Privacy Policy - Highbury Man And Van

This Privacy Policy explains how Highbury Man And Van collects, uses, stores, and protects personal data. It applies to all Highbury Man And Van customers in the area, including anyone who requests, books, pays for, or receives our moving, packing, loading, unloading, delivery, 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 all other applicable privacy laws. This policy is designed 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. Information We Collect

We only collect personal data that is necessary to provide our services, manage our business, and meet legal obligations. The types of information we may collect include:

Identity details: your name, title, and, where relevant, the name of your business or organisation.
Contact details: address, email address, and phone number.
Service details: moving date, pickup and delivery locations, property access information, inventory details, and service preferences.
Payment information: payment status, billing records, and transaction references. We do not store more payment data than is necessary for accounting and service administration.
Communication records: messages, enquiries, complaint details, and any notes from calls or correspondence.
Technical data: limited website or device information if you interact with our online systems, such as IP address, browser type, or general usage data, where applicable.
Special instructions: details you give us that are needed to complete a move safely and efficiently, such as access notes, parking instructions, or item handling requirements.

We do not intentionally collect unnecessary or excessive personal data. If you provide information about third parties, such as family members, tenants, landlords, or building managers, you should ensure that you have the right to share that information with us.

2. How We Use Your Data

We use personal data only for clear and legitimate purposes connected to our services. These purposes may include:

providing quotes and confirming bookings;
planning, carrying out, and managing removal or van services;
communicating with you before, during, and after a booking;
handling payments, invoices, refunds, and administrative records;
responding to questions, complaints, or claims;
maintaining business records and service history;
meeting legal, tax, insurance, and regulatory obligations;
improving service quality, scheduling, safety, and customer experience;
preventing fraud, misuse, or unlawful activity.

We will not use your personal data for purposes that are incompatible with the reasons it was collected, unless we have a lawful basis to do so.

3. Lawful Basis for Processing

Under UK GDPR, we must have a lawful basis for each use of your personal data. Depending on the situation, we rely on one or more of the following legal bases:

Contract

We process personal data when it is necessary to enter into or perform a contract with you. This includes providing quotes, arranging moves, completing bookings, and delivering the services you requested.

Legal Obligation

We may process personal data to comply with tax, accounting, insurance, health and safety, and other legal requirements. This may involve keeping invoices, transaction records, or incident information for a required period.

Legitimate Interests

We may process data where it is reasonably necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include maintaining service records, protecting our business from fraud or claims, improving operations, and communicating with customers about existing bookings.

Consent

In limited situations, we may rely on your consent, for example where you choose to receive certain optional communications. Where we rely on consent, you can withdraw it at any time.

If we need to process special category data or other sensitive information, we will only do so where the law allows and where it is strictly necessary for the service or for safety reasons.

4. Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, and in line with legal, accounting, and operational requirements. Retention periods may vary depending on the type of data and the reason for processing.

Booking and service records: kept for as long as needed to manage the service and resolve any follow-up issues.
Financial and tax records: retained for the period required by law.
Customer communications and complaints: kept long enough to respond properly, handle claims, and maintain business records.
Operational notes: retained for a limited period to support safe and effective service delivery.

When data is no longer needed, we will delete it securely or anonymise it so that it can no longer identify you.

5. Sharing Your Data and Processors

We may share personal data with trusted third parties that help us operate our business and provide our services. These third parties act as processors or, in some cases, independent controllers. We only share the minimum information necessary and only where appropriate safeguards are in place.

Examples of processors may include:

booking and scheduling systems;
accounting and invoicing software providers;
payment service providers;
IT support and cloud storage providers;
email, communication, and customer administration tools;
professional advisers such as accountants, insurers, or legal advisers, where necessary.

All processors are expected to protect personal data, act only on our instructions where required, and use appropriate technical and organisational security measures. We do not sell your personal data.

We may also disclose information where required by law, to respond to lawful requests, to protect our rights, or to prevent fraud or serious harm.

6. Data Security

We take the security of personal data seriously. We use reasonable technical and organisational measures to protect information against unauthorised access, loss, misuse, alteration, or disclosure. These measures may include access controls, secure storage, staff confidentiality expectations, and restricted data handling procedures.

While we aim to protect your information, no system can be guaranteed completely secure. If a personal data incident occurs, we will assess the situation and take appropriate action in line with our legal obligations.

7. Your Rights

You have rights under data protection law in relation to the personal data we hold about you. These rights may include:

Right of access: you can ask for 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: in certain circumstances, you can ask us to delete your personal data.
Right to restriction: you can ask us to limit how we use your data in some situations.
Right to data portability: you can ask for certain data to be provided in a structured, commonly used format.
Right to object: you can object to processing based on legitimate interests or direct marketing.
Right to withdraw consent: where we rely on consent, you can withdraw it at any time.

These rights are not absolute, and they may only apply in certain circumstances. If we are legally unable to comply with a request in full, we will explain why.

8. How to Exercise Your Rights

If you wish to exercise any of your rights, you should contact us using the details provided through our standard customer service channels. We may need to verify your identity before responding to your request. We aim to respond within the time limits required by law.

If you are unhappy with how we handle your personal data, you also have the right to raise a concern with the relevant data protection authority in the UK.

9. Children’s Data

Our services are not directed at children, and we do not knowingly collect personal data from children except where it is necessary in connection with a household move or related service and appropriate to do so. If we become aware that we have collected data unlawfully, we will take steps to delete it where required.

10. Changes to This Policy

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

11. Summary of Our Commitment

Highbury Man And Van is committed to processing personal data fairly, lawfully, and transparently. We collect only the information we need, use it for legitimate service and business purposes, keep it only for as long as required, and take steps to safeguard it. We also respect your rights and aim to make it easy for customers in the area to understand how their information is used.

This policy applies to all Highbury Man And Van customers in the area.