Privacy Policy - Marylebone Man And Van

This Privacy Policy explains how Marylebone Man And Van collects, uses, stores, shares, and protects personal data when providing moving, delivery, and related transport services. It applies to all Marylebone Man And Van customers in the area, including individuals and businesses who request quotations, make bookings, communicate with us, or receive services from us.

We are committed to handling personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only process personal data where we have a valid lawful basis and only for purposes that are necessary, relevant, and proportionate.

1. Data We Collect

We collect personal data that you provide directly to us, data collected during the performance of our services, and limited information from third parties where necessary to complete a booking or comply with legal obligations.

Information you provide

Identity details: name, title, and where applicable company name.
Contact details: telephone number, email address, and service address.
Booking information: moving dates, item lists, access details, property type, and service requirements.
Payment information: billing details and payment status. We do not store full card details where a secure payment processor handles the payment.
Communication records: emails, messages, call notes, and complaints or feedback.
Special instructions: access arrangements, parking instructions, fragile-item notes, or other service preferences.

Information collected automatically or as part of service delivery

Service and operational data: vehicle assignment, route planning details, arrival and completion times, and job logs.
Technical data: limited information such as IP address or device information if you interact with us electronically.
Proof of service: delivery confirmations, signed inventories, or photographs where necessary to evidence completion or condition.

We do not knowingly collect more data than is needed. We also avoid collecting sensitive personal data unless it is strictly necessary and you have provided it voluntarily, or another lawful basis applies.

2. How We Use Personal Data

We use personal data to provide and manage our moving and transport services efficiently and safely. This includes:

preparing quotes and confirming bookings;
planning, carrying out, and completing services;
communicating with customers about schedules, access, and service updates;
processing payments and handling invoicing;
responding to enquiries, complaints, and claims;
maintaining records for accounting, tax, insurance, and legal purposes;
improving service quality, training staff, and managing operational performance;
preventing fraud, misuse, or security incidents;
meeting legal, regulatory, and contractual obligations.

We will only use your personal data for purposes that are compatible with the reason it was collected, unless we obtain your consent or we are required or permitted by law to use it differently.

3. Lawful Basis for Processing

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

Contract: to take steps at your request before entering into a contract, and to perform the services you have booked.
Legitimate interests: to manage our business, improve operations, keep records, protect against fraud, and handle customer communications, where these interests are not overridden by your rights and freedoms.
Legal obligation: to comply with accounting, tax, insurance, transport, and other statutory requirements.
Consent: where required, for example for certain optional communications or uses not covered by another lawful basis. You may withdraw consent at any time where we rely on it.

Important note: where we rely on legitimate interests, we assess the impact on your privacy and only proceed where our interests are balanced against your rights.

4. Sharing Personal Data and Processors

We do not sell personal data. However, we may share it with trusted third parties who help us deliver our services or manage our business. These parties act as processors or independent controllers depending on the service they provide.

Examples of processors and service providers

Payment processors: to securely process card or online payments.
IT and cloud service providers: to host email, storage, scheduling, and recordkeeping systems.
Accounting and bookkeeping providers: to support invoicing, tax, and financial administration.
Customer communication tools: to manage messages, booking confirmations, and service updates.
Insurance providers and claims handlers: where needed for service-related incidents or disputes.
Professional advisers: such as lawyers, auditors, or insurers when necessary.

Where processors handle personal data on our behalf, they are required to act only on our instructions, protect the data appropriately, and keep it confidential. We take reasonable steps to ensure that all third parties provide sufficient guarantees regarding data protection and security.

We may also disclose data if required by law, by a court order, or to protect the rights, property, or safety of Marylebone Man And Van, our customers, our staff, or others.

5. International Transfers

If any service provider stores or processes personal data outside the UK, we will ensure appropriate safeguards are in place. These may include adequacy regulations, the International Data Transfer Agreement, or equivalent legal mechanisms designed to protect your data.

6. Retention of Personal Data

We keep personal data only for as long as necessary for the purposes set out in this policy and to comply with legal, tax, insurance, and contractual requirements. The exact retention period depends on the type of data and the reason for processing.

Quotation and booking data: retained for a reasonable period after the enquiry or service, usually to manage follow-up queries or repeat bookings.
Invoice and accounting records: kept for the period required by tax and accounting law.
Claims, complaints, and dispute records: retained for as long as needed to resolve the matter and for limitation periods where legal claims may arise.
Operational records: kept only as long as necessary for business management, service quality, and security.

When data is no longer required, we will securely delete, anonymise, or archive it in line with our retention practices. We do not keep personal data indefinitely.

7. Your Rights

As a data subject under UK GDPR, you have rights over your personal data. These rights may be subject to legal limits or exceptions, but we will always consider and respond to your request appropriately.

Right of access: you can request confirmation of whether we process your data and obtain a copy of it.
Right to rectification: you can ask us to correct inaccurate or incomplete data.
Right to erasure: you can ask us to delete your data where there is a valid basis for doing so.
Right to restrict processing: you can ask us to limit how we use your data in certain circumstances.
Right to object: you can object to processing based on legitimate interests and to direct marketing.
Right to data portability: in some cases, you can request that we provide your data in a structured, commonly used format.
Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

If you wish to exercise any of these rights, we may need to verify your identity before responding. We aim to deal with requests within the statutory timeframe.

8. Security of Personal Data

We use appropriate technical and organisational measures to protect personal data against unauthorised access, accidental loss, disclosure, alteration, or destruction. These measures include access controls, secure storage practices, staff confidentiality expectations, and service-provider checks. While no system can be guaranteed completely secure, we work to maintain a level of protection that is appropriate to the risk.

9. Complaints and Your Choices

If you are concerned about how we have handled your personal data, you have the right to raise a concern with us and, where appropriate, to complain to the Information Commissioner’s Office (ICO). We encourage customers to contact us first so that we can try to resolve the matter promptly and fairly.

You may also choose not to provide certain information, but this may affect our ability to offer quotations, complete bookings, or provide services safely and effectively.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements, or data protection practices. The latest version will apply to all Marylebone Man And Van customers in the area from the time it is published.

By using our services, making an enquiry, or booking with Marylebone Man And Van, you acknowledge that you have read and understood this Privacy Policy.