Privacy Policy - Man And Van Brent

This Privacy Policy explains how Man And Van Brent collects, uses, stores, and shares personal data when providing moving, removal, and transport-related services. It applies to all Man And Van Brent customers in the area, including individuals, households, landlords, tenants, and business clients who request quotes, make bookings, or otherwise interact with our services.

We are committed to handling personal information in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy is designed to help customers understand what information is collected, why it is collected, how long it is kept, and what rights individuals have regarding their personal data.

1. Information We Collect

We collect only the information necessary to provide our services effectively, manage bookings, communicate with customers, and meet legal or operational requirements. The types of personal data we may collect include:

Identity details such as your name or business name.
Contact details such as telephone number and email address.
Service address information including pick-up and delivery locations, access notes, and relevant property details.
Booking information such as move date, service type, item list, and special handling requirements.
Payment and invoicing information including billing details and transaction records.
Communications such as messages, calls, requests, feedback, complaints, or service updates.
Technical information if you contact us electronically, including basic device or system information used to process enquiries.

In some cases, we may also process information that is relevant to carrying out a move safely and efficiently, such as details about large or fragile items, parking restrictions, or access requirements. We do not intentionally collect special category data unless you choose to provide it and it is necessary for the service requested.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and assess service requirements.
To confirm and manage bookings.
To plan routes, allocate resources, and complete removals or deliveries.
To communicate with customers about scheduling, access, delays, or changes.
To issue invoices, process payments, and maintain accounting records.
To handle complaints, claims, or disputes.
To improve service quality, training, and business operations.
To comply with legal, tax, insurance, and regulatory obligations.

We use a data minimisation approach, meaning we only process information that is relevant and necessary for the purpose it was collected for. We also take steps to ensure that the data used remains accurate and up to date where appropriate.

3. Lawful Basis for Processing

Under data protection law, we must have a lawful basis before processing personal data. Depending on the situation, Man And Van Brent relies on one or more of the following lawful bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, managing a booking, carrying out the move, and handling payment or service-related communications.

Legal Obligation

We may process and retain certain records because we are required to do so by law, such as records for tax, accounting, insurance, or compliance purposes.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include improving service delivery, preventing fraud, managing operational records, and responding to customer enquiries or complaints.

Consent

In limited situations, we may rely on your consent, for example where you explicitly agree to receive optional marketing communications. Where consent is used, you have the right to withdraw it at any time.

4. Sharing and Processors

We do not sell personal data. However, we may share it with trusted third parties where necessary to provide our services, meet legal requirements, or support business operations. These third parties act as processors or independent controllers depending on the relationship and purpose.

Processors may include:

Payment service providers who securely process payments and refunds.
Accounting and bookkeeping providers who help manage financial records.
IT and cloud storage providers who support secure data storage, communication, and system maintenance.
Customer communication tools used for scheduling, service updates, or record management.
Insurance providers where a claim or incident requires review.
Professional advisers such as legal, tax, or compliance consultants.

We require processors to protect personal data using appropriate technical and organisational measures. They may only use your data on our instructions and for the specific services they provide to us.

We may also share information with public authorities, law enforcement, or regulatory bodies if required by law or if necessary to protect our rights, customers, or the public.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. Retention periods may vary depending on the type of information and the reason it was collected.

Quote and enquiry records may be kept for a reasonable period to respond to follow-up questions or future bookings.
Booking and service records may be retained to support contract performance, complaints, or claims handling.
Financial records are kept for the duration required by tax and accounting law.
Complaint or dispute records may be held longer where necessary to defend legal claims or resolve issues.

When personal data is no longer required, we will securely delete, anonymise, or archive it in a manner that prevents unnecessary use or access.

6. Data Security

We implement appropriate security measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices.

Although no system can be guaranteed to be completely secure, we take reasonable steps to reduce risk and maintain the integrity and confidentiality of the data we process. We also expect any third-party processors we use to apply suitable security safeguards.

7. International Transfers

Where personal data is transferred outside the UK, we ensure that appropriate safeguards are in place as required by law. These safeguards may include approved contractual protections or transfers to jurisdictions recognised as providing adequate levels of data protection.

8. Your Rights

As a data subject, you have several rights regarding your personal data. These rights may be subject to legal limitations or exemptions, but we will always assess requests carefully and respond appropriately.

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 personal data in certain circumstances.
Right to restrict processing – You can ask us to limit how your data is used in certain situations.
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 structured, commonly used format where applicable.
Right to withdraw consent – Where processing is based on consent, you may withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data has been handled unlawfully or if you are dissatisfied with how we have addressed a concern.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or where provided by an adult customer. If we become aware that we have collected data from a child without appropriate justification, we will take steps to delete it where required.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it is published or made available. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

11. Summary of Key Principles

Man And Van Brent is committed to respecting privacy and protecting personal information. We collect data only when needed, use it for clear and lawful purposes, share it only with trusted processors or where required by law, and retain it only for as long as necessary. Customers in the area can exercise their rights under data protection law and expect their information to be handled with care, transparency, and accountability.

This Privacy Policy applies to all Man And Van Brent customers in the area and should be read as part of our commitment to responsible data protection practices.