Privacy Policy - Man And Van Pinner

This Privacy Policy explains how Man And Van Pinner collects, uses, stores, shares, and protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And Van Pinner customers in the area, including individuals, households, and business customers who use our moving, transportation, packing, loading, unloading, or related services.

1. Who We Are

Man And Van Pinner is a service provider offering removal and transport services for customers in the local area. For the purposes of data protection law, we are the data controller for the personal information we collect and determine how and why it is processed.

This policy should be read alongside any service terms, quotations, booking confirmations, or communications you receive from us. We aim to process personal data in a fair, lawful, transparent, and secure manner.

2. Personal Data We Collect

We may collect and process the following categories of personal data depending on the services requested:

Identity details: name, title, and, where relevant, company name.
Contact details: telephone number, email address, and service address.
Booking and service information: moving date, property access details, item lists, floor level, special handling requests, and preferred service arrangements.
Payment information: payment method details and transaction records. We do not store full card details unless required by a secure third-party payment provider.
Communication records: emails, messages, call notes, and any information you provide when making enquiries or complaints.
Service history: previous bookings, quotes, invoices, and records of work completed.
Technical data: if you interact with our digital systems, we may collect basic device or usage information such as IP address, browser type, and security logs.

We do not intentionally collect special category data unless you choose to provide it and it is necessary for a specific service, for example details relating to accessibility, health, or vulnerability that affect the safe completion of a move. Where such data is provided, it will be handled with additional care and only where a lawful basis applies.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotations and manage bookings;
to plan, perform, and complete moving or transport services;
to communicate with customers about schedules, changes, and service requirements;
to process payments and issue invoices;
to maintain records, handle queries, and resolve complaints;
to improve our services, operations, and customer experience;
to comply with legal, tax, insurance, and regulatory obligations;
to prevent fraud, misuse, or unlawful activity;
to establish, exercise, or defend legal claims where needed.

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

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process personal data. Depending on the activity, we rely on one or more of the following:

Contract: processing is necessary to provide a quote, arrange a booking, or perform a service you have requested.
Legal obligation: processing is required to meet tax, accounting, insurance, or other legal responsibilities.
Legitimate interests: processing is necessary for our legitimate business interests, such as managing operations, improving services, maintaining security, or handling customer disputes, provided your rights do not override those interests.
Consent: where we rely on your consent, such as for optional communications or the processing of certain sensitive information, you may withdraw that consent at any time.

When we process special category data, we will only do so where an additional condition under data protection law applies, such as your explicit consent or necessity for the establishment, exercise, or defence of legal claims.

5. Sharing Personal Data and Processors

We may share personal data with trusted third parties who assist us in delivering services. These parties act as processors when they process data on our behalf and under our instructions.

Examples of processors may include:

IT and hosting providers that store or maintain our systems;
payment service providers that handle secure transactions;
accounting and bookkeeping providers that support financial administration;
communication service providers used for emails, messaging, or phone systems;
insurance, legal, or claims advisors where necessary for risk management or dispute resolution;
subcontracted service partners who help carry out a move or related task.

We require all processors to implement appropriate security measures and to process personal data only for specified purposes. We do not sell personal data. Where data is shared with independent third parties who determine their own purposes, they act as separate controllers and are responsible for their own privacy practices.

6. International Transfers

If any processor stores or accesses data outside the UK, we will take steps to ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protective measures required by law.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to satisfy legal, accounting, insurance, and record-keeping requirements.

Retention periods may vary depending on the type of data and the nature of the service, but generally:

booking and service records are retained for a reasonable period after completion of the job;
financial and invoice records are retained for the period required by tax and accounting law;
correspondence and complaint records may be retained for the period needed to manage the matter and protect our legal position;
consent records are retained until consent is withdrawn or no longer needed to demonstrate compliance.

When data is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in a safe and lawful manner.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limited access on a need-to-know basis.

Although we take reasonable steps to safeguard information, no method of transmission or storage is completely secure. If a data breach occurs that is likely to result in a risk to your rights and freedoms, we will handle it in line with legal obligations, including notifying the relevant authorities where required.

9. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 use your data in certain situations.
Right to data portability: to receive certain data in a structured, commonly used format where applicable.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

You also have the right to complain to the UK Information Commissioner’s Office if you are concerned about how your personal data has been handled. We encourage you to raise any concerns with us first so we can try to resolve them promptly and fairly.

10. Children’s Data

Our services are intended for adults and businesses. We do not knowingly collect personal data from children unless it is incidentally provided by a parent, guardian, or authorised customer in the course of arranging services. If we become aware that children’s data has been collected without a valid reason, we will take appropriate steps to delete it.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data handling practices. Any updated version will apply from the date it is issued. We recommend reviewing this policy periodically so you remain informed about how your personal data is used.

12. Summary of Our Commitment

At Man And Van Pinner, we respect your privacy and are committed to using personal data responsibly. We collect only what is needed, process it under a valid lawful basis, retain it for no longer than necessary, and share it only with trusted processors or where required by law. We will continue to handle customer information with care, transparency, and accountability.