Man with Van Docklands Privacy Policy

This Privacy Policy explains how Man with Van Docklands collects, uses, stores, shares and protects personal data relating to customers and prospective customers in the Docklands area. It also explains your rights under the UK General Data Protection Regulation and the EU General Data Protection Regulation, together referred to as GDPR.

This Privacy Policy applies to all Man with Van Docklands customers and prospective customers in the Docklands area who contact us, request a quote, book our services or otherwise interact with us.

Who we are and scope of this policy

Man with Van Docklands is a moving and transport service provider operating in the Docklands area. In relation to the personal data described in this Privacy Policy, Man with Van Docklands acts as the data controller. This means we decide how and why your personal data is processed when you use our services.

This Privacy Policy covers personal data we collect directly from you, generated in the course of providing our services, or obtained from third parties acting on your instructions or with your permission.

Personal data we collect

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

Identification and contact details: name, address, pickup and delivery addresses, contact preferences.

Booking and service information: details of the items to be moved, dates and times of jobs, access information for properties, special instructions and notes relating to your booking.

Communication records: records of communications with you, including enquiries, quotes, confirmations, complaints and feedback, whether by phone, text, messaging, online forms or other channels.

Payment information: confirmation that payment has been made, basic payment references and related records necessary for accounting, tax and audit. We do not store full card details where payments are processed via third-party payment processors.

Technical and usage data: limited technical information such as date and time of contact, pages visited on our site, and basic device or browser information, where this is provided by your device or browser and is necessary for site operation, security or service improvement.

How we collect personal data

We collect personal data directly from you when you:

Submit an enquiry or request a quote.

Make a booking with Man with Van Docklands.

Communicate with us by phone, text, messaging, online forms or other channels.

Provide feedback, reviews or complaints.

We may also receive personal data about you from:

Someone who makes a booking on your behalf, such as a family member, landlord, letting agent or employer.

Third-party platforms that you use to find or book moving services, where they are authorised to share that data with us.

Lawful bases for processing

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

Contract: We process personal data to take steps at your request before entering into a contract and to perform our contract with you. This includes providing quotes, confirming bookings, planning and carrying out moves, communicating about your move and handling payments.

Legal obligation: We process personal data where necessary to comply with legal and regulatory obligations, such as tax, accounting and record-keeping duties, responding to lawful requests from authorities, and ensuring health and safety.

Legitimate interests: We process personal data where it is necessary for our legitimate interests or those of a third party, and where your interests and fundamental rights do not override those interests. Our legitimate interests include managing and improving our services, preventing fraud and misuse, keeping appropriate business records, handling customer queries and disputes and protecting our legal rights.

Consent: In limited cases we may rely on your consent, for example if we send certain types of marketing communications by electronic means where consent is required. When we rely on consent, you can withdraw it at any time by contacting us using the contact details you already hold for us.

How we use your personal data

We process your personal data for the following purposes:

To respond to enquiries, provide quotes and discuss your moving requirements.

To create, manage and fulfil bookings and to provide our moving and transport services.

To communicate with you regarding dates, times, access arrangements, changes and updates relating to your booking.

To take and process payments and maintain accounting and tax records.

To manage customer service, including handling queries, complaints and feedback.

To improve our services, operations and customer experience, using aggregated and anonymised information where possible.

To protect our business, personnel and property, including fraud prevention, dispute resolution and legal claims.

Data sharing and processors

We do not sell your personal data. We only share it when necessary for the purposes set out above, and we require recipients to protect your data in accordance with GDPR.

We may share your personal data with:

Service providers and data processors: These are third parties who process personal data on our behalf and under our instructions. Typical examples include payment processors, IT and hosting providers, communication and messaging services, route planning and logistics systems and accountants or professional advisers. We enter into appropriate data processing agreements with such providers where required.

Other parties involved in your move: Where necessary, we may share relevant details with building managers, landlords, letting agents or other third parties directly involved in access and logistics for your move, but only to the extent required to perform the service.

Authorities and legal parties: We may share personal data when required by law or regulation, to respond to lawful requests by public authorities, or to establish, exercise or defend legal claims.

If any of our service providers are located outside the UK or European Economic Area, we will ensure that appropriate safeguards are in place for international transfers of personal data, in line with GDPR requirements.

Data retention

We keep personal data in an identifiable form only for as long as necessary to fulfil the purposes for which it was collected, including to meet any legal, accounting or reporting requirements.

In general, we apply the following retention periods:

Enquiry and quote information for potential customers is typically kept for up to two years from the date of our last interaction, unless you become a customer or request earlier deletion where permitted by law.

Customer booking and service records, including invoices and supporting documentation, are typically retained for up to seven years from the end of the financial year in which the service was provided, to comply with tax and accounting obligations and to manage any potential legal claims.

Communication records, including complaints and feedback, are typically retained for up to six years from the date of the last communication, to support our legitimate interests in managing our business and dealing with disputes.

Technical and usage data related to security, logs and system integrity may be retained for shorter or longer periods depending on security and operational needs.

When the applicable retention period expires, we will either securely delete, anonymise or aggregate your personal data, unless we are required by law to keep it for longer.

Your data protection rights

Under GDPR, you have a number of rights in relation to your personal data. These rights apply to all Man with Van Docklands customers and prospective customers in the Docklands area, subject to certain legal conditions and exceptions.

Right of access: You have the right to obtain confirmation as to whether we process your personal data and to request a copy of that data, together with certain information about how we use it.

Right to rectification: You have the right to request that inaccurate or incomplete personal data about you is corrected or updated.

Right to erasure: In certain circumstances, you have the right to request the deletion of your personal data, for example where it is no longer necessary for the purposes for which it was collected or where you withdraw consent and there is no other legal basis for processing.

Right to restriction of processing: You can ask us to restrict the processing of your personal data in certain situations, such as when you contest the accuracy of the data or object to our processing, while we consider your request.

Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may have the right to receive the personal data you have provided to us in a structured, commonly used and machine-readable format, and to transmit that data to another controller.

Right to object: You have the right to object to processing of your personal data based on our legitimate interests, on grounds relating to your particular situation. We will stop processing the data unless we have compelling legitimate grounds which override your interests, rights and freedoms or the processing is required for legal claims.

Right to withdraw consent: Where we rely on your consent to process personal data, you may withdraw that consent at any time. This will not affect the lawfulness of processing prior to withdrawal.

Right to complain: You have the right to lodge a complaint with a data protection supervisory authority if you believe that our processing of your personal data infringes GDPR. You can raise concerns with us directly first and we will do our best to address them.

Security of your personal data

We take appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, accidental loss, destruction or damage. These measures include restricting access to personal data to personnel and processors who need it for legitimate business purposes, using secure systems and applying safeguards consistent with the nature of the data and the risks involved.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal obligations or the way we process personal data. The updated version will apply from the date it is made available. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data.