Privacy Policy

Chiswick Man and Van Privacy Policy

This Privacy Policy explains how Chiswick Man and Van collects, uses, stores and protects personal data relating to our customers and website visitors. It applies to all Chiswick Man and Van customers in our service area and to anyone who contacts us to enquire about or use our services.

We are committed to protecting your privacy and handling your information in a fair, lawful and transparent way, in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018.

Personal data we collect

We collect and process different types of personal data depending on how you interact with us and which services you use. The categories of data we typically collect include:

Identification and contact details, such as your name, postal address, property address for collection and delivery, and any other address you provide for our services.

Communication details, such as your preferred contact method and the content of communications you send to us, including enquiries, booking details and any feedback you provide.

Service and booking information, such as dates and times of requested moves or deliveries, details about the items to be moved, access information for properties, and any special instructions relevant to the service.

Billing and payment information, such as the amounts charged and payment status. Where payments are processed by a payment service provider, that provider may collect and process your card or account details directly on its own systems.

Technical and usage information, which may include basic information about how you interact with our website or digital services, such as pages visited, time and date of visits, and general device or browser information. This may be collected using cookies or similar technologies where applicable.

How we collect your data

We collect personal data in the following ways:

Directly from you when you contact us by phone, through a website contact form, by post or in person to request a quote, make a booking or ask a question about our services.

During the provision of services when our team attends your premises or another location you have specified and you provide information we need to complete the job safely and efficiently.

From third parties where this is necessary and lawful, for example where a letting agent, landlord or another party arranges services on your behalf and passes us necessary contact and property details.

Automatically when you use our website, where basic technical and usage information may be collected for analytics or security purposes.

Lawful basis for processing

We only process your personal data when we have a valid legal basis under data protection law. The main lawful bases we rely upon are:

Contract. We process personal data where it is necessary to enter into or perform a contract with you, for example to provide man and van, removal or delivery services that you have requested, to manage bookings, and to handle related customer service matters.

Legitimate interests. We process personal data where it is necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. Our legitimate interests include managing and improving our services, handling routine business administration, ensuring the safety and security of our staff and customers, maintaining accurate records, and pursuing or defending legal claims.

Legal obligation. We process certain data where this is necessary to comply with our legal obligations, for example in relation to tax, accounting, record keeping or responding to lawful requests from regulatory or law enforcement authorities.

Consent. In limited circumstances, we may rely on your consent, for example for certain types of optional marketing communications or non-essential cookies. Where we rely on consent, you can withdraw it at any time using the methods we provide.

How we use your personal data

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

To provide and manage our services, including assessing your requirements, providing quotes, arranging and carrying out moves or deliveries, and communicating with you about the status of your booking.

To respond to enquiries and customer service requests, such as answering questions about our services, handling complaints, and providing after-service support.

To manage our business operations, including scheduling staff, planning routes, managing vehicles and equipment, processing invoices and payments, and maintaining accurate records for accounting and tax purposes.

To improve and develop our services, including monitoring the performance of our services, analysing trends, and using feedback you provide to improve our processes and customer experience.

To protect our business, staff and customers, including preventing and detecting fraud, ensuring the security of our systems and premises, and establishing, exercising or defending legal claims.

Where permitted, to send you limited and relevant information about our services, such as updates to our terms or changes to how we operate. You can object to marketing communications at any time.

Data sharing and processors

We do not sell your personal data. We only share personal data where necessary, lawful and proportionate. The types of third parties with whom we may share data include:

Service providers acting as data processors who perform services on our behalf, such as information technology providers, website hosting and maintenance, payment processing, secure data storage, and route or scheduling software providers.

Professional advisers such as accountants, insurers, legal advisers or consultants where this is necessary for the management of our business or to obtain professional advice.

Couriers, subcontractors or partner companies used on occasion to assist in delivering or completing services you have requested, where they need relevant details such as collection or delivery addresses and contact information.

Public authorities, regulators or law enforcement agencies if we are required to do so by law or where disclosure is necessary to protect our rights, the rights of our staff or customers, or to assist in preventing crime or fraud.

Where we use data processors, they are required to act only on our instructions, to keep your data secure and confidential, and to comply with applicable data protection laws.

Data retention

We keep personal data only for as long as is necessary for the purposes described in this Privacy Policy, and to comply with our legal and regulatory obligations. Retention periods may vary depending on the type of data and the context in which it was collected.

In general, we keep customer and booking records for a period that allows us to manage ongoing services, respond to queries or complaints, and satisfy tax and accounting requirements. After the relevant retention period has expired, personal data is securely deleted or anonymised so that it can no longer be linked to an identifiable individual.

If you request that we erase your personal data, we will do so where we are able and where we are not legally required or otherwise permitted to retain the data for a longer period.

International transfers

Our primary operations are based in the United Kingdom. If we ever transfer your personal data outside the United Kingdom or the European Economic Area, we will ensure that appropriate safeguards are in place, such as using countries that have been deemed to provide an adequate level of protection for personal data or using standard contractual clauses approved by the relevant authorities.

Your data protection rights

Under data protection law, you have a range of rights in relation to your personal data. These rights apply to all Chiswick Man and Van customers in our service area, subject to certain legal limitations and exemptions. Your key rights include:

The right of access. You can request confirmation of whether we process your personal data and, if so, receive a copy of that data and certain additional information.

The right to rectification. You can ask us to correct or complete personal data that you believe 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 or where you withdraw consent and there is no other lawful basis for processing.

The right to restrict processing. You can ask us to restrict the processing of your personal data in certain situations, for example while we verify the accuracy of the data or consider an objection you have raised.

The right to object. You can object to our processing of your personal data where we rely on legitimate interests as our lawful basis, including any direct marketing activities. We will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms or where processing is needed for legal claims.

The right to data portability. In certain circumstances, you can request that we provide you with personal data that you have given us in a structured, commonly used and machine readable format, or that we transmit it to another controller where this is technically feasible.

The right to withdraw consent. Where we rely on your consent to process personal data, you can withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Security of your personal data

We take appropriate technical and organisational measures to protect your personal data from unauthorised access, accidental loss, disclosure or destruction. These measures include limiting access to personal data to staff and service providers who need it for legitimate business purposes, maintaining appropriate physical and electronic security arrangements, and providing guidance and training to staff about data protection responsibilities.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, how we handle personal data, or changes in applicable laws and regulations. Any updated version will apply to all personal data from the date it is published. We encourage you to revisit this page periodically to stay informed about how we handle your information.