Privacy Policy - Man With Van Hampton Wick

Man With Van Hampton Wick 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 we provide moving, delivery, and related transport services. It applies to all Man With Van Hampton Wick customers in area, including individuals, households, and business clients who use our services.

We aim to process personal data fairly, lawfully, and transparently in accordance with the UK GDPR and the Data Protection Act 2018. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have.

1. Data We Collect

We collect only the personal data necessary to deliver our services, manage our business, and meet legal obligations. Depending on the nature of your booking or enquiry, we may collect the following categories of information:

Identity details such as your name, title, and, where relevant, company name.
Contact details such as email address, telephone number, billing address, and service address.
Booking and service information including collection and delivery addresses, moving dates, property access details, item descriptions, and special handling instructions.
Payment information such as payment status, invoice details, and transaction references. We do not store card details unless a secure payment provider processes them on our behalf.
Communication records including emails, call notes, text messages, and messages sent through enquiry forms or other channels.
Technical data such as IP address, browser type, device information, and basic usage data if you interact with our digital systems.
Proof of identity or address where required for fraud prevention, security, or legal compliance.

We generally collect data directly from you when you request a quote, make a booking, provide delivery instructions, or contact us. In some cases, data may be provided by third parties, such as payment processors, business partners, or someone arranging a move on your behalf.

2. How We Use Your Data

We use personal data for the following purposes:

To respond to enquiries and provide quotes.
To arrange and carry out moving, transport, and related services.
To manage bookings, scheduling, and route planning.
To communicate with you about your service, including changes, confirmations, and updates.
To process payments, refunds, and invoices.
To handle complaints, disputes, and service issues.
To maintain records for accounting, tax, and legal compliance.
To improve our services, operations, and customer experience.
To protect our business, staff, customers, and property from fraud, misuse, or unlawful activity.

We only use your personal data where we have a valid reason to do so under data protection law.

3. Lawful Basis for Processing

Under the UK GDPR, we must have a lawful basis for processing personal data. Depending on the situation, we rely on one or more of the following lawful bases:

Contract

We process your data because it is necessary to perform a contract or to take steps at your request before entering into a contract. This includes managing bookings, carrying out removals, and communicating about the service you have requested.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. This may include administration, service improvement, fraud prevention, internal record-keeping, and handling customer queries.

Legal Obligation

We may process and retain certain data to comply with legal obligations, such as tax rules, accounting requirements, insurance obligations, or lawful requests from authorities.

Consent

In limited situations, we may rely on your consent, for example where it is required for optional communications or certain non-essential uses of data. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of processing before withdrawal.

4. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, or for as long as we are required to keep it by law. Retention periods depend on the type of information and the purpose of processing.

Customer and booking records are typically retained for a period necessary to manage service history, resolve disputes, and support administration.
Financial and accounting records are retained for the period required by tax and accounting laws.
Communication records are kept for a reasonable period to support service delivery and complaint handling.
Technical and security logs are retained for a limited time to monitor system performance and prevent misuse.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you. We review retention regularly to ensure we do not keep personal data longer than necessary.

5. Processors and Third Parties

We may share personal data with trusted third parties who process information on our behalf, known as processors. These parties are only allowed to use your data under our instructions and must protect it appropriately. Examples may include:

Payment service providers that process transactions securely.
Accounting or bookkeeping providers that support financial administration.
IT and cloud service providers that store or manage business systems.
Communication service providers that support email, phone, or messaging functions.
Professional advisers such as insurers, lawyers, or auditors where necessary.

We may also disclose information where required by law, to prevent fraud or crime, to protect our rights or the rights of others, or in connection with a business transfer or restructuring. When we use processors, we take steps to ensure that appropriate contractual and security safeguards are in place.

6. International Transfers

If any of our service providers store or process data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual clauses, to protect your personal data to a standard consistent with UK data protection requirements.

7. Data Security

We use reasonable technical and organisational measures to safeguard personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access to personal information on a need-to-know basis.

However, no system is completely secure. While we work to protect your information, we cannot guarantee absolute security. If a data incident occurs that is likely to pose a risk to your rights and freedoms, we will take appropriate steps in line with legal requirements.

8. Your Rights

As a data subject, you have a number of rights under data protection law. These rights may be subject to conditions and exemptions, but we will always consider and respond to your request appropriately.

Right of access – you can ask for a copy of the personal data we hold about you.
Right to rectification – you can request correction of inaccurate or incomplete information.
Right to erasure – you can ask us to delete your data in certain circumstances.
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 or direct marketing.
Right to data portability – you can request that certain data be provided to you or another controller in a structured format.
Right to withdraw consent – where processing is based on consent, you can withdraw it at any time.

You also have the right to complain to the relevant data protection authority if you believe your personal data has been handled unlawfully. We encourage you to raise any concerns with us first so that we can try to resolve them promptly.

9. Children’s Data

Our services are generally intended for adults arranging moving or transport services. We do not knowingly collect personal data from children except where it is incidental to a household move or required for a lawful service arrangement. If we become aware that we have collected child-related data without a valid reason, we will handle it in accordance with applicable legal requirements.

10. Changes to This Privacy Policy

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

11. Summary of Our Commitment

Man With Van Hampton Wick is dedicated to using personal information responsibly, securely, and only where necessary. We process data to provide reliable moving services, manage customer relationships, meet legal obligations, and protect legitimate business interests. We do not sell personal data. We keep it only for as long as needed, use processors carefully, and respect your rights under data protection law.

By using our services, you acknowledge that this Privacy Policy applies to you as one of our customers in the area and that we will handle your personal data in accordance with the principles set out above.