Privacy Policy - Man With A Van Poplar

Effective date: This Privacy Policy applies to all Man With A Van Poplar customers in the area.

Man With A Van Poplar is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect personal information when you use our moving, delivery, packing, loading, unloading, and related services. It also explains your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We process personal data fairly, lawfully, and transparently. We only collect information that is necessary for providing our services, managing our relationship with you, meeting legal obligations, and improving the quality and safety of our operations.

1. Personal data we collect

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

Identity information such as your name and title.
Contact details such as your telephone number, email address, and service address.
Service details including moving dates, item lists, access notes, property type, and special instructions.
Billing and payment information such as invoicing details and payment records.
Communication records including emails, messages, call notes, and complaints.
Operational information such as driver assignments, route details, and job completion notes.
Technical information if you use our digital channels, including device data, IP address, and basic usage logs.
Special category data only where strictly necessary and where you choose to provide it, for example access needs or health-related information relevant to safe delivery and handling.

We do not intentionally collect more information than is needed. If you provide details about another person, you should ensure you have the right to do so and that they understand this Privacy Policy where appropriate.

2. How we collect your data

We may collect personal data directly from you when you:

request a quote or book a service;
communicate with us by phone, email, or message;
provide move instructions or access information;
make a payment or request an invoice;
submit a complaint, feedback, or enquiry; or
interact with our staff during service delivery.

We may also receive data from third parties such as payment providers, business partners, estate agents, landlords, or property managers where this is necessary for arranging or completing the service. Where permitted by law, we may also collect limited data from publicly available sources or fraud prevention services.

3. Why we use your personal data

We use personal data for the following purposes:

to provide quotations and arrange services;
to plan, manage, and deliver moving and transport services;
to communicate about bookings, changes, delays, and service issues;
to process payments, refunds, and invoices;
to maintain internal records and service history;
to handle complaints and support requests;
to meet legal, accounting, tax, and insurance obligations;
to protect our business, staff, and customers from fraud or misuse;
to improve our services, training, and operational efficiency; and
to defend or establish legal claims where necessary.

We only use your data for legitimate service-related purposes and in ways that are compatible with your expectations and legal rights.

4. Lawful basis for processing

Under UK GDPR, we must have a lawful basis for each type of processing. We rely on the following legal grounds:

Contract

Most of our processing is necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes providing quotes, arranging bookings, moving items, issuing invoices, and managing service delivery.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided your rights do not override those interests. This may include service quality monitoring, internal administration, dispute handling, fraud prevention, and business record management. We balance our interests against your privacy rights before relying on this basis.

Legal obligation

Some processing is necessary to comply with legal obligations, including tax, accounting, insurance, employment, and regulatory requirements.

Consent

Where consent is required, for example for certain optional communications or the processing of sensitive information not covered by another lawful basis, we will ask for it clearly. You may withdraw consent at any time, but this will not affect processing already carried out lawfully before withdrawal.

Vital interests and legal claims

In rare situations, we may process data to protect someone’s vital interests or to establish, exercise, or defend legal claims.

5. Data sharing and processors

We may share personal data with trusted third parties who help us operate our business. These parties act as data processors or independent controllers depending on the service they provide.

Typical processors and recipients may include:

IT and hosting providers that store or support our data systems;
payment service providers that handle card or online payments;
accounting and bookkeeping providers that assist with financial records;
communication providers that enable calls, messages, or email services;
insurance providers and claims handlers where necessary;
subcontracted movers or logistics partners involved in delivering the service;
professional advisers such as lawyers, auditors, or insurers;
public authorities where disclosure is required by law.

We require processors to handle personal data securely, to use it only on our instructions, and to implement appropriate technical and organisational safeguards. We do not sell your personal data.

We may also share information where necessary to protect the rights, property, or safety of Man With A Van Poplar, our customers, staff, or others.

6. Data retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including for legal, accounting, insurance, or reporting requirements. Retention periods depend on the type of data and the reason it is held.

Booking and service records are generally kept for a reasonable period after completion to handle follow-up issues, disputes, and service verification.
Financial records are retained for the period required by tax and accounting law.
Complaint and claims records may be retained longer where needed to resolve disputes or defend legal claims.
Technical logs are kept only as long as needed for security, troubleshooting, and operational support.

When personal data is no longer needed, it is securely deleted, anonymised, or archived in a way that prevents unnecessary access. We apply retention controls to reduce the amount of data stored and to limit privacy risks.

7. International transfers

If any processor or service provider stores or accesses personal data outside the UK, we will ensure that appropriate safeguards are in place. These may include adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms. We will take steps to ensure that any international transfer protects your data to a standard consistent with UK GDPR.

8. Your rights

You have several rights in relation to your personal data. These rights may be subject to legal restrictions and exemptions.

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 ask us to delete personal data in certain circumstances.
Right to restriction – you can ask us to limit how we use your data in certain situations.
Right to object – you can object to processing based on legitimate interests or direct marketing.
Right to data portability – you can ask for certain data in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will review your request and respond within the time required by law. We may need to verify your identity before responding.

9. Security of your data

We take appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, data minimisation, and regular review of our procedures.

Although we work hard to protect your information, no system is completely secure. If a data breach occurs and poses a risk to your rights and freedoms, we will deal with it in accordance with applicable law.

10. Children’s data

Our services are aimed at adults and business customers. We do not knowingly collect personal data from children unless it is necessary in connection with a service request and lawfully provided by an adult with authority to do so.

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 handling practices. The latest version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically.

12. Summary of key principles

Man With A Van Poplar only processes personal data that is necessary, relevant, and proportionate to our services. We rely on lawful bases such as contract, legitimate interests, legal obligation, and consent where required. We retain information only for as long as necessary, use trusted processors under strict safeguards, and respect your rights under UK data protection law. This policy applies to all Man With A Van Poplar customers in the area.

By using our services, you acknowledge that you have read and understood this Privacy Policy.