Privacy Policy - Man And Van Brookgreen

This Privacy Policy explains how Man And Van Brookgreen collects, uses, stores, shares, and protects personal data when providing moving, transport, and related services. It applies to all Man And Van Brookgreen customers in the area, including individuals, households, landlords, tenants, and business clients who use our services or communicate with us in connection with a booking, quote, or service enquiry.

We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK GDPR and the Data Protection Act 2018. This policy is intended to help you understand what information we collect, why we collect it, how long we keep it, who may process it on our behalf, and what rights you have over your data.

1. What Personal Data We Collect

We collect only the personal data that is necessary for us to provide our services, manage our relationship with you, and meet legal or operational obligations. Depending on the service requested, this may include:

• Identity details: name, title, and, where relevant, business or organisation name.
• Contact details: telephone number, email address, and service address.
• Booking and service information: details of items to be moved, collection and delivery locations, dates, access requirements, and any special instructions.
• Payment and billing information: invoice details, payment status, and transaction references.
• Communication records: messages, call notes, quote requests, complaints, and correspondence.
• Operational information: delivery notes, job progress records, and completion confirmations.
• Technical information: limited device or usage information if you contact us through digital tools or systems, such as IP address or browser information, where applicable.

We do not intentionally collect special category data unless you choose to provide it to us and it is necessary for a specific request, such as information about access needs, health-related moving requirements, or other circumstances that affect the service. Where such information is provided, we handle it with additional care and only where there is a lawful basis to do so.

2. How We Use Your Data

We use personal data for the following purposes:

• to provide quotes and respond to enquiries;
• to plan, schedule, and carry out moving or transport services;
• to contact you about bookings, access requirements, or changes to service arrangements;
• to issue invoices, process payments, and manage account administration;
• to handle complaints, disputes, or claims;
• to maintain internal records and service quality;
• to comply with legal obligations, tax rules, and business recordkeeping requirements;
• to protect against fraud, misuse, or security incidents;
• to improve our services and operational efficiency.

We will only use your personal data where it is relevant to the service relationship or where we have a legal reason to do so. We do not sell your personal information.

3. Lawful Basis for Processing

Under GDPR, we must have a lawful basis to process personal data. Man And Van Brookgreen relies on the following lawful bases depending on the activity involved:

Contract

We process personal data where it is necessary to enter into or perform a contract with you. This includes providing quotes requested by you, managing bookings, completing moving services, issuing invoices, and communicating about the service.

Legal Obligation

We may process and retain data where required by law, including tax, accounting, recordkeeping, consumer protection, or regulatory requirements.

Legitimate Interests

We may process data for our legitimate business interests where those interests are not overridden by your rights and freedoms. This may include service improvement, operational planning, security, fraud prevention, and internal administration. When relying on legitimate interests, we assess the impact on your privacy and keep data use proportionate.

Consent

In limited situations, we may rely on your consent, such as where you voluntarily provide optional information that is not required for the service. If consent is used as the basis, you may withdraw it at any time.

Vital Interests

In rare circumstances, we may process information to protect someone’s vital interests, such as in an emergency where safety is at risk.

4. Data Sharing and Processors

We may share personal data with trusted third parties only where necessary for service delivery, compliance, or business operations. These third parties act as data processors or independent controllers depending on the situation.

Processors may include:

• payment service providers who handle transaction processing;
• accounting and bookkeeping providers;
• IT, cloud storage, and system support providers;
• communications providers used for email, messaging, or telephone systems;
• subcontractors or assistants involved in completing a job, where needed;
• professional advisers such as insurers, legal advisers, or auditors;
• government authorities, regulators, or law enforcement where legally required.

We require processors to protect personal data and only use it according to our instructions and applicable law. Where personal data is transferred outside the UK, we ensure appropriate safeguards are in place, such as adequacy regulations or approved contractual protections.

Important: If a third party independently determines how your data is used, that third party will have its own privacy responsibilities. We encourage you to review their privacy notices where relevant.

5. Data Retention

We keep personal data only for as long as necessary for the purposes described in this policy and to satisfy legal, accounting, insurance, or operational requirements. The retention period depends on the type of data and the reason it was collected.

• Quotation and enquiry records: kept for a reasonable period to manage follow-up, service history, and dispute handling.
• Booking and service records: kept for the duration of the customer relationship and for a period after completion for administration and claims handling.
• Financial and tax records: retained for the period required by law, typically several years.
• Complaint and incident records: retained as long as necessary to resolve issues and demonstrate compliance.
• Consent-based information: kept until consent is withdrawn or no longer needed.

When personal data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. We regularly review the data we hold to make sure it is not kept longer than necessary.

6. Data Security

We use reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure. These measures may include restricted access, secure storage, password protection, staff awareness, and supplier due diligence.

While we take appropriate steps to protect data, no system can be guaranteed completely secure. If a personal data breach occurs, we will assess the incident and take action in line with applicable legal requirements, including notifying affected individuals or regulators where required.

7. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights are subject to conditions and exceptions under GDPR.

• Right of access: you may request a copy of the personal data we hold about you.
• Right to rectification: you may ask us to correct inaccurate or incomplete information.
• Right to erasure: in certain circumstances, you may ask us to delete your data.
• Right to restriction: you may ask us to limit how we use your data in specific situations.
• Right to data portability: where applicable, you may request your data in a structured, commonly used format.
• Right to object: you may object to processing based on legitimate interests or direct marketing, where applicable.
• Right to withdraw consent: where we rely on consent, you can withdraw it at any time.
• Right to complain: you may raise concerns with the relevant data protection authority if you believe your rights have not been respected.

If you exercise any of these rights, we may need to verify your identity before responding. We aim to deal with legitimate requests within the timescales required by law.

8. Children’s Data

Our services are intended for adults or adult-authorised bookings. We do not knowingly collect personal data from children except where it is unavoidably included in service arrangements and only to the extent necessary for the service. If we become aware that we have collected child-related information without a lawful basis, we will take appropriate steps to delete it.

9. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business practices, or service arrangements. Any updated version will apply from the date it is made available. We encourage customers to review this policy periodically to stay informed about how their data is handled.

10. Summary of Our Commitments

Man And Van Brookgreen will only collect the personal data needed to provide moving and related services, will process it on a valid lawful basis, will keep it no longer than necessary, and will use trusted processors bound by appropriate safeguards. We respect your privacy rights and aim to handle all personal data in a transparent and responsible way.

By using Man And Van Brookgreen services in the area, you acknowledge that your personal data may be processed as described in this Privacy Policy.