Privacy Policy - Ealing Man And Van

This Privacy Policy explains how Ealing Man And Van collects, uses, stores, shares, and protects personal data when providing removal and moving services. It applies to all Ealing Man And Van customers in the area, including individuals and businesses who request quotes, book services, communicate with us, or otherwise engage our services. We are committed to handling personal information in a lawful, fair, transparent, and secure manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We may collect the following categories of personal data depending on the service requested and how you interact with us:

Identity information, such as your name, title, and business name where applicable.
Contact information, such as address, email address, and phone number.
Service details, such as moving dates, property access information, inventory lists, collection and delivery locations, and any special handling instructions.
Payment-related information, such as billing details and payment status. We do not intentionally store full card details where payment processing is handled by secure third-party providers.
Communication records, including emails, messages, notes from calls, and other correspondence related to your booking or enquiry.
Technical information, if you interact with our digital systems, such as device data, IP address, browser type, and usage logs used for security and operational purposes.
Special category data, only where strictly necessary and usually only if you choose to provide it, for example information relating to accessibility needs, health-related moving requirements, or other sensitive instructions relevant to the safe delivery of our services.

We collect data directly from you when you request a quote, make a booking, communicate with us, or complete forms. We may also receive data from third parties involved in your move, such as landlords, estate agents, payment processors, or subcontracted service providers, where relevant and permitted by law.

2. How We Use Your Personal Data

We use your personal data only for legitimate business and legal purposes connected to our services. These purposes include:

providing quotes and estimating service requirements;
managing bookings, scheduling removals, and carrying out moving services;
contacting you about your enquiry, service arrangements, or any changes to your booking;
processing payments, invoices, and refunds where applicable;
keeping service records and managing operational administration;
maintaining safety, preventing fraud, and protecting our property, staff, and customers;
meeting legal, tax, accounting, and insurance obligations;
responding to complaints, disputes, claims, or requests from regulators or authorities;
improving our service quality, customer experience, and internal processes.

We will not use your data for purposes that are incompatible with the original reason it was collected unless we have a valid legal basis to do so.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process personal data. Depending on the type of processing, we rely on the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes at your request, arranging and delivering moving services, and managing associated customer administration.

Legal Obligation

We may process and retain certain information where necessary to comply with legal obligations, including tax, accounting, insurance, 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. This may include managing bookings, improving operations, protecting against fraud, handling complaints, securing systems, and keeping internal records.

Consent

Where required, we will rely on your consent, especially for certain optional uses or for the handling of special category data that you voluntarily provide and that is not otherwise necessary for the service. You may withdraw consent at any time, although this will not affect the lawfulness of processing already carried out.

4. Data Retention

We keep personal data only for as long as necessary for the purpose for which it was collected, including to meet legal, accounting, and contractual obligations. Retention periods vary depending on the nature of the data and the purpose of processing.

Quotation and enquiry data may be retained for a reasonable period to manage follow-up communications and business records.
Booking and service records are usually retained for the duration of the service relationship and afterward for a period required for administration, dispute handling, and legal compliance.
Financial and tax records are kept for the period required under applicable law.
Complaint, claim, and incident records may be retained longer where necessary to resolve issues or defend legal claims.

When data is no longer needed, we will securely delete, anonymise, or destroy it. Retention decisions are reviewed periodically to ensure data is not kept longer than necessary.

5. Sharing Your Data and Processors

We may share your personal data with trusted third parties, but only when necessary and subject to appropriate safeguards. These third parties act as processors or independent controllers depending on the context.

Payment processors, who securely handle payment transactions.
IT and cloud service providers, who support data storage, communications, and operational systems.
Accounting and bookkeeping providers, who assist with financial records and compliance.
Subcontractors or partner movers, where needed to complete a service you have requested.
Insurance providers, legal advisers, and dispute-resolution partners, where necessary for claims, legal advice, or service disputes.
Public authorities, where we are legally required to disclose information.

We require processors to process personal data only on our instructions, to use appropriate security measures, and to comply with data protection law. We do not sell your personal data.

6. International Transfers

Where any processor or service provider stores or accesses data outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent legal protections, to keep your information secure and protected.

7. Data Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, limited staff access, password protection, and internal procedures for handling data safely. While no system can be guaranteed completely secure, we regularly review our safeguards to reduce risk.

8. Your Rights Under UK GDPR

You have a number of rights in relation to your personal data. These rights may apply depending on the circumstances and any legal exemptions:

Right to be informed about how your data is used.
Right of access to request a copy of the personal data we hold about you.
Right to rectification to correct inaccurate or incomplete data.
Right to erasure in certain situations, sometimes called the right to be forgotten.
Right to restrict processing where you ask us to limit how we use your data.
Right to data portability for data you provided to us in certain circumstances.
Right to object to processing based on legitimate interests or direct marketing.
Rights related to automated decision-making, if such processing were ever used.

You may also withdraw consent where processing is based on consent. Exercising these rights will not usually affect your ability to receive our services, although some requests may limit what we can provide if the data is necessary to perform the service or comply with the law.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children except where it is incidentally included in service arrangements and only when necessary for the move or related communications. If we become aware that we have collected data improperly, we will take steps to delete it where appropriate.

10. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or the way we process data. The most recent version will always apply to our handling of personal information. We encourage customers to review this policy periodically so they remain informed about how their data is protected.

11. Complaints

If you have concerns about the way we handle your personal data, you have the right to raise a complaint with the relevant data protection authority. We encourage you to first contact us so we can address your concerns promptly and fairly. We will do our best to resolve any issue in a transparent and lawful manner.

Effective for all Ealing Man And Van customers in the area. This policy is intended to provide clear information about how we manage personal data in connection with our moving and removal services. By using our services, you acknowledge that your information may be processed as described in this Privacy Policy, subject always to applicable data protection laws.