Privacy Policy - Man With Van Coombe

Man With Van Coombe is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and protect information relating to customers, prospective customers, and other individuals who use our services or interact with us. It applies to all Man With Van Coombe customers in the area where our services are offered.

This policy is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Please read it carefully to understand how we handle your personal data and what rights you have.

1. Who We Are

Man With Van Coombe provides removals, transport, and related moving services. For the purposes of data protection law, we act as the data controller when we decide why and how your personal data is processed. This means we are responsible for ensuring your data is processed lawfully, fairly, and transparently.

2. Personal Data We Collect

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

Identity data such as your name, title, and, where needed, company name.
Contact data such as address details and other information needed to arrange a move or service.
Booking and service data including details of the service requested, dates, destinations, item lists, access requirements, and special instructions.
Payment data such as payment status, transaction references, and billing-related records.
Communication data including emails, messages, notes from phone calls, and records of queries or complaints.
Technical data where relevant, such as device, browser, or usage information if you interact with our digital services.
Verification data where needed to help prevent fraud, confirm identity, or protect our services.

We do not seek to collect special category data unless it is strictly necessary and you choose to provide it. Special category data may include information about health, religion, or other sensitive matters. If such information is shared with us, we will only process it where a valid lawful basis exists and additional safeguards apply.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotations, arrange bookings, and deliver moving services.
To manage customer accounts, instructions, and service requests.
To communicate with you about your booking, changes, or service updates.
To process payments, issue invoices, and keep financial records.
To handle complaints, disputes, or claims.
To maintain internal records and improve our services.
To comply with legal and regulatory obligations.
To protect our business, staff, customers, and property from misuse or fraud.

We will only use your personal data where the law allows us to do so. We do not use your data for unrelated purposes that are incompatible with the reason it was collected unless we have a valid lawful basis and, where required, your permission.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis to process your personal data. Depending on the context, we rely on the following legal grounds:

Contract

We process data where it is necessary to enter into or perform a contract with you. This includes preparing quotes, confirming bookings, delivering services, and managing payments.

Legal obligation

We may process and retain information where required to comply with tax, accounting, consumer protection, transport, or other legal requirements.

Legitimate interests

We may process data where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms. Examples include managing service records, preventing fraud, improving our operations, and handling customer enquiries.

Consent

In limited cases, we may rely on your consent, for example where you ask us to store or use information beyond what is required for service delivery. Where consent is used, you may withdraw it at any time.

Vital interests

In exceptional circumstances, we may process information to protect someone’s life or physical safety.

5. Data Sharing and Processors

We may share personal data with trusted third parties who help us operate our business. These organisations act as processors when they process data on our instructions, or as independent controllers where they determine their own purposes.

Examples of processors may include:

IT and cloud storage providers.
Accounting and invoicing services.
Payment processing providers.
Customer administration and communication tools.
Professional advisers such as insurers, accountants, or legal advisers.

We require processors to keep personal data secure, only process it for specified purposes, and comply with data protection law. We do not sell your personal data.

We may also disclose data where necessary to law enforcement, regulators, courts, or other authorities if required by law or to protect our rights, staff, customers, or the public.

6. International Transfers

If any of our service providers store or access personal data outside the UK, we will take appropriate steps to ensure that your information remains protected to an equivalent standard. This may include using approved contractual protections or relying on recognised adequacy arrangements.

7. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including any legal, accounting, insurance, or reporting obligations.

Retention periods may vary depending on the type of data and purpose of processing. For example:

Booking and service records may be retained for a reasonable period after completion in case of follow-up queries, disputes, or claims.
Financial and tax records are usually kept for the period required by law.
Complaint or correspondence records may be kept for as long as needed to resolve the matter and demonstrate compliance.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices.

8. Security of Your Information

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 storage, staff confidentiality obligations, and careful selection of service providers.

Although we take reasonable steps to safeguard your information, no system can be guaranteed to be completely secure. Where a data breach poses a risk to your rights and freedoms, we will respond in line with applicable legal requirements.

9. Your Rights Under GDPR

You have a number of rights in relation to your personal data. Subject to legal limits, these include:

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

You also have the right to raise a concern with the UK Information Commissioner’s Office if you believe your data has been handled improperly. We would appreciate the opportunity to address any concerns directly first.

10. Children’s Data

Our services are generally intended for adults. We do not knowingly collect children’s personal data unless it is necessary for a service arrangement and lawfully provided by an adult acting on their behalf. If we become aware that we have collected data in error, we will take steps to delete it where appropriate.

11. Changes 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 personal data. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review this policy periodically.

12. Summary of Our Commitment

Man With Van Coombe will process personal data fairly, lawfully, and transparently. We collect only what we need, use it for clear purposes, keep it secure, and retain it only for as long as necessary. We also respect your rights and will respond appropriately to requests relating to your information.

This Privacy Policy applies to all Man With Van Coombe customers in the area and is intended to provide clear information about how we handle personal data in connection with our services.