Privacy Policy

Highbury Man and Van Data Protection Policy

This Privacy Policy explains how Highbury Man and Van collects, uses, shares and protects personal data about its customers in the local service area. It also explains the rights you have under the UK General Data Protection Regulation and related data protection laws. By using our services, you acknowledge that you have read and understood this Privacy Policy.

Scope of this Privacy Policy

This Privacy Policy applies to all customers and prospective customers of Highbury Man and Van within our service area, including individuals and businesses who request quotes, make bookings, communicate with us, or otherwise interact with our services. It covers personal data collected online, by telephone, in person and through any other communication channels we use.

Personal Data We Collect

We only collect personal data that is necessary for the operation of our man and van services and for related administrative and legal purposes. The categories of data we may collect include:

Identification and contact details such as your full name, postal address for collection and delivery, billing address, and any other contact details you choose to provide.

Booking and service information such as dates and times of bookings, collection and delivery locations, access details, item descriptions relevant to the move, and any instructions you give about handling your property.

Communication records such as notes of telephone calls, and the content of messages or correspondence you send to us and we send to you.

Payment related information such as payment method, basic transaction details, and confirmation that payment has been made. We do not store full card details when payments are processed through external payment service providers.

Technical information where relevant such as basic device or browser details contained in logs if you interact with any of our online forms or tools, to help us maintain security and performance.

How We Collect Your Data

We collect personal data in a number of ways:

Directly from you when you request a quote, confirm a booking, ask a question, provide feedback, or contact us for any other reason.

During the provision of our services, when our drivers and staff record information necessary to complete your booking safely and efficiently.

From third parties such as comparison platforms or partner businesses where you have provided your details and asked them to pass information to us for the purpose of obtaining a quote or booking a service.

Automatically through basic system logs where this is needed to maintain the security and functionality of our website or digital tools.

Purposes and Lawful Basis for Processing

We process your personal data only where we have a valid lawful basis under data protection law. The main purposes and lawful bases are:

To provide our man and van services including quoting for work, confirming and managing bookings, planning routes, carrying out collections and deliveries, issuing invoices, and handling customer support. The lawful basis for this is that processing is necessary for the performance of a contract or to take steps at your request before entering into a contract.

To manage our business operations including record keeping, accounting, managing risk, dealing with insurance matters, and responding to legal claims or enforcement requests. The lawful basis for this is our legitimate interests in running and protecting our business, and in some cases compliance with legal obligations.

To communicate with you about your booking including confirmations, reminders, updates about delays or changes, and follow up communications about the service you received. The lawful basis is performance of a contract and our legitimate interests in providing an efficient service and maintaining good customer relations.

To improve our services including monitoring demand, service quality and customer satisfaction. We may use non-sensitive information to analyse trends and improve our processes. The lawful basis is our legitimate interests in developing and improving our services while ensuring that your rights and freedoms are respected.

To send you marketing communications about our services only where we are permitted to do so under marketing and privacy laws. The lawful basis may be your consent or our legitimate interests, depending on your relationship with us and your preferences. You can opt out of marketing at any time.

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 described above. These third parties may act as data processors, processing personal data on our behalf and under our instructions, or as independent controllers.

Examples of third parties we may use include:

Payment service providers who process payments securely on our behalf.

IT and systems providers who host or support our booking, communication or storage systems.

Professional advisers such as accountants, legal advisers or insurers where necessary for financial, legal or insurance purposes.

Regulators, law enforcement agencies or other authorities where required by law, regulation or court order, or to protect our rights or the rights of others.

Where we use data processors, we put in place contracts and safeguards to ensure that your personal data is protected, used only in accordance with our instructions, and not used for the processor’s own purposes.

Data Retention

We keep personal data only for as long as is necessary for the purposes for which it was collected, and to meet legal, accounting or reporting requirements.

Customer and booking records are normally retained for a period that allows us to respond to queries, manage any disputes or complaints, and comply with tax and accounting obligations. After this period, information is securely deleted or anonymised.

Where we rely on your consent, for example for certain types of marketing, we will retain the relevant data until you withdraw your consent or until it is no longer needed for that purpose, whichever occurs first, provided that there is no other valid legal basis to continue to hold the data.

We regularly review the personal data we hold and apply retention policies to ensure that data is not kept longer than necessary.

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. These measures include restricting access to personal data to those staff and processors who need it to perform their roles, using secure systems, and training staff on data protection responsibilities.

Despite our efforts, no system can be completely secure. However, we are committed to maintaining a level of security that is appropriate to the risks involved in our processing activities.

Your Data Protection Rights

Under the UK General Data Protection Regulation and related laws, you have a number of rights in relation to your personal data. These rights may be subject to certain conditions and legal exemptions, but we will always respond to any request you make in accordance with the law.

Right of access You have the right to request confirmation of whether we process your personal data and to request a copy of the personal data we hold about you, along with certain information about how we use it.

Right to rectification You have the right to ask us to correct inaccurate personal data and to complete incomplete personal data.

Right to erasure You have the right to ask us to delete your personal data in certain circumstances, for example where it is no longer needed for the purposes for which it was collected, or where you withdraw consent and there is no other lawful basis for processing.

Right to restriction You have the right to ask us to restrict the processing of your personal data in certain situations, such as while we verify its accuracy or assess an objection you have raised.

Right to object You have the right to object to processing based on our legitimate interests, and to object to direct marketing at any time.

Right to data portability Where processing is based on consent or on a contract and carried out by automated means, you may have the right to receive your personal data in a structured, commonly used and machine readable format and to have it transmitted to another controller where technically feasible.

Right to withdraw consent Where we rely on your consent for processing, you have the right to withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal.

You also have the right to lodge a complaint with the relevant data protection supervisory authority if you believe that your rights have been infringed. We encourage you to contact us first so that we can try to resolve any concerns.

International Transfers

Where we use processors or service providers based outside the United Kingdom, your personal data may be transferred internationally. In such cases we ensure that appropriate safeguards are in place, such as standard contractual clauses or other measures recognised under data protection law, to protect your personal data.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, in applicable laws, or in how we process personal data. When we make significant changes, we will take reasonable steps to inform customers where appropriate. The most recent version of this Privacy Policy will always apply to our processing of your personal data.