Privacy Policy - Man And Van Primrosehill

This Privacy Policy explains how Man And Van Primrosehill collects, uses, stores, shares, and protects personal data when providing moving, transport, delivery, and related services. It applies to all Man And Van Primrosehill customers in the area, including private individuals, households, landlords, tenants, and business clients who use our services. We are committed to handling personal information in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

By using our services, you acknowledge that your personal information may be processed as described in this policy. We only collect data that is necessary for operational, legal, and service-related purposes, and we aim to keep that information accurate, secure, and up to date.

1. Information We Collect

We may collect and process the following categories of personal data:

Identity information: name, title, and, where relevant, business or organisation name.
Contact details: address, postcode, email address, and telephone number.
Service details: move date, collection and delivery locations, property access information, item descriptions, and service preferences.
Payment information: billing details, transaction records, and payment confirmations. We do not store card details unless necessary through a secure payment processor.
Communication records: enquiries, quotations, complaints, instructions, and correspondence related to the service.
Operational data: inventory lists, photographs supplied for quotation or service planning, and notes used to complete the job safely and efficiently.
Technical data: limited device or website usage information if you contact us through digital channels, such as IP address or browser type, where applicable.

We do not intentionally collect special category data unless it is necessary and you have provided it voluntarily, or unless we are required to process it for a lawful reason. Special category data may include information about health, disabilities, or other sensitive personal circumstances where such details are relevant to access arrangements, safety, or service delivery.

2. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and confirm bookings;
to plan, manage, and carry out moving and transport services;
to communicate with customers about schedules, access, and service requirements;
to process payments and issue invoices or receipts;
to handle complaints, claims, and customer support matters;
to comply with legal and regulatory obligations;
to improve service quality, efficiency, and safety;
to maintain records for accounting, tax, and business management purposes;
to protect against fraud, misuse, and security incidents.

We will only use personal data for the purpose for which it was collected unless we reasonably consider that another compatible purpose is appropriate and lawful.

3. Lawful Basis for Processing

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

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 quotations, confirming bookings, arranging collections and deliveries, and completing the services you have asked us to provide.

Legal Obligation

We may process data where we need to comply with legal requirements, including tax obligations, accounting rules, insurance requirements, and record-keeping duties.

Legitimate Interests

We may process data where it is necessary for our legitimate interests and where your rights and interests do not override those interests. This may include managing our business operations, improving services, preventing fraud, training staff, and maintaining service records.

Consent

In limited cases, we may rely on your consent, for example where you provide optional information or agree to receive certain communications. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing before withdrawal.

Vital Interests and Public Interest

In rare situations, we may process data to protect someone’s vital interests or where processing is necessary for reasons of substantial public interest, as permitted by law.

4. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our services. These organisations act as processors when they process data on our behalf and under our instructions. Typical processors may include:

payment service providers;
accounting and bookkeeping platforms;
IT and cloud storage providers;
customer relationship and booking systems;
professional advisers such as accountants, insurers, or legal advisers;
subcontracted movers or logistics support providers where necessary to complete the service;
regulatory, tax, or law enforcement bodies where required by law.

We only use processors that provide appropriate safeguards for personal data and require them to process information securely and only for specified purposes. We do not sell personal data.

Where personal data is shared with third parties who act as independent controllers, they will be responsible for their own data protection compliance. We encourage you to review their privacy notices where relevant.

5. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes described in this policy, including legal, accounting, and reporting requirements. The length of time may vary depending on the type of data and the nature of the service.

Customer and booking records are generally retained for the period needed to manage the service and for a reasonable time afterwards for queries or disputes.
Financial and tax records are typically retained for the period required by law.
Communication records may be kept for a period necessary to support customer care, service improvement, or evidence in case of claims.
Photographs or inventory details are deleted or archived when no longer required for operational purposes.

When personal data is no longer needed, we will securely delete, anonymise, or destroy it.

6. Data Security

We use reasonable technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access restrictions, secure storage, password protection, and limited access to data on a need-to-know basis.

Although we take appropriate steps to safeguard information, no method of transmission or storage is completely secure. We therefore cannot guarantee absolute security, but we will act promptly and lawfully if any personal data incident occurs.

7. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These may include:

Right of access: you may request a copy of the personal data we hold about you.
Right to rectification: you may ask us to correct inaccurate or incomplete information.
Right to erasure: you may ask us to delete your data in certain circumstances.
Right to restriction: you may ask us to limit how we use your data in certain situations.
Right to object: you may object to processing based on legitimate interests or direct marketing.
Right to data portability: you may request transfer of certain information to you or another provider.
Right to withdraw consent: where processing is based on consent, you can withdraw it at any time.

We may need to verify your identity before responding to a rights request. Some rights are subject to legal conditions and exemptions.

8. International Transfers

If any of our processors store or access data outside the UK, we will ensure appropriate safeguards are in place so that your personal data remains protected in line with applicable law. These safeguards may include adequacy regulations, standard contractual clauses, or equivalent transfer mechanisms.

9. Children’s Data

Our services are intended for adults. We do not knowingly collect personal data from children unless it is necessary for service delivery and provided by a parent, guardian, or responsible adult. If we become aware that data has been collected 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 services, legal obligations, or data protection practices. Any revised version will apply from the date it is published or otherwise made available. We encourage customers to review this policy periodically to remain informed about how we handle personal data.

11. Our Commitment

Man And Van Primrosehill values privacy and respects the rights of every customer. We only process personal information when we have a clear lawful basis and we do so with care, proportionality, and accountability. Our aim is to ensure that customers in the area can use our services with confidence, knowing their data is treated responsibly.

Summary of key points: we collect only necessary data, use it for service delivery and legal compliance, rely on lawful bases such as contract and legitimate interests, share data only with trusted processors, keep data for limited periods, and uphold your data protection rights.