Privacy Policy - Shepherds Bush Man And Van

This Privacy Policy explains how Shepherds Bush Man And Van collects, uses, stores, shares, and protects personal data in connection with its services. It applies to all Shepherds Bush Man And Van customers in the area, including people who request quotes, make bookings, receive removals or delivery services, or otherwise interact with us in relation to our services.

We are committed to handling personal data in a lawful, fair, and transparent way in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy explains 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. Information We Collect

We may collect personal data directly from you, automatically through our systems, or from third parties where permitted by law. The information we collect depends on the services you use and how you interact with us.

Information you provide

Identity details: name, title, and any business or company name.
Contact details: address, email address, telephone number, and moving location details.
Service information: booking details, move dates, inventory of items, access instructions, and service preferences.
Payment information: payment status, transaction references, billing information, and limited payment records.
Communication records: messages, emails, phone notes, complaints, and feedback.
Special instructions: any information you choose to give us to help us provide the service safely and efficiently.

Information we collect automatically

Technical data: device type, browser type, IP address, and usage data if you interact with our digital systems.
Service logs: records of calls, booking activity, timestamps, and operational notes.

Information from third parties

Referral details: information from estate agents, landlords, property managers, or business partners when they arrange or refer a service.
Verification or fraud prevention data: where needed to confirm identity, prevent misuse, or comply with legal obligations.

2. How We Use Personal Data

We use personal data only for specific and legitimate purposes. The main purposes for which we process data include:

providing quotations and managing bookings;
delivering removal, transport, lifting, loading, and related services;
communicating with you before, during, and after the service;
processing payments, deposits, refunds, and invoicing;
managing customer support, complaints, and service improvements;
maintaining business records and financial accounts;
protecting against fraud, misuse, damage, or unlawful activity;
meeting legal, tax, insurance, and regulatory requirements;
preparing anonymised or aggregated reports for operational planning.

We will not use your personal data for purposes that are incompatible with the reasons it was collected unless we have a lawful basis to do so and have told you about it where required.

3. Lawful Basis for Processing

We only process personal data when we have a lawful basis under data protection law. Depending on the activity, our lawful bases are:

Contract

We process data when it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, completing moves, arranging payment, and carrying out associated customer service.

Legal obligation

We process certain information where required to comply with legal obligations, including accounting, tax, insurance, record-keeping, and responding to lawful requests from public authorities.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests do not override your rights and freedoms. This includes managing our business, improving services, maintaining security, preventing fraud, and retaining evidence of completed work or disputes.

Consent

In limited situations, we rely on your consent, for example where you voluntarily provide additional information that is not required for the service. You can withdraw consent at any time where we rely on it, although this will not affect processing already carried out lawfully before withdrawal.

Vital interests

In rare circumstances, we may process data to protect someone’s vital interests, such as in an emergency relating to health or safety.

4. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, depending on the circumstances. When acting as processors, they process data only on our instructions and under appropriate contractual safeguards.

Typical processors may include:

IT and cloud service providers: for data storage, email, scheduling, and secure system operations.
Accounting and bookkeeping providers: for invoices, financial records, and compliance support.
Payment service providers: for processing card or electronic payments.
Customer relationship and communication tools: for managing bookings and service messages.
Insurance providers and claims handlers: where needed for incident reporting or claims management.
Professional advisers: such as legal, tax, or audit advisers.

We may also disclose personal data where required by law, to enforce our rights, to protect the safety of our staff or customers, or to respond to lawful requests from courts, regulators, police, or other authorities. If a third party receives your data as an independent controller, they will be responsible for their own lawful handling of it.

5. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including any legal, accounting, insurance, or reporting requirements. The retention period may vary depending on the type of data and the reason it is held.

Quote and booking records: kept for a reasonable period after the service in case of follow-up queries or disputes.
Invoices and financial records: retained for the period required by tax and accounting laws.
Customer correspondence: retained for as long as needed to manage the enquiry, complaint, or service history.
Incident or claims records: kept for as long as necessary to handle the matter and defend legal claims.

When data is no longer needed, we will securely delete it or anonymise it so it can no longer identify you. Where data is archived, access will be limited and controlled.

6. International Transfers

Where personal data is transferred outside the UK, we will ensure appropriate safeguards are in place so that the data continues to receive a level of protection that is essentially equivalent to UK data protection standards. These safeguards may include adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to legal limits and exemptions, depending on the circumstances.

Your rights include:

Right of access: you can ask for a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete information.
Right to erasure: in certain cases, you can ask us to delete your personal data.
Right to restriction: you can ask us to limit the way we use your data in some circumstances.
Right to object: you can object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability: you can ask for certain data to be provided to you or another controller in a structured, commonly used format.
Right to withdraw consent: if we rely on consent, you can withdraw it at any time.

You also have the right to raise a concern with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been breached. We encourage you to contact us first so we can try to resolve the issue promptly.

8. Security of Your Information

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our procedures. However, no system can be guaranteed to be completely secure, so we also encourage careful handling of your own information.

9. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is necessary for a lawful service arrangement and with the appropriate consent or legal basis. If we become aware that we have collected data inappropriately, we will take reasonable steps to delete it.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or operational needs. The updated version will apply from the date it is made available. We encourage customers in the area to review this policy periodically so they remain informed about how their personal data is handled.

11. Summary of Our Commitment

Shepherds Bush Man And Van is committed to protecting your privacy and using personal data responsibly. We collect only what we need, process it on a valid legal basis, keep it no longer than necessary, share it only with trusted parties where appropriate, and respect your rights under data protection law. This policy applies to all customers in the area who use or enquire about our services.