Twickenham Man and Van Privacy Policy

This Privacy Policy explains how Twickenham Man and Van collects, uses, stores, and protects personal data relating to all customers and prospective customers in the Twickenham and surrounding area. It is intended to comply with the United Kingdom General Data Protection Regulation and the Data Protection Act 2018. By using our services or contacting us, you acknowledge that you have read and understood this policy.

Who We Are and Scope of This Policy

Twickenham Man and Van provides removals, man and van, and related transport services to residential and business customers in Twickenham and nearby areas. We act as the data controller for the personal data we collect and process about our customers, prospective customers, suppliers, and website users where applicable.

This Privacy Policy applies to all individuals who enquire about, use, or have previously used Twickenham Man and Van services in our service area, whether contact is made online, by post, in person, or by any other means.

What Personal Data We Collect

The type and amount of data we collect depend on how you interact with us and which services you use. We may collect the following categories of personal data:

Identity and contact details such as name, title, postal address, collection and delivery addresses, and general contact details supplied by you.

Service details including details of your requested move or delivery, property access information, parking requirements, inventory of items, and notes you provide about the job.

Communication records such as notes of conversations, and any information you choose to share when you contact us or complete a form.

Payment and billing information such as billing address, payment amount, payment method used, and transaction records handled through our chosen payment processors. We do not store full payment card details.

Technical and usage data where applicable, such as information collected from our website or online tools, including approximate location data, device information, and pages visited, typically collected through cookies or similar technologies.

How We Collect Your Data

We collect personal data directly from you when you contact us to request a quote, make a booking, request an amendment, or ask a question, either by phone, in writing, or through any online form we may provide. We may also collect data during the provision of services, for example when assessing access to a property or recording completion details.

In some cases, data may be provided to us by a third party acting on your behalf, for example a relative, landlord, estate agent, or business representative who books services for you. We may also receive limited data from payment processors and basic technical data from analytics or website tools, where used.

Lawful Basis for Processing Your Data

We only process your personal data where we have a lawful basis to do so under UK GDPR. Depending on the specific activity, we rely on one or more of the following lawful bases:

Contractual necessity. We process your personal data where it is necessary to take steps at your request before entering into a contract, or to perform a contract for removals or man and van services. This includes providing quotes, bookings, scheduling, and carrying out the agreed services.

Legal obligations. We may process certain personal data to comply with legal and regulatory requirements, for example 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 interests and fundamental rights do not override these interests. This may include managing our business operations, improving our services, preventing fraud, maintaining security, and handling queries or potential disputes.

Consent. In limited circumstances, and where required by law, we may rely on your consent to process personal data, for example for certain types of direct marketing using specific channels. Where we rely on consent, you have the right to withdraw it at any time.

How We Use Your Personal Data

We use the personal data we collect for the following purposes:

To provide quotes, confirm prices, and respond to your enquiries about our services.

To create and manage bookings, plan routes, allocate staff and vehicles, and perform our man and van and removals services.

To communicate with you about your booking, including confirmations, updates, and post-service follow up where appropriate.

To manage payments, fees, and charges, and to collect and recover money owed to us.

To manage our relationship with you, including handling complaints, feedback, and aftercare queries.

To operate, evaluate, and improve our business, services, and customer experience.

To meet legal, regulatory, and accounting obligations, including maintaining accurate financial records.

To protect our rights, property, and safety, and those of our staff, customers, and the public, including in relation to fraud prevention and dispute resolution.

Data Sharing and Processors

We do not sell your personal data. We may share your data with trusted third parties where this is necessary for the purposes set out in this policy, and only to the extent required.

We may share your data with service providers who act as data processors on our behalf, for example providers of payment processing services, customer management tools, scheduling or routing software, secure data storage or backup services, and professional advisors such as accountants. These processors are contractually required to process your personal data only in accordance with our instructions, keep it secure, and not use it for their own purposes.

We may also disclose personal data where required by law, regulation, or a court order, or where it is necessary to establish, exercise, or defend legal claims.

Where our service providers are based outside the United Kingdom, or where data is transferred outside the United Kingdom, we will ensure that appropriate safeguards are in place to protect your personal data in accordance with applicable data protection laws.

Data Retention

We retain your personal data only for as long as is necessary to fulfil the purposes for which we collected it, including to meet legal, accounting, or reporting requirements, and to resolve disputes.

In general, information relating to quotes, bookings, invoices, and service records will be retained for a period that reflects applicable limitation periods for legal claims and statutory retention periods, which may be several years from the date of your last interaction with us. Technical data collected for analytics may be retained for shorter periods, where used.

When we no longer have a lawful basis to keep your personal data, we will securely delete, anonymise, or otherwise dispose of it in a safe manner.

Your Data Protection Rights

Under UK GDPR, you have a number of rights in relation to the personal data we hold about you. These rights are subject to certain conditions and exemptions. You have the right to:

Access your personal data and receive a copy of the information we hold about you, together with certain information about how we process it.

Request correction of any inaccurate or incomplete personal data we hold about you.

Request erasure of your personal data where there is no good reason for us continuing to process it, for example where it is no longer necessary for the purposes for which it was collected, and where we have no overriding legitimate or legal reason to retain it.

Object to processing of your personal data where we are relying on legitimate interests and your particular situation gives you grounds to object, as well as the right to object to direct marketing at any time.

Request restriction of processing of your personal data in certain circumstances, for example while we verify its accuracy or consider an objection.

Request the transfer of your personal data to you or to another controller in a structured, commonly used, machine readable format, where technically feasible and where the processing is based on consent or contract and carried out by automated means.

Where we rely on consent, withdraw that consent at any time without affecting the lawfulness of processing carried out before withdrawal.

How to Exercise Your Rights and Complaints

If you wish to exercise any of your data protection rights, or if you have any questions or concerns about how Twickenham Man and Van handles your personal data, you can contact us using the contact details provided on our main customer communications or website.

You also have the right to lodge a complaint with the Information Commissioners Office if you believe your data protection rights have been infringed. You can do this by contacting the Information Commissioners Office directly. We would, however, appreciate the opportunity to address your concerns before you approach the regulator, and we encourage you to contact us first so we can seek to resolve any issues.

Security of Your Personal Data

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, destruction, or damage. Measures may include restricted access to personal data, secure storage, use of passwords, and working only with processors who can demonstrate suitable data protection safeguards.

While we make reasonable efforts to protect your personal data, no transmission of information over the internet or any storage system can be guaranteed as completely secure. You are also responsible for keeping any reference numbers or other identifiers that we provide to you safe.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or how we process personal data. Any updates will take effect from the date of publication. We encourage you to review this policy periodically so that you remain informed about how we protect your information.