Privacy Policy - Man And Van Holloway

This Privacy Policy explains how Man And Van Holloway collects, uses, stores, and protects personal data. It applies to all Man And Van Holloway customers in the area, including anyone who requests a quote, books a service, makes an enquiry, or otherwise interacts with us in connection with moving, delivery, transport, or related services. We are committed to handling personal data in a lawful, fair, transparent, and secure way in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Holloway provides removals, van hire support, item transport, and similar services. In providing these services, we may act as a data controller for the personal information we decide how to use. This means we determine the purposes and means of processing your data in relation to customer and operational matters. Where we use third-party service providers, they may act as data processors on our behalf.

2. Personal Data We Collect

We only collect the information needed to deliver our services properly, manage our business, and meet legal obligations. The types of data we may collect include:

Identity data such as your name and, where relevant, the name of your business or organisation.
Contact data such as your telephone number, email address, and service address.
Service details including move dates, collection and delivery locations, item descriptions, access information, and any special instructions.
Payment and billing data such as payment status, invoice records, and transaction references.
Communications data including messages, call notes, quotations, complaints, and feedback.
Technical data if you use our digital systems, such as IP address or device-related information, where applicable.
Operational data relating to scheduling, route planning, staffing, and service completion.

We do not intentionally collect special category data unless it is strictly necessary and you choose to provide it. If such data is ever shared with us, we will only process it where a lawful basis applies and appropriate safeguards are in place.

3. How We Collect Data

We may collect personal data directly from you when you:

request a quote or make an enquiry;
book or use a service;
communicate with us by phone, email, text, or online forms;
provide instructions for a move or delivery;
submit feedback, complaints, or payment information; or
interact with us in relation to a contract, invoice, or service issue.

We may also receive information from third parties where necessary, such as from a person authorised to book on your behalf, a business client, or a payment provider. Where data is obtained indirectly, we will process it in line with this policy and applicable law.

4. Lawful Basis for Processing

We will only process your personal data where we have a lawful basis under UK GDPR. Depending on the circumstances, we rely on the following bases:

Contract - to provide a quotation, manage a booking, perform the service, handle payments, and deal with service-related communications.
Legal obligation - to comply with tax, accounting, record-keeping, and other regulatory requirements.
Legitimate interests - to operate, improve, and protect our business, manage enquiries, prevent fraud, maintain service quality, and resolve disputes, provided these interests do not override your rights and freedoms.
Consent - where we rely on your clear consent, for example in specific optional communications or marketing-related activity. You may withdraw consent at any time.

If we need to process data for a purpose not covered by one of these bases, we will notify you and explain the relevant legal ground before doing so.

5. How We Use Personal Data

We may use personal data to:

prepare quotations and confirm bookings;
deliver services safely and efficiently;
communicate with customers about arrangements, updates, or issues;
process payments, refunds, and invoices;
manage customer records and service history;
respond to complaints, claims, or legal requests;
protect against fraud, misuse, or security risks;
meet our legal and regulatory obligations; and
improve our operations, service quality, and customer experience.

We will only use your data for purposes that are compatible with the reason it was collected. If a new purpose is materially different, we will consider whether further notice or consent is required.

6. Data Sharing and Processors

We may share personal data where necessary and lawful. This can include sharing with processors who act on our instructions and help us provide our services. Examples may include:

accountants or bookkeeping providers;
payment processors or card handling providers;
booking, scheduling, or administration software providers;
email, storage, or IT support providers;
professional advisers such as lawyers or insurers; and
subcontractors or operational partners involved in service delivery, where needed.

All processors must be bound by appropriate contractual terms requiring them to protect your data, process it only on our instructions, and implement suitable security measures. We do not sell personal data.

We may also disclose personal data where required by law, court order, regulatory request, or to establish, exercise, or defend legal claims.

7. International Transfers

Where a processor or service provider stores or accesses data outside the UK, we will take steps to ensure that appropriate safeguards are in place. This may include adequacy regulations, approved contractual clauses, or equivalent legal protections. We aim to ensure that any international transfer respects your rights and offers a high standard of security.

8. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including legal, accounting, insurance, and dispute-resolution requirements. Retention periods may vary depending on the type of information and the nature of the service.

In general, we may retain:

quotation and booking records for a reasonable period to manage service history and follow-up queries;
invoice, payment, and tax records for the period required by law;
complaints, claims, and dispute records for as long as needed to address the matter and any related limitation period;
communication records for operational and evidential purposes; and
technical logs only for as long as necessary for security, troubleshooting, or system administration.

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

9. Security of Your Data

We take reasonable and proportionate measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, and limiting access to those who need it for their role. While no method of transmission or storage is completely risk-free, we work to maintain a robust and responsible approach to information security.

10. Your Rights

Under data protection law, you have a number of rights regarding your personal data. These may include:

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

Some rights are subject to conditions or legal exceptions. For example, we may need to retain certain records to comply with legal obligations or to defend a legal claim. We will respond to requests in line with applicable law and within the required timeframes.

11. Marketing Preferences

Where we send optional marketing communications, we will only do so if permitted by law. You can opt out of such communications at any time. If you object to marketing, we will stop using your personal data for that purpose as soon as reasonably possible.

12. Children’s Data

Our services are intended for adults and business customers arranging transport or removal services. We do not knowingly collect personal data from children for marketing or other unrelated purposes. If children’s data is incidentally involved in a household move, we will process it only as necessary to complete the service and protect their privacy.

13. Complaints

If you have concerns about how we handle your personal data, you have the right to raise a complaint with the relevant data protection authority in the UK. We encourage you to contact us first so that we can try to resolve the matter promptly and fairly. We take privacy concerns seriously and will work to address them in a transparent manner.

14. 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 updates will apply from the date they are posted or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their data is used.

15. Summary of Our Commitment

At Man And Van Holloway, we are committed to respecting your privacy and handling your personal information responsibly. We collect only what is needed, use it for clear and lawful purposes, keep it only as long as necessary, and require our processors to protect it. Strong privacy practices are part of how we operate, and we aim to ensure that every customer in the area can trust us with their information.

This policy applies to all Man And Van Holloway customers in area.