Privacy Policy - Acton Man And Van

Effective date: This Privacy Policy applies to all Acton Man And Van customers in the area and explains how we collect, use, store, share, and protect personal data in connection with our removals, transport, delivery, and related services.

1. Introduction

Acton Man And Van is committed to protecting the privacy and personal data of our customers, prospective customers, suppliers, and other individuals whose information we process. This Privacy Policy is designed to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. It explains what personal data we collect, why we process it, the legal bases we rely on, how long we keep it, who may process it on our behalf, and what rights you have in relation to your information.

By using our services, requesting a quotation, making a booking, or otherwise interacting with us, you acknowledge that your personal data may be processed as described in this Privacy Policy. We only process personal data where we have a lawful basis to do so and we take reasonable steps to ensure it is handled securely and fairly.

2. Personal Data We Collect

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

Identity details: name, title, and, where necessary, proof of identity for service verification.
Contact details: address, email address, and telephone number.
Booking and service details: move date, pickup and delivery addresses, inventory information, access details, special handling requirements, and service preferences.
Payment details: payment status, transaction reference, invoice data, and limited payment information required to process or reconcile payments.
Communication records: emails, messages, notes from phone calls, complaints, service feedback, and any correspondence relating to your booking or our services.
Technical and usage data: IP address, device information, browser information, and basic website usage information if you interact with our digital services.
Operational data: driver notes, scheduling information, route details, and records necessary to complete the requested service.

We may also process special category data only where it is necessary and permitted by law. For example, this may occur if you voluntarily provide information that reveals health-related access needs or other circumstances relevant to the safe delivery of our service. We do not seek to collect unnecessary special category data.

3. How We Collect Data

We collect personal data directly from you when you request a quotation, make an enquiry, book a service, communicate with us, or provide feedback. We may also receive information from third parties such as payment providers, subcontractors, referral partners, or property managers where it is necessary to deliver the service you requested. In some cases, we may obtain data from publicly available sources or from your employer, family member, or representative where they are arranging services on your behalf and have a valid basis to share your details.

4. Why We Use Your Personal Data

We use personal data for the following purposes:

to provide quotations and respond to enquiries;
to manage bookings, schedule services, and complete removals or deliveries;
to communicate with you about your service;
to process payments, invoices, and refunds where applicable;
to maintain internal records and service quality;
to handle complaints, claims, and disputes;
to comply with legal obligations;
to detect and prevent fraud or misuse of our services;
to improve our operations, planning, and customer service;
to defend or establish legal claims where necessary.

We only use your personal data for the purposes set out above or for compatible purposes that are reasonably expected and lawful.

5. Lawful Basis for Processing

Under data protection law, we must have a lawful basis to process personal data. We rely on the following lawful bases:

Contract: where processing is necessary to provide a quote, enter into a contract, or perform the services you have requested.
Legal obligation: where processing is required to meet legal, tax, accounting, or regulatory obligations.
Legitimate interests: where processing is necessary for our legitimate business interests, such as improving services, managing operations, preventing fraud, and keeping records, provided these interests do not override your rights and freedoms.
Consent: where we ask for your permission, for example in relation to certain marketing or optional processing activities. You may withdraw consent at any time.

Where special category data is processed, we will only do so where a condition under UK GDPR is met, such as your explicit consent or another lawful condition permitted by law.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, or reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

In general:

quotation and enquiry records may be kept for a limited period if no booking is made;
booking, service, and transaction records are generally kept for the duration of the service relationship and afterwards for a period required for legal and business record-keeping;
complaint and dispute records may be retained longer where necessary to resolve a matter or defend a claim;
financial and tax records are retained for the period required by law.

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

7. Data Sharing and Processors

We may share personal data with trusted third parties where necessary for the operation of our business and the provision of our services. These third parties act either as independent controllers or as processors acting on our behalf.

Processors may include:

IT and hosting providers who support our systems, email services, and secure storage;
payment service providers who process transactions;
accounting and bookkeeping providers who assist with financial administration;
customer communication tools used to manage bookings and service updates;
professional advisers such as lawyers, insurers, or auditors where needed;
subcontractors or logistics partners involved in completing the service you requested.

We require processors to handle personal data securely, only in accordance with our instructions, and in compliance with data protection law. We do not sell your personal data.

8. International Transfers

If personal data is transferred outside the UK, we will ensure appropriate safeguards are in place, such as adequacy regulations, standard contractual clauses, or other lawful transfer mechanisms recognised under applicable law.

9. Security of Your Data

We use appropriate technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and regular review of our practices. While no system can be guaranteed to be completely secure, we take data protection seriously and work to reduce risks wherever reasonably possible.

10. Your Rights

Under data protection law, you have several rights in relation to your personal data. These may include:

Right of access: to request a copy of the personal data we hold about you.
Right to rectification: to ask us to correct inaccurate or incomplete data.
Right to erasure: to request deletion of your data in certain circumstances.
Right to restrict processing: to ask us to limit how we use your data in certain cases.
Right to object: to object to processing based on legitimate interests or direct marketing.
Right to data portability: to receive certain information in a structured, commonly used, machine-readable format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

In some situations, these rights may be limited by law. If you exercise a right, we may need to verify your identity before responding.

11. Marketing Communications

We will only send marketing communications where permitted by law. If you no longer wish to receive such communications, you may opt out at any time. Please note that service-related messages, such as booking confirmations or important updates, may still be sent where necessary to perform our contract or meet legal obligations.

12. Children’s Data

Our services are intended for adults and business or household customers arranging removals or transport services. We do not knowingly collect personal data from children except where it is incidentally provided by an adult customer in connection with the service and only where necessary for service delivery or safety.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, guidance, or our business operations. Any updated version will apply from the date it is published or otherwise communicated. We encourage you to review it periodically so that you remain informed about how we process personal data.

14. Summary of Your Responsibilities

When providing personal data to Acton Man And Van, please ensure that the information you share is accurate and up to date. If you provide details about other people, you should only do so where you have a lawful basis to share their information and where necessary you have informed them of this Privacy Policy.

In summary: Acton Man And Van processes personal data lawfully, fairly, and transparently. We collect only the data needed to provide our services, rely on recognised legal bases, retain information only for as long as necessary, use trusted processors under proper safeguards, and respect the rights of all customers in the area.