Privacy Policy - Man And Van Mileend

This Privacy Policy explains how Man And Van Mileend collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Mileend customers in the area, including individuals who request quotes, book services, receive moving support, or otherwise interact with our services. We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK GDPR and the Data Protection Act 2018.

1. Who We Are

Man And Van Mileend provides man and van and related moving services to customers in the local area. In the course of delivering these services, we may collect and process personal information about customers, prospective customers, suppliers, and other individuals connected with a booking or service request. We act as a data controller when deciding how and why personal data is processed for our business operations.

2. Personal Data We Collect

We collect only the personal data that is necessary for providing our services, managing bookings, communicating with you, and meeting legal or operational obligations. The types of data we may collect include:

Identity details such as your name and title.
Contact details such as phone number, email address, and moving address.
Booking information including requested service dates, property access details, item descriptions, and service preferences.
Payment information such as billing details and transaction records. We do not store full card details where payment is handled by a secure third-party provider.
Communication records including emails, messages, call notes, and complaint or feedback information.
Service and operational data such as route planning details, staff allocation, and records needed to complete a move safely and efficiently.
Technical information if you interact with our digital systems, such as device data, browser type, or usage logs, where applicable.

We do not intentionally collect special category data unless it is voluntarily provided by you and is necessary for a specific lawful purpose. If such information is received, it will be handled with additional care and only where permitted by law.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange, manage, and deliver moving and transport services.
To confirm bookings, send service updates, and communicate operational changes.
To process payments, issue invoices, and maintain financial records.
To handle complaints, disputes, and customer support requests.
To improve our services, processes, and customer experience.
To comply with legal, tax, insurance, and regulatory obligations.
To protect against fraud, misuse, or unauthorised access.

We will only use your personal data for the purposes for which it was collected, unless we reasonably determine that we need to use it for another compatible purpose permitted by law.

4. Lawful Basis for Processing

We process personal data only where we have a valid lawful basis under the UK GDPR. Depending on the activity, the lawful basis may include:

Contract: processing is necessary to take steps at your request before entering into a contract or to perform our contract with you, such as arranging a move or managing a booking.
Legitimate interests: processing is necessary for our legitimate business interests, such as service improvement, customer communications, administration, and fraud prevention, provided your rights do not override those interests.
Legal obligation: processing is necessary to comply with legal requirements, including accounting, tax, insurance, and record-keeping duties.
Consent: in limited cases, where required by law, we will rely on your consent. You may withdraw consent at any time where processing is based on consent.

We assess the lawful basis for each processing activity and ensure it is appropriate to the specific purpose involved.

5. Sharing and Processors

We may share personal data with trusted third parties where this is necessary for running our business and delivering our services. These third parties may act as processors or independent controllers depending on the service provided.

Examples of processors and recipients may include:

Payment processors that handle secure payment transactions.
Accounting and bookkeeping providers that assist with invoices, tax, and financial reporting.
IT and cloud service providers that store data, manage systems, or support secure communications.
Customer administration tools that help manage booking records and service scheduling.
Professional advisers such as insurers, legal advisers, or auditors where necessary.
Public authorities or law enforcement where disclosure is required by law.

Where a third party processes data on our behalf, we require appropriate contractual safeguards, confidentiality obligations, and security measures. We do not sell your personal data.

6. Data Retention

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

As a general approach:

Booking and service records are retained for a period necessary to manage customer relationships and business administration.
Financial and tax records are retained for the period required by applicable law.
Communication records may be retained for a reasonable period to resolve queries, handle disputes, or improve service quality.
Data that is no longer needed is securely deleted, anonymised, or otherwise disposed of in a safe manner.

When deciding how long to keep information, we consider the volume, nature, and sensitivity of the data, the potential risk from unauthorised use or disclosure, and the legal requirements that apply.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, restricted permissions, staff confidentiality obligations, and careful selection of processors. While no system is entirely risk-free, we take reasonable steps to protect the information we handle.

8. International Transfers

If personal data is transferred outside the United Kingdom, we will ensure that suitable safeguards are in place to protect it in accordance with data protection law. This may include the use of approved contractual protections or transfers to countries with an adequate level of protection.

9. Your Rights

Under data protection law, you have several rights in relation to your personal data. These rights may apply in full or in part depending on the circumstances and the legal basis for processing. Your rights include:

Right of access: you can request a copy of the personal data we hold about you.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can request deletion of your data in certain situations.
Right to restriction: you can ask us to limit how we use your data in certain circumstances.
Right to object: you can object to processing based on legitimate interests, including direct marketing where applicable.
Right to data portability: you can request that we provide certain data in a structured, commonly used format where technically feasible.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

We may need to verify your identity before responding to a request and we will respond within the time limits set by law.

10. Complaints

If you have concerns about how we handle personal data, you should raise them with us first so we can try to resolve the issue. 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.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect legal, technical, or operational changes. Any revised version will apply from the date it is published or otherwise made available. We encourage you to review this policy periodically to stay informed about how we protect your data.

By using Man And Van Mileend services, you acknowledge that you have read and understood this Privacy Policy.