Privacy Policy - Man And Van Ilford

This Privacy Policy explains how Man And Van Ilford collects, uses, stores, shares, and protects personal data in connection with the services we provide. It applies to all Man And Van Ilford customers in the area, including individuals who request quotations, book services, communicate with us, or otherwise interact with us in relation to removals, deliveries, transportation, and related support services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Ilford provides moving and transport services for customers in and around Ilford. In the context of data protection law, we act as a data controller when we decide why and how personal data is processed. This means we are responsible for ensuring that your information is used only for legitimate purposes and protected against unauthorised access, misuse, or loss.

2. Personal Data We Collect

We may collect and process different categories of personal data depending on how you use our services. The information we collect is limited to what is necessary for business, operational, and legal purposes.

Information you provide directly

Identity details such as your name
Contact details such as telephone number and email address
Service details including pickup and delivery addresses, moving dates, item descriptions, and access information
Payment-related information where needed for invoicing, billing, or payment processing
Communication records including messages, enquiry forms, and notes relating to your booking

Information collected automatically

When you contact us or use our services, we may also receive limited technical or operational data such as device details, time of communication, and internal service records. We only use this information to support service delivery, security, record-keeping, and performance monitoring.

Special category data

We do not intentionally collect special category data unless you choose to share it with us and it is necessary for a specific service requirement. Special category data may include information about health, disability, or other sensitive matters if relevant to safe handling, access arrangements, or support needs. If such data is processed, we apply extra safeguards and only do so where legally permitted.

3. How We Use Your Data

We use personal data for clear and legitimate purposes connected to our services. These uses may include:

Providing quotations and responding to enquiries
Managing bookings and delivering moving or transport services
Planning routes, access arrangements, and logistics
Processing payments, issuing invoices, and handling refunds where applicable
Communicating service updates, scheduling changes, and job-related notifications
Handling complaints, claims, and customer support requests
Meeting legal, accounting, tax, and insurance obligations
Protecting against fraud, misuse, and unauthorised activity
Improving our internal processes, service quality, and customer experience

We will not use your personal data for purposes that are incompatible with the reasons it was collected unless we have a valid legal basis to do so.

4. Lawful Basis for Processing

Under data protection law, we must have a lawful basis for each use of personal data. Depending on the context, we may rely on one or more of the following:

Contract

We process data when it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes quotations, booking management, moving arrangements, and service fulfilment.

Legal obligation

We may process personal data where needed to comply with legal requirements, including tax rules, accounting obligations, insurance matters, and lawful record retention.

Legitimate interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. Examples include business administration, customer communication, service improvement, fraud prevention, and maintaining accurate records.

Consent

In limited situations, we may rely on your consent, especially for optional communications or certain sensitive data uses. Where consent is used, you may withdraw it at any time, and this will not affect the lawfulness of processing carried out before withdrawal.

5. Data Sharing and Processors

We may share personal data with trusted third parties only where necessary for our business operations and always under appropriate safeguards. These third parties may act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes.

Examples of processors and service providers may include:

Payment processors used to complete transactions securely
Accounting and invoicing providers used for financial administration
IT and cloud service providers used for secure storage, communication, and system support
Customer management or scheduling tools used to organise bookings and service records
Professional advisers such as insurers, accountants, or legal advisers where required
Authorities or regulators where disclosure is required by law or necessary to protect rights and safety

Where processors are used, they are only permitted to handle data according to our instructions and must implement suitable security measures. We do not sell your personal data.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including service delivery, legal compliance, dispute resolution, and record-keeping. Retention periods depend on the type of data and the reason it is held.

Quotation and enquiry data may be retained for a reasonable period for follow-up, business administration, and audit purposes
Booking and transaction data may be retained for the duration of the service and thereafter as required for accounting, tax, and legal obligations
Communication records may be retained where needed to resolve questions, maintain service history, or handle complaints
Insurance or claim-related records may be retained for longer where necessary to defend or establish legal claims

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

7. Data Security

We take reasonable technical and organisational measures to protect personal data from accidental loss, unauthorised access, alteration, disclosure, or destruction. These measures may include access controls, secure storage practices, staff confidentiality expectations, and the use of reputable service providers. While no method of transmission or storage is completely risk-free, we work to maintain a level of security appropriate to the nature of the data we process.

8. Your Rights Under GDPR

You have important rights in relation to your personal data. These rights may apply in full or in part depending on the circumstances and legal exemptions.

Access

You may request a copy of the personal data we hold about you and information about how it is used.

Rectification

You may ask us to correct inaccurate or incomplete personal data.

Erasure

In certain situations, you may request deletion of your data, for example where it is no longer needed for the purpose collected.

Restriction

You may ask us to restrict processing in specific circumstances, such as while accuracy or lawful use is being reviewed.

Objection

You may object to processing based on legitimate interests, and we will consider whether our interests override your rights.

Data portability

Where applicable, you may request a copy of certain data in a structured, commonly used, machine-readable format.

Withdraw consent

If processing is based on consent, you may withdraw it at any time.

Man And Van Ilford will respond to valid rights requests in line with applicable legal requirements. We may need to verify your identity before acting on a request.

9. International Transfers

If any of our processors or service providers store or access data outside the UK, we will ensure appropriate safeguards are in place so that your information remains protected to a standard consistent with UK data protection law.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect legal, operational, or technical changes. Any updated version will apply from the date it is made available. We encourage customers to review it periodically so they remain informed about how their data is handled.

11. Scope of This Policy

This Privacy Policy applies to all Man And Van Ilford customers in the area and to anyone whose personal data is processed in connection with our services. By using our services, making an enquiry, or providing us with your details, you acknowledge that your information may be processed as described in this policy.

We are committed to treating personal data with care, transparency, and respect. Our aim is to use only the information necessary to provide a reliable, safe, and lawful service while protecting your privacy rights.