Privacy Policy - Man And Van Barnes

This Privacy Policy explains how Man And Van Barnes collects, uses, stores, shares, and protects personal data when providing removal, transport, delivery, and related services. It applies to all Man And Van Barnes customers in the area, including individuals and businesses who request quotes, make bookings, communicate with us, or receive services from us. We are committed to handling personal data in a lawful, fair, transparent, and secure manner in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

For the purposes of data protection law, Man And Van Barnes acts as the data controller for personal data collected in connection with our services. This means we determine the purposes and means of processing personal data relating to customers, prospective customers, suppliers, and other individuals who interact with us in the course of our business.

2. Personal Data We Collect

We only collect personal data that is necessary for business, legal, or operational purposes. The types of information we may collect include:

Identity details: name, title, and in some cases company name.
Contact details: address, email address, and phone number.
Service details: booking dates, collection and delivery locations, property access information, inventory details, and service preferences.
Payment information: billing details, payment confirmation, and transaction records. We do not store full card details where payments are handled through secure third-party payment providers.
Communication records: emails, messages, call notes, quote requests, complaints, feedback, and any other correspondence.
Technical information: limited information such as IP address, browser type, or device details if you interact with our digital systems, where applicable.
Special circumstances data: information you choose to provide that may be relevant to moving or delivery arrangements, such as access needs, fragile item handling, or specific timing requirements.

We do not intentionally collect special category data unless you provide it to us voluntarily and it is necessary for a service request or operational reason. Where this happens, we apply additional safeguards and only process such data where a lawful basis exists.

3. How We Use Personal Data

We use personal data for the following purposes:

to provide quotes and respond to enquiries;
to manage bookings, collections, deliveries, and removals;
to communicate about service changes, schedules, and customer requirements;
to process payments, refunds, and invoices;
to maintain accurate business and accounting records;
to deal with complaints, disputes, and claims;
to improve our services, planning, and operational efficiency;
to comply with legal and regulatory obligations;
to prevent fraud, misuse, or unlawful activity;
to establish, exercise, or defend legal rights.

We only use personal data in ways that are compatible with the reason it was collected, unless we reasonably determine that another lawful basis applies.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each type of personal data processing. Depending on the circumstances, we rely on one or more of the following:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging the service, completing the job, and handling related administrative tasks.

Legitimate Interests

We may process data where it is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. Examples include maintaining service records, improving operations, protecting against fraud, and managing customer communications. We always consider whether the processing is necessary and whether it is proportionate.

Legal Obligation

We may process data where required to comply with legal duties, such as tax, accounting, record-keeping, insurance, or other regulatory obligations.

Consent

In limited cases, we may rely on your consent, for example where it is appropriate for optional communications or certain uses of information. Where consent is used, you may withdraw it at any time, without affecting the lawfulness of prior processing.

5. How We Share Data and Processors

We may share personal data with trusted third parties who act as processors or independent controllers, depending on the service involved. These may include:

Payment processors to handle secure transactions;
Accounting and bookkeeping providers to support financial administration;
IT and cloud service providers that host, store, or maintain our systems;
Communication service providers that support email, messaging, and customer service tools;
Insurance providers, legal advisers, or professional advisers where needed for claims, compliance, or advice;
Regulators, authorities, or law enforcement where disclosure is legally required.

Where we use processors, they are only permitted to process personal data on our instructions and must apply appropriate technical and organisational security measures. We do not sell personal data. We do not share personal data for unrelated marketing purposes unless permitted by law and, where required, with your consent.

6. Data Retention

We keep personal data only for as long as necessary for the purposes for which it was collected, including to meet legal, accounting, insurance, and operational requirements. Retention periods may vary depending on the type of information and the reason for processing.

Customer and service records are generally kept for a reasonable period after the service has ended to deal with queries, disputes, or warranty and insurance matters.
Financial and tax records are retained for the period required by law.
Correspondence and complaint records may be retained longer if necessary to resolve disputes or defend legal claims.
Marketing consent records are retained until you withdraw consent or the information is no longer needed.

When data is no longer required, we will delete it securely or anonymise it where appropriate. Retention decisions are based on necessity, legal requirements, and the need to protect both customers and the business.

7. Data Security

We take appropriate measures to protect personal data from loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff awareness, data minimisation, and review of third-party processors. While no system can be guaranteed to be completely secure, we aim to use safeguards that are suitable for the nature of the data and the risks involved.

8. International Transfers

If any personal data is transferred outside the UK, we will ensure that appropriate protections are in place, such as an adequacy decision or approved contractual safeguards. We will only transfer data where permitted by law and where suitable protections are available.

9. Your Rights

Under data protection law, you have a number of rights in relation to your personal data. These rights may be subject to certain exemptions and conditions:

Right of access: request a copy of the personal data we hold about you.
Right to rectification: ask us to correct inaccurate or incomplete information.
Right to erasure: request deletion of your data where there is no legal reason for us to keep it.
Right to restrict processing: ask us to limit how we use your data in certain situations.
Right to object: object to processing based on legitimate interests or direct marketing.
Right to data portability: receive certain data in a structured, commonly used format where applicable.
Right to withdraw consent: withdraw consent where processing is based on consent.

If you wish to exercise any of these rights, we will assess the request in accordance with applicable law and respond within the required timeframes. You also have the right to raise concerns with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.

10. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where necessary in connection with a household service request and provided by an adult customer or authorised representative. If we become aware that we have collected data inappropriately, we will take appropriate steps to delete it.

11. 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 data. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically so they remain informed about how their personal data is handled.

12. Summary of Our Commitment

Man And Van Barnes is committed to protecting customer privacy and using personal data responsibly. We collect only the information we need, process it on a valid lawful basis, retain it for no longer than necessary, and use trusted processors where appropriate. Our approach is designed to ensure transparency, security, and respect for your rights while delivering reliable moving and transport services across the area.