Privacy Policy

Hounslow Man and Van Privacy Policy

This Privacy Policy explains how Hounslow Man and Van collects, uses, stores and protects personal data relating to our customers and prospective customers. It applies to all Hounslow Man and Van customers and service users located within our operating area, including individuals and businesses who make enquiries or bookings for our man and van, removal, or related services.

We are committed to complying with the UK General Data Protection Regulation and the Data Protection Act 2018. This Privacy Policy is intended to provide clear and transparent information about our data practices and your rights.

Data Controller

Hounslow Man and Van is the data controller in respect of the personal data we collect and process in connection with our services. As data controller, we determine the purposes and means of processing your personal data and are responsible for ensuring that such processing complies with applicable data protection laws.

Personal Data We Collect

We only collect personal data that is relevant and necessary for providing our services, managing our relationship with you, and running our business. The types of personal data we may collect include:

Identity and contact details, such as your name, address, pick up and drop off addresses, and basic contact preferences. Booking and service information, such as details of the services you request, dates and times of bookings, access instructions, property details relevant to the move, and information about items to be moved where it is necessary for planning and delivering the service. Communication records, including information you provide when you contact us by phone or through online forms, along with any notes we make in the course of handling your enquiry, booking, or feedback. Payment related information, such as payment confirmation details and transaction references. We do not store full card details; these are handled by our payment service providers. Usage and technical information, such as basic information about how you interact with our website or online forms, which may include device information, approximate location data, and information gathered through cookies or similar technologies where applicable and permitted.

How We Collect Your Data

We collect personal data directly from you when you contact us, request a quote, make a booking, use our website, or communicate with us in relation to our services. We may also receive personal data indirectly from third parties where necessary for providing services, for example, if a business books a service on your behalf and provides your name and contact details for the job.

Lawful Bases for Processing

We process your personal data only where we have a lawful basis under data protection law. Depending on the specific activity, we may rely on the following lawful bases:

Contract: We process your data to enter into and perform a contract with you, such as arranging and providing man and van or removal services, processing payments, and managing bookings or changes. Legal obligation: We may process your data where necessary to comply with our legal obligations, for example in relation to accounting, taxation, or responding to lawful requests from public authorities. Legitimate interests: We may process your data where it is necessary for our legitimate business interests and where your rights and freedoms are not overridden. This may include managing and improving our services, preventing fraud, maintaining security, and handling customer enquiries and complaints. Consent: In some cases we may rely on your consent, for example for certain forms of direct marketing where required by law. Where processing is based on consent, you have the right to withdraw your consent at any time.

Purposes for Which We Use Personal Data

We use your personal data for the following purposes:

To respond to enquiries and provide quotes for our services. To create and manage bookings and to deliver the man and van or removal services you request. To communicate with you regarding your booking, including confirmations, updates, and any changes or issues. To process payments, manage invoices, and maintain business and financial records. To handle feedback, complaints, disputes, and claims. To operate, maintain, and improve our website, systems, and services. To comply with legal and regulatory obligations and to cooperate with law enforcement and regulatory authorities where required.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, or for as long as required by law. In determining appropriate retention periods, we consider the nature of the data, the purpose of processing, legal and regulatory requirements, and our legitimate business needs.

Typically, basic booking and transaction information may be retained for several years to meet accounting and tax obligations and to deal with any potential queries or disputes. Communication records and enquiry details may be kept for a shorter period where they are no longer needed. When personal data is no longer required, we will securely delete or anonymise it.

Data Sharing and Processors

We do not sell your personal data. We may share your information with trusted third parties who act as data processors on our behalf. These processors only process your personal data under our instructions and in accordance with this Privacy Policy and data protection law.

Categories of processors and third parties may include:

Payment service providers who process payments and handle payment related data. IT and hosting providers who support our website, booking systems, and data storage. Providers of communication tools that help us send service related notifications. Professional advisers such as accountants or legal advisers, where necessary for our business operations and compliance.

We ensure that appropriate contracts and safeguards are in place with all processors to protect your personal data and maintain its confidentiality and security.

International Transfers

Where it is necessary for our services or systems, your personal data may be transferred to recipients located outside the United Kingdom. In such cases, we will ensure that appropriate safeguards are in place, such as using countries recognised as providing an adequate level of protection, or implementing standard contractual clauses or equivalent measures to protect your personal data.

Data Security

We take the security of your personal data seriously. We implement appropriate technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or access.

These measures may include access controls, secure storage, encryption or pseudonymisation where appropriate, regular monitoring of our systems, and staff awareness measures. While we take reasonable steps to protect your data, no system can be guaranteed to be completely secure. You should also take care to protect your own information, for example by ensuring that any devices you use to communicate with us are kept secure.

Your Data Protection Rights

Under data protection law, you have certain rights regarding your personal data. These rights may be subject to legal conditions and exemptions, but we will always respect and facilitate them where applicable. Your rights include:

Right of access: You can request confirmation of whether we process your personal data and obtain a copy of that data, along with information about how it is used. Right to rectification: You can ask us to correct inaccurate personal data or complete incomplete data. Right to erasure: In certain circumstances, you can request that we 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. Right to restriction: You can ask us to restrict the processing of your personal data in specific situations, such as while we verify the accuracy of the data or assess an objection. Right to object: You can object to processing based on our legitimate interests, including profiling, and we will stop processing unless we can demonstrate compelling legitimate grounds that override your interests, rights, and freedoms, or the processing is required for legal claims. You always have the right to object to direct marketing. Right to data portability: Where processing is based on consent or contract and carried out by automated means, you may request that we provide your personal data in a structured, commonly used, and machine readable format, or that it be transmitted to another organisation where technically feasible. Rights in relation to automated decision making: You have the right not to be subject to a decision based solely on automated processing, including profiling, that produces legal or similarly significant effects, unless certain conditions are met.

If you wish to exercise any of these rights, please contact us using the details provided on our website or through your usual communication channel with Hounslow Man and Van. We may need to verify your identity before responding to your request.

Complaints

If you have concerns about how we handle your personal data, you can contact us so we can try to resolve the issue. You also have the right to lodge a complaint with the UK Information Commissioners Office if you believe that your data protection rights have been infringed.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or the services we offer. Any changes will be posted on our website, and the updated version will apply from the date it is published. We encourage you to review this Privacy Policy regularly to stay informed about how we handle your personal data.