Privacy Policy - Man With Van Waterloo

This Privacy Policy explains how Man With Van Waterloo collects, uses, stores, shares, and protects personal data when providing services to customers in Waterloo and the surrounding area. It applies to all Man With Van Waterloo customers in the area, including individuals and businesses who request removals, deliveries, packing, loading, unloading, or related moving services. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man With Van Waterloo is a moving and transport service provider operating in Waterloo and nearby locations. For the purposes of data protection law, we act as a data controller when we determine why and how personal data is processed in connection with our services, bookings, administration, and customer support. In some situations, we may also act as a data processor when handling data on behalf of a business customer under their instructions.

2. Personal Data We Collect

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

Identity data such as name, title, and business name where applicable.
Contact data such as address, email address, and telephone number.
Service information including booking details, pickup and delivery addresses, inventory descriptions, and moving requirements.
Payment and billing data such as payment status, invoice details, and transaction records.
Communication data including messages, calls, quotes, complaints, and feedback.
Technical data such as device information, IP address, and basic usage data if you interact with our digital systems.
Special instructions you provide to support safe handling, access arrangements, or timing requirements.

We do not intentionally collect more data than is necessary for the provision and administration of our services. If you provide information about third parties, such as property access contacts or alternative recipients, you must ensure you have the right to share that information with us.

3. How We Use Personal Data

We use personal data for the following purposes:

To respond to enquiries and provide quotations.
To manage bookings and deliver moving services.
To plan routes, allocate staff, and organise logistics.
To process payments, issue invoices, and manage accounts.
To communicate service updates and operational details.
To handle complaints, claims, and customer support requests.
To maintain records for legal, accounting, and insurance purposes.
To improve our services, operations, and internal processes.
To comply with legal and regulatory obligations.

We only use personal data where we have a lawful basis to do so and where the use is necessary and proportionate to the purpose concerned.

4. Lawful Basis for Processing

Under UK GDPR, we rely on one or more of 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 quotations, confirming bookings, carrying out removals, issuing invoices, and managing customer accounts.

Legitimate Interests

We may process data where it is necessary for our legitimate interests, provided your interests and fundamental rights do not override those interests. This includes improving service quality, preventing fraud, managing business operations, and keeping internal records. Where we rely on legitimate interests, we assess the impact carefully and keep the processing limited to what is necessary.

Legal Obligation

We may process and retain certain information where required to comply with legal obligations, including tax, accounting, insurance, employment, and record-keeping duties.

Consent

In limited circumstances, we may rely on your consent, for example where you voluntarily agree to certain types of optional communication. You may withdraw consent at any time where it is being used as the lawful basis.

5. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, or as required by law. Retention periods depend on the type of information and the reason for holding it.

Booking and service records are generally retained for a reasonable period after the service is completed to manage queries, disputes, and service history.
Financial and accounting records are retained for the periods required under tax and accounting law.
Communication records may be retained for customer service, quality assurance, or evidential purposes.
Claims and incident records may be retained for longer where necessary to deal with insurance, legal claims, or regulatory matters.

When information is no longer required, we will securely delete it or anonymise it so that it can no longer identify you. We do not keep data indefinitely unless there is a lawful reason to do so.

6. Processors and Third Parties

We may share personal data with trusted processors and third parties who help us run our business. These parties only process data on our instructions and are required to protect it appropriately.

Payment service providers to process transactions and manage billing.
IT and hosting providers to support secure data storage and operational systems.
Communication service providers to manage email, telephone, and messaging services.
Professional advisers such as accountants, insurers, or legal advisers where needed.
Regulatory or legal bodies where disclosure is required by law or necessary to protect rights and interests.

Where we use processors, we take reasonable steps to ensure they provide appropriate technical and organisational measures, including confidentiality obligations, access controls, and security safeguards.

7. Data Security

We use appropriate security measures to protect personal data against unauthorised access, accidental loss, destruction, or disclosure. These measures may include access restrictions, secure storage, staff confidentiality obligations, and regular review of our information handling practices. While no system can be guaranteed completely secure, we work to reduce risk and act promptly if a security incident occurs.

8. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

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 data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restriction – to ask us to limit how we use your data in certain cases.
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 also have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed. We encourage you to contact us first so we can try to resolve concerns directly.

9. Special Categories of Data

We do not normally seek special category data, such as health information, racial or ethnic origin, or religious beliefs. However, if you voluntarily provide information that is necessary for service delivery, for example accessibility needs or handling requirements, we will process it only where permitted by law and with appropriate safeguards.

10. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place and that the transfer complies with applicable data protection law. We aim to keep data within secure systems and only transfer it where operationally necessary.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, regulation, or our business practices. Any updated version will apply to all Man With Van Waterloo customers in the area from the date it is published. We encourage you to review this policy periodically so that you remain informed about how your personal data is handled.

12. Summary of Our Commitment

Man With Van Waterloo is committed to responsible data protection. We collect only the information needed to deliver our services, rely on clear lawful bases, keep data only as long as necessary, use carefully selected processors, and respect your rights under UK GDPR. Our approach is designed to be transparent, proportionate, and secure, with customer privacy at the centre of our operations.