Privacy Policy - Man And Van Marylebone

This Privacy Policy explains how Man And Van Marylebone collects, uses, stores, shares, and protects personal data in connection with our moving, delivery, packing, and related transport services. It applies to all Man And Van Marylebone customers in the area, including individuals, households, landlords, tenants, and businesses that use our services. We are committed to handling personal data in a lawful, fair, and transparent manner and to respecting the rights of every data subject under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Marylebone provides man and van, removal, and transport services. In the context of this Privacy Policy, we act as a data controller for the personal data we collect and use for the purposes described below. This means we determine why and how your personal data is processed. Where we use third-party service providers to support our operations, those organisations may act as processors or, in some cases, independent controllers depending on the service they provide.

2. Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing customer relationships, meeting legal obligations, and operating our business efficiently. The data we may collect includes:

Identity information such as your name and title.
Contact information such as your address, email address, and telephone number.
Service details including pickup and delivery locations, service dates, inventory lists, access instructions, and special handling requirements.
Payment and billing information such as payment status, invoices, and transaction references.
Communication records including emails, messages, call notes, and service-related correspondence.
Technical data if you interact with our digital systems, such as IP address, device information, browser type, and usage logs.
Special instructions you provide that may relate to fragile items, building access, parking arrangements, or timing preferences.

We do not intentionally collect special category data unless you choose to provide it. If such information is shared with us by necessity, for example due to access requirements or service limitations, we will process it only where a lawful basis exists and with appropriate safeguards.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide and manage moving and transport services;
to prepare quotes, confirm bookings, and arrange service delivery;
to communicate with customers before, during, and after a move;
to process payments, issue invoices, and maintain financial records;
to handle complaints, queries, and service issues;
to maintain internal records and improve our operations;
to comply with tax, accounting, insurance, and other legal obligations;
to protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We will only use your personal data in ways that are compatible with the original purpose for which it was collected, unless we have a lawful basis to do otherwise.

4. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for processing personal data. We rely on the following bases where appropriate:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes booking a service, confirming details, completing the move, and managing associated customer communications.

Legal Obligation

We may process personal data to comply with legal requirements, including accounting rules, tax obligations, insurance purposes, and lawful record-keeping obligations.

Legitimate Interests

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

Consent

In limited situations, we may rely on your consent. Where consent is used, you have the right to withdraw it at any time. Withdrawal of consent will not affect the lawfulness of any processing carried out before it was withdrawn.

5. Data Sharing and Processors

We may share personal data with trusted third parties where necessary to deliver our services or run our business. These organisations may act as processors and will only process your data on our instructions and under contractual obligations to keep it secure and confidential. Examples may include:

payment service providers;
accounting and bookkeeping providers;
IT, hosting, and data storage providers;
customer management or booking system providers;
professional advisers such as legal or insurance advisers;
subcontracted movers or logistics partners engaged to fulfil a booking.

We may also disclose personal data where required by law, court order, regulatory request, or to protect our rights, customers, staff, or the public. If we transfer personal data outside the UK, we will ensure appropriate safeguards are in place as required by data protection law.

6. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, or reporting requirements. Retention periods vary depending on the nature of the data and the purpose of processing. For example, booking, invoice, and tax records may need to be kept for a longer period than general correspondence.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you. We regularly review the data we hold to ensure it is not kept for longer than necessary. This retention approach helps us remain compliant while minimising unnecessary storage of personal information.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and careful selection of processors. While no system can be guaranteed completely secure, we aim to use reasonable and industry-appropriate safeguards to protect the information we hold.

8. Your Rights

As a data subject, you have a number of rights under data protection law. These rights may apply depending on the circumstances and the legal basis for processing. They include:

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete data.
Right to erasure – you may request deletion of your data in certain situations.
Right to restriction – you may ask us to limit the way we use your data in certain circumstances.
Right to object – you may object to processing based on legitimate interests or direct marketing.
Right to data portability – you may request a structured copy of data you provided where processing is based on consent or contract and carried out by automated means.
Right to withdraw consent – where consent is the basis for processing, you can withdraw it at any time.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to raise any concerns with us first so that we can try to resolve the issue promptly and fairly.

9. Automated Decision-Making

We do not generally use fully automated decision-making that produces legal or similarly significant effects on customers. If this changes in the future, we will update this policy and provide the relevant information required by law.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data processing practices. Any updated version will apply from the date it is published. We recommend reviewing this policy periodically so you remain informed about how your personal data is handled.

11. Summary of Our Commitment

Man And Van Marylebone is committed to processing personal data lawfully, transparently, and securely. We collect only the information needed to provide reliable moving and transport services, retain it only for as long as necessary, and share it only with trusted processors or where required by law. We respect your rights and aim to ensure that all customers in the Marylebone area receive a professional service that is also compliant with data protection law.

Effective for all Man And Van Marylebone customers in the area.