Hounslow Man and Van Privacy Policy
This Privacy Policy explains how Hounslow Man and Van collects, uses, stores and protects personal data about its customers and potential customers within its service area. It is intended to comply with the UK General Data Protection Regulation and the Data Protection Act 2018. By using our services, you acknowledge that you have read and understood this Privacy Policy.
This Privacy Policy applies to all Hounslow Man and Van customers and individuals who make enquiries or otherwise interact with us within our operating area, whether as private individuals or as representatives of a business.
Data Controller
Hounslow Man and Van is the data controller in respect of the personal data described in this Privacy Policy. As data controller, we determine the purposes and means of processing personal data relating to our customers and potential customers.
Personal Data We Collect
We only collect personal data that is necessary for the provision of our services, for the operation of our business, and for compliance with legal obligations. The categories of personal data we may collect include:
Identification details such as name, title or role if you contact us on behalf of a business customer.
Contact details such as postal address, property access information relevant to the move, and city or area; we may also store your preferred method of communication.
Service details such as collection and delivery addresses, property type, access details such as floor number, lift availability or parking restrictions, inventory information relating to items to be moved, preferred move dates and times, and any special handling instructions.
Contract and transaction information such as booking confirmations, invoices, payment status, records of services provided, and communications relating to quotations, bookings and after service support.
Communication records such as messages you send to us, feedback you provide, and any complaints or queries, including the date, time and content of communications.
Technical information relating to the use of our website or online forms such as basic log data, device type and information collected via cookies or similar technologies where applicable and where permitted by law. We use this data to help ensure the security and performance of our website and to understand how it is used.
How We Collect Personal Data
We collect personal data in a number of ways, including:
Directly from you when you contact us to request a quotation, make a booking, ask a question, provide feedback or otherwise communicate with us.
During the performance of services, for example when our staff attend your property and confirm access details, inventory changes or additional service requirements.
From publicly available sources or business directories where you are acting on behalf of a business and where this information is available and relevant to our services.
Through our website or other online channels, where you submit information through forms or otherwise interact with our online content.
Lawful Bases for Processing
We process personal data only where we have a lawful basis under the UK GDPR. Depending on the specific context, we rely on the following lawful bases:
Performance of a contract: We process personal data when it is necessary to provide our services, to issue quotations at your request, to manage your booking, to deliver removal and transport services, to issue invoices and to handle any queries relating to these services.
Legitimate interests: We process personal data where it is necessary for our legitimate business interests, provided that these are not overridden by your rights and interests. This may include managing and improving our services, maintaining accurate records, preventing fraud, securing our systems and property, and responding to enquiries or complaints.
Legal obligations: We process personal data where it is required to comply with legal and regulatory obligations, such as tax and accounting requirements or responding to lawful requests from public authorities.
Consent: In limited circumstances, we may rely on your consent, for example for certain types of direct marketing or optional communications. Where we rely on consent, you may withdraw it at any time, and this will not affect the lawfulness of processing that took place before consent was withdrawn.
How We Use Personal Data
We use personal data for the following purposes:
To provide and manage removal and man and van services, including planning routes, allocating staff and vehicles, and carrying out the move safely and efficiently.
To prepare and send quotations, confirm bookings, reschedule services where necessary and communicate relevant information about your service.
To handle payments, issue invoices and manage our accounting and financial records.
To communicate with you regarding enquiries, feedback, complaints, after service support and any disputes that may arise.
To manage our relationship with you as an ongoing or returning customer, including maintaining accurate records of services provided.
To improve and develop our services, evaluate performance and conduct internal reporting and analysis.
To protect our business, assets and staff, including the prevention and detection of fraud or misuse of our services.
To comply with legal and regulatory requirements and to cooperate with relevant authorities where legally required.
Data Sharing and Processors
We do not sell your personal data. We may share personal data with trusted third parties who act as data processors on our behalf. These processors are only permitted to process personal data in accordance with our instructions and only for the purposes described in this Privacy Policy. They are required to implement appropriate security measures and to protect your data.
Categories of data processors may include:
IT and hosting providers who support our business systems, website and email infrastructure.
Payment processing and accounting service providers who assist with invoicing, payment handling and financial record keeping.
Customer relationship and communication service providers who assist with managing bookings, scheduling and customer communications.
Professional advisers such as accountants or legal advisers where necessary for the management of our business and where personal data may be relevant to the advice sought.
We may also share personal data where required by law, regulation or a valid request from a public authority, or where necessary to establish, exercise or defend legal claims.
International Data Transfers
Where any of our service providers or their systems are located outside the United Kingdom, we will take steps to ensure that your personal data is afforded an equivalent level of protection to that required under UK data protection law. This may include relying on adequacy regulations, implementing standard contractual clauses or ensuring other appropriate safeguards are in place.
Data Retention
We keep personal data only for as long as is necessary for the purposes for which it was collected, including for the fulfilment of services, the management of our relationship with you and compliance with legal and regulatory obligations.
In general, service and transaction records are retained for a period that allows us to respond to questions about past services, manage any claims and meet tax and accounting requirements. Communication records may be kept for a similar period where relevant to our services or to the resolution of any issues that arise.
When personal data is no longer needed for these purposes, we will securely delete or anonymise it so that it can no longer be associated with you.
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 include access controls, security procedures for handling data, staff awareness and where appropriate the use of secure technologies.
While we make every effort to protect your personal data, no method of transmission or storage can be guaranteed to be completely secure. We therefore cannot guarantee absolute security but are committed to maintaining a level of protection that is appropriate to the risks.
Your Data Protection Rights
Under data protection law, you have a number of rights in relation to your personal data. These rights apply in most circumstances, subject to certain limitations and exemptions.
Right of access: You have the right to request confirmation of whether we process your personal data and to obtain a copy of that data, together with certain additional information.
Right to rectification: You have the right to ask us to correct or complete personal data that is inaccurate or incomplete.
Right to erasure: In certain circumstances, you have the right to request that we delete your personal data, for example where it is no longer necessary for the purposes for which it was collected and we have no other lawful basis to continue processing it.
Right to restriction of processing: You may request that we restrict the processing of your personal data in certain situations, for example while we verify the accuracy of the data or consider an objection you have raised.
Right to object: You have the right to object to processing based on our legitimate interests, including profiling on that basis. We will stop processing your personal data unless we can demonstrate compelling legitimate grounds for the processing which override your interests, rights and freedoms, or where the processing is required for legal claims.
Right to data portability: In certain cases, you have the right to receive personal data you have provided to us in a structured, commonly used and machine readable format and to have that data transmitted to another controller where technically feasible.
Right to withdraw consent: Where we rely on your consent, you may withdraw it at any time. This will not affect the lawfulness of processing before consent was withdrawn.
If you wish to exercise any of these rights, you can contact us using your usual communication channels with Hounslow Man and Van. We may need to verify your identity before responding to certain requests.
Complaints and Supervisory Authority
If you are concerned about how we handle your personal data, you are encouraged to contact us first so that we can try to resolve your concerns. You also have the right to lodge a complaint with the UK data protection supervisory authority. Details of how to do this can be found on the official website of the Information Commissioner.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our services, our data processing practices or legal requirements. Any changes will be posted in the latest version of this Privacy Policy. You should review this Privacy Policy periodically to stay informed about how we protect your personal data.
This Privacy Policy applies to all current and future customers and prospective customers of Hounslow Man and Van within our service area, unless and until it is replaced by an updated version.
