Privacy Policy - Man And Van Holloway

Man And Van Holloway is committed to protecting the privacy and personal data of all customers, prospective customers, and website or service users in our area. This Privacy Policy explains how we collect, use, store, share, and protect personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It applies to all Man And Van Holloway customers in area, whether they engage our services by phone, email, online enquiry, or through any other direct communication channel.

1. Who We Are

Man And Van Holloway provides removal, moving, delivery, and related transport services. In providing these services, we act as a data controller for the personal information we collect and process about our customers and other individuals connected to a booking or enquiry. This means we determine how and why your personal data is used, and we are responsible for ensuring it is processed lawfully, fairly, and transparently.

2. Personal Data We Collect

We collect only the information that is necessary to provide our services, manage bookings, communicate with you, and meet legal and business obligations. The types of data we may collect include:

Identity data such as your name.
Contact data such as your telephone number, email address, and moving or collection address.
Booking and service data such as service date, job details, property access information, item descriptions, and delivery instructions.
Payment data such as payment confirmation, billing records, and transaction references. We do not keep unnecessary card details unless required by a secure payment provider.
Communication data such as enquiries, messages, complaints, and notes of telephone or email correspondence.
Technical data where applicable, such as basic device or usage information if you interact with our digital services.
Special category data only if you voluntarily provide it and only where strictly necessary for the service, such as access needs or health-related information relevant to safe moving arrangements. This data is handled with extra care.

We do not intentionally collect more information than is needed. Providing accurate information helps us deliver services safely and efficiently.

3. How We Use Your Personal Data

We use your personal data for the following purposes:

To provide quotes and respond to enquiries.
To confirm and manage bookings.
To perform removal, transport, and delivery services.
To communicate with you about the job, timing, access, or service changes.
To handle payments, invoices, and refunds where applicable.
To manage customer service issues, complaints, and claims.
To maintain business records and comply with legal obligations.
To prevent fraud, misuse, or security incidents.
To improve our service delivery, planning, and operational efficiency.

We process personal data only where it is relevant, limited, and appropriate for these purposes.

4. Lawful Basis for Processing

Under GDPR, we must have a lawful basis before processing personal data. Man And Van Holloway relies 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 preparing quotes at your request, managing bookings, and delivering the agreed service.

Legitimate Interests

We may process data based on our legitimate interests where doing so is necessary for running and improving our business, provided your rights and interests do not override ours. Examples include record keeping, service improvement, fraud prevention, and responding to customer issues.

Legal Obligation

We may process and retain certain data to meet legal obligations, such as accounting, tax, insurance, and regulatory requirements.

Consent

Where consent is required, for example for specific optional communications or sensitive information you choose to provide, we will only process that data with your clear permission. You may withdraw consent at any time, where consent is the lawful basis used.

5. Data Sharing and Processors

We may share personal data with trusted third parties when necessary to deliver our services or operate our business. These third parties act as processors or, in some cases, separate controllers. We only share the minimum data necessary and require appropriate safeguards.

Typical categories of processors may include:

Payment providers that handle secure transaction processing.
Accounting and bookkeeping providers that assist with financial records and tax compliance.
IT and cloud service providers that support secure storage, communication, or business systems.
Customer communication tools that help us manage enquiries and service updates.
Insurance or claims-related providers where required for a claim, incident, or dispute.
Professional advisers such as legal or financial advisers when needed for compliance or dispute resolution.

All processors are expected to process data only on our instructions, keep it secure, and comply with data protection requirements. We do not sell personal data.

6. International Transfers

If any processor stores or accesses data outside the UK, we ensure that appropriate safeguards are in place, such as adequacy regulations or approved contractual protections. We take steps to make sure your personal data remains protected to a standard consistent with UK GDPR.

7. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of record and the nature of the service. In general:

Booking and service records are retained for a reasonable period to manage follow-up queries, disputes, and service history.
Financial and invoice records are retained for the period required by tax and accounting law.
Correspondence and complaint records are kept for a period appropriate to the issue and resolution process.
Data no longer required is securely deleted, anonymised, or destroyed.

We review retention regularly to ensure that data is not held longer than necessary.

8. Data Security

We use appropriate technical and organisational measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure systems, staff awareness, and limiting access to those who need it for legitimate business purposes. While no system can be guaranteed to be completely secure, we take data protection seriously and continuously review our safeguards.

9. Your Rights

Under data protection law, you have several rights regarding your personal data. These rights may apply depending on the circumstances and the lawful basis used for processing.

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to request correction of inaccurate or incomplete data.
Right to erasure - to request deletion of data in certain situations.
Right to restrict processing - to ask us to limit how we use your data in certain circumstances.
Right to object - to object to processing based on legitimate interests, including certain forms of direct marketing.
Right to data portability - to receive data you provided in a structured, commonly used format in some circumstances.
Right to withdraw consent - where processing is based on consent.

You also have the right to lodge a complaint with the UK Information Commissioner's Office if you believe your data has been handled unlawfully. We encourage you to raise concerns with us first so we can address them promptly.

10. Children’s Data

Our services are intended for adults arranging moving or delivery services. We do not knowingly collect children’s personal data unless it is incidentally provided as part of a booking or service arrangement. If we become aware that we have collected unnecessary data relating to a child, we will take appropriate steps to delete or protect it.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, operations, or data processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

12. Summary of Our Commitment

Man And Van Holloway respects your privacy and handles personal data with care, fairness, and accountability. We collect only what is necessary, use it for clear and lawful purposes, retain it for no longer than required, and work with processors who are contractually bound to protect it. This Privacy Policy applies to all Man And Van Holloway customers in area, and it reflects our ongoing commitment to lawful, transparent, and secure data processing.

By using our services, you acknowledge that you have read and understood this Privacy Policy. We remain committed to safeguarding your personal information at every stage of your customer journey.