Privacy Policy

Shepherds Bush Man and Van Privacy Policy

This Privacy Policy explains how Shepherds Bush Man and Van collects, uses, shares and protects personal data relating to our customers and prospective customers. It applies to all Shepherds Bush Man and Van customers and users of our services in the Shepherds Bush area and surrounding locations where we operate.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018. This policy sets out our data practices and your rights in relation to your personal data.

What Personal Data We Collect

We only collect personal data that we need to deliver our man and van, removals and related services. The types of personal data we may collect include:

Contact and identification data: name, address, pick-up and drop-off addresses, billing address, and similar details necessary to provide our services.

Communication data: information you provide when you contact us to request a quotation, make a booking, ask a question or submit feedback, including the content of messages and any information you choose to share.

Service and booking data: dates and times of bookings, description of items to be moved, access information for properties, special instructions, and records of services provided.

Payment-related data: information required to process payments such as payment status, amounts and dates. Where we use third-party payment processors, your full payment card details are handled by those processors and not stored by us.

Technical and usage data: limited technical information generated when you interact with our online presence, such as general device details, approximate location, and how you use our website or online forms, where applicable.

How We Collect Personal Data

We collect personal data in a number of ways, including:

Directly from you when you contact us by phone, in person or through online forms to request information, a quotation or make a booking.

Through follow-up communications during the planning and delivery of a job, including calls, messages and any photographs you choose to share to help us assess access or the nature of the items being moved.

From third parties where you have asked another person or business to arrange our services on your behalf, for example a landlord, letting agent or family member.

Automatically, in a limited way, when you use our website or digital services, through basic logging and similar tools that help us maintain and improve our services.

Lawful Basis for Processing

We only process your personal data where we have a valid lawful basis under data protection law. Depending on the context, we rely on the following lawful bases:

Contract: we process personal data where it is necessary to enter into or perform a contract with you for man and van or related services. This includes handling enquiries, confirming bookings, planning jobs, providing the service and managing payments.

Legal obligation: we may process and retain certain data to comply with legal or regulatory obligations, for example in relation to tax, accounting and record-keeping requirements.

Legitimate interests: we may process data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and interests. This may include improving our services, handling queries and complaints, managing scheduling and logistics, and protecting our business and customers from fraud or misuse.

Consent: in limited cases we may rely on your consent, for example for certain types of optional marketing communications. Where we rely on consent, you can withdraw it at any time.

How We Use Your Personal Data

We use personal data for the following purposes:

To provide quotes, respond to your requests and manage bookings for our man and van and related services.

To plan, schedule and carry out collections, deliveries and moves, including contacting you about access arrangements, timings and any issues on the day.

To manage payments, invoicing and accounting for our services.

To communicate with you about your service, including confirmations, updates and post-service follow-up where appropriate.

To handle and resolve complaints, queries or claims relating to our services.

To maintain business records, comply with legal obligations and protect our legal rights.

To improve our services, operations and customer experience, for example by analysing anonymised or aggregated information about the types of jobs we undertake.

Sharing and Use of Data Processors

We do not sell your personal data. However, we may share personal data with trusted third parties where necessary for the purposes set out in this policy, including:

Service partners and subcontractors who assist us in carrying out moves or related services, where they need the information to perform their role.

Payment processors that handle card and electronic transactions on our behalf. These providers process your payment data securely in accordance with contractual and legal requirements.

IT and administrative providers who help us manage bookings, communications, data storage, website hosting or similar functions as data processors. They are only permitted to use your data according to our instructions and must protect it appropriately.

Professional advisers such as insurers, accountants or legal advisers where necessary to manage our business, handle claims or comply with legal obligations.

Regulators, law enforcement or other authorities where we are legally required to share data, or where sharing is necessary to protect the rights, property or safety of our customers, staff or others.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, including to provide our services, comply with legal obligations and resolve disputes.

In general, we retain booking and service records, including related personal data, for a period that allows us to meet tax, accounting and business record requirements. After this period, we will securely delete or anonymise the data.

Where we hold data based on your consent, we will retain it until you withdraw your consent or it is no longer needed, whichever occurs first, unless a longer retention period is required by law.

We may keep anonymised or aggregated information that no longer identifies individuals for statistical, analytical or business planning purposes.

International Transfers

We aim to keep your personal data within the United Kingdom or the European Economic Area. If we ever need to transfer personal data to a country outside these areas, we will ensure that an adequate level of protection is in place in accordance with applicable data protection laws, for example by using standard contractual clauses or equivalent safeguards.

How We Protect Your Data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse or disclosure. These measures include limiting access to personal data to those who have a genuine business need to know and ensuring that staff and service providers are aware of their data protection responsibilities.

While we take reasonable steps to secure your data, no system can be completely secure. You should take care when sharing personal information and contact us if you believe your data may have been compromised in connection with our services.

Your Data Protection Rights

As a data subject, you have a number of rights under data protection law in relation to your personal data. These rights apply to all Shepherds Bush Man and Van customers in our service area, subject to certain limitations and exemptions. Your rights include:

Right of access: you can request confirmation of whether we process your personal data and obtain a copy of that data, along with information about how we use it.

Right to rectification: you can ask us to correct inaccurate or incomplete personal data we hold about you.

Right to erasure: in certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

Right to restriction of processing: you can ask us to restrict the use of your personal data in certain situations, for example while we are verifying accuracy or handling an objection.

Right to data portability: in some cases, you may request that we provide your personal data in a structured, commonly used and machine-readable format or transfer it to another controller, where this is technically feasible and based on consent or contract.

Right to object: you may object to our processing of your personal data where we are relying on legitimate interests, including any direct marketing based on such interests. We will stop processing unless we have compelling legitimate grounds or the processing is required for legal claims.

Rights in relation to automated decision-making: we do not carry out decisions based solely on automated processing that produce legal or similarly significant effects about you in the context of our services.

You also have the right to lodge a complaint with the UK supervisory authority for data protection if you are unhappy with how we handle your personal data. We encourage you to contact us first so we can try to resolve any concerns directly.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection best practice. Any updated version will apply to all Shepherds Bush Man and Van customers in our service area from the date it is made available. You should review this policy periodically to stay informed about how we handle your personal data.

Your continued use of our services after any changes to this Privacy Policy will be taken as your acknowledgement of the updated terms.