Hampstead Man and Van Privacy Policy

This Privacy Policy explains how Hampstead Man and Van collects, uses, stores and protects personal data about its customers and prospective customers. It also explains your rights under the UK General Data Protection Regulation and related data protection laws. This Privacy Policy applies to all Hampstead Man and Van customers in our service area, including anyone who contacts us to request information, quotations or services.

Who we are and scope of this policy

Hampstead Man and Van provides moving, transport and related services to residential and business customers. In the course of providing these services, we act as a data controller for the personal data that we collect and determine why and how that data is processed. This Privacy Policy covers all personal data we handle in connection with our services, our website, our marketing activities and our customer communications.

Personal data we collect

We may collect and process the following categories of personal data about you when you contact us, request a quotation, make a booking or use our services:

Identification and contact details, such as your name, postal address, property access details, and other contact information you choose to provide.

Booking and service information, such as collection and delivery addresses, dates and times, inventory details or descriptions of items to be moved, service preferences, and related instructions needed to provide our services.

Communication records, such as messages, notes from telephone conversations, and any correspondence relating to enquiries, quotations, bookings, feedback or complaints.

Payment and transaction information, such as records of payments made, payment method details shared with us for invoicing purposes, and transaction history. Where card payments are processed, this is usually handled by secure payment processors, and card details are not stored by us longer than necessary to complete the transaction.

Technical and usage data, which may include basic information about how you use our website or digital services, such as the pages visited and the time of visits, collected through standard server logs or similar technologies.

Any other information you choose to provide that is relevant to arranging or delivering our services, for example details about parking restrictions, building access, or special handling requirements for items.

Lawful bases for processing your personal data

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

Performance of a contract. We use your personal data to provide our services to you, to prepare and send quotations, to confirm bookings, to plan and complete moves, to take payment, and to communicate with you about your service.

Compliance with legal obligations. We may process your personal data where this is necessary to comply with accounting, taxation, record-keeping or other legal requirements, or to respond to lawful requests from authorities.

Legitimate interests. We may process your personal data for our legitimate business interests, such as managing our relationship with customers, improving our services, preventing fraud, ensuring the security of our operations, and maintaining accurate business records. When we rely on this basis, we balance our interests against your rights and reasonable expectations.

Consent. In certain cases, we may ask for your consent, for example to send you marketing communications that you have opted in to receive. Where we rely on consent, you can withdraw it at any time by contacting us or using any unsubscribe options we may provide.

How we use your personal data

We may use your personal data for the following purposes:

To respond to enquiries and provide quotations for our services.

To create, manage and fulfil bookings, including planning routes, scheduling teams and allocating vehicles.

To communicate with you about your booking, including confirmations, updates, reminders and follow-up messages.

To process payments, issue invoices, and maintain financial and accounting records.

To manage our relationship with you, including handling feedback, complaints and service queries.

To improve our services, operations and customer experience, based on service information and feedback you provide.

To send you service-related information and, where permitted, marketing information about our services that may be of interest to you.

To comply with legal and regulatory obligations, and to protect our rights, property and safety and that of our staff and customers.

Data sharing and use of processors

We do not sell your personal data. We may share your personal data with trusted third parties where necessary for the purposes described in this Privacy Policy, and only to the extent required.

Service providers acting as data processors may include providers of information technology services, customer management systems, secure payment processing, accounting and invoicing systems, cloud storage, and communication tools. These providers are only allowed to process your personal data on our instructions and must protect it in accordance with data protection law and appropriate contractual safeguards.

In limited circumstances, we may also share your personal data with professional advisers such as accountants or legal advisers, or with authorities or regulators where required by law or where necessary to establish, exercise or defend legal claims.

International data transfers

If any of our service providers or systems are located outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with data protection law. This may include the use of standard contractual clauses or other legally recognised transfer mechanisms, combined with technical and organisational measures to keep your data secure.

Data retention

We keep your personal data only for as long as is reasonably necessary for the purposes for which it was collected, including to meet any legal, regulatory, tax, accounting or reporting requirements.

In general, quotation and booking information, correspondence and service records may be kept for a period based on applicable limitation periods for legal claims and mandatory retention periods for business records. Payment and invoice information is typically retained for a minimum period required by tax and accounting laws.

When personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be associated with you. In some cases you may ask us to delete your data sooner, subject to our need to retain certain information for legal or legitimate business reasons.

How we protect your personal data

We take appropriate technical and organisational measures to safeguard your personal data against unauthorised access, accidental loss, destruction or damage. These measures may include access controls, user authentication, secure storage, staff training on data protection and confidentiality obligations, and procedures to respond to suspected data breaches.

While we work to protect your personal data, no method of transmission or storage can be guaranteed as completely secure. We will, however, act promptly to investigate and, where required, notify you and the relevant authorities if we become aware of a personal data breach that is likely to result in a high risk to your rights and freedoms.

Your data protection rights

Under data protection law, you have several rights in relation to your personal data, subject to certain conditions and exemptions. These include:

The right of access. You can request a copy of the personal data we hold about you and information about how we process it.

The right to rectification. You can ask us to correct personal data that is inaccurate or incomplete.

The right to erasure. In certain circumstances, you can ask us to delete your personal data, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it.

The right to restrict processing. You may request that we restrict the processing of your personal data in certain situations, for example while we investigate a concern you have raised.

The right to data portability. In some cases, you can request that we provide your personal data in a structured, commonly used and machine-readable format, or transfer it to another organisation where this is technically feasible.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests, including any direct marketing activities. If you object to direct marketing, we will stop using your data for that purpose.

Rights related to automated decision-making. We do not typically make decisions based solely on automated processing that produce legal or similarly significant effects on you. If this changes, we will inform you and explain your rights in relation to such processing.

Exercising your rights and contacting us

If you wish to exercise any of your data protection rights or raise a concern about how we handle your personal data, you can contact us using the contact details published on our website or in our service communications. We may need to verify your identity before responding to your request. We aim to respond without undue delay and within the timescales required by law.

You also have the right to lodge a complaint with the relevant supervisory authority if you are unhappy with how we use your personal data. We encourage you to contact us first so that we can address your concerns directly wherever possible.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, our practices or applicable law. Any updated version will be made available through our usual communication channels. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal data as a customer of Hampstead Man and Van in our service area.