Privacy Policy

Man and Van Waterloo Privacy Policy

This Privacy Policy explains how Man and Van Waterloo collects, uses, stores and protects personal data relating to customers and potential customers in the Waterloo service area. It also sets out your rights under applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Scope of this Privacy Policy

This Privacy Policy applies to all Man and Van Waterloo customers and prospective customers located in our operational area, including people who contact us to request quotations, make bookings, manage existing bookings, or otherwise use our man and van services. By providing your personal data to us, you acknowledge that it will be processed as described in this Privacy Policy.

Personal Data We Collect

We collect and process different types of personal data depending on how you interact with us. This may include:

Identification and contact details, such as your name, address, collection and delivery addresses, and any alternative contact details you choose to provide.

Communication details, such as the content of enquiries, booking information, special instructions you give us, and any feedback or complaints you submit.

Service and contractual information, such as dates and times of moves or collections, the type and size of job requested, vehicle and staffing requirements, pricing and payment information, and records relating to the performance of the contract.

Payment-related details, such as limited billing information that is necessary to take or confirm payment, and transaction records. We do not store full payment card details if payment is processed via a third party.

Technical and usage data, which may include basic information about how you access our website or digital tools, such as device type, browser type, and approximate location, where this is necessary to deliver and secure our services.

How We Collect Your Data

We collect personal data directly from you when you contact us, request a quote, make a booking, correspond with us by phone or in writing, or provide information to our staff during the provision of services. We may also receive personal data from third parties who are authorised to act on your behalf, for example if a business books our services for you, or if an estate agent or landlord arranges a move in your name. In such cases, they are responsible for ensuring that they have a lawful basis to share your data with us.

Lawful Bases for Processing

We process your personal data under one or more of the following lawful bases:

Performance of a contract. We use your personal data to provide quotations, confirm bookings, carry out collections and deliveries, issue invoices, handle payments, and manage any related customer service issues. Without this information, we would be unable to perform our services.

Legitimate interests. We may process your data where it is necessary for our legitimate business interests, such as managing our operations, improving our services, preventing fraud, and keeping appropriate business records, provided that your interests and fundamental rights do not override those interests.

Legal obligation. We may process certain data where we are required to do so by law, for example to comply with tax, accounting, reporting or regulatory requirements, or to respond to lawful requests from public authorities.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of direct marketing. Where processing is based on consent, you have the right to withdraw that consent at any time.

Purposes for Which We Use Personal Data

We use personal data for the following purposes:

To provide and manage man and van services, including arranging quotations, scheduling vehicles and staff, carrying out moves, and coordinating collections and deliveries.

To communicate with you about your enquiries, bookings, service updates, changes to our terms or policies, and any issues that arise before, during or after a job.

To process payments, manage invoices and perform necessary accounting and financial reporting.

To manage customer relationships, including handling complaints, resolving disputes, and recording service history.

To maintain the safety and security of our staff, customers and property, and to prevent and detect misuse of our services.

To improve and develop our services, including reviewing patterns of enquiries and bookings within the Waterloo area.

Data Retention

We keep personal data only for as long as is reasonably necessary for the purposes for which it was collected and to meet legal, regulatory, tax, accounting or reporting requirements. In general, we retain core customer and booking records for a period that allows us to respond to queries about past services, handle any legal claims, and satisfy applicable statutory retention periods.

When personal data is no longer needed for these purposes, it will be securely deleted, anonymised or otherwise removed from our active systems in line with our data retention procedures.

Data Sharing and Processors

We may share your personal data with carefully selected third parties who act as processors on our behalf. These may include:

Information technology and hosting providers who supply and maintain our business systems and storage solutions.

Payment service providers who process payments and help us to detect and prevent fraudulent transactions.

Professional advisers such as accountants or legal advisers, where necessary for the management of our business or for the establishment, exercise or defence of legal claims.

Operational partners or subcontractors, where required to fulfil your booking, for example additional drivers or logistics support within the Waterloo area. In such cases, they are provided only with the information necessary to perform their functions.

All processors are required to process personal data only on our documented instructions, to implement appropriate security measures, and to treat your data with confidentiality.

We will also disclose personal data where we are legally required or permitted to do so, such as to law enforcement agencies, regulators or courts, where this is necessary to comply with a legal obligation or to protect our rights or the rights of others.

International Data Transfers

Our primary operations are based in the United Kingdom and we aim to store and process personal data within the UK or another location that provides an adequate level of protection. If we need to transfer personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, such as standard contractual clauses or other legally recognised protections, to protect your privacy and your rights.

Data Security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, destruction or damage. These measures include limiting access to personal data to those staff and service providers who need it for their role, using secure storage and communication methods where appropriate, and regularly reviewing our security arrangements. However, no system can be completely secure and you should take care to keep your own devices and communications secure when providing information to us.

Your Data Protection Rights

Under data protection law, individuals have a number of rights in relation to their personal data. Depending on the circumstances and any applicable legal limitations, you may have the right to:

Request access to your personal data and obtain a copy of the information we hold about you.

Request correction of any inaccurate or incomplete personal data.

Request erasure of your personal data where there is no good reason for us to continue processing it, for example where it is no longer needed for the original purpose.

Object to the processing of your personal data where we are relying on legitimate interests and you consider that your rights override those interests.

Request restriction of processing in certain situations, such as where you contest the accuracy of the data or object to processing.

Request the transfer of your personal data to you or to another controller in a structured, commonly used and machine readable format, where technically feasible and where the processing is based on consent or contract and carried out by automated means.

Withdraw consent where we rely on your consent to process personal data. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your rights have been infringed. We encourage you to contact us in the first instance so that we can address any concerns you may have.

Updates to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or data protection practices. Any changes will take effect from the date the updated policy is made available. You should review this Privacy Policy periodically to stay informed about how we handle personal data.

This Privacy Policy applies to all Man and Van Waterloo customers within our service area and is intended to provide clear and transparent information about our data processing activities.