Privacy Policy

Acton Man and Van Privacy Policy

This Privacy Policy explains how Acton Man and Van collects, uses, stores and protects personal data relating to customers and prospective customers. It applies to all Acton Man and Van customers and service users within our operating area, including individuals making enquiries, booking services, or otherwise interacting with us.

Acton Man and Van is committed to complying with applicable data protection laws, including the UK General Data Protection Regulation and the Data Protection Act 2018. We process personal data lawfully, fairly and transparently, and we take appropriate steps to keep it secure.

Data Controller

For the purposes of data protection law, Acton Man and Van is the data controller for the personal data we collect and process about our customers and prospective customers. This means we determine the purposes and means of processing your personal data.

Personal Data We Collect

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

Identification and contact details, such as your name, address, service addresses, and preferred contact details. Booking and service information, such as details of the items to be moved, property access details, dates and times of moves, collection and delivery locations, and any special instructions you choose to provide. Communication records, such as information contained in enquiries, messages, feedback, reviews, complaints, and any notes we make in the course of handling your request or booking. Payment and transaction information, such as payment confirmations, amounts paid, refunds, and basic billing details. We do not store full card numbers or security codes when payments are processed through third-party payment providers. Website and usage data, such as technical data about your device, browser and how you interact with our website, to the extent that this is collected by analytics tools or cookies you have consented to. This may include IP address, approximate location, and pages visited.

We generally do not seek to collect special categories of personal data. If you choose to provide such information, for example regarding health or mobility to help us plan access and lifting requirements, we will only use it for that specific purpose and with appropriate safeguards.

How We Collect Personal Data

We may collect your personal data in several ways, including:

Directly from you when you contact us to request a quote, make a booking, ask a question, or provide feedback. During the provision of services, when our staff attend your premises and record relevant information needed to perform the service. Through our website, contact forms, or any online booking system we may use. From third parties where required, for example where another party arranges a move on your behalf and provides us with your details, or where we use business partners to help deliver services.

Lawful Basis for Processing

We rely on one or more of the following lawful bases to process your personal data:

Contract. We process personal data to provide quotes, take bookings, deliver our services, manage payments, and communicate with you about your booking and related matters. This processing is necessary for the performance of a contract with you or to take steps at your request before entering into a contract. Legal obligation. We may process personal data to comply with legal and regulatory requirements, such as tax and accounting rules or responding to lawful requests from authorities. Legitimate interests. We may process personal data where it is necessary for our legitimate business interests, provided these are not overridden by your rights and interests. This can include managing our business operations, improving services, preventing fraud, and keeping records of customer interactions. Consent. Where required by law, we rely on your consent, for example for certain types of marketing communications or non-essential cookies and analytics on our website. You may withdraw your consent at any time.

Purposes for Which We Use Personal Data

We use personal data for the following purposes:

To provide quotations and estimates based on your service requirements and locations. To create, manage and fulfil bookings for man and van and related removal services. To communicate with you regarding your enquiry, booking, changes to services, and after-service follow up. To process payments, issue invoices and manage any refunds, disputes or queries related to payments. To maintain accurate records of services provided for operational, tax and accounting purposes. To monitor and improve our services, customer experience and website performance. To handle complaints, resolve disputes and enforce our terms. To send you information about similar services, offers or updates, where permitted by law and subject to your marketing preferences. To comply with legal obligations and cooperate with law enforcement or regulatory authorities where required.

Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected and to meet legal, accounting or reporting requirements.

In general, we retain core booking and invoice records for a period required by tax and accounting regulations. Communication records and enquiry details may be kept for a reasonable period to answer follow-up questions, manage repeat business and improve our services. Marketing-related data is kept for as long as you continue to interact with us or until you object to or opt out of marketing communications.

When personal data is no longer needed, we will securely delete it or anonymise it so that it can no longer be linked to you.

Data Sharing and Processors

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

Categories of recipients may include:

Payment service providers that process payments on our behalf. IT and system providers who host or support our website, booking tools, communication systems and storage solutions. Professional advisers such as accountants or insurers where necessary for our business, legal or insurance obligations. Operational partners who may assist in fulfilling services, for example additional drivers or subcontracted removals teams if required to complete your booking. Government bodies, law enforcement agencies or regulators where we are legally required to share information.

Where we use data processors, we ensure there are appropriate contracts in place that require them to keep your data secure and process it only in accordance with our instructions and applicable law.

International Transfers

If any of our service providers or systems are located outside the United Kingdom, your personal data may be transferred internationally. In such cases, we will ensure that appropriate safeguards are in place, such as using countries with adequate data protection decisions or entering into contracts that include standard data protection clauses.

Data Security

We take appropriate technical and organisational measures to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure or access. These measures may include controlled access to systems, secure storage, regular back-ups, and limiting personal data access to staff and contractors who need it to perform their duties.

While we strive to protect your personal data, no method of transmission or storage can be guaranteed as completely secure. You are encouraged to take care when sharing information and to notify us promptly if you suspect any misuse of your personal data in connection with our services.

Your Data Protection Rights

You have a number of rights under data protection law in relation to the personal data we hold about you. Subject to certain conditions and exemptions, these include:

Right of access. You can request confirmation that we process your personal data and ask for a copy of the data we hold about you. Right to rectification. You can ask us to correct inaccurate or incomplete personal data. Right to erasure. You can ask us to delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected and we have no legal obligation to retain it. Right to restriction of processing. You can request that we restrict the processing of your personal data in certain cases, for example while we verify the accuracy of data or handle an objection. Right to data portability. Where we process your personal data based on consent or contract and by automated means, you may request that we provide your data in a structured, commonly used, machine-readable format, or that it be transmitted to another controller where technically feasible. Right to object. You can object to processing based on our legitimate interests, including profiling on that basis, and we will stop processing unless we have compelling legitimate grounds. You also have an absolute right to object at any time to direct marketing, including profiling for marketing purposes. Right to withdraw consent. Where we rely on your consent, you can withdraw it at any time. This will not affect the lawfulness of processing before withdrawal.

To exercise any of these rights, or to raise questions about how we handle your personal data, you can contact us using the contact details provided in our customer documentation or on our website.

Complaints

If you have concerns about how we handle your personal data, we encourage you to contact us first so we can try to resolve the issue. You also have the right to lodge a complaint with the UK data protection supervisory authority, currently the Information Commissioner's Office.

Scope and Updates to This Policy

This Privacy Policy applies to all Acton Man and Van customers and prospective customers across our service area, and to all personal data we process in relation to the provision of our services.

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements or other factors. Any updates will be posted on our website and will apply from the date of publication. We recommend that you review this Privacy Policy periodically to stay informed about how we handle your personal data.