Privacy Policy - Man And Van Colliers Wood

This Privacy Policy explains how Man And Van Colliers Wood collects, uses, stores, shares, and protects personal data when providing services to customers in the Colliers Wood area. It applies to all Man And Van Colliers Wood customers in the area, including individuals, households, landlords, tenants, and businesses that request or receive our services. We are committed to handling personal data in a lawful, fair, transparent, and secure 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 Colliers Wood provides moving, transport, delivery, loading, unloading, and related logistics services. In the course of delivering these services, we act as a data controller for personal information that we collect and determine how and why it is used. This means we are responsible for ensuring that your personal data is processed in line with applicable privacy laws and for respecting your rights as a data subject.

2. Information We Collect

We collect only the personal data that is necessary for arranging, delivering, improving, and managing our services. The information we may collect includes:

Identity details such as your name and, where relevant, the name of your company or organisation.
Contact details such as phone number, email address, billing address, and service address.
Service information including move dates, property access details, inventory notes, special handling requests, and parking or loading information.
Payment information such as payment status, transaction references, and limited billing records. We do not store full card details unless required by a secure payment provider.
Communication records including emails, messages, call notes, quotation requests, complaints, and feedback.
Technical data if you interact with digital systems used for bookings or communication, such as IP address, browser type, device identifiers, and usage logs.

We may also collect special category data only if you choose to provide it and only when it is necessary for a specific service need, such as mobility access requirements or health-related handling instructions. We do not seek this information unless it is relevant and appropriate to the service being delivered.

3. How We Use Your Data

Your personal data is used for the following purposes:

to provide quotations and manage bookings;
to plan, coordinate, and complete moving or transport services;
to contact you about schedules, access arrangements, delays, or changes;
to process payments, invoices, refunds, and account records;
to respond to enquiries, complaints, and customer support requests;
to maintain business records, improve service quality, and carry out internal administration;
to meet legal, tax, accounting, insurance, and regulatory obligations;
to prevent fraud, misuse, or unlawful activity;
to send important service-related messages that are necessary for the contract.

We do not use your personal information for unrelated purposes without informing you and, where required, obtaining an appropriate lawful basis.

4. Lawful Basis for Processing

We process personal data only where we have a lawful basis under the UK GDPR. Depending on the type of data and the purpose of processing, the lawful bases we rely on are:

Contract

We process your personal data where it is necessary to enter into or perform a contract with you. This includes providing quotations, confirming bookings, arranging moves, and completing the agreed service.

Legal Obligation

Some information must be processed to comply with legal obligations, such as tax records, accounting requirements, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your interests and fundamental rights do not override those interests. Examples include service improvement, fraud prevention, business administration, and keeping necessary internal records.

Consent

Where consent is required, for example for certain optional communications or for processing specific sensitive information, we will ask for your clear and informed permission. You may withdraw consent at any time, although 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 where necessary to operate our business and provide services. These third parties act as processors or, in some cases, independent controllers. We only share information when it is necessary, proportionate, and lawful.

Typical processors may include:

Payment processors that securely handle transactions and payment verification;
IT and cloud service providers that store data, manage communications, or support booking systems;
Accounting and bookkeeping providers that help with invoicing, tax, and financial records;
Customer communication tools used to send service updates or manage correspondence;
Insurance providers where claims or incident reports need to be assessed;
Legal, regulatory, or professional advisers where disclosure is required or appropriate.

We require processors to act only on our instructions, keep your data secure, and comply with data protection law. We do not sell personal data.

In limited circumstances, we may share personal data with public authorities, law enforcement bodies, or courts where we are legally required to do so or where disclosure is necessary to protect our rights, property, staff, customers, or the public.

6. International Transfers

If any service provider stores or processes data outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under data protection law.

7. Retention of Personal Data

We retain personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting obligations. The exact retention period depends on the nature of the data and the reason for processing.

As a general approach:

Booking and service records are kept for the period needed to administer the service and address any follow-up issues.
Financial and tax records are kept for the legally required period.
Communication records are retained for a reasonable time to manage queries, disputes, and customer support.
Incident, claim, or complaint records may be retained longer where necessary to resolve matters or defend legal claims.

When data is no longer needed, it is securely deleted, anonymised, or archived in accordance with our retention practices.

8. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and restricted information handling. While no system can be guaranteed to be completely secure, we regularly review our controls to maintain a high level of protection.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and the legal basis for processing. You have the right to:

Access the personal data we hold about you;
Rectify inaccurate or incomplete information;
Erase your data in certain situations;
Restrict how we process your data in some cases;
Object to processing based on legitimate interests;
Data portability for data processed by automated means under consent or contract, where applicable;
Withdraw consent at any time where processing relies on consent;
Lodge a complaint with the Information Commissioner’s Office if you believe your rights have been infringed.

We may need to verify your identity before responding to a request. We will respond within the time limits required by law and will explain any limitations that apply.

10. Marketing

We will only send marketing communications where permitted by law. If you have given consent or if we are otherwise allowed to contact you under applicable direct marketing rules, you may receive occasional service updates or relevant offers. You can object to marketing at any time, and we will respect your choice.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary in connection with a household move and only through an adult customer or authorised representative. If we become aware that we have collected data inappropriately, we will take steps to delete it or handle it lawfully.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date of publication. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

13. Summary of Our Commitments

Man And Van Colliers Wood is committed to processing personal data fairly, transparently, and securely. We collect only the information needed to provide our services, 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. We also respect your rights and aim to make it easy for customers in the Colliers Wood area to understand how their information is used.

By using our services, you acknowledge that your personal data may be processed in accordance with this Privacy Policy. If you do not agree with any part of this policy, you should contact us before providing personal data or using the service.