Privacy Policy - Shepherdsbush Man And Van

This Privacy Policy explains how Shepherdsbush Man And Van collects, uses, stores, shares, and protects personal data when providing removals, delivery, packing, loading, unloading, and related transport services. It applies to all Shepherdsbush Man And Van customers in the area, including individuals, households, landlords, tenants, and business customers who use our services. We are committed to handling personal data in accordance with the UK GDPR and the Data Protection Act 2018.

1. Who we are

Shepherdsbush Man And Van acts as a data controller for the personal data we collect and process in connection with our services. This means we determine the purposes and means of processing your personal data. We take data protection seriously and aim to use personal information fairly, lawfully, and transparently.

2. Information we collect

We may collect and process different types of personal data depending on how you use our services. This may include:

Identity data such as your name, title, and any business name you provide;
Contact data such as your phone number, email address, and service address;
Service details such as move dates, inventory lists, access instructions, parking arrangements, and special handling needs;
Payment data such as billing details and transaction records;
Communication data such as messages, call notes, complaints, and feedback;
Technical data such as basic device and website interaction information, where applicable;
Usage and operational data such as job scheduling, delivery records, and service history.

We generally do not seek special category data. However, such data may be provided accidentally in service instructions or communications. If this happens, we will only process it where necessary and with appropriate safeguards.

3. How we use your personal data

We use your data for specific and limited purposes, including:

providing quotations and arranging bookings;
carrying out removals, transport, packing, and related services;
communicating with you about your booking or service updates;
handling payments, refunds, invoices, and account records;
managing customer service enquiries, complaints, and claims;
maintaining business records and improving our services;
meeting legal, regulatory, tax, and insurance obligations;
protecting our business, staff, and customers from fraud or misuse.

We only collect data that is relevant and necessary for the service we provide. We do not use your personal data in ways that are incompatible with the purposes described in this policy.

4. Lawful basis for processing

Under UK GDPR, we must have a lawful basis for every processing activity. We rely on the following legal grounds:

Contract

We process personal data where it is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes preparing quotes, confirming bookings, and delivering the services you have requested.

Legal obligation

We may process data where necessary to comply with legal obligations, such as tax reporting, accounting, record keeping, insurance, and responding to lawful requests from public authorities.

Legitimate interests

We may process data where necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include service administration, quality control, dispute handling, fraud prevention, and business record management. Where we rely on legitimate interests, we consider the impact on your privacy.

Consent

In limited situations, we may rely on your consent, for example for certain marketing communications or optional cookies where applicable. Where consent is used, you may withdraw it at any time.

5. Sharing your data and processors

We may share personal data with trusted third parties when necessary to deliver our services, run our business, or meet legal requirements. These third parties act as processors or independent controllers depending on the context. Processors may include:

IT and hosting providers that support our systems, storage, and communications;
Payment service providers that process card or electronic payments;
Accounting and bookkeeping providers that help manage financial records;
Insurance providers and claims handlers where a claim, incident, or investigation arises;
Subcontracted movers or service partners assisting with your job where necessary;
Professional advisers such as legal, tax, or compliance advisers;
Public authorities where disclosure is required by law.

We require processors to handle personal data securely, only on our instructions, and in compliance with data protection law. We do not sell your personal data.

6. International transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as UK adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms. These measures are intended to protect your personal data to a standard consistent with UK GDPR requirements.

7. Data retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and reporting requirements. Retention periods may vary depending on the type of data and the reason it is held. For example:

booking and service records are generally retained for a period needed to manage the contract and any follow-up issues;
invoices and tax records are retained for the period required by law;
complaints, disputes, and claims may be retained until resolution and for a reasonable period afterwards;
marketing-related data is retained until you withdraw consent or object, where applicable.

When data is no longer needed, we will securely delete, anonymise, or archive it in line with our retention practices. Retention is always limited to what is necessary and proportionate.

8. Security of your data

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures may include access controls, password protection, secure storage, staff confidentiality obligations, and limiting access to data on a need-to-know basis. No system is completely secure, but we take reasonable steps to reduce risk.

9. Your rights

Under data protection law, you have several rights in relation to your personal data. These include:

The right of access to obtain a copy of the personal data we hold about you;
The right to rectification if your data is inaccurate or incomplete;
The right to erasure in certain circumstances, sometimes called the right to be forgotten;
The right to restriction of processing in certain situations;
The right to object to processing based on legitimate interests or direct marketing;
The right to data portability for data you provided, where applicable;
The right to withdraw consent where we rely on consent;
The right to complain to the Information Commissioner’s Office if you believe your data rights have been infringed.

Some rights are subject to conditions and legal exceptions. We may need to verify your identity before responding to a request. We will respond within the timescales required by law.

10. Marketing preferences

If we send marketing communications, we will do so only where permitted by law. You may opt out of marketing at any time. If you object to direct marketing, we will stop using your data for that purpose. This will not affect service-related communications necessary to complete a booking or respond to an enquiry.

11. Children’s data

Our services are not directed at children. We do not knowingly collect personal data from children unless it is necessary in connection with a service request made by a parent, guardian, or responsible adult. If we become aware that we have collected data inappropriately, we will take steps to delete it where required.

12. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in law, operational practices, or service arrangements. 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 their data is handled.

13. Summary of our approach

In summary, Shepherdsbush Man And Van only processes personal data where there is a clear and lawful reason to do so. We collect the minimum information needed, use it for defined business purposes, share it only with appropriate processors or where required by law, retain it for no longer than necessary, and respect the rights of every customer in the area.