Privacy Policy - Chiswick Man And Van

This Privacy Policy explains how Chiswick Man And Van collects, uses, stores, shares, and protects personal data when providing removals, man and van, delivery, loading, unloading, packing, and related moving services. It applies to all Chiswick Man And Van customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or communicate with us in connection with a booking, quotation, or service enquiry.

We are committed to handling personal data in a lawful, fair, and transparent manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect and use the information that is necessary to deliver our services, manage our business, meet legal obligations, and improve customer service.

1. Information We Collect

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

Identity details such as your name and, where relevant, the name of a company or organisation.
Contact details such as your email address, telephone number, and moving or service address.
Booking and service details including collection and delivery addresses, dates, times, access information, inventory details, and property-specific instructions.
Payment information such as billing details and transaction records. We do not intentionally store full card details unless required through secure payment processing systems.
Communication records including emails, messages, call notes, and any information you provide when requesting a quote, making a complaint, or asking for support.
Special instructions relating to fragile items, parking arrangements, building access, or other service requirements.
Technical and usage data if you interact with our digital systems, which may include device details, log data, or cookie-related information where applicable.

We may also receive personal data from third parties where it is necessary to provide our services, such as letting agents, estate agents, landlords, business partners, or payment providers acting on your behalf.

2. How We Use Your Data

We use personal data only where we have a valid reason to do so. The main purposes for processing your information include:

Providing quotations and confirming bookings.
Planning and carrying out removal, transportation, loading, unloading, and related services.
Communicating with you about your booking, schedule, access requirements, or service changes.
Managing payments, invoicing, and account administration.
Handling complaints, claims, refunds, or disputes.
Meeting legal, accounting, insurance, and tax obligations.
Preventing fraud, misuse, or unauthorised activity.
Improving our services, operational efficiency, and customer experience.

Where we use your data for marketing, we will do so only in accordance with applicable law and, where required, with your consent. You may opt out of non-essential marketing at any time.

3. Lawful Basis for Processing

Under data protection law, we must identify a lawful basis for each activity we carry out with your personal data. Depending on the purpose, we rely on one or more of the following legal bases:

Contract - processing is necessary to perform our contract with you or to take steps at your request before entering into a contract, such as providing a quote or completing a booking.
Legal obligation - processing is necessary to comply with tax, accounting, record-keeping, insurance, or other legal requirements.
Legitimate interests - processing is necessary for our legitimate business interests, provided these interests do not override your rights and freedoms. This may include service administration, business planning, fraud prevention, and improving operations.
Consent - in limited cases, we may rely on your consent, such as for certain marketing communications or optional services. Where consent is used, you can withdraw it at any time.

We do not use your personal data for purposes that are incompatible with those described in this policy.

4. Sharing Your Information

We may share personal data with carefully selected third parties when necessary to run our business and deliver services. These may include:

Payment processors who handle secure payment transactions.
IT and cloud service providers who store data or support our systems.
Professional advisers such as accountants, insurers, legal advisers, and auditors.
Subcontractors and operational partners who help us complete services, subject to confidentiality and data protection requirements.
Authorities or regulators where disclosure is required by law, court order, or lawful request.

We do not sell your personal data. Where processors are used, they act on our instructions and are required to implement appropriate technical and organisational measures to protect your information.

Processors and Data Protection Controls

When we use a processor, we ensure that appropriate contractual safeguards are in place. These contracts require processors to:

Process personal data only for specified purposes.
Keep personal data confidential and secure.
Assist us with data subject requests where appropriate.
Notify us of data incidents without undue delay.
Delete or return personal data when no longer needed for the agreed purpose.

We take reasonable steps to ensure that any processor we use meets data protection standards and only accesses the minimum data necessary to perform its role.

5. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, tax, insurance, and dispute-resolution requirements. Retention periods vary depending on the type of record and the nature of our relationship with you.

Booking and service records are typically retained for a period needed to manage the service, respond to follow-up queries, and support business records.
Financial and tax records may be retained for the legally required period.
Complaint or claim records may be retained for longer where necessary to defend legal claims or resolve disputes.
Marketing records are kept until you unsubscribe, object, or ask us to stop using them.

When personal data is no longer required, we will delete it securely or anonymise it so that it can no longer identify you.

6. Your Rights

As a data subject under the UK GDPR, you have several rights in relation to your personal data. These rights may be subject to conditions or legal exemptions:

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 information.
Right to erasure - you may request deletion of your data in certain circumstances.
Right to restriction - you can ask us to limit how we use your data in certain situations.
Right to object - you can object to processing based on legitimate interests or direct marketing.
Right to data portability - in some cases, you may request your data in a structured, commonly used format.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we will respond in line with applicable data protection law. We may need to verify your identity before acting on a request to protect your privacy and security.

7. Security of Your Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, accidental loss, destruction, or alteration. These measures may include access controls, secure storage, staff confidentiality obligations, and data minimisation practices. While no system can be guaranteed 100% secure, we take privacy and security seriously and regularly review our safeguards.

8. International Transfers

Where personal data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect that information in accordance with applicable law. This may include use of approved contractual clauses or transfers to countries recognised as providing adequate protection.

9. Children’s Data

Our services are intended for adults and business customers. We do not knowingly collect personal data from children unless it is necessary in the context of a family move or related booking and is provided by an adult customer. If we become aware that we have collected data without a valid basis, we will take appropriate steps to delete it.

10. Changes to This Privacy 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 revised version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we protect personal data.

11. Summary of Our Commitment

Chiswick Man And Van only uses personal data where it is necessary, lawful, and proportionate. We collect the minimum information needed to provide moving services, retain it only for as long as required, share it only with trusted processors and advisers, and respect the rights of every customer in the area. Your privacy matters to us, and we aim to handle your information with care, transparency, and accountability at every stage.