Privacy Policy

Man with Van Kensington Privacy Policy

This Privacy Policy explains how Man with Van Kensington collects, uses, stores and protects personal data of its customers and prospective customers in the Kensington service area. It is intended to provide clear information in accordance with the UK General Data Protection Regulation and any applicable data protection laws. By requesting a quotation, making a booking or otherwise using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope and data controller

This Privacy Policy applies to all Man with Van Kensington customers and prospective customers located in the Kensington area who contact us, request information, or use our removal and delivery services. Man with Van Kensington is the data controller in respect of the personal data described in this policy, meaning we decide how and why your personal data is processed.

Personal data we collect

We collect and process different categories of personal data when you interact with us. The information we may collect includes:

Identification and contact details such as your full name, postal address, collection and delivery addresses, and other similar location information you choose to provide. We also process any email or telephone contact details you choose to share when you contact us to request information or make a booking.

Service and booking information such as requested dates and times of moves, details of the items to be moved, access information for properties, parking information, special handling instructions, and your preferences about the service.

Transactional and payment information such as details about the services you purchase, the amount charged, payment status and related accounting records. We do not store full payment card details; these are handled by our chosen payment processors.

Communications and correspondence such as messages, feedback, complaints, and any other information you voluntarily provide when you contact us by phone, email or through any enquiry form we may offer.

Technical information where relevant, such as date and time of contact, basic device or browser data, and other data required for the functioning and security of any website or online form we operate.

How we collect your personal data

We collect personal data directly from you when you request a quotation, make a booking, contact us by phone or email, provide instructions to our team in person, or complete any form we provide. We may also receive personal data from third parties such as comparison platforms, booking partners or referrals where you have given them permission to share your details with service providers like us.

Lawful basis for processing

We process your personal data only where we have a lawful basis to do so. The main lawful bases we rely on are:

Contractual necessity: When you request a quote, make a booking or otherwise use our services, we process your personal data to provide the services, manage your booking, handle payment, and communicate with you about your move or delivery.

Legitimate interests: We process certain data to operate and improve our business, manage our relationship with you, respond to enquiries, protect our legal rights, and ensure the safety and security of our staff and property. We always balance these interests against your rights and freedoms.

Legal obligation: We may need to process and retain some information to comply with legal or regulatory obligations, including tax, accounting and record-keeping requirements, or to respond to lawful requests from authorities.

Consent: In some limited cases, we may rely on your consent, for example for certain optional communications or marketing. Where we rely on consent, you have the right to withdraw it at any time.

How we use your personal data

We use the personal data we collect for the following purposes:

To provide and manage our services, including processing enquiries and quotations, confirming bookings, planning routes, allocating staff and vehicles, and carrying out removals, deliveries and related services.

To communicate with you before, during and after your booking, including sending confirmations, updates, service information and responding to your questions or feedback.

To manage payments and invoicing, including processing payment details via our payment processors, issuing invoices or receipts, and maintaining accounting records.

To improve our operations and customer experience, including reviewing feedback, analysing service performance, and training staff.

To maintain safety, security and legal compliance, including dealing with complaints, preventing fraud or misuse of services, resolving disputes, and complying with applicable laws and regulations.

Data sharing and processors

We do not sell your personal data. We may share your information with trusted third parties where necessary to provide our services or meet our legal obligations. These third parties act as data processors or separate controllers, depending on the circumstances.

Data processors working on our behalf may include providers of payment processing services, accounting or bookkeeping services, customer management tools, communication platforms, and information technology or hosting services. These processors are only permitted to use your personal data in accordance with our instructions and must implement appropriate security measures.

We may also share personal data with insurers, professional advisors such as lawyers or accountants, regulatory or law enforcement authorities where required by law, and other third parties where necessary to protect our rights, property or safety or that of our customers or staff.

International transfers

Where we use service providers that are located outside the United Kingdom or the European Economic Area, we will take steps to ensure that your personal data receives an adequate level of protection. This may include using standard contractual clauses approved by relevant authorities or ensuring that the country has an appropriate adequacy decision.

Data retention

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including to provide services, maintain business records, and comply with legal or accounting requirements.

In general, booking and service records, including associated invoices and communications, may be kept for a number of years to satisfy legal and tax obligations. Enquiry information that does not lead to a booking may be retained for a shorter period, after which it will be deleted or anonymised. When we no longer need personal data, we will securely erase or anonymise it.

Data security

We take appropriate technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration or destruction. These measures may include access controls, secure storage, staff training and regular review of our procedures. While we strive to protect your data, no transmission or storage system can be guaranteed as completely secure.

Your data protection rights

Under data protection laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal limitations. Your rights include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, together with information about how we use it.

Right to rectification: You can ask us to correct or complete any inaccurate or incomplete personal data we hold about you.

Right to erasure: In certain circumstances, you can request that we delete your personal data, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction: You can ask us to restrict the processing of your personal data in certain situations, such as while we are considering a request for rectification or objection.

Right to object: You can object to the processing of your personal data where we rely on legitimate interests as our lawful basis. We will stop processing unless we have compelling legitimate grounds or need to continue for legal reasons.

Right to data portability: In certain cases, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or ask us to transmit it to another controller where this is technically feasible.

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

Exercising your rights and complaints

If you wish to exercise any of your data protection rights or have questions about this Privacy Policy, you can contact us using the usual contact methods you use to reach Man with Van Kensington. We will respond to your request in accordance with applicable data protection laws.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your data protection rights have been infringed. We encourage you to contact us first so that we can try to resolve any concerns directly.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal data. The updated version will be effective from the date it is published. You should review this page periodically to stay informed about how we handle your personal data.