Privacy Policy - Shepherdsbush Man And Van

This Privacy Policy explains how Shepherdsbush Man And Van collects, uses, stores, shares, and protects personal data when providing removal and transport services. It applies to all Shepherdsbush Man And Van customers in the area, including individuals, households, businesses, and anyone who makes an enquiry, books a service, or otherwise interacts with us in connection with our services.

1. Who We Are

Shepherdsbush Man And Van provides moving, delivery, and related transport services. For the purposes of data protection law, we act as a data controller when we determine the purposes and means of processing personal data. In some cases, we may also act as a data processor if we process information on behalf of another controller in connection with a service arrangement.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. We only collect data that is relevant to the services we provide and we take reasonable steps to keep that data secure.

2. Personal Data We Collect

We may collect different categories of personal data depending on how you use our services. This may include:

Identity details such as your name and title.
Contact details such as your telephone number and email address.
Service details such as pick-up and delivery addresses, property access information, inventory lists, and preferred dates or times.
Payment information such as payment confirmation, transaction references, and limited billing details.
Communication records such as correspondence, notes from calls, quote requests, and feedback.
Operational information such as job instructions, route planning details, and service preferences.
Complaint or claims information if you raise concerns about a service, loss, damage, or delay.
Technical information if you interact with us through digital means, such as basic device or usage information where necessary for security and service administration.

We do not seek to collect special category data unless it is strictly necessary and you voluntarily provide it, or unless the law permits or requires us to do so. If such information is shared with us, we will process it only where there is a valid lawful basis and appropriate safeguards.

3. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, manage, and deliver moving or transport services.
To confirm bookings, changes, and service instructions.
To process payments, invoices, and related administration.
To manage customer service matters, complaints, and claims.
To maintain records for accounting, tax, and legal compliance.
To improve our operations, service quality, and internal procedures.
To detect and prevent fraud, misuse, or security incidents.
To comply with legal obligations and regulatory requirements.

We only use your information where it is relevant and necessary for a clear business or legal purpose. We do not use personal data for unrelated purposes without informing you and ensuring that we have a valid legal basis.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under data protection law. Depending on the circumstances, these lawful bases may include:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotations, managing bookings, carrying out the moving service, and handling payment or service administration.

Legal Obligation

We may process personal data where necessary to comply with legal obligations, including record-keeping, tax compliance, accounting duties, and responding to lawful requests from authorities.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate interests, provided that your rights and freedoms do not override those interests. This may include improving our services, protecting our business, managing disputes, preventing fraud, and maintaining secure systems. Where we rely on legitimate interests, we consider whether the processing is proportionate and limited to what is needed.

Consent

In limited situations, we may rely on your consent, for example if you choose to provide optional information that is not required for the service. Where consent is used, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before consent was withdrawn.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to deliver our services or comply with the law. These parties may act as processors or independent controllers depending on their role. Processors are only permitted to process data on our instructions and are required to protect it appropriately.

Typical categories of processors or recipients may include:

Payment service providers who assist with transaction processing.
IT and system providers who support email, storage, scheduling, and administrative systems.
Accountants or professional advisers who support financial, tax, or legal compliance.
Subcontracted service providers where additional operational support is needed to complete a job.
Insurers and claims handlers where a complaint, incident, or insurance matter must be addressed.
Public authorities where disclosure is required by law or necessary to protect rights, property, or safety.

We require processors to use appropriate technical and organisational measures to safeguard personal data. Where personal data is transferred outside the UK, we will ensure that suitable legal safeguards are in place.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, or as required by law. Retention periods may vary depending on the type of data and the reason for processing. In general:

Enquiry and quotation records are retained for a period reasonably necessary to manage follow-up and business administration.
Booking, service, and transaction records are retained for contractual, accounting, and operational purposes.
Financial and tax-related records are retained for the period required by applicable law.
Complaint, dispute, and claims records may be retained for as long as needed to resolve the issue and protect our legal position.

When personal data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. In some circumstances, we may keep data for a longer period if required for legal claims, regulatory investigations, or other lawful reasons.

7. Security of Personal Data

We use reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, secure storage, confidentiality practices, and restricted use of data on a need-to-know basis.

Although we take appropriate steps to protect information, no system can be guaranteed to be completely secure. If a personal data breach occurs that is likely to result in a risk to your rights and freedoms, we will act in accordance with our legal obligations, which may include notifying the relevant supervisory authority and affected individuals where required.

8. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 personal data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain situations.
Right to data portability – to request certain data in a structured, commonly used format where applicable.
Right to object – to object to processing based on legitimate interests or direct marketing, where applicable.
Right to withdraw consent – where processing relies on consent.

These rights are not absolute and may be subject to legal exceptions. If you exercise a right, we may need to verify your identity before responding. We will respond within the time limits required by law and explain any decision if we cannot comply fully with your request.

9. Children’s Data

Our services are intended for adults and organisations arranging moving or transport services. We do not knowingly collect personal data from children except where it is incidentally included in service-related communications or records and only where necessary to provide the service or comply with legal obligations.

10. Changes to This Privacy 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 made available. We encourage you to review this policy periodically so that you remain informed about how your personal data is handled.

11. Contact and Complaints

If you have questions about how your personal data is used, or if you wish to exercise your rights, you may raise your concern through the appropriate service channels used for your booking or enquiry. You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe your personal data has been handled unlawfully.

Shepherdsbush Man And Van is committed to respecting your privacy and handling information responsibly. We will always aim to process personal data in a way that is lawful, fair, transparent, and proportionate, and we will continue to review our practices to maintain compliance with applicable data protection laws.