Privacy Policy - Man With Van Raynerslane

Man With Van Raynerslane is committed to protecting the privacy and personal data of all customers, prospective customers, and website visitors who use our services in the Raynerslane area. This Privacy Policy explains how we collect, use, store, share, and protect personal information, and sets out the rights available to individuals under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy applies to all Man With Van Raynerslane customers in the area, including anyone who requests a quote, books a service, communicates with us, receives our moving or van-related services, or otherwise interacts with our business in connection with those services.

1. Who We Are

For the purposes of data protection law, Man With Van Raynerslane acts as the data controller in relation to the personal data we process. This means we determine the purposes and means of processing personal information for the operation of our services, administration, customer support, safety, and legal compliance.

2. Personal Data We Collect

We collect and process only the information necessary to provide our services effectively and responsibly. The types of personal data we may collect include:

Identity information such as name and title.
Contact information such as address, email address, and telephone number.
Service information such as booking details, moving requirements, property access information, inventory details, collection and delivery locations, and preferred dates or times.
Payment and billing information where relevant to manage invoices, payments, refunds, and accounting records.
Communication records including emails, messages, call notes, and any correspondence relating to a quote, booking, complaint, or enquiry.
Technical information if you interact with digital systems, such as IP address, device information, and usage data collected through standard website or service analytics tools.
Special category data only where strictly necessary and with appropriate safeguards, for example if you voluntarily share information relating to accessibility needs or health considerations connected to your move.

We do not seek to collect unnecessary personal data. Please avoid providing sensitive information unless it is relevant to your service and you are comfortable sharing it.

3. How We Collect Personal Data

We may collect personal data directly from you when you:

request a quote;
make a booking;
communicate with us by phone, email, or other channels;
provide instructions for a move or related service;
submit payment or invoicing details;
give feedback, make a complaint, or ask a question.

We may also receive data indirectly from third parties where necessary to deliver the service, such as property agents, business partners, payment providers, or subcontracted service providers. In all cases, we only use such information where we have a lawful basis and where it is relevant to the service.

4. Lawful Basis for Processing

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

Contract: where processing is necessary to provide a quote, enter into a service agreement, carry out a move, handle payments, or fulfil our obligations to you.
Legitimate interests: where processing is necessary for our legitimate business interests, such as improving services, responding to enquiries, protecting our business from fraud or misuse, maintaining records, and managing customer relationships, provided your rights do not override those interests.
Legal obligation: where processing is required to comply with applicable laws, including tax, accounting, insurance, and transport-related obligations.
Consent: where we rely on your clear consent, for example for certain optional communications or the processing of special category data where no other basis is appropriate. You may withdraw consent at any time where processing is based on consent.

We will only process special category data when permitted by law and when additional conditions are met, such as explicit consent or necessity for legal claims or substantial public interest grounds, as applicable.

5. How We Use Personal Data

We use personal data for the following purposes:

to provide moving and van services;
to prepare quotations and confirm bookings;
to communicate with customers about service arrangements;
to manage billing, invoices, and payment processing;
to deliver customer support and handle complaints;
to maintain internal records and service history;
to meet legal, regulatory, tax, and insurance requirements;
to improve our operations, service quality, and customer experience;
to prevent fraud, misuse, or unauthorised access;
to protect the safety of staff, customers, and property.

We will not use your personal data for purposes that are incompatible with the reasons we collected it unless we inform you and have a valid lawful basis.

6. Data Sharing and Processors

We may share personal data with trusted third parties who act as processors or, in some cases, independent controllers. These parties only receive the information needed for their role and are required to protect it under appropriate contractual and legal arrangements.

Examples of processors may include:

Payment service providers that process card payments or other transactions.
Accounting and bookkeeping providers that help us manage financial records and tax obligations.
IT and cloud service providers that store or secure business data and systems.
Customer management or scheduling tools used to organise bookings and service communications.
Professional advisers such as insurers, legal advisers, or auditors when necessary.
Subcontractors or drivers involved in fulfilling a booking, where appropriate for service delivery.

We may also disclose personal data where required by law, court order, regulator request, or to establish, exercise, or defend legal claims. We do not sell personal data.

7. International Transfers

If any of our processors store or access data outside the UK, we ensure appropriate safeguards are in place to protect your information. These safeguards may include UK adequacy regulations, standard contractual clauses, or other legally recognised transfer mechanisms.

8. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, and to meet legal, accounting, insurance, or reporting requirements. Retention periods depend on the nature of the data and the service provided.

Booking and service records are generally kept for a period that allows us to manage disputes, customer service issues, and operational records.
Financial and invoicing records are retained in line with tax and accounting obligations.
Communication records are kept for as long as needed to resolve enquiries, complaints, or contractual issues.
Data held on the basis of consent is kept until you withdraw consent or it is no longer needed for the relevant purpose.

When data is no longer required, we will securely delete, anonymise, or archive it in accordance with our retention procedures.

9. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure, alteration, or destruction. These measures are designed to reflect the nature of the data and the risks involved.

Such measures may include access restrictions, secure storage, staff confidentiality obligations, password protection, and careful control of processor access. While no system can be guaranteed completely secure, we work continuously to maintain a reasonable and proportionate level of protection.

10. Your Rights

Under data protection law, you may have the following rights in relation to your personal data:

Right of access - to request a copy of the personal data we hold about you.
Right to rectification - to request correction of inaccurate or incomplete information.
Right to erasure - to request deletion of your data in certain circumstances.
Right to restriction - to request that we limit how we use your data in certain situations.
Right to object - to object to processing based on legitimate interests or direct marketing, where applicable.
Right to data portability - to request transfer of certain data to you or another controller, where technically applicable.
Right to withdraw consent - where we rely on consent, you may withdraw it at any time.

Please note that some rights may not apply in every situation, and we may need to retain certain information where required by law or necessary for legitimate business purposes.

11. How to Exercise Your Rights

If you wish to exercise any of your rights, you should make a request using the appropriate communication route available to you through our usual service channels. We may need to verify your identity before responding to ensure that personal data is only disclosed to the correct individual.

We will respond to valid requests within the timeframes required by law, typically within one month, subject to permitted extensions for complex or multiple requests.

12. Complaints

If you are concerned about how your personal data has been handled, we encourage you to raise the matter with us first so we can review and address it. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, our services, or how we process personal data. Any updated version will apply from the date it is made available. We recommend reviewing it periodically to stay informed about how we protect your information.

14. Summary of Our Commitment

Man With Van Raynerslane respects the privacy of every customer and only processes personal data where necessary, lawful, and proportionate. We use data to deliver services, manage our business responsibly, and meet legal duties. We retain data for appropriate periods, share it only with trusted processors where required, and uphold your rights under data protection law.

By using our services in the Raynerslane area, you acknowledge that this Privacy Policy applies to you as a customer or service user of Man With Van Raynerslane.