Privacy Policy - Man With Van Frognal

This Privacy Policy explains how Man With Van Frognal collects, uses, stores, shares, and protects personal data when providing removal, transportation, lifting, loading, unloading, and related moving services. It applies to all Man With Van Frognal customers in the area, as well as prospective customers, website users, and individuals who communicate with us in connection with our services.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This policy sets out the categories of information we collect, the lawful bases on which we process it, how long we keep it, the types of processors we may use, and the rights available to individuals.

1. Personal Data We Collect

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

Identity details such as your name, title, and the names of individuals authorised to act on your behalf.
Contact details including address, email address, and telephone number.
Service information relating to your move, including pickup and delivery addresses, preferred dates, inventory details, access requirements, and instructions.
Billing and payment information such as invoice details, payment status, and limited financial information necessary to process transactions.
Communication records including emails, messages, booking notes, complaints, and service-related correspondence.
Technical data where applicable, such as IP address, browser type, device information, and usage data if you interact with our online services.
Special instructions you choose to provide, which may include details about fragile items, building access, or scheduling preferences.

We do not intentionally collect special category data unless it is necessary and you voluntarily provide it. If such information is supplied, we will only process it where permitted by law and only for the specific purpose for which it was provided.

2. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To arrange and deliver removal and transport services.
To manage bookings, scheduling, access arrangements, and logistics.
To communicate with you about your service, including updates and confirmations.
To issue invoices, process payments, and manage accounts.
To handle complaints, claims, and customer support requests.
To improve our services, training, planning, and operational efficiency.
To comply with legal, regulatory, insurance, and tax obligations.
To protect our business, staff, customers, and property from fraud, misuse, or security incidents.

We will only use personal data for the purpose for which it was collected, unless we reasonably believe another lawful basis applies and the new purpose is compatible with the original one.

3. Lawful Basis for Processing

We process personal data only where we have a lawful basis under data protection law. Depending on the circumstances, our lawful bases include:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes preparing quotations, managing bookings, carrying out removals, and processing payments.

Legal Obligation

We process certain information where required to comply with legal duties, including tax, accounting, insurance, health and safety, and record-keeping requirements.

Legitimate Interests

We may process personal data where it is necessary for our legitimate interests and where those interests are not overridden by your rights and freedoms. This may include improving our services, preventing fraud, managing business operations, and maintaining security. When relying on legitimate interests, we carefully consider the impact on individuals and only process data that is proportionate and necessary.

Consent

In some situations, we may rely on your consent, for example where you actively agree to receive certain types of marketing communication. Where consent is used, you can withdraw it at any time.

4. Data Sharing and Processors

We may share personal data with trusted third parties who support the provision of our services. These parties act as data processors or, in some cases, independent controllers. We only share the minimum information necessary and require appropriate safeguards.

Payment processors used to handle card or electronic payments securely.
Accounting and bookkeeping providers assisting with invoicing, records, and tax compliance.
IT and cloud service providers storing data, maintaining systems, and supporting secure communications.
Scheduling or customer management tools used to organise bookings and service records.
Insurance providers, claims handlers, and legal advisers where needed to manage risks, incidents, or disputes.
Subcontractors or operational partners involved in delivering your move, where necessary for service delivery.
Public authorities where disclosure is required by law or necessary to respond to lawful requests.

All processors are selected with care and are expected to protect data through appropriate technical and organisational measures. They may only process personal data according to our instructions or their own lawful obligations.

5. International Transfers

If any personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, approved contractual clauses, or equivalent legal protections. We aim to ensure that your information remains protected to a standard consistent with UK data protection law.

6. Data Retention

We retain 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 information and the nature of the service provided.

Quotation and enquiry data may be kept for a limited period to manage follow-up, customer service, and business records.
Customer and contract records are usually retained for the duration of the service relationship and for a reasonable period afterwards.
Financial and tax records are retained for the period required by applicable law.
Claims, complaints, and dispute records may be retained for as long as necessary to defend or resolve claims.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

7. Data Security

We take appropriate technical and organisational measures to protect personal data from unauthorised access, alteration, disclosure, loss, or destruction. These measures may include access controls, secure storage, staff training, and data minimisation practices. While no system can be guaranteed to be completely secure, we continually review and improve our safeguards.

8. User Rights

Under data protection law, you have a number of rights in relation to your personal data. Subject to legal conditions and exemptions, these may include:

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to ask us to correct inaccurate or incomplete information.
Right to erasure - to request deletion of your data in certain circumstances.
Right to restriction - to ask us to limit how we process your data in some situations.
Right to object - to object to processing based on legitimate interests or direct marketing.
Right to data portability - to receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

You also have the right to raise concerns with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve any issue promptly and fairly.

9. Children’s Data

Our services are intended for adults arranging removals and related services. We do not knowingly collect personal data from children except where it is incidentally provided by an adult customer in connection with a service and only where necessary for that purpose.

10. Automated Decision-Making

We do not generally use automated decision-making that produces legal or similarly significant effects. If this changes, we will update this policy and provide appropriate information about the logic involved and your rights.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations, or data protection practices. The latest version will always apply to the personal data we process. We encourage customers to review this policy periodically so they remain informed about how their information is handled.

12. Scope of This Policy

This Privacy Policy applies to all Man With Van Frognal customers in area and covers personal data processed in connection with quotations, bookings, removals, customer support, invoicing, and related service activities. By using our services or providing information to us, you acknowledge that your personal data will be handled in accordance with this policy and applicable law.

We are committed to processing personal data responsibly, transparently, and with respect for your privacy. Your trust matters, and we aim to collect only what is needed, keep it only as long as necessary, and use it only for legitimate and lawful purposes.