3 Legal Obligation

We may process and retain certain data to comply with legal and regulatory obligations, including tax, accounting, insurance, and record-keeping requirements.

4.4 Consent

In limited situations, we may rely on your consent, for example where you have explicitly agreed to a specific optional use of your data. Where consent is used, you may withdraw it at any time.

5. How We Use Personal Data

We may use personal data for the following purposes:

To provide quotations and manage bookings;
To deliver moving, transport, and related services;
To communicate with you before, during, and after a service;
To process payments and maintain financial records;
To respond to queries, complaints, and requests;
To improve our services and customer experience;
To maintain business records and comply with legal obligations;
To protect against unlawful activity and ensure operational security.

We will only use your data for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose and the law allows this.

6. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to operate our business and deliver services. These parties may act as processors or, in some cases, independent controllers. We require appropriate safeguards and only share what is necessary.

Examples of processors and service providers may include:

Payment processors that handle card or electronic payments;
Accounting and bookkeeping providers that support invoicing and tax compliance;
IT and hosting providers that support data storage, email, and system maintenance;
Administrative support providers that help manage bookings or records;
Professional advisers such as insurers, auditors, or legal advisers where necessary;
Subcontractors or operational partners involved in delivering the requested service.

We may also disclose information where required by law, court order, regulatory request, or to protect our rights, property, staff, or customers.

We do not sell your personal data. Any sharing is limited, lawful, and necessary for legitimate business or legal purposes.

7. International Transfers

If any of our processors store or access data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or standard contractual protections, so that your personal data remains protected.

8. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, and reporting requirements.

Retention periods may vary depending on the type of information and the reason for processing. In general:

Customer and booking records are kept for the duration of the service relationship and a reasonable period afterwards for administration, support, and dispute handling;
Financial and tax records are retained for the period required by law;
Communication records are retained as needed to manage enquiries, complaints, or contractual matters;
Unused enquiry data may be deleted after a reasonable period if no booking is made, unless we need to keep it for legal reasons.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention procedures.

9. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access, secure storage, staff confidentiality obligations, and careful management of third-party systems.

While no system can be guaranteed completely secure, we take reasonable and proportionate steps to protect the information we hold.

10. Your Rights

Under data protection law, you have several rights regarding your personal data. These rights may be subject to legal limits and exemptions, but we will always respond to requests fairly and transparently.

Right of access – you can request a copy of the personal data we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete data.
Right to erasure – you can request deletion of your data in certain circumstances.
Right to restriction – you can ask us to limit processing in specific situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can request transfer of certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will review your request and respond within the timeframe required by law. We may need to verify your identity before acting on the request.

11. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is incidentally provided as part of a lawful service arrangement and only to the extent necessary.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational requirements. Any updated version will apply from the date it is made effective. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

13. Complaints

If you believe your data has been handled improperly, you may raise a complaint with us. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or the relevant data protection authority in the UK. We encourage you to contact us first so that we can try to resolve any concern promptly and fairly.

Summary of our commitment: We process personal data lawfully, fairly, and transparently; we collect only what is necessary; we retain it only as long as needed; we share it only with trusted processors where appropriate; and we respect your rights under data protection law. This Privacy Policy applies to all Man And Van Archway customers in the area.