Privacy Policy - Man And Van Cowley

This Privacy Policy explains how Man And Van Cowley collects, uses, stores, shares, and protects personal data. It applies to all Man And Van Cowley customers in the area, including anyone who requests a quote, books a service, communicates with us, or otherwise interacts with our team. We are committed to handling personal information in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Man And Van Cowley provides man and van, removals, loading, unloading, and related transport services. In the context of this policy, we act as the data controller for personal data we collect and use for our own business purposes. This means we determine why and how your personal information is processed.

2. Information We Collect

We only collect personal data that is necessary to provide our services, manage our business, and meet legal obligations. The types of information we may collect include:

Identity information such as your name and title.
Contact details such as your address, phone number, and email address.
Service information such as collection and delivery addresses, moving dates, access details, property type, item descriptions, and service preferences.
Payment information such as billing details and transaction records. We do not normally store full card details where payment is processed securely by a payment provider.
Communication records including emails, call notes, messages, and any information you provide when requesting a quote or making an enquiry.
Technical information where relevant, such as basic website usage data, device information, and cookies used to improve performance and security.
Special category data only where you voluntarily disclose it and it is necessary for a specific service, for example access requirements linked to health or mobility needs. We will only process this information where a lawful basis and additional condition under data protection law applies.

Important: We do not intentionally collect more information than is required for the services we provide.

3. How We Use Your Data

We use personal data for the following purposes:

To provide quotes, arrange bookings, and deliver moving services.
To communicate with you about your enquiry, booking, or service changes.
To plan routes, allocate staff, and manage logistics.
To process payments, issue receipts, and manage outstanding balances.
To keep records of services provided and maintain business administration.
To handle complaints, claims, or disputes.
To comply with legal and regulatory requirements.
To improve our services, operational efficiency, safety, and customer experience.

We may also use data for internal reporting and service improvement. Where possible, we use aggregated or anonymised information so that individual customers are not identified.

4. Lawful Basis for Processing

We process personal data only when we have a lawful basis under the UK GDPR. Depending on the situation, our lawful bases may include:

Contract

We process your data where it is necessary to take steps at your request before entering into a contract, or to perform our contract with you. This includes preparing quotes, confirming bookings, carrying out removals, and handling payment.

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. This may include managing our customer records, improving operations, preventing fraud, and responding to enquiries.

Legal Obligation

We may need to process and retain data to meet legal, tax, accounting, insurance, or regulatory obligations.

Consent

In limited circumstances, we may rely on your consent, for example if we need to process optional information that is not required for the service. Where consent is used, you may withdraw it at any time.

Vital Interests and Public Interest

These bases are unlikely to apply in most cases, but may be used in exceptional situations where necessary to protect someone’s life or where required by law.

5. How We Share Data

We may share personal data only when necessary and only with trusted parties. These may include:

Service providers and processors that support our operations, such as payment processors, accounting systems, cloud storage providers, IT support, and communication tools.
Subcontractors or drivers involved in delivering your service, where sharing is needed to complete the booking.
Professional advisers such as insurers, accountants, or legal advisers.
Authorities or regulators where disclosure is required by law or necessary to protect legal rights.

We do not sell personal data. Any sharing is limited to what is necessary, proportionate, and protected by appropriate contractual and security measures.

6. Processors

Where we use third-party processors, they only act on our instructions and are required to protect your data. Typical processors may include:

IT and hosting providers that store or secure business data.
Accounting and invoicing providers that help manage payments and records.
Customer communication providers that support email, messaging, or phone systems.
Payment service providers that process transactions securely.

We take reasonable steps to ensure processors provide adequate safeguards, including data processing terms, confidentiality obligations, and appropriate security controls.

7. Data Retention

We keep personal data only for as long as necessary for the purpose it was collected, including meeting legal, accounting, and reporting requirements. Retention periods depend on the type of data and the reason for processing.

Quotation and enquiry records are typically kept for a limited period to manage follow-up and business records.
Booking and service records are retained for the duration required to complete the service and resolve any related issues.
Financial and invoice records are kept for the period required by tax and accounting law.
Complaint and claim records may be retained for longer where needed to defend legal claims or insurance matters.

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

8. Data Security

We use appropriate technical and organisational measures to protect personal data against accidental loss, unauthorised access, misuse, alteration, or disclosure. These measures may include access controls, password protection, secure storage, and limiting access to those who need it for business purposes.

However, no system is completely secure. While we work hard to protect your information, we cannot guarantee absolute security.

9. Your Rights Under Data Protection Law

You have important rights regarding your personal data. Subject to legal limitations, 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 data.
Right to erasure – to request deletion of your data in certain circumstances.
Right to restrict processing – to limit how we use your data in some cases.
Right to object – to object to processing based on legitimate interests or direct marketing.
Right to data portability – to receive certain information in a structured, commonly used format.
Right to withdraw consent – where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable law. We may need to verify your identity before acting on your request.

10. Marketing Communications

We do not send unnecessary marketing. If we contact you with service updates or limited promotional material, we will do so only where permitted by law. You can object to direct marketing at any time, and we will stop using your information for that purpose.

11. Cookies and Similar Technologies

If we use a website or online tools, we may use cookies or similar technologies to support functionality, security, and usage analysis. These technologies help us understand how services are used and improve performance. Where required, we will provide appropriate information about cookies and obtain consent for non-essential cookies.

12. Children’s Data

Our services are intended for adults arranging moving and transport services. We do not knowingly collect personal data from children unless it is necessary and provided by a parent, guardian, or authorised adult in connection with a service.

13. International Transfers

Where personal data is transferred outside the UK, we will ensure that appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or equivalent protective measures, to keep your information secure and lawful.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or processing practices. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review it periodically.

15. Summary of Our Commitment

Man And Van Cowley is committed to responsible and lawful handling of personal data. We only collect information that is needed, we use it fairly, we keep it secure, and we retain it only for as long as required. We respect your privacy rights and aim to be transparent about how your information is used.

By using our services, you acknowledge that this Privacy Policy applies to all Man And Van Cowley customers in the area.