Privacy Policy - Man With Van Manorhouse

Man With Van Manorhouse is committed to protecting the privacy and personal data of all customers in our service area. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our services. It applies to all Man With Van Manorhouse customers in the area, including individuals, households, and business clients who contact us, request a quote, book a move, or otherwise engage our services.

1. Who We Are

For the purposes of data protection law, Man With Van Manorhouse acts as a data controller for the personal information we collect and use in connection with our moving and transport services. This means we determine why and how your personal data is processed, in line with the UK GDPR and the Data Protection Act 2018.

2. Information We Collect

We only collect personal data that is necessary to provide our services, manage our business, and meet our legal obligations. The information we may collect includes:

Identity details: name, title, and, where relevant, business name
Contact details: address, email address, and telephone number
Service details: pickup and delivery addresses, moving dates, item descriptions, access requirements, and instructions
Payment information: billing details and payment status
Communication records: emails, messages, call notes, and service-related correspondence
Technical information: limited device or browsing data if you use our online forms or digital services
Complaint and claim information: details you provide if you raise a concern or insurance-related matter

We do not intentionally collect special category data unless you choose to provide it to us for a specific reason, and only where there is a lawful basis to do so. Please avoid sharing sensitive information unless it is relevant to the service.

3. How We Use Your Data

We use your personal data for the following purposes:

To provide quotes and confirm bookings
To plan and carry out removals, deliveries, and transport services
To communicate with you about your booking or service updates
To invoice you, process payments, and manage accounts
To handle complaints, disputes, or claims
To maintain records for accounting, insurance, and legal compliance
To improve our services, operations, and customer experience
To prevent fraud, misuse, or unlawful activity

We only process data in ways that are fair, necessary, and proportionate to the service provided.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each type of processing. Depending on the situation, we rely on the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, managing bookings, completing moves, issuing invoices, and dealing with service-related communications.

Legal Obligation

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

Legitimate Interests

We may use personal data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. Examples include service improvement, record management, fraud prevention, and responding to customer enquiries.

Consent

In limited cases, we may rely on your consent, for example where it is needed for optional communications or to process information you voluntarily provide that is not otherwise necessary for the service. Where we rely on consent, you may withdraw it at any time.

5. Sharing Your Personal Data

We do not sell your personal information. We may share data with trusted third parties only where necessary and appropriate for the operation of our business. These may include:

Payment providers: to process invoices and payments
Accountants and auditors: for financial reporting and compliance
Insurance providers and claims handlers: where a claim or incident requires assessment
IT and system providers: who support email, storage, scheduling, or customer administration tools
Professional advisers: including legal advisers where necessary
Authorities or regulators: when required by law or lawful request

All processors and service providers are required to handle your information securely and only on our instructions. We take steps to ensure that any sharing is limited to what is necessary for the task.

6. Data Processors

Where we use third-party service providers to process personal data on our behalf, they act as processors. We ensure that appropriate data processing terms are in place with each processor. These terms require them to:

Process data only for specified purposes
Keep data confidential and secure
Implement appropriate technical and organisational safeguards
Assist us in meeting our GDPR obligations where relevant
Delete or return data when it is no longer needed

We remain responsible for ensuring that processors are used in a lawful and careful manner.

7. Retention of Personal Data

We retain personal data only for as long as necessary for the purpose for which it was collected, or as required by law. Retention periods may vary depending on the type of data and the nature of the relationship. In general:

Quotation and booking records: kept for a reasonable period to manage enquiries, disputes, and service history
Invoice and accounting records: kept for the period required by tax and accounting law
Complaint and claims records: kept for as long as needed to resolve issues and meet legal obligations
General correspondence: kept only as long as necessary for administration and customer service

When data is no longer needed, we will securely delete it or anonymise it so that it can no longer identify you.

8. Data Security

We use appropriate security measures to protect personal data from unauthorised access, loss, misuse, or disclosure. These measures may include password protection, access restrictions, secure storage, staff training, and careful control of third-party access. While no system is completely risk-free, we take data protection seriously and continually review our practices.

9. International Transfers

Where personal data is transferred outside the UK, we will only do so where suitable safeguards are in place and where the transfer complies with data protection law. This may include using approved contractual safeguards or ensuring the recipient is in a jurisdiction with adequate protections.

10. Your Rights

Under GDPR, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and legal conditions. They include:

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 data
Right to erasure: you can ask us to delete your data in certain situations
Right to restriction: you can ask us to limit how we use your data in certain situations
Right to object: you can object to processing based on legitimate interests
Right to data portability: you can request 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 respond in accordance with applicable data protection law. We may need to verify your identity before dealing with your request.

11. Complaints

If you are concerned about how we handle your personal data, you have the right to raise a complaint with the relevant data protection authority. We would, however, appreciate the opportunity to resolve your concerns first so that we can address the issue directly and promptly.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or our data handling practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically to stay informed about how your information is handled.

13. Summary of Our Commitment

Man With Van Manorhouse respects your privacy and is committed to handling personal data lawfully, fairly, and transparently. We collect only what we need, use it for clear purposes, keep it only as long as necessary, and ensure that any third parties acting for us do so securely and under contract. We also recognise and support your rights under GDPR. This policy applies to all Man With Van Manorhouse customers in area and is intended to give you a clear understanding of how your personal information is used.