Privacy Policy - Twickenham Man And Van

This Privacy Policy explains how Twickenham Man And Van collects, uses, stores, shares, and protects personal data. It applies to all Twickenham Man And Van customers in the area, including anyone who requests a quotation, books a service, communicates with us, or otherwise uses our moving, delivery, packing, storage, or related services. We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable privacy laws.

1. Who We Are

Twickenham Man And Van provides removals and related services to individuals, households, landlords, tenants, and businesses in and around Twickenham. For the purposes of data protection law, we act as the data controller for the personal data we collect and process in connection with our services, except where we process data on behalf of another controller under a separate arrangement.

2. Information We Collect

We collect only the personal data that is necessary and relevant for providing our services, managing bookings, communicating with customers, handling payments, and meeting legal or operational obligations.

Information you provide directly

Identity information: full name, title, and, where relevant, business name.
Contact information: address, email address, telephone number, and moving details.
Service information: pickup and delivery addresses, item lists, access details, dates, preferred times, and special handling requirements.
Billing and payment information: invoice details, payment records, and transaction references.
Communication records: messages, notes, complaints, feedback, and any information you choose to share with us.

Information we collect automatically

Technical data: device type, browser type, operating system, and general usage information if you interact with our online services.
Log data: time of access, pages viewed, and interaction details for security, performance, and troubleshooting purposes.

Information from third parties

We may receive information from third parties where necessary, such as referral partners, subcontracted service providers, payment processors, or publicly available sources. This may include confirmation of booking details, payment status, or operational information required to complete a service.

3. How We Use Personal Data

We use personal data only for lawful and appropriate purposes. The main purposes for which we process data are set out below.

To provide quotations and assess service requirements.
To manage bookings, schedule jobs, and carry out removals or delivery services.
To communicate with customers about changes, updates, arrival times, and service matters.
To issue invoices, process payments, and maintain accounting records.
To deal with queries, complaints, claims, or service disputes.
To improve our operations, customer service, and service quality.
To comply with legal, tax, insurance, and regulatory obligations.
To protect our business, staff, customers, and property from fraud, misuse, or other risks.

4. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for every type of processing. Depending on the context, Twickenham Man And Van may rely on one or more of the following lawful bases:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging services, fulfilling bookings, and handling payments.

Legitimate interests

We may process data where it is necessary for our legitimate business interests and where those interests are not overridden by your rights and freedoms. This may include service administration, operational planning, record keeping, fraud prevention, and improving customer service. We always assess whether the impact on your privacy is proportionate.

Legal obligation

We may process and retain certain information where required by law, such as accounting, taxation, insurance, or regulatory obligations.

Consent

In limited situations, we may rely on your consent, for example for certain optional communications. Where consent is used, you may withdraw it at any time without affecting the lawfulness of processing carried out before withdrawal.

5. Sharing Your Information and Processors

We do not sell personal data. However, we may share personal data with trusted third parties where necessary to run our services, meet legal obligations, or protect our rights. These third parties may act as processors or, in some cases, as independent controllers.

Categories of processors and service providers

Payment processors: to handle card or electronic payments securely.
IT and cloud service providers: to store data, manage communications, and maintain systems.
Accounting and bookkeeping providers: to support invoicing, financial reporting, and tax compliance.
Scheduling or customer management tools: to organise bookings and service records.
Professional advisers: including insurers, legal advisers, and auditors where required.
Subcontractors or operational partners: where necessary to complete a booked service.

Where processors act on our behalf, they are required to process personal data only under our instructions, keep it secure, and use it only for the agreed purpose. We take steps to ensure appropriate contractual and technical safeguards are in place.

6. International Transfers

Some of our service providers may store or process data outside the UK. If this occurs, we will ensure that suitable safeguards are in place, such as UK adequacy regulations, standard contractual clauses, or other approved transfer mechanisms, so that your personal data remains protected to an appropriate standard.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements.

Quotation and booking records: kept for as long as needed to manage the service and follow up on any issues.
Customer and transaction records: typically retained for a period required by tax and accounting law.
Communication records: retained where needed to resolve queries, evidence instructions, or handle complaints.
Claims or dispute records: retained for the duration of the matter and any relevant limitation periods.

When personal data is no longer required, we will securely delete, anonymise, or archive it in a controlled manner.

8. Security of Your Data

We take reasonable technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality obligations, and limiting data access to those who need it for legitimate business purposes. While no system can be guaranteed completely secure, we work to maintain a level of protection appropriate to the risk.

9. Your Rights

Under data protection law, you have a number of rights regarding your personal data. These rights may apply depending on the circumstances and legal conditions.

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

If you exercise any of these rights, we may need to verify your identity before responding. We will respond within the time limits set by law and keep you informed if an extension is needed.

10. Complaints and Supervisory Authority

If you have concerns about how we handle your personal data, you should first raise the issue with us so we can review and address it. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) if you believe your data protection rights have been infringed.

11. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children unless it is necessary for a specific service arrangement and provided by an adult with authority to do so. If we become aware that we have collected data improperly, we will take appropriate steps to delete or protect it.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or operational needs. Any updated version will apply from the date it is published or otherwise communicated. We encourage customers to review this policy periodically to stay informed about how we handle personal data.

By using Twickenham Man And Van services in the Twickenham area, you acknowledge that your personal data will be processed in accordance with this Privacy Policy.